John Holmes establishes law firm Thompson & Holmes in Christchurch, known today as Lane Neave

Redefining insurance the DUAL way

Like many in the industry, Sally Davis just ‘fell’ into insurance. It’s a career that seems to catch a lot of talented people by accident – one day they wake up and realise they have a job they never really contemplated holding, but one that many are surprised to find is incredibly varied and engaging. Davis is keen to rectify the narrative around insurance as a catchall for accidental careers. “I would love to change the frequently used saying of, ‘I fell into insurance’, to: ‘I may have fallen into insurance, but I made an informed decision to stay in insurance’,” she says. Now claims manager at DUAL New Zealand, Davis sees such a shift in

“I would love to change the perception that insurance is an ‘end of the road’ industry and instead promote the diverse and interesting career opportunities that the industry provides.” Her desire to redefine what an insurance career looks like fits well with DUAL’s mission to change insurance overall. DUAL is changing old paradigms not only around fostering talent but also in areas like technological advancements, efficient claims management, sustainable pricing and a strong commitment to philanthropy. DUAL is redefining what an insurance company can be – both as a workplace and a service provider. In an industry facing rapid changes, from climate change to artificial intelligence, it is betting that the future of insurance belongs to the agile and innovative.

“At DUAL we live and breathe change,” he says. “From the top down, if something isn’t working, or we need to take a new approach or launch something new, it’s just done. The decision is made, and the change is implemented, and what’s great is anyone at any level can discuss these things with leadership and their voice is heard, and if it’s a good suggestion, we run with it!” This culture of innovation extends to how DUAL approaches its market offerings. “DUAL has grown over the last few years from a financial lines MGA to a multi-line MGA through bringing property, motor and transaction offerings to our product suite,” says Sheppard-Jones. “This expanded suite has allowed us access to considerably more capacity markets who want to work with DUAL.”

The company’s agility is not just about internal operations but also about responding to market needs. “Our global capability at DUAL provides us with a bird’s eye view of the changing face of our market; our agility and adaptability enable us to respond quickly; and our strong capacity allows us to offer solutions to our customers,” Sheppard-Jones adds. Many personalities at DUAL are also suited to constantly adapting to a changing market – a stark contrast to the stereotype of insurance professionals being set in their ways. Underwriting manager Damian Browne says, “We move at an amazingly fast pace, which is ideal for me as I have never been one to sit still for too long. I love the agility we can bring to the table to take advantage of opportunity.”

DUAL’s commitment to innovation is perhaps most evident in its approach to technology. This focus on technological innovation is part of DUAL’s strategy to stay ahead in an industry that Bullard sees as behind some other industries. “Insurance as an industry has to catch up to the world we live in today, a world of instant self-service, predominantly online,” he says. This vision drives his team’s efforts to streamline and modernise DUAL’s operations. “I am truly passionate about learning and exploring new ways technology can enhance our way of life and the way we do business,” he says. This passion translates to tangible benefits for DUAL’s clients. Bullard’s team has developed tools that streamline processes for brokers. “The thing I enjoy most is that penny-drop/light-bulb moment for brokers when WebRater clicks,” he says, “when they realise we’ve created a tool that is so slick and effective it can truly enhance the way they do business.”

Spotlight

General manager DUAL New Zealand Paula Sheppard-Jones emphasises the company’s forward-thinking approach: “The global insurance industry is constantly changing; currently we are considering climate change, AI, the future of work, and capacity challenges, among other things.” But this focus on adaptation and innovation is underscored by DUAL’s commitment to its people – in whose hands its future lies. “We are not simply providing insurance services; we are improving the lives of our employees, their families and communities,” Sheppard-Jones explains. This people-first philosophy is what initially drew Sheppard-Jones to DUAL. “I was motivated to take on my current role as it provided the opportunity to be a part of a business that needed to grow and to find its identity,” she says. “The majority of insurance businesses in NZ are well established, so to be a part of finding DUAL’s path and cementing the future was very exciting.” DUAL has built-in adaptability as part of its company culture. Digital and SME manager Adam Bullard points out how a flat-hierarchy approach speeds up results.

