Sue Blick of Christchurch has been in the insurance industry just shy of seven years, and when this year’s major weather events hit parts of Aotearoa, New Zealand, she knew exactly how NZI’s affected customers would be feeling.
Having previously worked in claims for the Earthquake Commission (EQC), after the tumultuous 2010/11 Canterbury earthquakes, and now specialising in sales at NZI, Sue says these combined experiences have cemented the crucial role that insurance plays in protecting our customers and communities.
“We need to ensure we get it right for our customers from the get-go – from the time they join us or lodge a claim in their time of need - through to the settlement of that claim,” she explains.
Instead of succumbing to fear and despair during the tough years that followed the Canterbury earthquakes, Sue channelled her energy to make a positive difference in the lives of those affected, including her own team members.
“The earthquakes rocked our community to its core, and my team was managing hundreds of complex cases. I remember many of our customers facing real hardship, and my job involved helping them get through this time, listening to them, and managing their claims with compassion.”
From one natural disaster to the next
Sue, now National Manager – Personal Lines, and based at NZI’s Christchurch office, says helping people comes naturally to her and is an affinity she’s had from a young age: “It’s certainly an attribute that’s helped me through several challenges during my career, especially when dealing with complex claims.
“I felt for the people of Canterbury after the 2011 earthquake because no one had experienced a natural disaster of this type in their lifetimes – including me.”
Sue says it’s been another challenging time for insurers after this year’s Auckland Anniversary Floods and Cyclone Gabrielle: “We continue to move at pace to support our customers by working through the huge volume of claims from this summer’s events.
“Unfortunately, some claims are complex to resolve, especially where there has been extensive land damage – and my heart goes out to these customers.”
A leader in the making
Before NZI and the EQC, Sue was in the banking industry, working as a regional manager for Westpac in sunny Nelson, and after that in Christchurch.
“I got into banking at the tender age of 18 straight after graduating from Lincoln High School,” she says.
“I didn’t even consider university back then, but I was an avid learner and studied banking and finance part time, as well as studying a Diploma in Business Studies during my 20s.
Sue was chipping away at her diploma for six years while working full-time at the bank when her manager at the time offered her the opportunity to do a leadership course.
“During my course I realised my passion for leadership and mentoring people,” she says.
With her Diploma and leadership course under her belt, Sue felt she had learned the intricate dynamics of management, and her own desire for self-improvement propelled her quest to be a great leader.
“I’m forever grateful to my manager at the time because he saw my leadership potential and gave me the opportunity to grow and learn from him as well.”
A new challenge
Earlier this year NZI reviewed the way its personal lines business was set up to best suit its broker partners, and to deliver on its strategy.
This evolution of NZI’s operating model saw its Personal Lines sales and underwriting teams come together to support specific regions, a move which Sue thinks will enhance collaboration with their commercial teams and better support their regional brokers and mutual customers.
"The changes are a significant milestone for us and will benefit our broker partners because it better aligns our sales and underwriting teams to be more regionally focused.
“We’re aiming to change our broker experience for the better because at the end of a broker is a customer, and that’s important to us.”
Finding a balance
Sue believes that true leadership is not about personal accolades but rather empowering others to rise above adversity and learning to be resilient.
Outside of work Sue loves walking her dog, Kevin, a pug-terrier cross, gardening, and nurturing her collection of bonsai trees. She also enjoys travelling with her husband, Greg, with a trip to Egypt next on the bucket list.
Sue says she encourages her team to think about their own wellbeing and work-life-balance to ensure they are making time for the things that give them joy. She’s a firm believer in being “kind to yourself.”
Sue says NZI is an innovative and customer-focused organisation and she’s excited about her new role and the opportunities ahead.
“I’ve got a talented team, and our ongoing commitment to delivering a positive experience for our brokers while ensuring we continue to provide peace of mind for our customers, is at the heart of everything we do.”
