2004
2004
DUAL’s people-first approach fuels success
At DUAL Australia, a culture rooted in collaboration, growth and authenticity breeds success and makes the company a standout in the insurance industry. Teamwork is the engine that drives personal development, and that ethos continues to attract top talent and fuel innovation.
Inspired by the people-first approach of the company’s founders, DUAL’s leaders have a commitment to nurturing talent from within, cultivating deep connections between colleagues and driving resilience in challenging market conditions. With impressive employee retention rates, innovative product offerings and a steadfast commitment to diversity and inclusion, DUAL proves that prioritising people and partnerships is a solid recipe for building a robust future in the insurance industry.
Reflecting an ‘it takes a village’ approach, this culture – rooted in the vision of founders Damien Coates and Leo Abbruzzo – embraces both personal growth and collective values.
The insurance industry is no stranger to challenges, and DUAL has faced its fair share. Ussher points to the current market conditions: “We are in a very challenging market space now, especially in Australian financial lines. We have exited the post-pandemic hard market and have now entered a softening market,” he explains.
Rather than seeing this as a setback, DUAL views it as an opportunity for growth and innovation. The company has set an ambitious goal of reaching $1 billion in gross written premium in the next five years. This target is being pursued through strategies such as product diversification and maintaining deep, engaged client relationships with brokers.
“This is being delivered through strategies including product diversification, such as our recent expansions of bespoke underwritten offerings in Cyber Insurance and General Liability, along with launching Transaction Solutions,” says Ussher.
This strategic approach to market challenges demonstrates DUAL’s ability to adapt and thrive in changing conditions, a crucial skill in the ever-evolving insurance landscape.
DUAL’s approach to growth goes beyond traditional market expansion. The company places a strong emphasis on innovation and partnership, recognising that these elements are crucial for long-term success in the insurance industry.
Symes emphasises why this approach is an important part of the company’s strategy: “We try to help our brokers grow their business, not just in the traditional sense but we are constantly reviewing and discussing their requirements to stay ahead of the market,” she explains.
This focus on partnership and innovation has led to the development of tools like DUAL’s WebRater, which was created based on broker feedback and has become a successful part of the company’s business. But DUAL’s commitment to partnership goes further than just offering technological solutions.
“Strong partnerships in this business are also very crucial, and they thrive on collaboration from both parties to really understand each other’s businesses and goals to ensure that we’re consistently delivering results and growing together,” Symes adds.
This collaborative approach extends to how DUAL views its role in the industry. Rather than simply competing for market share, the company aims to grow the overall market by addressing unmet needs and developing innovative products.
“We strive to maintain deep, engaged client relationships with our brokers and are always looking to grow markets, not market share,” Ussher explains. “This is achieved through innovation to enable us to protect clients’ uninsured exposures through products like Management Liability, Cyber and Corporate Travel.”
Spotlight
Deputy CEO Michael Ussher highlights just how close the relationships can be at DUAL because of this company-wide ethos. “I genuinely love the people I work with and being part of a culture that was established by our founders, Damien and Leo, and continues to be expertly driven by our people today,” he says.
“No matter how stressful many of the situations we must face are, we are an extremely collaborative team across our whole business, which reflects in lots of us becoming close friends.”
This collaborative spirit extends beyond just getting work done. It creates a supportive environment that helps the team navigate even the most challenging situations, fostering resilience and innovation.
The company’s commitment to fostering talent from within is another key driver of its success.
“DUAL has always been a great promoter of fostering talent from within, which can lead to broader responsibilities and varied exposure to the other parts of the business,” says Kerryn Symes, NSW manager and head of national partnerships.
This approach not only helps retain talent but also creates a deep pool of experienced professionals who understand the company’s values and operations intimately. Surveys show that team culture is the number one reason an employee will stay with any company, beating benefits, job security or other factors such as flexible working arrangements.
It’s a strategy that has paid dividends at DUAL, as evidenced by the company’s impressive employee retention rates.
“With an average tenure of five years , we support their growth personally and professionally through initiatives, programs and the day-to-day conversations we have,” says Whitney Ignatiadis, head of human resources and people.
“It’s fantastic to be able to witness first-hand the growth in their confidence, their progression within the business – whatever that might look like – and their achievements and successes along the way.”
