Insurer confidence in the Australian Reinsurance Pool Corporation (ARPC) remains high, according to the latest 2024/25 Insurer Customer Survey, conducted independently by ORIMA Research.
ARPC also received a strong score of 84/100 for in the survey’s Overall Stakeholder Perceptions Index. This result was supported by 99% of insurer customers rating their working relationship with ARPC as good or very good.
In the reputation index, ARPC scored 82/100, with particularly high ratings for professionalism (96%), knowledge (91%), and customer focus (88%). The Corporation also scored high in the survey’s performance index, reaching of 84/100, with insurer customers praising ARPC’s responsiveness (96%) and communication of outcomes (96%).
Additionally, for the compliance facilitation index ARPC scored 83/100, reflecting strong support for its guidance, training, and proactive communication; and in the capability and effectiveness index the Corporation scored 75/100, with high confidence in ARPC’s industry knowledge and skills.
Feedback from insurer customers highlighted ARPC’s strengths in maintaining open and flexible engagement, providing timely support, and offering clear guidance, particularly during the onboarding and operational phases of the cyclone pool.
Opportunities were also identified by the survey to improve transparency in decision-making, reduce changes to data requirements, and streamline audit processes.
ARPC Chief Executive Dr Christopher Wallace welcomed the findings: “We are pleased to see strong support from our insurer customers. These results reflect the dedication of our team and our ongoing efforts to strengthen our engagement with the industry.
“We are committed to maintaining a customer-focused approach, continually refining our operations to better support our insurer customers. As we look ahead, we’re focused on delivering value, strengthening our data and analytics capability, and ensuring the pools meet the evolving needs of the insurance industry,” Dr Wallace said.
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