AA Insurance, a trusted name in New Zealand’s insurance industry, has been voted the country’s Most Trusted General Insurer for 12 years straight. They have built a reputation for exceptional service, care, and support. Despite these achievements, the leadership team at AA Insurance recognised the importance of understanding their company culture on a deeper level. That’s where Five NZ came in—to help them dive into their "Genuine" culture and create an organisation-wide dialogue around it.

Challenge
While AA Insurance consistently received high engagement scores and positive feedback, subtle signs suggested something was amiss. CEO Chris Curtin sensed a disconnect between engagement survey results and employees’ true feelings. AA Insurance needed to move beyond surveys to uncover deeper insights into their organisational culture and ensure that all voices were genuinely heard.

Our Approach
Going Beyond Surveys: Five NZ conducted a series of in-depth interviews, workshops, and targeted conversations with a diverse cross-section of AA Insurance’s workforce. Using tools like the Living Employee Experience Map (LEEM), Five was able to identify key moments in the employee journey and expose gaps between intentions and actions.

Co-Designing the Solution: Five facilitated co-design workshops, where AA Insurance employees explored cultural challenges and ideated on actionable solutions. These workshops allowed employees to take ownership of the cultural shifts needed for a more cohesive work environment.

Planning for Impact: Together with AA Insurance, Five prioritised changes that would have the most positive impact on both employees and customers, focusing on trust as a cornerstone of their evolving culture.

Outcomes
Five’s approach revealed two distinct cultural ‘operating systems’ within AA Insurance—those deeply connected to the “Genuine” values and newer hires seeking to understand and integrate into this culture. By pinpointing this divide and surfacing critical “action-intention gaps,” AA Insurance gained a clearer picture of their strengths and areas for growth. They now have a focused plan for refining their culture, emphasising trust, innovation, and inclusivity.

Why It Worked

• Tailored Approach: Five’s bespoke strategy was designed around AA Insurance’s unique needs, allowing for a deeper understanding of their specific challenges.
• Psychological Safety: Five ensured a safe space for open dialogue, enabling employees to share genuine feedback.
• Beyond Data: By supplementing survey results with real conversations, Five helped AA Insurance uncover insights that would have otherwise remained hidden.

Conclusion
Five’s partnership with AA Insurance showcases how a bespoke approach to culture change can reveal underlying challenges and create lasting improvements. For kiwi organisations looking to strengthen their culture, Five’s methodology goes beyond data to understand the true essence of their workplace, fostering engagement and resilience.

Are you facing similar challenges? Contact us to explore how we can help your organisation foster a culture that drives performance and innovation.