This article was produced in partnership with nib
When waitlists stretch into months and chemotherapy claims skyrocket, insurance advisers find themselves doing far more than comparing policies — they're helping Kiwis navigate one of the most unpredictable healthcare moments in recent memory. For Amanda Savill (above), head of adviser – life & health at nib, the adviser’s job is no longer just about coverage; it’s about carving out time, certainty, and options for clients when they need them most.
In a wide-ranging conversation with Insurance Business New Zealand, Savill unpacks how New Zealand’s strained public health system, combined with a sharp rise in insurance claims and mounting costs, is reshaping the way advisers support their clients. From leveraging technology to guiding preventative care conversations, advisers are being called to adapt — and, in doing so, reaffirm their role as steady hands through increasingly complex healthcare decisions.
In this Q&A, she offers practical perspectives, reminding advisers of the profound difference they make in clients' lives during critical moments.
IBNZ: How is the insurance industry evolving today?
AS: I think we can all agree that you don't have to be in the insurance industry long to realise just how quickly the landscape shifts. The pace of change across the healthcare and insurance sectors is accelerating, and the pressure that comes with that is ever-present. For advisers like you, those changes aren't just headlines --- they show up in real conversations, with real people, every day. That connection to the wellbeing of both the system and the individuals in it puts you in a uniquely important position. And while the challenges are real, so is the opportunity to make a meaningful difference, now more than ever.
IBNZ: What's happening with New Zealand's public health system?
AS: Just take a look at the data. As it continues to grapple with patient demand, funding issues, and medical inflation, more and more Kiwis are turning to their private health insurance to access the care they need.
IBNZ: What do the latest statistics show about wait times?
AS: According to Health New Zealand - Te Whatu Ora's quarterly performance report (Q2 24/25), wait times for first specialist appointments and elective procedures both grew quarter on quarter, with 4 in 10 people now waiting more than four months. This is outside the target range.
The report also revealed that around 15% of cancer patients waited more than 31 days to access treatment, showing little to no improvement from the same period the year before.
IBNZ: How has this affected insurance claims?
AS: At nib, we've seen this impact firsthand. In the nine months to 31 March 2025, we saw a surge in chemotherapy claims, up 320% - 2,570 claims, our highest recorded - compared to the previous period.
IBNZ: What's happening with claims inflation?
AS: Meanwhile claims inflation has climbed its way up. The cost of delivering care is rising, as is the volume and frequency of claims. This continues to be a challenge faced by the whole health insurance sector.
IBNZ: Can you share some specific numbers about claims increases?
AS: For example, nib health insurance claims saw a significant rise with the total number of claims increasing by 25%, reaching 222,615 claims, up from 177,606 in the previous period. nib paid out around $240m in health claims YTD between 1 July 2024 and 30 April 2025, up 27% from around $190m in the same period the year before.
Our data also shows us that members are claiming on their policies more -- making an average of 1.68 claims per policy, an increase from 1.35 in the previous period.
IBNZ: How important are insurance advisers in this changing landscape?
AS: This is where you come in. Your clients are turning to you to help them navigate uncertainty and prepare for the unexpected. With your guidance, they are getting increased value from their policies and the peace of mind that, when life throws curveballs, they have the right plans in place to tackle it.
IBNZ: How should advisers approach these industry changes?
AS: This is all changing the way that insurers and advisers operate. But it shouldn't feel intimidating -- it's all about welcoming these new opportunities so your clients can continue to receive the value they expect and deserve.
I recognise that this is no small feat! Compared to even just five years ago, advisers are today helping clients who are juggling cost-of-living pressures and maybe even discussing whether to keep their policies -- requiring care and consideration in your everyday conversations.
IBNZ: What role does technology play in the evolving adviser landscape?
AS: You're also navigating increasingly digital service models -- a trend we can see globally. Automated tools, online portals, and new digital processes can streamline workloads and enhance the way you support clients. Yes, these changes can take time to adjust to, but once embraced, they free up your time to focus on more complex matters and continue strengthening your relationships.
IBNZ: How is the focus on wellbeing changing in the industry?
AS: Another exciting trend is the shift of wellbeing towards a proactive, preventative approach. This is really exciting and presents an opportunity for advisers to evolve their role. You're not just selling insurance. You're supporting healthier, longer lives.
By having meaningful conversations with your clients about prevention, early detection, and managing their conditions long-term, you're empowering them to take control of their health and reduce the risk of more serious conditions down the road.
IBNZ: What's the most important thing advisers should remember about their role?
AS: Here's what I want you to remember: the work you do is vital. Every policy you help put in place has the potential to give someone the most important thing -- time with their loved ones to focus on the things that matter.
A serious diagnosis like cancer doesn't just bring fear, it brings financial stress, pressure on the whole family, and the hope that the best healthcare will be available when it's needed most.
IBNZ: How does insurance make a difference in people's lives during critical times?
AS: In the public system, people are waiting weeks, sometimes months. With private health insurance, they can access timely treatment so they can focus on recovery and rehabilitation. Or in more serious cases, life insurance can give them the peace of mind that those left behind will be financially protected, so they can be with their loved ones in their final days. That time is everything.
Because when you give your clients more time, you're giving them more hope. And that's something to be proud of.
nib’s purpose is your better health. We’re here to help Kiwi and their families live healthier, happier lives, and to help local businesses who want to protect their employees. We do this by offering insurance that’s easy to use and affordable while also helping connect our members to the right tools and services to improve their health and wellbeing.
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