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This finding from a 2022 Edelman Trust Barometer study was just one of a number of increasing concerns about the embattled sector aired at the inaugural Insuran",[258],{"_key":259,"_type":260,"content":261},"c271b31f6ff1","richText",[262,293,301,309,317,325,344,352,361,369,378,410,418,426,434,442,450,458,466,474,482,498,510,518],{"_key":263,"_type":14,"children":264,"markDefs":287,"style":22},"cc6d0ea46854",[265,269,274,278,283],{"_key":266,"_type":18,"marks":267,"text":268},"4d366b6daced",[],"When more than half of the world’s consumers don’t trust the insurance industry you know there is a reputation problem. 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The ",{"_key":333,"_type":18,"marks":334,"text":336},"ec409b0809d0",[335],"80794f65c489","Vero Insurance 2023 SME Index",{"_key":338,"_type":18,"marks":339,"text":340},"29545058af0a",[]," (undertaken by BrandMatters which was acquired by Fuller last year) shows that small to medium business satisfaction with insurance brokers is at 78%, well above pre-COVID levels. This satisfaction is particularly strong amongst larger businesses who value the pivotal role they play in explaining risk management and being a specialist risk adviser, whilst simultaneously acting as a true customer advocate.",[342],{"_key":335,"_type":289,"blank":65,"href":343,"internalLink":64,"nofollow":35},"https:\u002F\u002Ffuller.com.au\u002Fwork\u002Fvero-sme-insurance-index\u002F",{"_key":345,"_type":14,"children":346,"markDefs":351,"style":22},"030cd4de8616",[347],{"_key":348,"_type":18,"marks":349,"text":350},"0c64cd5985ac",[],"“This is a testament to the strong relationships that brokers have with their clients and serves as evidence of the value of the profession to Australian business,” the report says.",[],{"_key":353,"_type":14,"children":354,"markDefs":359,"style":360},"7f9b355b710b",[355],{"_key":356,"_type":18,"marks":357,"text":358},"0426fbc54a43",[],"Macro issues",[],"h3",{"_key":362,"_type":14,"children":363,"markDefs":368,"style":22},"f20626ca2f5a",[364],{"_key":365,"_type":18,"marks":366,"text":367},"c94df1f642a6",[],"The conference – which was something of a crystal ball summit – highlighted a number of global trends and issues that are affecting the future of the industry.",[],{"_key":370,"_type":14,"children":371,"markDefs":376,"style":377},"c51c6371086f",[372],{"_key":373,"_type":18,"marks":374,"text":375},"c8daf851acc2",[],"Changing technology",[],"h5",{"_key":379,"_type":14,"children":380,"markDefs":409,"style":22},"0df79ab1601d",[381,385,389,393,397,401,405],{"_key":382,"_type":18,"marks":383,"text":384},"502c4fba889e",[],"The industry suffers from ageing IT systems, which were frequently bolted together as acquisitions occurred over time. These businesses are losing their competitive edge against faster moving companies that are adopting AI and predictive modelling technology to manage risk. In this changing technology context many large, legacy insurers often appear as “deer in the headlights” paralysed by the need to change and unsure where to prioritise. 