More than insurance: Connecting with our customers

As a Digital Content Producer at Suncorp, he knows how critical clarity is for customers who increasingly prefer to engage through our digital channels.

He writes copy that helps customers get the information they need to make informed decisions: from seeking advice, researching options and comparing coverage, to requesting a quote, applying for a policy or lodging a claim.

“For many of our customers, the entire journey happens online. They may never speak to someone over the phone,” Balint said.

“So, what I write and how we present it becomes the voice of the organisation. It’s the way customers engage with our values and see what we stand for when it comes to building futures and protecting what matters."  

Balint’s role sits at the intersection of creativity and customer need, turning complex insurance information into content that’s clear, inclusive and easy to digest.

For him, it’s never just about words on a screen; it’s about helping people feel understood and supported, whatever their background or circumstances.

He considers accessibility and representation in every piece of work, ensuring Suncorp’s digital platforms and content is accessible to all who view it.  

“We want the right information to reach the right people, at the right time, in the right format,” Balint said.

“To cater to those diverse audiences, that means sometimes creating visuals instead of using text, adapting content for different literacy levels, and ensuring we represent the diversity of our audiences in the stories we tell."

Designed for everyone

In line with that vision, Balint helped design and produce an animated video that simplifies complex ideas such as underinsurance and its impact on policyholders as life circumstances change.

That sense of connection to the customer influences how Suncorp crafts all its digital experiences.

Recently, Balint worked on a project to further improve the accessibility of Suncorp’s content, redesigning pages to be faster, easier to navigate and more compatible with assistive technologies like screen readers and adaptive keyboards.

“We know millions of people visit our website each year, and it’s vital that everyone has a positive experience, whatever their abilities or needs.”

In addition to producing content, Balint has been running research and testing to ensure those updates deliver tangible improvements.

“Customers come to our digital channels for quick, practical answers,” he said.

“Sometimes they want to dive into the detail, but often they just want to know what steps to take when something happens. We want their time on our site to be as smooth and straightforward as possible."  

Inclusion from the inside out

Dedication to inclusion runs deep within the business.

As the content lead in Suncorp’s Amplify Employee Resource Group, Balint felt immense pride when the company received Gold at the LGBTQ+ Inclusion Awards for the first time.

“It was incredible to see our efforts acknowledged,” he said.

“Initiatives like non-binary gender pricing and providing appropriate gender options in online forms are all about making sure everyone feels included and represented."

It’s an ethos that extends into the workplace itself.  

“Just as we want every customer to feel supported, as employees, we are encouraged to bring our whole selves to work,” Balint said.  

“We’re empowered to look beyond what’s expected, make the most of the tools and opportunities available, and keep growing – in our roles and in ourselves."  

Making a difference every day

For Balint, improving the customer experience is more than a job, it’s a daily motivation.

He looks for ways to make interactions smoother, information easier to understand, and tools more useful.  

Collaborating closely with other teams, he tests and refines ideas to ensure every improvement genuinely helps customers feel informed, empowered and connected.

“I’ve always been passionate about storytelling, and it’s rewarding to see that skill make a difference at Suncorp,” he said.

“Each day, I aim to make life a little easier for our customers, providing resources they can rely on, and designing journeys that feel seamless and supportive.”

“Putting this approach into action makes my role so fulfilling,” he added.

“Whether it’s shaping digital experiences, crafting meaningful content, or supporting inclusion, everything I do is guided by empathy, creativity and purpose."

In Balint’s hands, insurance becomes more than a policy.

It’s a connection built on understanding, accessibility and the needs of the people it protects.