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Analysis and Communication

FSC Generations: Accelerating the customer agenda. What needs to be true?

Session title

Accelerating the customer agenda. What needs to be true?

FSC Generations conference - 3.30pm on Tuesday 13 October. 

Session content

The customer agenda isn’t going away. If anything, relative to other industries and global practices, New Zealand’s insurance industry is facing into expectation and experience headwinds that will test even the most imaginative. So how can the industry step up to the plate and deliver meaningful strides forward? Is it necessary even? Or are we already doing enough in the shadow of the FMA’s thematic review?

This year’s panellists:

  • Gail Costa, Chief Executive Officer, Cigna Life NZ

Gail has led the Cigna New Zealand team through a period of growth and change since returning home in 2018. With over 18 years of executive experience with the company, Gail has held CEO positions in Turkey, Hong Kong and Europe. She also led the New Zealand business from 2003-2013.

Prior to joining Cigna, Gail was the General Manager Operations for Royal Sun Alliance Life Insurance. She has also held finance, marketing and operational positions at Colonial Mutual Life, New Zealand Council for Educational Research and AMEV Life. Gail is a qualified accountant and holds a bachelor degree in Commerce and Administration from Victoria University and a Diploma in Direct Marketing from the Institute of Direct Marketing, London, UK.

  • Nick Stanhope, CEO, AIA

As CEO for AIA New Zealand, Nick is proud to lead a passionate team of over 1000 people with the goal of making New Zealand one of the healthiest and most protected nations in the world. With over 28 years of experience in the financial services sector, Nick has held a diverse range of senior leadership roles in New Zealand. Nick was most recently CEO of Sovereign for two years. Prior to this, Nick held a variety of senior leadership roles at ASB Bank Limited. These included Executive General Manager of Wealth & Insurance and other key roles across business banking, retail specialist services and corporate banking. At the beginning of his career, Nick spent seven years at NCR Corporation, including three years with AT&T. Nick has a Bachelor of Science in Computer Science and is a Board Member of the Financial Services Council of New Zealand. Born and raised in Auckland, Nick is married with two daughters. He is passionate about health and wellbeing, and in his spare time is a keen cyclist and gym goer. He has also competed in triathlons and Ironman events.

  • Don Allerston, Financial Services Executive

Don describes himself  as a customer first thinker - before it became fashionable; the result of over 28 years’ experience in and about the industry both on and off-shore. Indeed, far from being institutionalised as a result of his time in financial services, Don has chosen instead to constructively disturb our space for what he sees as the continuing need to press for experience-first change beyond traditional perspectives.

Prior to spending 8 years on the Asteron Life and Fidelity Life executive teams, Don has occupied senior roles with some overseas blue-chip organisations including AMP UK Financial Services, British Airways, AXA and Royal and Sun Alliance. A self-confessed ‘overseas souvenir’, Don married his Kiwi partner in Wellington back in 2005 before migrating from the UK in 2010. He became a New Zealand citizen in 2016.

  • Russell Hutchinson, Principal, Chatswood Consulting

Russell Hutchinson, is a director at Chatswood Consulting Limited and runs the management consultancy. Russell is also a co-founder and director of Quality Product Research the company that runs www.quotemonster.co.nz. Through extensive domain knowledge of the marketing challenges for life and health insurance lines of business

Chatswood offers specialist management consulting business for insurers and larger adviser businesses. Russell believes that good decisions are built on good information and good options. His work includes product development, distribution strategy, advice process, and digital projects. Russell writes regularly on industry issues at www.goodreturns.co.nz, in Asset magazine, and at www.Chatswood.co.nz on personal insurance products and wider financial services sector issues.

  • Mark Banicevich, Industry Engagement Manager, Partners Life

Mark is Industry Engagement Manager at Partners Life, and his role includes developing strategies to help financial advisers transition to the forthcoming advice regime. Previously, Mark worked in intelligence at the Financial Markets Authority, where he drove the project reviewing replacement business in life insurance, which won an innovation award from the NZ Institute of Intelligence Professionals. Mark also teaches strategic management accounting at The University of Auckland Business School, and runs an International Taekwon-Do school.

Why you would attend

The line-up of panellists provides professionals in the industry the opportunity to gain a better understanding of potential changes needed to stride as far forward as possible in the future to withstand any challenges or do they believe we are already doing enough.

Benefits of attending:

  1. Independent industry expert insights
  2. A look into the future of insurance in New Zealand
  3. Discover if we as an industry are doing enough based on the FMA’s thematic review

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