DUAL New Zealand is the country’s leading independent underwriting agency and one of the world’s largest global underwriting agencies. We offer fast, flexible, competitive insurance for small and mid-market businesses and corporates and specialise in property, liability, cyber, motor and transaction solutions insurance. Our entrepreneurial spirit is at the heart of what we do. Over the last 15 years, we’ve pioneered the use of technology to help our people, partners and clients do more – including our online platform WebRater.

Company Profile

Employee headcount

$150M

Gross written premium

4.5 years

Average tenure

Offices in NZ

Reported employee nationalities

Bio

Spotlight

Milestones

Media

Accolades

Company Profile

“We are not simply providing insurance services; we are improving the lives of our employees, their families and communities”

Paula Sheppard-Jones, DUAL New Zealand

“We’re in a changeable place right now, and my focus is on making sure we offer the right cover at a sustainable price, via a simple and easy-to-transact methodology”

Adam Bullard, DUAL New Zealand

Milestones

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

Senior-level diversity at Lane Neave

Karen Adams has had a remarkable journey to her current role as CEO of Fundserv. Originally from Toronto, Adams earned a bachelor’s degree in mathematics and economics at Queens University, followed by an MBA in international finance at the University of British Columbia. After graduating, she set off across the globe, holding various positions with HSBC that took her to London, Dubai, Hong Kong, Beijing, Shanghai, Seoul and Mumbai. That global experience gave Adams a unique perspective, prompting her to develop a leadership style that’s based on developing relationships with each individual, listening and understanding to help them reach their potential. That approach goes well beyond her own team, allowing Fundserv to succeed in creating solutions for its members. “Having worked in many different countries, people ask if I am an expert in multicultural leadership,” Adams says. “I always say there is no such thing because that assumes you manage people based on their background. I have learned that people all want the same things: to develop our careers, give our kids a good future, etc. When she returned to Canada learned that people all

Spotlight

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

1983

Employee headcount

$150m

Gross written premium

4.5 years

PROPORTION OF WOMEN AMONG FUNDSERV EMPLOYEES

PROPORTION OF WOMEN IN LEADERSHIP

63,514,128

NUMBER OF ORDERS PROCESSED IN 2019

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

Read on

Milestones

2011

2012

2015

2016

2019

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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

Senior-level diversity at Lane Neave

From those forums, a common theme arose that has plagued the industry for years: the amount of paper required in transactions. “We have a motto to ‘axe the fax,’ and we saw this opportunity where members didn’t want their staff going into the office, but there are still physical cheques going back and forth,” Adams explains. “We put in place, in just six months, Ad-Hoc Money Movement [A$M]. We responded to the industry and are in the process of replacing cheques, which I think is awesome. We launched in January and have seen so much volume. We think ultimately we are keeping people healthier by not having to travel into the office.”

“I am really proud of the work Lane Neave did during the border closure period. While you would think that having a closed border would be the worst possible situation for an immigration lawyer (and it was initially), it eventually moved into a constant stream of really complex border entry instructions. Necessity made us leaders in this area,” she explains. “Developing workforce mobility programs for some of New Zealand’s largest projects over this time was very challenging but very fulfilling work. There were so many pieces to the puzzle (including securing the coveted MIQ spaces!), but when the specialist workers did arrive and you saw these projects taking shape over time, it felt very rewarding to feel like we had helped in a small way to grow New Zealand.”

While she’s proud of the strides Fundserv made in 2020, Adams acknowledges that it was a challenging time as a leader. Not only did she have to ensure Fundserv kept running efficiently as her team transitioned to working from home, but she was also filled with concern for her team members. “I just worried about our employees, their mental health and if they would be OK,” Adams says. “I like to see people, so I set up one-on-ones just to connect with them. Moving forward, Adams says Fundserv’s goals remain aligned with those of its members, and her team will continue listening and understanding what members need so the organization can evolve accordingly. She adds that she wants Fundserv to be so good at providing a secure and reliable service that members forget it’s there – and she wants the company to continue to inspire change in the industry. “It is sad that it took a pandemic to recog-nize the cheque issue and solve it,” Adams says. “What we will do in the future is root out those things in the industry and not wait for a pandemic to ignite change. There is no reason we can’t change. Change, like auto-mation, will accelerate from now, and we’ll do our part to keep it going.”