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In this new climate reality, insurers are distracted as they build a view across risk ratios and what risk is acceptable or not. How to define vulnerabilities in a rapidly changing climate and how to manage what are seen as solutions is the big challenge. For example, how does the industry respond to the desire by 85% of Australians to live near the coast when it is more vulnerable to storms and floods? And how does it manage the boom in EV technology when unstable lithium batteries may have an increased fire risk?",[],{"_key":427,"_type":14,"children":428,"markDefs":433,"style":377},"785c196941c6",[429],{"_key":430,"_type":18,"marks":431,"text":432},"424e4161a2dc",[],"Regulation",[],{"_key":435,"_type":14,"children":436,"markDefs":441,"style":22},"ad302b3bd560",[437],{"_key":438,"_type":18,"marks":439,"text":440},"414785bfcf7c",[],"Government regulators (and politicians) are increasingly frustrated with claims speed after catastrophic events. However, the sheer size of the workload after these disasters is beyond the capacity of most companies. Another presenter highlighted for example the Northern Rivers floods which created 224,000 individual claims in less than one week which is an impossible task for existing teams. Technology and its ability to process claims more quickly has a huge role to play here.",[],{"_key":443,"_type":14,"children":444,"markDefs":449,"style":377},"dfc67a7143af",[445],{"_key":446,"_type":18,"marks":447,"text":448},"8678b75f7d1b",[],"Cyber risk",[],{"_key":451,"_type":14,"children":452,"markDefs":457,"style":22},"6a29ca0eea0b",[453],{"_key":454,"_type":18,"marks":455,"text":456},"04837a918ba3",[],"The insurance sector is a large holder of customer data and therefore represents a target for the global web of ransom-wear criminals. 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This includes fairness and transparency around policy wordings, claims, timeliness…and where the matter is grey erring on the side of the client. This includes reducing the inherent insurance product",{"_key":490,"_type":18,"marks":491,"text":492},"3310d6eb1eb7",[],"complexity",{"_key":494,"_type":18,"marks":495,"text":496},"23d1f64cb2a9",[]," within the insurance transaction.",[],{"_key":499,"_type":14,"children":500,"markDefs":509,"style":22},"12824aef0684",[501,505],{"_key":502,"_type":18,"marks":503,"text":504},"a1dcf8575921",[],"With this in mind companies need