Insurer Confidence in ARPC Remains Strong, New Survey Finds
6 August 2025
Australian Reinsurance Pool Corporation (ARPC) has received strong endorsement from its insurer customers, with the latest 2024/25 Insurer Customer Survey revealing high levels of satisfaction across both the Terrorism and Cyclone Reinsurance Pools.
Conducted independently by ORIMA Research, the survey captured feedback from 75 insurer customers, the highest participation rate since the survey began. The findings reflect ARPC’s commitment to effectively engage with and respond to the insurance industry.
Key findings include:
- Overall Stakeholder Perceptions Index: ARPC achieved a strong score of 84/100, with 99% of insurer customers rating their working relationship with ARPC as good or very good.
- Reputation Index: ARPC scored 82/100, with particularly high ratings for professionalism (96%), knowledge (91%), and customer focus (88%).
- Performance Index: A score of 84/100 was recorded, with insurer customers praising ARPC’s responsiveness (96%) and communication of outcomes (96%).
- Compliance Facilitation Index: ARPC scored 83/100, reflecting strong support for its guidance, training, and proactive communication.
- Capability and Effectiveness Index: A score of 75/100 was achieved, with high confidence in ARPC’s industry knowledge and skills.
Feedback from insurer customers highlighted ARPC’s strengths in maintaining open and flexible engagement, providing timely support, and offering clear guidance, particularly during the onboarding and operational phases of the cyclone pool.
The survey also identified opportunities to enhance transparency around decision-making, minimise changes to data requirements, and streamline audit processes.
ARPC Chief Executive Dr Christopher Wallace welcomed the findings: “We are pleased to see strong support from our insurer customers. These results reflect the dedication of our team and our ongoing efforts to strengthen our engagement with the industry.
“We are committed to maintaining a customer-focused approach, continually refining our operations to better support our insurer customers. As we look ahead, we’re focused on delivering value, strengthening our data and analytics capability, and ensuring the pools meet the evolving needs of the insurance industry,” Dr Wallace said.
The ORIMA survey is commissioned annually and seeks to understand how insurer customers perceive ARPC and measures the effectiveness of its stakeholder engagement activities. The survey results will inform ARPC’s strategic planning and operational improvements as it continues to administer the terrorism and cyclone pools.
For media inquiries, please contact Alexander Drake, Head of Public Affairs and Communications on (02) 8223-6777 or [email protected].