Raising the bar: Six trends shaping insurance claims in New Zealand
Growth in Insurance series
The insurance claims landscape in New Zealand is evolving rapidly, driven by rising customer expectations, regulatory reform, and digital innovation. Insurers are under pressure to deliver fast, transparent, and fair outcomes while maintaining operational resilience and compliance in the face of climate risk and new threats.
As part of Deloitte’s Growth in Insurance series, we have undertaken research globally and locally to look at the key insurance claims opportunities and challenges as insurers strive to grow and deliver better outcomes for their policyholders, claims staff, communities and stakeholders.
We present six insurance claims outcomes and discuss the latest global better practices, emerging trends that challenge these better practices and share global case studies and insights.
- AI, Agentic AI and Gen AI transforming claims
- Digitalisation of the claims value chain
- Data powered claims analysis and processing
- Resilient and scalable claims operations
- Regulatory change
- Insurance claims fraud
To thrive, New Zealand insurers need to invest in technology, talent, and adaptive processes. Aligning claims, complaints, and customer experience functions under a customer-centric strategy supports proactive communication, timely and transparent outcomes, and effective support for vulnerable customers. Digitised processes and automated compliance monitoring help meet regulatory standards and drive operational resilience. Seamless data integration and governance, alongside rigorous cybersecurity measures, provide the foundation for future-ready claims operations.
This report explores these trends and outlines key challenges and opportunities for insurers to develop a more resilient, responsive, agile and impactful claims experience.
