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Intact Insurance


Intact Insurance is Canada’s largest home, auto, and business insurance company, with more than four million customers. The company reached 11,000 employees after it acquired a larger competitor (AXA Canada) in 2011. The rapid growth created the need to forge a unified culture for the newly combined and expanded organization—a need that demanded effective leaders.


Recognizing the need for leaders to be developed in order for the new culture to take root, Intact launched programs for leaders at multiple levels.

The first program, for frontline leaders, is called Leadership Passport. It includes 11 courses delivered over an 18-month period. The curriculum features several courses from DDI’s Interaction Management® leadership development system. The courses covered critical topics such as customer focus, performance management, coaching, employee engagement and retention, and man­aging priorities. The curriculum is delivered in both English and French by Intact’s own facilitators.

Leadership Visa, is a five-course, 12-month curriculum for team leaders, unit managers, and early-career high potentials. The five courses in the curriculum include Insights, a course that makes leaders more aware of their personal leadership style, as well as four Interaction Management® courses: The Customer Driven Leader, Essentials of Leadership, Influential Leadership, and Coaching for Success.

A third program, for directors, features a course on Intact’s Leader Success Factors and four courses from DDI’s Business Impact Leadership® mid-level leadership development system. These courses, which target the knowledge and skills middle managers need to be effective, include Translating Strategy into Results, Cultivating Networks and Partnerships, Mastering Emotional Intelligence, and Coach­ing for High Performance. As with the Leadership Passport program for frontline leaders, the development program for directors also includes a 360◦ assessment and coaching component to identify personal areas of strength and development.


  • 4 percent improvement in employee engagement in one year.
  • Average satisfaction ratings of 93 percent and 92 percent, respectively, for the director and team leader programs.
  • 89 percent of leaders surveyed agreed or strongly agreed that participa­tion in the development program improved their effectiveness as a people leader.
  • 88 percent of leaders surveyed agreed or strongly agreed that participation in the development program improved their ability to “use my personal style effectively.”

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