AA Insurance among top brands delivering digital experience

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Auckland, 11 July, 2016 – AA Insurance is one of the top performing brands in digital experience, according to SAP’s inaugural New Zealand Digital Experience Report.

The Report captured results from 2,500 consumers who rated 6,500 digital interactions against 14 digital-experience attributes, with consumers rating security, availability, and simplicity the most important. AA Insurance scored highest in these three attributes.

The company was recognised from among 38 of New Zealand’s largest and best-known brands across eight industries, including banking, media, retail and telecommunications. It scored third overall for delivering a digital experience its customers wanted, and was also ranked number one over other insurers.

“We’re delighted to be rated among New Zealand’s leading brands at the forefront of digital experience,” says Justine Burn, Head of Distribution and Business Systems, AA Insurance. “The research validates our focus on creating a culture of digital connectedness, to ensure an experience that’s focused on our customers.

“Digital isn’t just a technology or marketing responsibility; it’s the CEO and Executive team’s role to ensure a focus on a digital culture through the entire company, which means that each area of the business is looking at how digital initiatives can add value to our customers’ experience. This is one way in which we’re able to continuously exceed our customers’ expectations.”

AA Insurance’s digital focus not only allows customers to quote and purchase home, contents and car insurance online, but there has also been: the introduction of Live Chat for instant, personal connection for customer queries; media leadership and education regarding digital asset safety and security; and, online magazine Living Room to inspire and educate audiences.

“Digital has become an important area of our business, and reflects our wider commitment to connecting and communicating with our customers as people. No one wants to feel like a number, and that’s why personalisation is such a key focus for us in every interaction we have.”


About AA Insurance

AA Insurance is an independently operated, New Zealand-based joint venture between the New Zealand Automobile Association (NZAA) and Vero Insurance New Zealand Limited (VINZL). Since 1994 we have demonstrated trusted expertise in home, contents and car insurance in New Zealand, and in 2018 introduced commercial small business insurance. We underwrite our own policies and sell direct to New Zealanders. Our 930+ staff look after over 480,000 customers with 970,000 policies.

We proudly partner with Variety NZ and Eden Park and have been consistently recognised by: Reader’s Digest Most Trusted Brands (since 2011) and Quality Service Awards for Car, and Home and Contents Insurance (since 2015), Kantar Customer Leadership Index (since 2019), Canstar Blue Most Satisfied Customers (2011-2018), and the Colmar Brunton Corporate Reputation Index (since 2015) that recognises New Zealand’s most successful companies. AA Insurance was also named Consumer NZ People’s Choice award winner for car, home and contents (2019 and 2020).

AA Insurance has an AA- (Very Strong) Insurer Financial Strength Rating given by Standard and Poor’s (Australia) Pty Ltd. For further information visit aainsurance.co.nz.

For more information please contact:

Media Team, AA Insurance, 027 406 1787, mediacontact@aainsurance.co.nz