to set a clear purpose for their brands, beyond risk ratios, GWP and shareholder growth.",{"_key":506,"_type":18,"marks":507,"text":508},"a44df1bd8fec",[]," This means accepting the challenge of re-inventing their businesses around their customers.",[],{"_key":511,"_type":14,"children":512,"markDefs":517,"style":22},"7af823b464fc",[513],{"_key":514,"_type":18,"marks":515,"text":516},"03992cc5bead",[],"In tough and turbulent times, clients seek the security offered by a strong, clear 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strategies to build trust and credibility in our latest blog.",{"url":530,"alt":531,"width":532,"height":533,"lqip":534,"blurHash":535,"assetRef":536},"https:\u002F\u002Ffuller.example.com\u002Farticles\u002Fbrand-reputation-insurance-industry",{"title":542,"slug":543},"Insights","insights","hydrangeaBlue","26 April 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Conjuring memories of campaign ideas left on the focus-group floor, and rounds of concept changes that lead to an outcome that resembles very little of your original vision.","\u002Farticles\u002Finsights\u002Fco-design-embracing-community-purposeful-creative","June 2026",{"title":542,"slug":543},{"url":711,"alt":531,"width":712,"height":713,"lqip":714,"blurHash":715,"assetRef":716},"https:\u002F\u002Fcdn.sanity.io\u002Fimages\u002Fbjim4pg9\u002Fproduction\u002F15f1f2ca0f483e4bddae99466642e96d907938b1-1080x1920.jpg?auto=format",1080,1920,"data:image\u002Fjpeg;base64,\u002F9j\u002F2wBDAAYEBQYFBAYGBQYHBwYIChAKCgkJChQODwwQFxQYGBcUFhYaHSUfGhsjHBYWICwgIyYnKSopGR8tMC0oMCUoKSj\u002F2wBDAQcHBwoIChMKChMoGhYaKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCj\u002FwAARCAAkABQDASIAAhEBAxEB\u002F8QAGAABAAMBAAAAAAAAAAAAAAAAAAQGBwX\u002FxAAkEAABAwQBAwUAAAAAAAAAAAABAAIDBAURIRITMUEUIzJRgf\u002FEABgBAAMBAQAAAAAAAAAAAAAAAAIEBQYA\u002F8QAHBEAAgIDAQEAAAAAAAAAAAAAAAECIQMEEhEx\u002F9oADAMBAAIRAxEAPwCIbjSRRdV3Ij6AyV0LZcKS4xu9NIHOb8mnRH4qvBI06yEpIZIL9TzQayCJMeWrZyRlY4ek\u002FC1SxjmUUeSqHM5RGoMHhmSUV5e+oPJ2B4WjWmaIW1spwZXDusxoLJNLOHOy2POdq6NkFNStjaewTz1k7LclFR5iidNWDqHaKvTVfuHaJta1HLUonE4zhQap7sHaIjx\u002FQsCs5MrjzO0RE+iolR\u002F\u002F2Q==","cK7.^rMuR+q9ajohcGo$n$ozacV=t8kDWC","image-15f1f2ca0f483e4bddae99466642e96d907938b1-1080x1920-jpg",{"title":718,"excerpt":719,"path":720,"publishedLabel":721,"category":722,"heroColour":544,"image":723},"Brand Architecture 101: Branded House vs House of Brands!","What is Brand Architecture? 