Success on the business side is almost an afterthought in this equation – but it comes naturally when personal growth takes the lead.
DUAL Australia is an independent underwriting agency. We offer fast, flexible and competitive insurance solutions for small businesses, mid-market businesses and corporates, and specialise in financial lines, accident and health, cyber insurance, general liability and transaction insurance. Our entrepreneurial spirit is at the heart of what we do. For over 20 years, we’ve pioneered technology to help our people, partners and clients do more – including our market-leading online platform WebRater. With 45 experienced underwriters in four offices across Australia and a team of 1,700 people globally, DUAL is one of the world’s largest global international underwriting agencies – with US$3.5 billion GWP and over 70 products.
Company Profile
161
Employee headcount
$355m
Gross written premium
4.8 years
Average tenure
4
offices in
Australia
>20
Reported employee nationalities
Bio
Spotlight
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Accolades
Company Profile
“No matter how stressful many of the situations we must face are, we are an extremely collaborative team across
our whole business, which reflects in lots of us becoming close friends”
Michael Ussher,
DUAL Australia
“We try to help our brokers grow their business, not just in the traditional sense but we are constantly reviewing and discussing their requirements to stay ahead of the market”
Kerryn Symes, DUAL Australia
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2011
2012
2015
2016
2019
2021
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2012
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2015
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2016
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2019
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2021
Fundserv is the indispensable connectivity hub for the Canadian investment industry. Headquartered in Toronto, we electronically connect Manufacturers, Distributors, and Intermediaries, enabling them to buy, sell, and transfer investment funds. With more than 100 employees, Fundserv serves hundreds of members—executing up to 63 million yearly network transactions—and provides online access to more than 70,000 investment fund products.
Established in 1993, Fundserv is a private corporation that is owned by the industry we serve. Our 10 shareholders are a cross-section of Manufacturers, Distributors, and Service Providers who represent our members.
We operate using a cost-recovery model, meaning any unused profit may be rebated back to our members. In addition to our network and applications, we lead and facilitate industry committees and working groups that promote automation initiatives and establish the industry’s electronic standards.
By ensuring every trade is processed timely, accurately, and securely, Fundserv has rightfully earned a reputation for service excellence—a hallmark of more than 25 years in the investment industry.
Company Profile
Karen Adams
Before becoming CEO of Fundserv, Karen Adams held a variety of leadership roles around the world – and she learned that listening and understanding are key to both providing service and developing talent
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Fundserv is the indispensable connectivity hub for the Canadian investment industry. Headquartered in Toronto, we electronically connect Manufacturers, Distributors, and Intermediaries, enabling them to buy, sell, and transfer investment funds. With more than 100 employees, Fundserv serves hundreds of members—executing up to 63 million yearly network transactions—and provides online access to more than 70,000 investment fund products.
Established in 1993, Fundserv is a private corporation that is owned by the industry we serve. Our 10 shareholders are a cross-section of Manufacturers, Distributors, and Service Providers who represent our members.
We operate using a cost-recovery model, meaning any unused profit may be rebated back to our members. In addition to our network and applications, we lead and facilitate industry committees and working groups that promote automation initiatives and establish the industry’s electronic standards.
By ensuring every trade is processed timely, accurately, and securely, Fundserv has rightfully earned a reputation for service excellence—a hallmark of more than 25 years in the investment industry.
Company Profile
Karen Adams
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2004
2010
2011
2020
2021
2024
DUAL Australia established with opening of office in Sydney
2004
Launch of innovative online quoting platform WebRater that streamlines the process of policy quoting and binding
2010
DUAL opens an office in Auckland, New Zealand, strengthening the company’s commitment to local clients
2011
DUAL ANZ acquires NZ property insurance specialist underwriting agency IUA, marking a significant product expansion
2020
WebRater 2.0 launched with significantly enhanced platform functionality focusing on upgraded client-centricity functionality for improved user experience
2021
Financial lines partnership with Allianz formed, expanding market opportunities in the region
2024
Milestones
A culture of collaboration and growth
A people-first approach to business
Published 04 Nov 2024
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Kerryn Symes
Whitney Ignatiadis
Michael Ussher
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Prioritising employees leads to business success and loyal, resilient staff invested in the company’s values
IN PARTNERSHIP WITH
Whitney Ignatiadis
Head of human resources and people
Developing a learning hub for DUAL employees
Career highlight
Kerryn Symes
NSW manager and head of national partnerships
Managing the Southern Region for five years
Career highlight
Michael Ussher
Deputy CEO
First state manager role (WA in 2012)
Career highlight
Executive leaders
“We’re a fast-paced business with ambitious goals, but you can see and feel the genuine care our team and leaders have for each and every one of our people”
Whitney Ignatiadis, DUAL Australia
“It’s important to have the confidence in your business and what you offer as an employer that they might some day return with knowledge they may not have gained from staying with the business at that time. We see this quite often at DUAL with staff returning, myself included.”
