Initiating change program

Situation

Suncorp is the largest Compulsory Third Party (CTP) provider in Queensland, insuring more than 1.5 million vehicles in the state.

The Suncorp CTP Claims Department had 12,000 paper files but was planning to implement a change from paper to paperless files. “We wanted to do something different to highlight that you do not need to be afraid of doing something different” said Karen Finegan, Leader CTP Claims QLD at Suncorp.

Objective

Suncorp’s objective was to instill a sense of fun by planning an event with a “WOW” factor. “We wanted to demonstrate how great results can be achieved through teamwork and ensure everyone had a willingness to embrace change and give something new a go”, said Finegan.

Action

“We sent all participants a meeting planner. The meeting planner simply said, ‘Let’s launch imaging with a BANG!’. Imaging is the name of the project we were undertaking and everything else was left to their imagination. No one was able to guess what we had planned.” Many participants said afterwards that they “would not have imagined in a lifetime that we had drumming planned!”

Outcome

Suncorp was very satisfied with the results. “The feedback we received from staff was extremely positive”, said Finegan. The comments from staff after the event were very encouraging. One particular staff member commented, “I found the drumming to be exhilarating - I left there on such a high - it was amazing!”