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These models are c","\u002Farticles\u002Finsights\u002Fbranded-house-or-house-of-brands","April 2026",{"title":542,"slug":543},{"url":724,"alt":725,"width":726,"height":727,"lqip":728,"blurHash":729,"assetRef":730},"https:\u002F\u002Fcdn.sanity.io\u002Fimages\u002Fbjim4pg9\u002Fproduction\u002F820688470773d31a0d4e41e88512e0a46f1fbd52-4500x3000.jpg?auto=format","infographic",4500,3000,"data:image\u002Fjpeg;base64,\u002F9j\u002F2wBDAAYEBQYFBAYGBQYHBwYIChAKCgkJChQODwwQFxQYGBcUFhYaHSUfGhsjHBYWICwgIyYnKSopGR8tMC0oMCUoKSj\u002F2wBDAQcHBwoIChMKChMoGhYaKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCj\u002FwAARCAANABQDASIAAhEBAxEB\u002F8QAFwABAQEBAAAAAAAAAAAAAAAABQAGB\u002F\u002FEACAQAAICAgICAwAAAAAAAAAAAAECAwQAEQUxEiEGQVH\u002FxAAWAQEBAQAAAAAAAAAAAAAAAAAEBgf\u002FxAAcEQACAgIDAAAAAAAAAAAAAAABAgADETEEElH\u002F2gAMAwEAAhEDEQA\u002FAMDBFHDfdplMkSn0B9438YvvxnKV7cQ0pfxcHrxP7h95HnsSkSlAR0BhPEzSrZeMSbVnCnY3vC8mlLw\u002FbyVqqtChSN7ncLL7mY6C796B2MsMrErXjUdBQMsz8pg4iAJ\u002F\u002F9k=","VGJFMl0F~QEnN4-$9wFat2RAS]R+r^xUVts:R.bIxZjY","image-820688470773d31a0d4e41e88512e0a46f1fbd52-4500x3000-jpg",{"title":732,"excerpt":733,"path":734,"publishedLabel":735,"category":736,"heroColour":544,"image":737},"A health test for your brand","We think nothing of booking our cars in for a grease and oil change by our mechanic. 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It’s the same in business. The ever-evolving,","\u002Farticles\u002Finsights\u002Fbrand-building-in-uncertain-times","April 2025",{"title":542,"slug":543},{"url":780,"alt":531,"width":781,"height":782,"lqip":783,"blurHash":784,"assetRef":785},"https:\u002F\u002Fcdn.sanity.io\u002Fimages\u002Fbjim4pg9\u002Fproduction\u002F49030fc435432010180b30685047140e346604e9-1536x1024.png?auto=format",1536,1024,"data:image\u002Fpng;base64,iVBORw0KGgoAAAANSUhEUgAAABQAAAANCAIAAAAmMtkJAAAACXBIWXMAAAsSAAALEgHS3X78AAADJElEQVQokQEZA+b8AFdXUl1cVj4+NSwxKV5kYaqqq8vJzcfFyb29wMnIzNTR1s7L0MzKzs\u002FLz5yZmEtKQiMmHRccFigrKE9STwBsbWmRj4xubmhFSEJna2iUlZa2tbe1triboKGztLfGxMirqaqop6jEwMOdmplISUIoLCU9QT1wcW+hn58AeXl2ubW1qaelbW9sdXd2h4iIoKChqKqsjJKSpqmqtbS2fX57cnNvpKOjl5aUU1ZQVFdTjIyLvLm50c3NAHFxbrq3t8K\u002FwIKDgmxwbnl7epaXmKeoqpebm62usLCvsWhrZkdKQXR1cJCRj4iJh6Sjo8rGx9PP0NDLzABRU0+RkI+qqKl5e3lYXVpjZ2aOj5CnqKqho6S2trmwr7BkZmA9QDdpa2WlpKTCv8DOy8zNycrAvr61s7MAUFNOeHl3gYGAZmlmZmlncXRzi4yNmpycn6Cgube6qqmpZGVfV1lRlpWTxcLDy8jJv72+sK6vrayrr66tAHV1cqSjopWVlGlsan1\u002FfZaWlpOUlIaIhpWWlbOys6CennNzboGBfbWzs8XCw7+9vbe1trKwsMC+vs7JygBrbWqmpKSjoqJ5e3mQkI+npqaMjYxvcW6JiYehoaGOjYyMi4msqqi+u7vCv8DGwsO\u002FvL2ysbC4tbW7uLgALjMwUlNRXF5cVllXfH18jI2MZmpnT1RPbnBtc3RyY2Vif398oJ+doJ+enJualJWTgYOBbG5sY2RjXF5dAAkPCxIXExcdGR0kIDY7N0VLRzlBPTU8N0RIRDY6Ni0xLUtOSVhbV0hNSj1DPjM5NSYtKR0iHxgbGRQXFQAKEgwMFA4PFxERGhQYHxkgKCEnLygwNjAxNS8bHxoaHxoyNS8xNjAiKCIXHxkTGhQOFxEOFRAMEg4KDwsAFBwVFh4XGiEaHSUeIighKC0mLzQtODw1NTkyISUgJCgiODs0Ojw1MjUvKi4oJCgiHiQdGyEbGB8YFhwVABgfGBogGh4lHiQpIikuJy4yKzM3MDg7NDc6MygsJiouKDk7NDs+Nzc6NDM2MC8zLCktJiIoIR4kHBogGVJbUZXHs7vIAAAAAElFTkSuQmCC","VWG+O7M{Rjaej[~qj[RjWBt79FxuInayt7azofIUt7WB","image-49030fc435432010180b30685047140e346604e9-1536x1024-png",{"title":787,"excerpt":788,"path":789,"publishedLabel":790,"category":791,"heroColour":544,"image":792},"Beyond