This perspective reflects a mature and confident approach to talent management, recognising that career growth sometimes requires external experiences. It’s an approach that has paid off for DUAL, with many employees choosing to return to the company after gaining valuable experience elsewhere.
DUAL
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career highlight
3 years
tenure at current position
25
Years of experience
Adapting to market challenges
Innovation and partnership
DUAL’s commitment to diversity and inclusion is evident in its workforce composition and is a key part of its people-first approach.
“Being part of a company that has 63% women – and 43% women in senior leadership positions – and being a positive leader and mentor in a growing insurance business will help with that increasing change,” says Ignatiadis.
These numbers are impressive, especially in an industry that has traditionally been male dominated. However, DUAL’s approach to diversity goes beyond statistics. The company recognises that true inclusion requires ongoing effort and thoughtful strategy.
“In reflecting on the progress of our diversity, equity and inclusion journey, we recognised it was time for a review of our DE&I structure,” Ignatiadis explains. “We wanted to ensure strong executive leadership and support in this space whilst recognising the increasing role of our employees in shaping our business DE&I, in particular our inclusion.”
This approach includes the development of Employee Resource Groups (ERGs) and a focus on empowering employees to contribute to DUAL’s broader DE&I strategy. It’s a recognition that diversity and inclusion are not just HR initiatives but integral parts of the company’s overall business strategy.
“There is always work to be done in this space, and there is definitely a challenge of determining where to focus efforts,” Ignatiadis acknowledges. This ongoing commitment to improvement and willingness to tackle challenges head-on is characteristic of DUAL’s approach to all aspects of its business.
Diversity and inclusion beyond numerical targets
What truly sets DUAL apart is its unwavering focus on people – both employees and clients. This approach is deeply ingrained in the company’s DNA.
“As a people-first business, DUAL keeps people front of mind in all that we do,” says Ignatiadis. “We’re a fast-paced business with ambitious goals, but you can see and feel the genuine care our team and leaders have for each and every one of our people.”
This extends to how the company views talent retention and development. Rather than seeing employee departures as a loss, DUAL takes a more holistic view that a departure can be an essential part of growth, where benefit may accrue to former employers as prodigal employees return ‘home’.
As DUAL continues to grow and adapt to changing market conditions, its focus remains firmly on its people and partners. The company’s leaders are united in their belief that this will drive success in the years to come.
Ussher sums up the industry’s potential and DUAL’s role in it: “We are a truly fantastic industry and should be shouting that from the rooftop rather than being compared to car sellers,” he says. “Our industry should sell ourselves better and be vocally proud of the role we play in protecting clients’ livelihoods.”
This pride in the industry and the crucial role it plays in protecting businesses and individuals is palpable throughout DUAL. It’s this combination of industry mission, a people-first approach, a commitment to innovation and a focus on partnerships that positions DUAL for continued growth – personal or otherwise.
Looking to the future
In an era in which many insurance companies are racing towards automation and AI-driven solutions, DUAL maintains a strong emphasis on the human element of insurance. While the company embraces technology and innovation, it does so in a way that enhances rather than replaces human interaction.
“We can see that our brokers want more than just a quote and a price,” says Symes. “They are also seeking education which enables them to sell these products, service which includes a person to speak to, data to be able to review the partnership, and a faster, more transparent way to transact.”
This approach recognises that while efficiency and speed are important, the complexities of insurance often require a human touch. DUAL’s success in maintaining this balance is a testament to its understanding of both the technical and interpersonal aspects of the insurance business.
The human touch in a digital age
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John Holmes establishes law firm Thompson & Holmes in Christchurch, known today as Lane Neave
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