ClearView Wealth has appointed Joanne Faglioni in the newly-created position of Chief Claims Officer.
The insurer says that Faglioni joins ClearView from Zurich Australia where she held the position of Chief Claims Officer. She will report to the group’s General Manager Life Insurance, Gerard Kerr.
In her role, Faglioni will be responsible for developing the customer claims journey, managing regulatory and audit requirements, and driving improved end-to-end claims management outcomes.
Kerr says that with more than 25 years of financial services experience, including the past 12 years in senior claims roles at Zurich and ANZ Wealth, Faglioni is a “…highly respected professional and the ideal person to lead and develop the claims function at ClearView.”
He says that over the past 11 years, ClearView has grown significantly and the volume and complexity of claims has increased.
“In addition, the industry’s claims processes have come under greater scrutiny and regulatory oversight in recent years, which will only continue.”
Kerr adds that to ensure a “…consistently excellent customer experience, we are continuously strengthening our claims capabilities by investing in people, processes and systems. This is an important part of the group’s multi-year transformation program.”
Faglioni says that in life insurance, claims management is critical.
“The claims team is responsible for honouring and executing an insurer’s promise to be there for customers when they need them the most.”
In addition to her role as Chief Claims Officer, Faglioni is also on the board of the Australasian Life Underwriting Claims Association.