P&V (Belgium) is championing a transformative approach to building trust and enhancing customer experience through a multi-brand and omnichannel strategy. The organisation’s philosophy, “for people, through people,” highlights the integral role of employees in delivering superior customer value. By prioritising a strong organisational culture aligned with robust leadership, the insurer ensures its employees are engaged and share the organisation’s values. This alignment fosters trust and enables employees to better serve customers. Recognising the importance of a positive employee experience, the organisation has invested heavily in leadership development and cultural transformation.

To enhance service delivery, P&V has developed Agent 360, a comprehensive programme aimed at empowering agents. This initiative includes a customer-focused growth pathway for agents and an advanced tool that provides a 360-degree review of client needs. By leveraging customer data enriched through agent interactions, the programme ensures customers receive optimal insurance coverage—neither too much nor too little—at a fair price. This tailored approach, uncommon in the Belgian retail market, sets the insurer apart by ensuring customers are adequately insured with minimal hassle.

The organisation has also introduced pioneering platforms that go beyond traditional insurance offerings, enhancing customer engagement and promoting prevention.

1. Health coaching platform
   Partnering with other entities within its ecosystem, the organisation has developed a health coaching platform. This initiative encourages healthier habits through coaching, challenges, and gamification. The platform, supported by mutual and cooperative partners, ensures inclusivity in health assistance while offering expert advice and rewards for participation.
2. Home-centric platform
   Kazazen is a comprehensive platform centred around home insurance but enriched with additional services. It offers customers access to connected devices, such as water leakage detectors and cameras, at discounted rates, alongside enhanced security options. The platform also facilitates home repairs through a trusted network and supports sustainable energy consumption via partnerships. By integrating these services, the organisation aims to create a more engaging and meaningful connection with customers, overcoming the challenge of indirect relationships in brokered and agent-led sales models.

While these innovations demonstrate significant progress, P&V acknowledges the challenges of maintaining alignment with partners. Ensuring all stakeholders, including brokers, agents, and external collaborators, share its vision of inclusivity remains an ongoing effort. The organisation is committed to evolving these platforms and strategies, extending their applicability to other domains and continuously enhancing customer value.

Beneva (Canada) has firmly established itself as a leader in the insurance industry by prioritising its customers and employees. Central to Beneva’s strategic vision is a commitment to customer centricity. Rather than focusing on price or product innovation alone, the organisation has embraced a customer-obsessed mindset. This ethos has shaped every aspect of its operations, from its values and culture to its marketing and service delivery. Beneva’s ultimate ambition is to offer the best insurance experience in Canada, defined by simplicity and trust.

At the heart of Beneva’s approach is a robust customer experience system built on three pillars: listening, learning, and acting.

• Listening: Beneva actively seeks feedback through the Net Promoter Score (NPS) system and personal interactions with members. Beyond traditional surveys, the organisation conducts annual callbacks to a significant proportion of its members, including promoters and detractors. These conversations provide valuable insights, creating a feedback loop that informs actionable improvements. Senior leaders, including executives, also engage directly with members, demonstrating a genuine commitment to understanding customer needs.
• Learning: Beneva leverages advanced data analytics and artificial intelligence (AI) to interpret feedback and identify trends. By analysing thousands of customer responses, the organisation gains actionable insights, which are prioritised scientifically to address members’ concerns effectively. This approach ensures that decisions are data-driven, minimising biases and improving operational efficiency.
• Acting: The organisation is committed to transforming insights into tangible actions. Empowered teams across the company implement quick solutions based on feedback, reducing bureaucracy and expediting change. This agility was tested during a significant IT transformation, where member satisfaction initially declined due to unforeseen challenges. However, by acting decisively and using its customer experience system, Beneva restored member confidence within months, underscoring the system’s efficacy.

Beneva recognises that a great customer experience begins with an excellent employee experience. Change management and effective communication are prioritised to help employees adapt to new tools and processes. By supporting its workforce, the organisation ensures that its teams are equipped to deliver exceptional service. This people-first approach extends beyond employees to members and communities, reflecting the cooperative values inherent in Beneva’s mutual model.

As a mutual, Beneva embodies a business model that prioritises members over short-term financial gains. Its commitment to people-first principles is evident in its purpose: to provide peace of mind and support when it matters most. By staying true to its mutual roots, the organisation continues to deliver value to its members, employees, and communities.

NFU Mutual, a leading mutual insurance provider in the UK, has established itself as a distinguished organisation committed to both its customers and employees. At the heart of its strategy is its unwavering commitment to making the organisation a great place to work. Through substantial investment in employee development, the organisation fosters a culture of learning, innovation, and trust. Staff are encouraged to grow and thrive in an environment that embraces diversity and inclusion. Gallup’s engagement surveys highlight NFU Mutual’s remarkable progress, placing it in the top percentile of global companies for employee engagement—a testament to its relentless focus on people.

To understand and serve its members better, NFU Mutual has developed sophisticated tools to capture customer feedback. The recently implemented “Voice of Customer” platform, powered by Qualtrics, provides real-time insights into customer interactions. The insights gained from this platform are instrumental in shaping strategic decisions and improving processes. For instance, customer feedback helped mitigate disruptions during agency mergers, ensuring service stabilised at higher levels post-merger. These robust feedback loops ensure that customer voices drive meaningful action, enhancing satisfaction and trust.

NFU Mutual’s approach to ESG initiatives is equally collaborative. By engaging directly with its member volunteers, the organisation identifies and prioritises ESG goals based on customer preferences. This participatory approach ensures that the ESG agenda aligns not only with the organisation’s values but also with the aspirations of its members.

The organisation’s relentless focus on improving customer experience has earned it a standout position in the UK insurance industry. Independent metrics place NFU Mutual consistently ahead of competitors, with customer satisfaction scores significantly exceeding industry averages. Recognition from prestigious awards, such as the UK’s Which? Insurance Brand of the Year, underscores the effectiveness of its customer-first approach.

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