Spotlight

Among the opportunities on offer at Lane Neave has been the chance for all staff to expand their knowledge and understanding of te reo Māori, and to pitch in on improving the environment. “We’re currently being offered lunchtime sessions learning te reo Māori, which is obviously a great opportunity and highly relevant,” Duncraft shares. She adds that the firm has joined a tree-planting challenge led by Conservation Volunteers “with the aim of enhancing the biodiversity of rivers in both Christchurch and Auckland” – an initiative she describes as “awesome”. Strickett also highlights the firm’s CSR efforts, which includes “placing a real focus on reducing our carbon emissions”. Not all of Lane Neave’s opportunities are focused on external beneficiaries – the firm also looks to prioritise initiatives that make life better for internal stakeholders.

Company Profile

Karen Adams

Read on

2011

2019

2022

2023

2020

2017

DUAL New Zealand established with opening of an office in Auckland

2011

Launch of innovative online quoting platform WebRater that streamlines the process of policy quoting and binding

2019

DUAL ANZ acquires NZ property insurance specialist underwriting agency IUA, marking a significant product expansion

2020

Senior Leadership Team formed, drawing on internal talent to address the increasing complexity of business needs

2022

Christchurch team transitions to purpose-built premises at 141 Cambridge Terrace, following Christchurch earthquakes of 2011

2016

DUAL New Zealand successfully launches its expanded motor offering, providing comprehensive coverage tailored to clients’ motor assets. GWP hits major milestone of $100 million, reflecting DUAL New Zealand’s growth and success in the industry

2023

Milestones

Adapting to more rapid industry changes

Embracing technology for better service

Diving into diverse opportunities

The future is now

Published 06 Nov 2024

Find out more

Damian Browne

Adam Bullard

Paula Sheppard-Jones

Read on

DUAL Insurance is putting people first as it implements advanced technology, more efficient claims management, sustainable pricing and a commitment to philanthropy – making the industry more attractive in the process

IN PARTNERSHIP WITH

Adam Bullard Digital and SME manager

Successfully bringing the WebRater online quote and bind platform for financial lines to the New Zealand market

career highlight

Damian Browne Underwriting manager

Successfully bringing more motor capacity into the New Zealand market

career highlight

Paula Sheppard-Jones General manager NZ

Establishment of the DUAL NZ Senior Leadership Team, sourced entirely from within the organisation

career highlight

Executive leaders

“The entrepreneurial drive of the company and its leaders to take a risk and try things is so refreshing to be part of”

Damian Browne, DUAL New Zealand

Bullard’s role allows him to merge his love for technology with the insurance industry. “As anyone I have worked with will tell you, I have always been an absolute technology nerd,” he says. “Digital and SME manager seemed like a match made in heaven, as it’s exactly what I get to do on a daily basis: look at our core business, underwriting, but with a truly digital viewpoint, working to make doing business with DUAL simple, quick and effective.” Bullard also recognises the need for continuous improvement in DUAL’s digital offerings. “I think at all levels, corporate down to micro SME, underwriters through to brokers, the traditional proposal is a clunky, often not-needed process. Along with that, I think a number of proposals continue to ask information nobody

The future is now

Diving into diverse opportunities

Strickett shares a similar passion for promoting access to justice across all groups in the country. Her initial goal in enrolling in law school was to provide legal assistance to Indigenous causes, but a uni lecturer’s offer of a part-time job with the late immigration and refugee law barrister Rowland Woods caused Strickett to pivot. It has been 12 years since Strickett made immigration law her forte, and she remains “very grateful for this unplanned exposure”. “I soon realised it is the best area if you want to practise administrative law on a daily basis, as you are always up against a government department. We live and breathe ‘natural justice’ – and regularly remind government of this!” she explains. Meanwhile, Wan may have initially picked a legal career because of a childhood TV show, but the dynamic day-to-day of the job has become his favourite part of being a lawyer. “I am going into 2023 with cautious optimism as everyone expects this year to be choppy – in saying that, this year has turned out to be filled with opportunities so far,” he says.

Between the three of them, Duncraft, Strickett and Wan have more than 30 years of experience in the industry. Over this period, they have watched the legal profession increasingly welcome technology into operations, making life easier for lawyers. “Certainly the role that AI has in law is an interesting one. There is some excellent technology out there that can improve efficiency and allow us to focus on the legal work, but keeping abreast of changes in this area, particularly for larger firms with more embedded systems, can be challenging,” Strickett says. “Understanding and taking the time to consider potential implications of new technology as it comes to market will be important.” Duncraft sees climate change issues also having a big impact in her field of specialisation given the prevalence of climate-change-related natural disasters. As the three partners settle further into their positions and help bring Lane Neave into the future, they share the important life lessons that have helped them to get where they are today. For Duncraft, the encouragement from a flatmate she had in her 20s had a lasting effect on her.

