In 2020, COVID-19 lockdowns shut down one of Allianz’ major off-shore claims processing centres. The major global insurer needed to increase their Australian on-shore capacity at short notice. Glenn Slater, Senior People & Culture Business Partner at Allianz, saw the opportunity for a business solution that could increase inclusion for people with disability in the workforce. Allianz contracted a team from Jigsaw to help clear the claims backlog.
What started with four Jigsaw trainees with disability working on catastrophic events claims has now developed into a replicable, scalable pathway to employment for people with disability in the insurance industry.
Allianz’ partnership with Jigsaw has now:
- Grown to eight Allianz departments, employing Jigsaw trainees across 4 states
- Created employment for Jigsaw paid trainees working on Allianz contracts, including a peak of over 50 people at once.
- Ensured long-term, sustainable, mainstream employment for 23 Jigsaw graduates who have now transitioned to be Allianz employees.
Watch the case-study video, produced by Allianz, here.
So, what are the factors that led to the partnership’s success, and how can your business replicate them?
> Business buy-in, and a dedicated champion to drive it
Glenn Slater, who initiated and has driven the partnership within Allianz, is passionate about disability inclusion from a professional and a personal standpoint. He sees a future in which workplaces will be fully inclusive for his two neurodivergent daughters. His passion combined with his in-depth business knowledge to drive success: an understanding of each department and the functions that Jigsaw’s cohort would excel at; knowing how to navigate the barriers, such as resourcing and headcount, that could stand in the way of success, and who to raise awareness with in the company to ensure widespread buy-in.
The Allianz Australia CEO has been directly involved in partnership meetings. Word spread to Allianz’ international offices and a team from their global headquarters in Germany visited to learn from this approach to disability inclusion. Allianz staff at all levels have visited Jigsaw hubs, engaged with Jigsaw trainees at Allianz-hosted coffee mornings, and attended disability confidence training.
The partnership with Jigsaw has led to a feeling of pride amongst Allianz staff, many of whom have opened up about their own lived experience of disability since seeing the support of their colleagues for the Jigsaw trainees. It has also ensured commitment to the long-term intent to transition Jigsaw trainees into careers at Allianz.
“The feedback I got from a lot of people is that it made them proud. So many people came forward to say, “my cousin has autism” or “I have just been diagnosed with autism.” It touched a spot because many people are impacted by the challenges that the people at Jigsaw face.” Glenn Slater
> Unique work-trial model
Jigsaw and Allianz have developed a unique “work trial” model. Initially, Allianz departments outsource work to Jigsaw on a contract basis. Whilst working on these contracts, trainees are paid at award-wage. They work directly with Allianz teams and learn role-specific skills. Allianz then employs Jigsaw graduates once they are confident and ready.
This has a dual benefit to both Allianz teams and Jigsaw trainees. Allianz teams have a long period of working with their new team members as they train, become confident, and can hit the ground running once their employment with Allianz starts. For trainees, the pathway helps for a smoother transition into their role: “My comfort and confidence went up understanding and being able to explore more about Allianz.” Laura Santamaria, Administration Coordinator at Allianz, and Jigsaw graduate.
The work trial model is underpinned by Jigsaw’s “prepare for work, through work” training pathway, which ensures trainees have the core, transferable work skills and work experience they need to succeed in the mainstream workplace.
> Investment in intensive and ongoing support for long-term success
Each Jigsaw trainee who works on an Allianz contract and transitions into the business has a support plan. Support plans include information on the person’s strengths and skills, development opportunities, likes, motivations and triggers to avoid in the workplace. It also outlines accommodations or task adjustments required to enable them to do their job well. The person with disability plays an active role in designing this support plan and training their team and manager on it.
Each Allianz contract is supported by a member of Jigsaw staff who gets to know the tasks, processes and systems in-depth, and supports Jigsaw trainees to complete their work, in addition to guidance from the Allianz team manager. This person works with Allianz’ Learning and Development team to adapt and develop inclusive, task-specific training materials. This has had broader benefits across the business.
“Something that we’ve learned [through this partnership] is that everyone learns differently, whether they have a disability or not. [The process of preparing for work trials] has taught us how to adapt our processes and training in a way that makes it easier to understand.” Kylie Burns, Team Manager Workers Compensation, Allianz
Jigsaw provides ongoing support on a scheduled and ad-hoc basis for at least the first twelve months after transition.
> Full inclusion in the business for trainees starting their career with Allianz
From the outset, teams across Allianz have worked to ensure Jigsaw trainees are fully included in the business, and welcomed. Trainees are invited and participate in team meetings. Voluntary uptake for disability confidence training has been exceptional across the business. Allianz appointed an internal partnership lead who has arranged coffee morning-style meet and greets for people to get to know the Jigsaw team and started a newsletter to highlight their successes to the wider business.
‘Additionally, Allianz has set up a peer mentoring program for Jigsaw alumni employed by Allianz, providing an opportunity for Allianz staff to regularly connect and catch up informally. There is now a quarterly town hall meeting for all Jigsaw trainees, alumni (former Jigsaw trainees, now Allianz staff) and their team leaders to connect, share updates, successes and challenges and build relationships. This also supports people to develop presentation skills.
The inclusion reflects the attitude and intention of Allianz teams to hire Jigsaw trainees into the business and support their career development. This approach is already paying dividends: Laura Santamaria transitioned into a team coordinator role in Allianz’ Dispute Resolution team in 2024. The team coordinator role is a more complex role than the work trial roles, with increased decision-making, and represents a next step on the trainee’s career path beyond her work trial responsibilities.
Read Laura’s full story here.
> Letting the results speak for themselves
The most powerful indicator of success is the results that this partnership, and the people with disability employed through it, have achieved for Allianz.
Right from the first team of four trainees back in 2020, Jigsaw trainees proved their productivity and output. In the first two weeks of working on catastrophic events claims, they had reduced the backlog from over 2000 to less than 50.
Allianz had budgeted for three weeks for the first underwriting task they contracted to Jigsaw, and the Jigsaw team finished it within three days.
“[The Jigsaw team] went above and beyond, exceeded expectations.” Julian Sabou, Team Manager, Allianz
The success of Jigsaw and Allianz’ partnership demonstrates that employing people with disability is not about charity, or quotas or “doing the right thing.” It’s about empowering people who have the potential to make a huge contribution to your business with the opportunity to get started.
Joel, Alex and Matt, Allianz employees and Jigsaw graduates
“I am proud of what I’ve achieved with Allianz – it’s made me very optimistic for my own future.” Joel Body, Claims Support Officer at Allianz, and Jigsaw graduate
How to replicate this pathway and employ people with disability in your business
Talk to us! We are currently working with insurance and financial services companies including Westpac, Suncorp and Australian Unity, and would love for you to join us.
We also have strong experience placing people with disability into employment with local and state government departments, and have worked with arts organisations, FMCGs, not-for-profits, healthcare and more.
Whatever your industry, there are roles where people with disability can excel. Get in touch with our team.
About Jigsaw
Jigsaw is a social enterprise that provides an innovative pathway to mainstream employment for people with disability. By embedding a comprehensive skill-based training program within our commercial document and data management business, Jigsaw enables people with disability to achieve their employment goals at their own pace. Jigsaw’s holistic approach starts from the very basics of core work skills and supports trainees all the way through to transition to open employment with ongoing support and coaching once they have transitioned. Jigsaw is located in Sydney, Melbourne, Brisbane, Adelaide, and Canberra.