Improving customer experience and engagement
Improving customer experience and engagement
Will is an experienced and highly regarded industry Lawyer and General Manager who has successfully lead and built high performing businesses in all personal injury schemes across Australia and New Zealand. Will commenced his career as a lawyer at a plaintiff firm where he assisted thousands of injured motorists and workers navigate their personal injury claims. Later, Will moved across to Australia’s largest injury insurer, Suncorp, where he held several roles in claims management, compliance, leadership and integration roles across the compulsory third party and public liability businesses for the Suncorp, GIO and AAMI brands.
More recently, Will was the National Managing Partner of the Consumer Law Practice at Shine Lawyers where he lead the operations of the Superannuation and Life Insurance Practice, Employment and New Zealand business for over 9 years. Here, Will was able to develop a deep appreciation of the devastating impact that injury and illness can have on claimant’s lives and the key requirement for intensive and accessible return to work and health support.
Will was thrilled to join the EMLife team in 2019 where he was appointed to the role of General Manager. Will’s experience in injury claim businesses from both a plaintiff law firm and insurer lens has given him great insights and perspective into the industry. Having seen claims businesses from both sides, Will holds a strong belief that there exists a key commonalty – the ultimate unwavering desire to do the right thing for claimants.
Will is passionate about the life insurance claims industry and is driven by his desire to create sustainable insurance claims business. Will believes that industry can deliver strong financial returns whilst still delivering ethical claims outcomes that accord to community standards and expectations. Will advocates this is achievable by finely, but with discipline, balancing customer centricity with technical excellence.
HEAD OF STRATEGY
Before joining EML in 2006, Aynsley worked in the UK in personal injury and brings 17 years of experience across personal injury and workers compensation. Aynsley’s work at EML includes claims experience in Workers Insurance across NSW and SA. She has also worked with the IfNSW business unit as a Group Manager in EML’s Insurance for NSW overseeing operational claims teams in the medically discharged policy portfolio. Aynsley also established the NSW Health Injury Management Program, a collaborative effort between EML and NSW Health to embed early intervention practices into claims management and return to work.
A champion of the development and implementation of human-centred design in claims management, Aynsley has acted as EML’s subject matter expert on this topic. Aynsley works with NSW Police and facilitated the design of the NSW Police Psychological Claims Framework that ensures injured police officers are given quality and timely care that meets their individual needs.
With more than 15 years’ experience working in the personal injury field including workplace rehabilitation, injury prevention, injury management and specialised claims management, Amber brings a wealth of experience to EMLife.
With a background in Occupational Therapy, Amber is passionate about motivating and educating individuals on the benefits of returning to health, work and belonging to a community through their employment and human connection.
Amber offers her diverse skillset to the Life Insurance industry helping to better manage a claims team that provides Customer Centric claims management.
Katie attended the University of Sydney, graduating with a Bachelor of Health Sciences, Bachelor of Psychology and Masters of Rehabilitation Counselling.
With more than 8 years’ experience in the insurance industry, Katie also has an extensive background in Clinical Psychology, Occupational Rehabilitation and has held leadership roles in both the customer service and construction industries. Katie currently sits on the Faculty Advisory Board for the Life, Health and Retirement Income at ANZIIF and she has been an Executive Committee member on the board of Netstrata since 2013 and remains an active advocate for community education.
Lisa has worked within the insurance and financial services industry for over 30 years. With a Bachelor of Teaching in Adult Vocational Education, Lisa has supported EMLife teams help their customers get their lives back.
Lisa’s passion has always been to focus on the customer through the application of motivational interviewing and behavioural economics techniques. Lisa’s main priority of putting the customer at the centre of everything we do is the basis for helping customers along their recovery journey.