The Bridge International and ANZIIF open the 2026 Heartbeat of General Insurance survey
The Bridge International and the Australian and New Zealand Institute of Insurance and Finance (ANZIIF) today opened the survey for the Heartbeat of General Insurance report. This is the second year the two organisations have conducted this unique research together.
“We’re excited to partner with The Bridge International again on this research,” said Katrina Shanks, Chief Executive Officer of ANZIIF. “Last year’s report gave our members industry insights with real depth: results by segment, insurer size and organisation type, and a clear view of where capability and talent risks sit. We saw a great deal of value, and expect an even stronger response this year.”
The Heartbeat survey asks the people who work in insurance what they see each day: how customers behave, where commercial pressure sits and how culture is shifting. Combined, their answers give leaders a view of the industry that no single organisation can produce.
What last year's report found
Of those who responded to the 2025 survey, 77% held senior leadership, board or executive roles, providing a unique perspective from leaders across the general insurance sector.
“Bringing together the voices of executives and boards across the market gives us a unique insight into how leaders are thinking, what is keeping them up at night and where they are placing their bets,” said Stuart Blake, Executive Chair of The Bridge International. “The Australian and New Zealand insurance market has never been more complex. Rising investment in technology and AI, increasing regulatory demands, higher people costs, changing customer expectations, consolidation and intensifying competition are reshaping the industry. As everyone races to transform to remain competitive, our Heartbeat of General Insurance reveals the focus areas, investment, energy, and the priorities shaping the industry’s next chapter.
Close to seven in ten respondents named technology-driven efficiency as their top opportunity last year, followed by digital and AI-enabled customer engagement. Respondents ranked the economic and regulatory environment as the biggest threat, followed by technology developments and climate-related catastrophe exposure.
2025 research also showed differences by organisation type. More than half of respondents rated the customer experience of mutuals, challengers and brokers as above average or outstanding.
The 2026 Survey
The 2026 survey builds on last year’s baseline. It will track where the opportunities, threats and talent risks reported 12 months ago have shifted. This year’s survey goes deeper on AI: whether it is making roles easier and more fulfilling, where automation is landing across claims, underwriting and customer service, and how far the industry expects it to reshape the workforce over the next three to five years. It will also test the talent pipeline, and how hybrid office requirements are playing out.
For senior leaders, the survey adds anonymised benchmarks giving participants a view of market performance no organisation can get on its own.
The Bridge International and ANZIIF are seeking and encourage responses from every level of the industry, from frontline claims and underwriting teams to boards.
Stuart Brown, Chief Executive Officer of The Bridge International, said: “The Heartbeat Survey brings together views from across the general insurance value chain, from the frontline to the boardroom, to show the themes shaping the market, from macro pressures to the issues organisations are grappling with right now. It also gives leaders a benchmark of how their organisation is performing against the market and its segment. The more people who take part, the sharper that picture becomes.”
The survey opens on 29 October, closes on 27 November 2026 and takes 5 to 10 minutes to complete.
Privacy & Participation
All responses are de-identified and anonymised. At the end of the survey, participants can complete a separate form with their contact details to receive the full report and an invitation to a webinar to be held jointly with ANZIIF on the findings. Last year’s report is available at thebridgeinternational.com/heartbeat.
Findings from the Heartbeat survey will be unveiled at the ANZIIF International Insurance Summit on 11–12 February 2027, giving delegates a first look at how the market has shifted.
Tickets are available at:
https://anziif.cventevents.com/event/ANZIIFInternationalSummit/register
As a thank you from both ANZIIF and The Bridge International, survey participants who register to receive a copy of the 2027 Heartbeat of General Insurance Report have the option to enter a draw for one of two tickets to the ANZIIF International Insurance Summit, 11–12 February 2027 at the ICC Sydney.
