Gail Costa's farewell message to advisers

A changing industry, a constant purpose

From my very first day in financial services, what always stood out to me was the importance of relationships, building trust and remaining open to continuously developing yourself and your business.

I remember clearly when independent financial advice really began to take hold in New Zealand. It was a turning point that marked a transformative shift for our industry. Customers wanted people they could trust, independent advice they could rely on and service that never let them down.

This reshaped how we all worked and the importance of earning trust and ensuring products, price and service always hit the mark, has stayed with me ever since.

Despite the challenges we’ve faced in recent years with regulatory shifts, rising customer expectations and technology moving faster than ever, one thing that hasn’t changed is the essential role you play in helping New Zealanders protect what matters most.

I’ve not only been impressed by the quality of advice on offer, but how as a profession you continue to develop yourselves, your businesses and your skillsets to ensure you’re continuing to provide the best possible outcomes for customers and maintain that all-important trust in our industry.

A journey of transformation
Since acquiring the OnePath business in 2018, I could never have imagined the pace and scale of the evolution that would follow. The first Covid-19 lockdown proved a pivotal moment. It provided us the opportunity to step back, rethink our strategy, and truly commit to transforming our business from a niche player to a mainstream life insurer.

The speed with which we reimagined our products, improved our services and grew our reach, including expanding our presence into the South Island to deepen our support for you and your businesses, is something I’ll forever be proud of.

Over the years I’ve enjoyed meeting with many of you and having you continuously challenge us to do even better. Our transformation has only been possible because of your feedback and invaluable insights.

Thank you for backing us and backing your customers
You put your trust in us to support the advice you give every day and earning that trust has been one of the great highlights and privileges of my career. Thank you for helping us build something that we can all be proud of.

While I may no longer be at the helm, I know that Chubb Life is here to make a real difference over the long term.

We want more New Zealanders to have access to financial advice and quality insurance products that meet their needs. We’re in this to protect what people value most: their lives and their loved ones, and it is my firm belief that this will carry on with the amazing team I leave behind.

Looking ahead
There’s so much more to come from us at Chubb Life. We’re determined to keep listening to you, improving how we show up for you and your customers and working together to tackle New Zealand’s significant underinsurance challenge.

To everyone I’ve met and worked alongside over the years, a sincere thank you to you all. It was a real honour.

Take care and keep doing the important work that you do so well.

Gail Costa

Chief Executive Officer – Chubb Life New Zealand