Incentives: The science of motivation","This piece is part 2 of a 4 part series on behaviour change that was researched, written and designed as part of the Fuller Fellowship program. The series looks at behaviour change through the lens of human-centred design, and provides insights and guidance for communicators, des","\u002Farticles\u002Finsights\u002Fbeyond-incentives","July 2024",{"title":542,"slug":543},{"url":793,"alt":531,"width":794,"height":795,"lqip":796,"blurHash":797,"assetRef":798},"https:\u002F\u002Fcdn.sanity.io\u002Fimages\u002Fbjim4pg9\u002Fproduction\u002F029e6356d2e352fcb913b2ab80f4760a624b8709-1179x2095.png?auto=format",1179,2095,"data:image\u002Fpng;base64,iVBORw0KGgoAAAANSUhEUgAAABQAAAAkCAYAAACJ8xqgAAAACXBIWXMAAAwmAAAMJgE29OC7AAACjUlEQVRIie2U30tTURzA\u002FW96CpJACu+dkiWSaflsIfVQZJRkoabL\u002FJVt5u65d5tOt+mmzowie6okQoIerOglwod+YTjT7Z57Jz0UBbVPbM2UGBH5Jj584Mv3wOd8z\u002Fec7ylIakraFCqbJG0K9YepKd8KtoVs95At\u002F2wcOdbitXxJjrV8yR\u002Fraj5hKaZxCNM4iKnvX4+NKqSvFuk\u002Fhuk9kkX6jyL9tZjeKky99E+hmja1YkyjHGvwFDJwBjlYhxxuwBo6hzV8ASvYjhVswwqcxRpqxA5dxQp1IgPnkd6aTLU5obpRWIE13Iw9qmFH3aRifuwJL\u002FaEwI62Yo+ewR5twB7rxh5zYYUvYYe6sAZOYur70qYoziMcasKOeEiNu0ndCJCaGmL15gAydoWV8UbkeBOpSRerk\u002F3IkVZWgp0k8gpFMaanDNNzAlM\u002FhRyoIxFs4X3IzesRH\u002FORAHPhMK+C\u002FayE21kccfE0cJkHxmleimoSwpGW60fOXIpC0q2QuFzKcquDZI\u002FKgqjlnu4l4rvLdDhGLHSHSd8Uz4w2nujH6e6tpr5jL1O9RXzQlJxw4y33KyS6ilhuKSThLORt32HC2hjNxgtCkQmi0Si9vlluaYJH1ytxduykzrmDUM8u3niK8wgzeBQSrr0krxXxrr+KcW2QTn2WSChMbGQYn3eaGa2dec8B7rt2c7t3N8\u002F79rD0y\u002FG3SVGIi3LmtHpmhJNZXxMP\u002FU4eGxd5K46wIhwsakqWxL+OXlKU8FGUERcHWBCVvBE1LIqK3xv+1yxLoWRJZjdwbM3fRt0Wqts9VLfCs5FC+SGFmvnPNoUl1O+WpnwtsHX1s204vmwa3fE5JdRPmQrjUleXNo1Q45amLPwEOIOoZZKvmbYAAAAASUVORK5CYII=","c5QsbE}r:z-qoLjD{aNsB@:|WUXV2Mwz;H","image-029e6356d2e352fcb913b2ab80f4760a624b8709-1179x2095-png",{"title":800,"excerpt":801,"path":802,"publishedLabel":803,"category":804,"heroColour":544,"image":805},"Can you afford to cut your marketing right now?","Have you noticed your local coffee shops are closing their doors? This doesn’t mean people have stopped needing their morning caffeine fix, it just means that they’re now getting it at home with a 5c teaspoon of Nescafe Gold. They’re also packing their lunch, and having friends a","\u002Farticles\u002Finsights\u002Fcan-you-afford-to-cut-your-marketing-right-now","June 