Our speakers discussed the status of TPD Insurance in Australia and the Australian Life Underwriting Claims Association (ALUCA) report to set the scene, before delving into:
With more than 15 years' experience in the insurance industry, Carly has worked across a variety of injury/illness and claims management roles in both Australia and the United Kingdom. She joined Swiss Re in 2011 to oversee the delivery of services for the Life & Health claims team.
Carly has had extensive experience in the occupational rehabilitation field working as a Senior Rehabilitation Case Manager across various disciplines including workers compensation, CTP and income protection/disability insurance. She holds a Bachelor of Applied Science, Cert IV Occupational Health & Safety, Certified Disability Management Practitioner (IDMSC) and has recently completed her MBA. In 2012, Carly was awarded the TurksLegal - ALUCA Scholarship for her research paper on the benefits of early intervention in claims management. Carly authored Swiss Re's life rehabilitation benchmarking reports, Rehabilitation Watch 2014 and 2016 covering market insights on the benefits and challenges associated with supporting recovery and return to work best practice.
Recently completing her six-year tenure on the Australasian Life Underwriters and Claims Association Board and representing reinsurance on the Australian Signatory Steering Group for the Health Benefits of Good Work - she is passionate about progressing the sector to ensure its fit for purpose for customers today and into the future. As the Head of Swiss Re's Claims team, Carly's focus is to work collaboratively with clients to assist customers to return to good health and good work whilst maintaining a sustainable life insurance industry.
Scott has worked in the New Zealand life insurance industry for 28 years. He joined RGA in 2007 as part of an initiative to ensure local claims support for RGA’s partners in the New Zealand market. Prior to joining RGA Scott worked for a number of direct insurers in New Zealand and is a technical expert across all product lines. Scott’s experience includes Claims, Administration and Customer Service management roles.
In March 2016, Scott became the Business Manager for RGA in New Zealand assuming responsibility for Business Development in addition to continuing his support of the operational needs of RGA’s clients.
Scott has been a serving committee member for the New Zealand Life and Disability Underwriting and Claims Assessors Association for many years and is a passionate advocate for the industry in New Zealand.
As Head of Underwriting for Australia and New Zealand, Carmel Twist manages RGA Australia’s underwriting department and philosophy. She joined the company in 2012, becoming the company’s first reinsurance underwriter to be based in New Zealand. Carmel served as Underwriting Operations Manager before assuming her current role since 2021.
Carmel has more than 20 years of underwriting experience and began her career with Prudential in New Zealand. Carmel is a director of the Australasian Life Underwriting Claims Association (ALUCA), and serves on the CALI underwriting and claims working group.
Shaun has been in the life insurance industry for more than 25 years. Over the last 15 years he’s focussed on multiple facets of product management across insurance and investments. More recently Shaun has been with the ASB Bank Insurance team, focusing on ensuring products offered meet customer needs, represent value, and are fit for purpose.
Shaun is an enthusiastic member of the FSC Life Insurance Committee and has been the chair of the FSC Good Customer Outcomes and Product Sustainability working group for the past 3 years.