Generative AI: Transforming client reviews for NZHL
Introduction
New Zealand Home Loans (NZHL) is a purpose-driven network of home loan and insurance advisors helping over 50,000 New Zealanders work towards financial freedom. When reimagining its annual client review process – a critical moment where advisors assess each customer's financial position – the organisation saw an opportunity for technology to make a tangible difference.
Introduction
New Zealand Home Loans (NZHL) is a purpose-driven network of home loan and insurance advisors helping over 50,000 New Zealanders work towards financial freedom. When reimagining its annual client review process – a critical moment where advisors assess each customer's financial position – the organisation saw an opportunity for technology to make a tangible difference.
The situation
For many years, NZHL advisors faced a slow and highly manual client review process. Gathering data, making sense of the information, and preparing personalized manual reports required significant time and effort, reducing how many clients' advisors could support and limiting their ability to focus on meaningful conversations with customers.
NZHL wanted to change that. By improving efficiency, advisors could spend less time on administration and more time doing what matters most, helping clients stay on track with their long-term financial goals.
This collaboration demonstrates the real, measurable impact AI can have when it’s built on trusted data and designed for people. NZHL's advisors now have faster, richer insights at their fingertips, helping them support more New Zealanders on their journey to financial freedom.
—Kylie Bryant, Partner – Consulting
The solution
To accelerate this transformation, NZHL collaborated with Deloitte New Zealand and Snowflake to build a secure, modern data foundation on Snowflake’s AI Data Cloud. This secure online environment brings NZHL’s data together in one place and makes it easier to use. AI Data Cloud became the platform for developing a generative AI solution capable of analyzing data, automating report creation, and producing advisor-ready insights in minutes instead of hours.
Deloitte’s work brought together deep technology experience, data engineering capability, and industry knowledge to ensure the solution was robust, trustworthy, and designed to meet the regulatory standards of the financial sector.
The impact
Kylie Bryant, Partner at Deloitte New Zealand, noted that the success of this work highlights the broader opportunity for generative AI-powered advice across financial services in New Zealand.
The results have been transformative. Preparation time for NZHL’s annual client reviews has been reduced by 80%, significantly lifting advisor productivity and freeing up time for personalized client interactions.
With generative AI streamlining administrative work, advisors can now better support clients through more frequent and meaningful conversations – enabling more New Zealanders to stay on track to meet their financial aspirations.
With a strong data foundation in place and some early wins on the board, NZHL is continuing its AI journey. NZHL is exploring further opportunities to use automation and offer more tailored support for advisors and customers nationwide. As Deloitte and Snowflake continue to work alongside NZHL, this work demonstrates how bringing the right people and expertise together can drive meaningful progress.
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Neal Baumann
Neil Tomlinson