DUAL

BDMs in the spotlight

Being picked to lead ORDE's distribution team

career highlight

3 years

tenure at current position

Years of experience

looks at, or at least doesn’t underwrite to. We’ve come a long way with our own for WebRater, but I think even we can go further at DUAL,” he says.

While embracing change, DUAL also recognises the importance of stability, particularly of pricing. Browne highlights the industry-wide challenge of maintaining sustainable pricing: “As an industry we will take the price down to the bottom to achieve top-line growth and then heavily remediate to return profit margins. Unfortunately, by feeding the cycle we lose sight of the key people we need to protect and leave them vulnerable, exposed and often needing to find another 30% to pay for their insurance,” he explains. DUAL is taking steps to address this issue. “DUAL carries a similar philosophy,” Browne says, “so one of the key objectives we set ourselves when securing the motor capacity was providing, and maintaining, sustainable pricing for the customer.” This approach not only benefits customers but also contributes to the long-term stability of the business. Bullard echoes this sentiment in his outlook for “sustainability, both in terms of pricing and offerings, coverage and product-wise" in the markets DUAL serves. "We’re in a changeable place right now, and my focus is on making sure we offer the right cover at a sustainable price, via a simple and easy-to-transact methodology,” he says. Browne emphasises that DUAL’s approach to pricing is not just about maintaining profitability but about creating a sustainable model that benefits all stakeholders. “DUAL places a lot of focus on culture fit in our recruitment, so as a result we put emphasis on staff referrals where they are recommending people to come into the business for roles when they become available, he says. ”Through putting this simple trust in our people, we have been fortunate to build out our team with such amazing individuals who will not only help develop and move our business forward but help grow the people culture.” This focus on building a strong team directly contributes to DUAL’s ability to offer sustainable pricing and superior service.

Sustainable pricing as a long-term approach

“I would love to change the perception that insurance is an ‘end of the road’ industry and instead promote the diverse and interesting career opportunities that the industry provides”

Sally Davis, DUAL New Zealand

People first in the workplace and beyond

Davis also appreciates this aspect of working at DUAL. “DUAL places a massive emphasis on ESG and enables us as individuals to be community minded, along with providing a work-life balance,” she says. “I’ve found this approach particularly fitting as a parent – not only can I be an effective and highly engaged employee, but also a soccer momager, while getting my child involved in community and charity events as well.”

Efficiency and consistency in claims management

In the critical area of claims management, DUAL focuses on efficiency and consistency. “One thing I have always been particularly motivated about is consistency of claims service across handler and policy line,” says Davis. This consistency, coupled with efficient decision-making, enhances the client experience: “Our clients can’t be left waiting for long periods of time while we converse internally over an issue, so having the ability to efficiently assess a situation and make a decision on the best way forward is something that I have learned and perfected over the years,” Davis explains. Davis’s approach to claims management is rooted in her extensive experience in the field. “The problem-solving aspect of liability claims has always been the main attraction for me, and these days I get to assist my team with this also, which is very rewarding,” she says. “We work together to reach the best claim outcomes for our clients and our stakeholders, and whilst it does not go like clockwork every time, reaching a desirable outcome to a complex problem is very satisfying.”

A commitment to challenging outdated norms

DUAL New Zealand’s approach to insurance is characterised by a unique blend of people-focus, technological innovation and sustainable practices. By challenging industry norms – from career perceptions to pricing models – DUAL is not just adapting to change but actively shaping the future of insurance. As the industry continues to evolve, companies like DUAL that prioritise adaptability, employee satisfaction and customer-centric innovation are likely to lead the way. The insights shared by DUAL’s leadership team offer a compelling vision of what a modern, responsive insurance company can be. In redefining insurance from an “accidental” career to a field of choice, from slow-moving to agile and from transaction-focused to people-centric, DUAL sets an example of what is possible for the broader industry. As Sheppard-Jones puts it, “At DUAL we believe insurance can be used as a force for good. I’m very proud of this, and it’s why I wouldn’t be anywhere else.” Amid challenges such as climate change, technological disruption and changing customer expectations, DUAL is fostering a culture of continuous improvement and adaptability, helping to actively shape the future of insurance and the various stakeholders in it. “DUAL encourages all its teams and people to be agile and think creatively when encountering challenges,” says Browne. “This freedom to think and try things a little differently aligns with my core approach, so this was a natural fit. The entrepreneurial drive of the company and its leaders to take a risk and try things is so refreshing to be part of.” DUAL’s example shows that it’s possible to balance innovation with stability, efficiency with personalised service, and business success with social responsibility – a model that any industry could hold high to attract the best and brightest talent.

