Formerly the United Ancient Order of Druids, NobleOak Life Limited (NobleOak) was one of the first benevolent societies in Australia and has protected the lives and wealth of Australians for over 146 years. NobleOak’s purpose is to Build and Protect Australian Wealth with integrity.

NobleOak is committed to helping close Australia’s ‘protection gap’ by providing outstanding value life insurance products with personal service. Its customer-focused product strategy and passionate team have helped the company become Australia’s most awarded direct life insurer for five years running.

NobleOak uses digital channels to engage customers and deliver a simple yet smart customer experience supported by its award-winning customer service team. NobleOak has earned a trusted reputation while navigating a complex and changing financial services and insurance regulatory environment. It has a strong risk management culture supported by clear governance processes, annual compliance training, and the expectation that all employees are responsible for managing risk and ensuring NobleOak is a great place to work.

In 2023, NobleOak began its digital transformation with a strategy aimed at improving the user and customer experience, as well as employee engagement and development.

The transformation included the introduction of:

• A Smartchat function on NobleOak’s website allows new and existing customers to instantly pose queries to NobleOak and receive a response within 2 minutes.
• A streamlined version of NobleOak’s insurance assessment process via a short-form application, minimising the number of questions to customers, aimed at improving their overall customer experience.
• NobleOak debuted a new and enhanced online calculator designed for a seamless user experience and accessibility. This tool aims to assist customers in gaining a clearer understanding of their important cover needs and empower them to make well-informed decisions.
• In 2023, NobleOak launched Culture AMP to its employees—an Employee Experience Platform emphasising employee engagement and development through various facets, such as company surveys, feedback mechanisms, and support for employee performance, career goals, and development.
• NobleOak has demonstrated its commitment to strengthening its capabilities through a comprehensive assessment and organisational design process for each team. This includes a detailed review of people, technology, and partnerships, utilising the McKinsey 7S model to identify gaps and determine necessary support. Additionally, the People and Culture team at NobleOak is actively planning for skills development and long-term sustainability, incorporating specific learning and development interventions into the strategy and ensuring a focus on future skill needs.
• The senior leadership team initiated the launch of a Leadership Optimisation project, which included a culture diagnostic, structural review, and offsite event that focused on team evolution, business growth, and workforce support.
• The establishment of a ‘Middles Group’ – comprising middle management professionals within the business who collaborate to address organisation-wide challenges and develop solutions independently of the Senior Leadership team.
• As an output of the Leadership Optimisation project, NobleOakhas commenced a collaborative project to assess their core behaviours aligned with their company values. This review, in line with their long-term business strategy, seeks to align these behaviours with future growth objectives and the desired position for the future. In addition, NobleOakaims to strengthen its foundational values and behaviours to better embrace the diversity within its team, customer base and partners.

Collectively, these initiatives highlight NobleOak’s commitment to excellence in service delivery and employee engagement. This holistic approach aligns to create a customer-centric environment while fostering a culture that values and supports its employees. NobleOak has an industry-leading product and service proposition and a workplace culture that ensures its people are well-supported, engaged, and motivated to make a difference.

For information about NobleOak, visit nobleoak.com.au