FMG, the leading insurer for New Zealand’s farmers and growers, differentiates itself through a relationship model that focuses on building customer intimacy and understanding its rural client base better than others in the market. As the organisation began to invest in digital capabilities to support its recent growth, it took an approach that would be guided by its mutual values and would align with its purpose of creating stronger and more prosperous communities in rural New Zealand. Because of this mutual ethos, FMG focused on how digital can support more efficient servicing and retention of its client base, lowering costs and freeing up its people to engage with more clients. This was truly put to the test in 2023 when New Zealand suffered two large scale catastrophic events that led to an influx of claims through its new digital service.

FMG has an organic growth strategy, meaning it invests in its people, its brand and its infrastructure. FMG has a direct-distribution model and its employees live and work in the communities they serve. They also having centralised contact centres claims and support services.

Despite being a relatively small player in the New Zealand insurance market, which is dominated by two large stock companies, FMG has had strong growth in the last decade, averaging around…