ICMIF Knowledge Hub - International Cooperative and Mutual Insurance Federation

ICMIF Knowledge Hub

The ICMIF Knowledge Hub below brings together all of ICMIF’s strategic intelligence and best-practice content in one place, making it easily accessible and searchable for ICMIF members. The Knowledge Hub is organised by three thematic areas of strategic interest: mutual difference; innovation and emerging risks; and sustainability and social responsibility. It utilises a dynamic tagging system so users can easily navigate the wealth of exclusive content which has been curated for members, including video presentations, conference sessions, webinars, member case studies, thought-leadership articles, leadership interviews, blog articles and the latest news stories. Please scroll down to find the search tools which will help you find the content you are looking for. If you require further assistance or are unable to find specific content please contact a member of the ICMIF team.

We encourage members to bookmark this page for future use as new member-only content will be regularly added.

Publication

Member Impact Report – ICMIF Biennial Review 2023-2024

Mutual Difference

A review of ICMIF’s key activities, achievements and strategic initiatives over the period 2023/2024, showcasing how the Federation has facilitated more opportunities for members to connect and share knowledge; more opportunities for members to broaden and deepen their expertise; and more opportunities...

Video presentation

Customer experience… a never-ending journey of discovery

Mutual Difference

Case study presentation from NFU Mutual (UK) exploring how the organisation is transforming customer experience as part of their journey to modernise and become more customer-centric. Looking at how to adapting to evolving customer needs and expectations, the case study looks at improving and...

Video presentation

Differentiating through customer-centricity and an ambition to offer the best insurance experience

Mutual Difference

Case study presentation from Beneva (Canada) exploring how the organisation is transforming customer experience as part of their journey to modernise and become more customer-centric. Looking at how to adapting to evolving customer needs and expectations, the case study looks at improving and...

Case study

Scaling mutuality: How Achmea maintains its cooperative ethos and translates this into action

Mutual Difference

Achmea has successfully scaled while maintaining its cooperative ethos, which underpins its strategic transformation. Founded in 1811 on shared responsibility principles, the company has evolved into a major insurer, balancing growth with purpose-driven action....

Conference session

CEO panel: Profits for purpose

Mutual Difference

As purpose-driven, commercially-minded organisations, mutual/cooperative insurers must effectively balance a commitment to having a meaningful impact on people and society, with an imperative to maintain long-term financial stability. This CEO panel discussion explores how ICMIF members can gain a competitive advantage by harnessing the power....

Case study

Creating value for customers through AI: Länsförsäkringar’s journey to build its own GPT

Innovation and Emerging Risks

With nearly half of Sweden's population as customers, maintaining personalised service is vital for Länsförsäkringar, prompting the exploration of AI to automate tasks and simplify access to information. By building its own an internal chat client (LF-GPT)...

Case study

Sharing success with member policyholders: How ICMIF members demonstrate “the mutual difference” through profit-sharing initiatives

Mutual Difference

The mutual and cooperative business model emphasises shared prosperity, measuring success through the collective well-being of customers and stakeholders rather than solely...

Video presentation

Aligning values with impact: Thrivent’s journey

Sustainability and Social Responsibility

Thrivent, a fraternal benefit society with over 120 years of history, is on a thoughtful and gradual sustainability journey. Grounded in core values of empathy, impact, authenticity, gratitude, and commitment, Thrivent focuses on driving tangible results that benefit its clients, employees, and communities....

Conference session

Meeting increasing customer expectations

Mutual Difference

This session explores how ICMIF members are transforming customer experience as part of their journeys to modernise and become more customer-centric. Looking at how companies are adapting to evolving customer needs and expectations, the session will feature case studies on improving and personalising...

Video presentation

Building trust and enhancing customer experience in a multi-brand, omnichannel approach

Innovation and Emerging RisksMutual Difference

Case study presentation from P&V Group (Belgium) exploring how the organisation is transforming customer experience as part of their journey to modernise and become more customer-centric. Looking at how to adapting to evolving customer needs and expectations, the case study looks at improving and...

Webinar

Practical AI applications for a modern mutual

Innovation and Emerging Risks

In this webinar, Steve Ferrari, Chief Transformation Officer at OneFamily, brings to life the transformative impact that artificial intelligence (AI) is having on the organisation’s customer service and telesales operations. Focusing on how AI enhances customer experience and streamlines operational...

Publication

ICMIF Members AI Survey Report

Innovation and Emerging Risks

Given its transformational potential, in April 2024 ICMIF sent a survey to its members with the intent of better understanding how and where mutual/cooperative insurers were currently leveraging artificial intelligence (AI) within their businesses; highlighting some common challenges (and solutions) to effective AI adoption; and showcasing a range of practical AI applications...

Case study

How Benenden Health increased member engagement by 845%

Mutual Difference

Benenden Health (UK), has successfully increased member engagement among its 870,000+ members by 845% since 2022. This case study explores the strategies and initiatives that contributed to this significant achievement, focusing on the implementation of new democratic processes and the launch of an online...

Video presentation

A time of choices: Global trends and developments shaping today’s world

Innovation and Emerging Risks

Alexandra Stråberg guides us through the geopolitical trends currently shaping our world, discussing the complex choices we face today in areas such as economics, social issues, human development, and environmental sustainability. She covers topics such as democracy and elections; protectionism and trade; economic cycles...

Video presentation

Insurance strategic transformation: Trends, challenges and opportunities for mutual insurers

Innovation and Emerging RisksMutual Difference

The global insurance industry is navigating a complex landscape as insurers face a number of key strategic themes and trends, including global volatility and operating in challenging environment; addressing the global protection gap; unlocking growth through innovation; and enabling transformation through technology...

Conference session

Integrating sustainability: Just transitions in energy, values, and resilience

Sustainability and Social Responsibility

Beneva (Canada), Co-operators (Canada), and Thrivent (USA) are each dedicated to advancing sustainability through comprehensive and evolving strategies. Beneva actively reduces its carbon footprint, promotes green insurance products, and implements effective waste management practices while supporting local communities and fostering an inclusive workplace. Co-operators...

Publication

ICMIF Members Sustainable Investment Report 2024

Sustainability and Social Responsibility

Members who responded to ICMIF’s annual sustainability survey have reported that, collectively, over USD one trillion of their investments are aligned to sustainable investment frameworks, according to the 2024 ICMIF Members Sustainability Report. The report shows that ICMIF members are...

CEO interview

Pascal Demurger (MAIF) on leading a mission-driven company

Mutual DifferenceSustainability and Social Responsibility

Pascal Demurger, Chief Executive Officer of MAIF (France) discusses leading a mission-driven company, combating ecological change, and the most important trends shaping the insurance sector in this CEO interview.

Case study

Cultivating an engaged and committed workforce

Mutual Difference

In March 2024, UK mutual insurer NFU Mutual was named one of only 60 companies across the globe to be recognised as a ‘Gallup Exceptional Workplace’ for the ninth year in a row. The award is only given to organisations that can prove they...

Case study

A journey to operationalise the value of mutuality in business strategy

Mutual Difference

In 2019, Wawanesa, one of the largest mutual insurers in Canada, embarked on a strategic journey to redefine and operationalise mutuality within its business, focusing on member-centricity, community impact, and sustainability. This process involved extensive research, global peer learning, and internal reflection. Wawanesa has

Video presentation

Key practices for a proud, people-first mutual

Mutual Difference

This case study from PPS (South Africa) focuses on initiatives to cultivate a resilient and future-ready workplace, including talent management strategies that enhance employee engagement and wellness, and the organisational and leadership traits needed to foster an inclusive, high-performing culture...