Vero named General Insurance Company of the Year

We’re pleased to share that we were named General Insurance Company of the Year at the Australia and New Zealand Institute of Insurance and Finance Awards.

The recognition extended to our Claims Team, who were finalists for Claims Team of the Year. Together, these achievements recognise the work happening across Vero to deliver better experiences for our customers, brokers and partners.

We’re proud to celebrate this award - but the real pride comes from what this trophy represents. It’s a wonderful recognition of the work our team is doing every day for our customers, brokers and partners. 

Better Customer Service

Over the past 12 months, we took a comprehensive look at the customer experience. When people need to make a claim, they are typically juggling stress and disruption. The last thing they need is added complexity. 

As a result, we increased our focus even more on finding new ways to make the process simpler and more efficient.

By embedding automation across core customer and claims workflows, we cut back-office turnaround times to just 3-5 days and significantly improved our processing backlog.

Replacing paper claims with digitised ones streamlined the process further, and we saw digital uptake surge by 121%. 

And by introducing our Under $10,000 Repair Pathway - where motor repair claims under $10,000 are automatically approved - a significant percentage of motor claims can bypass red tape and get straight to repair. 

This means we can spend more of our time directly supporting our customers and resolving complex issues. Thanks to innovation in our customer service space, we’ve also been able to listen to our customers far more attentively. In late 2025, we piloted an AI-driven Sentiment Analysis capability within Salesforce to spot early indicators of dissatisfaction or vulnerability. Negative sentiment triggers follow-up actions through closed-loop workflows, ensuring concerns are investigated and customers receive direct support earlier. 

This has been key in helping us move from reactive service to proactive care.

We’re grateful to ANZIIF for this honour - and to our brokers partners, and team for trusting us along the journey. We look forward to building on this momentum in 2027 and beyond.