FMG – New Zealand – International Best Practice Competition – 2025 (Life and Health Insurance – Advice Creation Review)

This best practice from FMG (Farmers Mutual Group) is a review and redesign of the process for creating life and health insurance advice for customers using the Lean Six Sigma DMAIC methodology. The initiative was launched to address unacceptable lead times, high costs, and adviser dissatisfaction with the previous system. The new process is simpler, faster, and more customer-focused, eliminating non-value-adding steps and improving compliance and employee morale. The implementation of this i

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
3.4.1 Design product/process/service enhancements
6.4.1 Improve process/service performance
9.7.1 Encourage employee involvement and feedback
14.3.5 Reengineer business processes & systems