2024",{"title":542,"slug":543},{"url":806,"alt":531,"width":532,"height":533,"lqip":807,"blurHash":808,"assetRef":809},"https:\u002F\u002Fcdn.sanity.io\u002Fimages\u002Fbjim4pg9\u002Fproduction\u002F087aeb880335447f7b067d36ed7c6eb64cc02097-1200x628.jpg?auto=format","data:image\u002Fjpeg;base64,\u002F9j\u002F2wBDAAYEBQYFBAYGBQYHBwYIChAKCgkJChQODwwQFxQYGBcUFhYaHSUfGhsjHBYWICwgIyYnKSopGR8tMC0oMCUoKSj\u002F2wBDAQcHBwoIChMKChMoGhYaKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCj\u002FwAARCAAKABQDASIAAhEBAxEB\u002F8QAGQAAAgMBAAAAAAAAAAAAAAAAAAMEBQYH\u002F8QAHhAAAgEEAwEAAAAAAAAAAAAAAQIDAAQFERIhMQb\u002FxAAVAQEBAAAAAAAAAAAAAAAAAAADBv\u002FEABsRAAICAwEAAAAAAAAAAAAAAAABAiEDERIT\u002F9oADAMBAAIRAxEAPwDm\u002FwAn8+mbmk5XARYtFl12RVrm8bZ4sy2wZVUr0T6az2ClkiFyYpHQ8PVOqRlpHkkiMjs54esd1TY58JsGSj5qrITdEiimJ2o3RQbCP\u002F\u002FZ","M89s.c^70J0|Na9]Il$$-ts;0cEf?1=ys=","image-087aeb880335447f7b067d36ed7c6eb64cc02097-1200x628-jpg",{"title":811,"excerpt":812,"path":813,"publishedLabel":803,"category":814,"heroColour":544,"image":815},"Beyond Awareness: A Human-Centred Design Approach to Impacting Behaviour Change","This piece is part of a four part series on behaviour change that was researched, written and designed as part of the Fuller Fellowship program. The series looks at behaviour change through the lens of human-centred design, and provides insights and guidance for communicators, de","\u002Farticles\u002Finsights\u002Fbeyond-awareness",{"title":542,"slug":543},{"url":816,"alt":725,"width":817,"height":818,"lqip":819,"blurHash":820,"assetRef":821},"https:\u002F\u002Fcdn.sanity.io\u002Fimages\u002Fbjim4pg9\u002Fproduction\u002F6e60f17dddc385c204da1d326762b03e4629a9bd-2000x3556.png?auto=format",2000,3556,"data:image\u002Fpng;base64,iVBORw0KGgoAAAANSUhEUgAAABQAAAAkCAYAAACJ8xqgAAAACXBIWXMAABSBAAAUgQGVr8uiAAADBUlEQVRIie2U209TWRSH+0\u002FovzA++OrDjC9q4pMayahRerEHpLRcLE7aagEVpciktOeUtNASikIpUloYsV5CvMREo5J4CV4Qh5lMhlETFRLRcSqcfSZ+pgWF4CUx4cEYHn57rZ3s\u002FeW3V9ZeOoOssZjSLQFZqiHfcdsYGzVMQQ1jYF4+G80RDXN4Jl+4NyqfAWYPFHYIzC1aTtm8IDoTLT0qRQlBYbugoF1gSaoUJwW7OkXunkH5BFCKath+U7H2CEpTGvZTAvsJDXu\u002FoKxHYIsLSrs0ynsFu08KbEmBNSUo6hQ5px8D2wQlp1TK0tM4zqhUX1A5eF5wYEDgSqjs6RA4jqtU9mdwp99Q3qViTWbdC0xNYgFQ0TC3TmFOPsPQ\u002FhBnbJiGvgcc7nvML4knlLf9RUXHONbWv5F8lygKXsPaOY41pWKJTSE1ZjDJ0\u002FMdCvJDE+S1XGVrIIY\u002FFOJcLERr20mKPSmsNUdxNl9hW2WSdXkFbLc4KW66SUnsJa7QGAe8I5T6JuaAJvk1Jvl38gMXsCm9dDUHGE3UMNDeQtXBINXuOio9x\u002FnZFmbLxk3ss+Tj9p5mb3AE2XuJcN15HN5\u002FMMoCXXaxyBPYlWEqlFvUHDlHf+2v\u002FBG0cz3aRHfkNKlwEp+vjx3uKNvLjFS4tuLyeDns6aPec5Hq+mEsvskZh1lgofyKUuUpVUdu0L17P0PSGsYcefzZFGGke5DR1CDJaC+basv5wbmKlY6VrHdtwF7VSIXnHpLv31zZPjzZKKvs9GeoPDRIuriE26a1DDn3cCc8wN34fYbidzkW6WXtIYnlrtUsc\u002F7Iir3b2FyTYGfD81nYPOB7aEn9IzzVZ1HcCZS6ywRCjwhExpGbn+JsvM+G+jSra+P8VBtnTV2azd5R9PKbz\u002F9lo38Ks+8Vkm8Syf8aSZlGUtScTHKGfPklO\u002FwvZjWJXs58cPbF4aCXBfpcnNP79jLOaiHI8OVp8+nDc7X6aqD2Dc5DwxLQsFRDw1e0zdvFlM6g\u002FK8tpnR6WftvMfUOg4UMD0QnvU0AAAAASUVORK5CYII=","cJB}#excNPozbGahErR-x8V$jbk8+;smOH","image-6e60f17dddc385c204da1d326762b03e4629a9bd-2000x3556-png",{"data":823,"sourceMap":824},{},{}]