Andrew Morrison

Successfully manage and supervise the Australian market's largest Individual Life Claims portfolio, which includes reserves of over $2.5b.

The core role includes:

Leading the technical, operational and strategic 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 maintenance of expected results
• Instrumental in changing structures being adopted across claims, including support for a dedicated Claims Governance team, the introduction of the Service and Support team, introduction of First Contact/Intake team, improvements in the FAST team, and increased productivity/efficiency in the Long Term Team.
• Considerable technical input into the Technical Development Framework, new IDII product, Claims Prioritisation Tool, Reinsurance treaty negotiations, and Claims as a Financial Service preparation.
• Introduced and executed the 'Foundation Team' concept to the wider claims operation, reducing 'vacancy shock' and improving our operational resilience and efficiency.
• 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 800 claims staff, 13 Sponsors, 2 locations)
• 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.
• Regularly hold the COO technical delegation when the COO is absent and represent at Executive and Board meetings.

I was brought into Asteron to stabilize the claims operation, improve the operational rhythm, increase the technical knowledge and execution, and to consolidate performance for a potential sale.

Key Achievements

• Implemented a comprehensive claim improvement change program, including:
• The transition to a new claims operating system (Claims Centre) leading to improved productivity and governance ability.
• Reorganization of the whole claims department to become more customer-centric and technically proficient.
• Introduced a technical development framework to objectively assess the skillset of claims consultants and to provide clarity in their development needs.
• Working closely with the Chief Actuary and the wider actuarial team to improve insights and analysis reporting, targeting specific weak points in the portfolio, resulting in improved and more predictable results.
• Significantly improved engagement with Reinsurers to repair and improve our relationship with them ( Munich Re were considering withdrawing all delegations prior to my arrival)
• Aligned department practice and procedures with the introduction of LICOP.
• Appointed to also lead the Policy Services department in addition to claims for 12 months while waiting for the transition to TAL.

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. It involved visiting the region, meeting with CEOs, COOs, and General Managers of Life and Health companies, and quoting for their business and partnering on opportunities.

Partner Re- Market Leader- Health. This was 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:

• Coordinated and managed the signing of the largest Credit Life deal in the region on a 3-year deal, Bank Muscat.
• Designed and Developed a new Product called “Total Cover” adopted by multiple companies
• Increased client and premium base, winning new company relationships throughout the region, and by deepening our existing relationships.
• Represented Partner Re at numerous international functions and conferences.

Member of the Senior Management Team. Global focus to ensure consistency in quality and consistency in our deployment across all markets ( incl. UK/Ire, Middle East, France, Sth America, Asia etc). The role was to support the overall business development strategy, market presence, product placement, growth opportunities and tactical approaches in specific markets with CEO, Chief Actuary, Sales and Market Heads and Operations.

Functions:

Work with Regional Heads to develop propositions and engagement with clients

Ensure Knowledge Management and Practices are leveraged across all locations

Ensure Philosophy is consistent, documented and accessible

Develop clear Business Plans and Approach with Chief Underwriter/Claims for each market

Review Processes and MI delivery across sites for Market Leads

Develop audit and training for client companies and prospects

Represent company in conference speaking engagements on technical topics

Key Achievements

• Developed Audit Best Practice Guide for Claims and Underwriting across markets
• Introduced client tracking and regular reporting for service standards
• Introduced Global Best practice claims and underwriting meetings across different markets to develop consistency and knowledge

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

Key Achievements

• Demonstrable improvement in technical skillset via the introduction of a development framework for claims consultants which saw an increase in claims delegations both internally and 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)
• Introduced claims management assessment templates and processes to enable measurement of quality, consistency and benchmarking.
• Member of Association of British Insurers Non Disclosure Panel- represented the Industry at the Financial Ombudsman Service.
• Redesigned job architecture and role definitions for claims to create development pathways