Andrew Morrison

The General Manager of Individual Life Claims is responsible for the largest Individual portfolio in the Australian market and holds over $2.5b in reserves.

The core role includes:

Leading the technical and operational management of all Retail and Direct claims to ensure we deliver to our claims philosophy, meet our customer's needs while complying with our regulatory obligations.

Key Achievements:

Delivering 2 major claims integrations ( Asteron and Westpac) with minimum disruption to the wider business and results.

The realisation of embedded value from the integrated portfolios by introducing active portfolio management techniques.

Reduced overall volatility in the claims portfolios by introducing clear operational processes and rhythms

Improved and effective stakeholder management, in particular with the insights and analytics team, Legal ( IDR/EDR) teams and Business Development Teams.

Introduced and executed the first "Foundation Team" concept to the wider claims operation reducing "vacancy shock" and improving our operational response to sudden increases in incidence.

Introduced and executed the "Elevate" claims conference for the whole of TAL Claims which was a first of its kind in scale and delivery ( over 750 claims staff, 13 Sponsors, 2 locations)

Introduced the Technical Specialist model across claims to improve and own our technical skill development

Instrumental in changing structures across claims with COO including support for Claims Governance team, Service and support team, introduction of First Contact/Intake team, improvements in FAST team and productivity in Long Term Team.

Considerable technical input into the Technical Development Framework, new IDII product, Prioritisation Tool, Pac Life Re treaty negotiations

Reinvigorated reinsurer relationships

Regularly hold the COO technical delegation when COO absent and represent at Executive and Board meetings when required

I was brought into Asteron to stabilise the claims operation, improve the operational rhythm, increase the technical knowledge and execution and to get it "fit" for a potential sale.

Key Achievements

Implemented a comprehensive claim improvement change program including:

The transition to a new claims system ( Claims Centre),

The introduction of portfolio management at department, team and individual level

Working closely with the actuarial team to improve insights and analysis reporting to target specific weak points in the portfolio which resulted in more predictable results

Engaged with reinsurers to repair and improve our relationship with them ( Munich Re were considering withdrawing delegation)

Introduced a technical development framework to objectively assess the skillset of claims consultants and to provide clarity in development needs

Introduced the first Extended Duration Team and repatriated claims from a third party supplier, Gallagher Bassett ( saving $1m).

Introduced First Contact team to centralise initial contact for all claims customers

Client Partner Life and Health ( Business Development Manager): The role was to develop the Life and Health protection reinsurance business for Partner Re in the Middle East region as a key emerging market. It consisted of New Business Development, Business Retention, Product Development, Alignment with key insurance and reinsurance broker networks, developing competitor knowledge and understanding the market dynamics. The role had key top and bottom line targets to be achieved. It involved visiting the region, meeting with CEO's, COO's and General Managers of Life and Health companies and quoting for their business and partnering on opportunities.

Partner Re- Market Leader- Health This is a development from the previous Life and Health BDM role to set up and develop the full Health proposition and business plan for the market. It included having a thorough understanding of the market dynamics, product proposition, pricing, claims management and third party administration, regulation and relationship development and management. Key top and bottom line responsibility.

Key Achievements:

Co-ordinated and managed the signing of the largest Credit Life deal in the region on a 3yr deal Bank Muscat ( 30m usd)

Designed and Developed a new Product called “Total Cover” now selling in the various markets,

Increased client and premium base with new company relationships throughout the region and by deepening our existing relationships.

Represented Partner Re at various international functions and conferences.

Head of Claims and Underwriting Operations Manager •

Responsibe for leading and managing all Life claims for Legal and General which was the largest in the UK market at the the time. In addition I managed 3 ( of 9) Underwriting teams in different locations.

Key Achievements

Demonstrabe improvement in technical skillset over an 18 month period via a the introduction of a development framework for claims consultants which saw an increase in claims delegations from reinsurers.

Reduction in the volatility of the Income Protection book after structural and procedural change focused on technical claims management ( reduced claims durations /reserves in ongoing book)

Member of Association of British Insurers Non Disclosure Panel- represented the Industry at the Financial Ombudsman Service. • Lead for client complaints, communication and resolution