Sally Davis

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Career highlight

Establishment of the DUAL NZ Senior Leadership Team, sourced entirely from within the organisation

Career highlight

Successfully bringing more motor capacity into the New Zealand market

Career highlight

Successfully bringing the WebRater online quote and bind platform for financial lines to the New Zealand market

Career highlight

Being promoted to the role of NZ claims manager in 2021 and being a founding member of DUAL NZ’s first Senior Leadership Team

perspective as crucial for attracting and retaining talent

in the industry.

Julia Strickett Partner

YEARS IN THE INDUSTRY

Carlo Wan Partner

YEARS IN THE INDUSTRY

Sarah Duncraft Partner

YEARS IN THE INDUSTRY

Lane Neave Partners

Sally Davis NZ claims manager

Being promoted to the role of NZ claims manager in 2021 and being a founding member of DUAL NZ’s first Senior Leadership Team

career highlight

Paula Sheppard-Jones

Damian Browne

Adapting to more rapid industry changes

“The entrepreneurial drive of the company and its leaders to take a risk and try things is so refreshing to be part of”

Damian Browne, DUAL New Zealand

Adapting to more rapid industry changes

DUAL’s people-first approach extends beyond its employees to the broader community. The company encourages and enables its staff to give back. “We are encouraged to make a difference in all aspects of our lives and give back to the community, and this culture of philanthropy is driven from the very top. To be able to do charity and volunteering with the team is something special,” says Browne. This focus on community engagement contributes to employee satisfaction and retention. Sheppard-Jones elaborates on this aspect of DUAL’s culture: “We work with our team to provide support and balance for their home life; we have a strong DE&I program encouraging people to bring their whole self to work, and an ESG program which enables our teams to give back by volunteering, supporting charities and coming together.” Davis also appreciates this aspect of working at DUAL. “DUAL places a massive emphasis on ESG and enables us as individuals to be community minded, along with providing a work-life balance,” she says. “I’ve found this approach particularly fitting as a parent – not only can I be an effective and highly engaged employee, but also a soccer momager, while getting my child involved in community and charity events as well.”

Adapting to more rapid industry changes

People first in the workplace and beyond

Damian Browne NZ claims manager

career highlight

Successfully bringing the WebRater online quote and bind platform for financial lines to the New Zealand market

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“The entrepreneurial drive of the company and its leaders to take a risk and try things is so refreshing to be part of”

Damian Browne, DUAL New Zealand

Embracing technology for better service

Sustainable pricing as a long-term approach

Damian Browne Partner

Successfully bringing more motor capacity into the New Zealand market

career highlight

Julia Strickett Digital and SME manager

Successfully bringing the WebRater online quote and bind platform for financial lines to the New Zealand market

career highlight

Paula Sheppard-Jones Partner

Establishment of the DUAL NZ Senior Leadership Team, sourced entirely from within the organisation

career highlight

Executive leaders

People first in the workplace and beyond

“One thing I have always been particularly motivated about is consistency of claims service across handler and policy line,” says Davis. This consistency, coupled with efficient decision-making, enhances the client experience: “Our clients can’t be left waiting for long periods of time while we converse internally over an issue, so having the ability to efficiently assess a situation and make a decision on the best way forward is something that I have learned and perfected over the years,” Davis explains. Davis’s approach to claims management is rooted in her extensive experience in the field. “The problem-solving aspect of liability claims has always been the main attraction for me, and these days I get to assist my team with this also, which is very rewarding,” she says. “We work together to reach the best claim outcomes for our clients and our stakeholders, and whilst it does not go like clockwork every time, reaching a desirable outcome to a complex problem is very satisfying.”