Profiles

BUSINESS STRATEGY SPECIAL REPORT

YOUNG GUNS 2021

MARC CASEY

Motor operations manager

Gallagher Bassett

As motor operations manager at Gallagher Bassett, it is Marc Casey’s job to lead, advise and support the firm’s motor assessing team. He is in charge of the overall planning and implementation of business-as-usual assessing strategies, including ensuring a compliant, profitable and professional business unit operation, and providing oversight and input into the capability and personal development of his team.

Casey joined GB in October 2019 and has since worked directly with its clients to tailor service excellence to specific customer needs, putting assessors on the ground at the right locations to provide a personal touch, alleviate the stress of a claim, and deliver a rapid response.

One of Casey’s key achievements was the implementation of a full operational review of the entire motor claim and assessing process. The initiative resulted in a -11.6% reduction in turnaround time for assessments, a 60% gain in the utilisation of resources, plus improvements in service levels and increased client satisfaction. The review also identified how to manage GB’s non-customer-facing administration work more efficiently. Another of Casey’s accomplishments was the creation of up-to-date training material across motor for the assessing team.

Casey “has been instrumental in completely revitalising our motor claims experience for both clients and customers”, says Steven Walsh, chief client officer. “The team consistently receives accolades and compliments from our clients, and as a result we have seen a significant increase in new business, which Marc has been instrumental in delivering on.”

JASPAL (JAZ) DOSANJH

Director and financial adviser

JD LIFE

Jaspal Dosanjh oversees a team of financial advisers, programmers, administration and the telemarketing team at JD LIFE. He enjoys the thrill of having discussions around insurance and helping people set up a plan to protect what’s most important to them. He makes it his mission to enable his clients to attain better insurance policy terms and to assist them come claim time.

“My role stimulates me in two ways,” says Dosanjh. “Firstly, I’m having great conversations with amazing people. Secondly, it’s great exploring comprehensive solutions to ensure that you and your family are protected in an affordable way that fits the budget. Having clients who become friends knowing that they now have good cover in place so their families won’t suffer any more than they have to is a real passion of mine.”

Dosanjh has entrepreneurship coursing through his veins. He completed his Bachelor of Commerce degree at Otago University, then took up three master’s degrees – all pivoting around the business dynamic. When Dosanjh established JD LIFE at a young age, the firm started initially helping clients with their risk insurance and over time diversified into offering a seamless holistic approach, advising additionally on KiwiSaver, mortgages, asset finance, house, car and contents insurance. As he leads JD LIFE in stepping up its game further, Dosanjh plans to purchase insurance books of business, hire additional insurance advisers, and welcome the firm’s first additional mortgage adviser. He also looks forward to the potential franchising of the brand.

AMY CAVANAUGH

General manager of operations

Pinnacle Life

Amy Cavanaugh is driven by her desire to shift assumptions and remove lethargy around life insurance and Kiwi financial literacy. She aspires to lead the industry in doing things differently, working in executive and governance roles to drive better customer outcomes while achieving better business results.

At Pinnacle Life, Cavanaugh provides technical expertise and leadership to ensure optimal business performance, and her role includes overseeing finance, risk, HR, supplier/contract arrangements and technology management. With a focus on expanding Pinnacle’s risk management framework in an evolving regulatory environment, she has demonstrated that it is possible to meet regulatory requirements without compromising business results.

“What Amy enjoys most is navigating the company through regulatory change (such as FSLAA and Conduct and Culture) with no disruption to the business while delivering positive benefits to customers,” says Jane Barron, marketing manager.

Cavanaugh recently developed a first-of-its-kind digital tool in New Zealand that provides personalised life insurance advice online. She says the Pinnacle Life Digital Advice platform will make financial literacy accessible to everyone. She spearheaded Pinnacle’s entry into digital advice by applying for an exemption from the Financial Market Authority. Meanwhile, her leadership helped improve online buying for customers by ‘bundling’ life cover with other riders, such as trauma cover, disability cover and income protection, into a single policy.

ANDREW REID

General manager TLC Insurance

Andrew Reid is responsible for overseeing all areas of TLC Insurance, from managing the connection between its underwriting and claims team, to creating new partnerships with its broker network, to developing new methods to communicate the agency’s products to the market. Reid also served as a project manager tasked with searching for a suitable underwriting partner for the agency’s mobile plant and commercial motor offering, and now manages the relationship between TLC and its new strategic partner, Berkshire Hathaway Specialty Insurance.

Armed with talent, commitment, and an excellent work ethic, Reid has proven himself in the short time he has been at TLC. Reid joined the company in June 2020, bringing with him a specialist heavy machinery/contractors’ plant insurance background, which has benefited TLC as it continues to develop in its chosen industry niche.

“I am delighted with Andrew’s specialist knowledge, ability to manage a team, and his dedication and commitment to get the job done,” says Keith Penny, TLC managing director. “This has seen Andrew very quickly develop into his current role as general manager, with other opportunities looming for his development in the not-too-distant future.”

A member of Young Insurance Professionals since 2018, Reid aims to expand TLC’s reach and educate more brokers on the benefits of being insured through a specialist heavy machinery underwriting agency. He is currently developing a virtual engagement plan to educate brokers on the features and benefits of TLC’s products and offer them valuable training opportunities.

BUSINESS STRATEGY SPECIAL REPORT

YOUNG GUNS 2021

RYAN MULDER

Domestic and commercial insurance adviser

Quantum Finance

Utilising his business insight, along with his passion for helping others, Ryan Mulder has managed to gain the trust of many business owners throughout New Zealand.

In just over three years, the Waikato-based financial adviser has built a book of domestic and commercial insurance business, from scratch, to $740,000 in gross written premiums. When tasked with creating standard operating procedures compliant with new legislation, his goal was to simplify the insurance onboarding and customer service process. This simple process meant he successfully achieved a 99% client-retention rate. Equipped with an outstanding ability to easily connect with clients, and an in-depth knowledge of the industry, Mulder is on track to increase his current book by another 40% in the year ahead.

“Ever since Ryan stepped into our office three and a half years ago, he has proven himself to be a valuable member of the Quantum Finance Group,” says director Lincoln Davie. “His compassionate and caring nature allows him to easily aid business owners to understand their current insurance, whilst providing an unbiased and honest opinion. The trust that he builds with clients obviously shows with the amazing growth of his book as well as client retention rates.”

Mulder’s next career goal? To revolutionise the way the adviser industry interacts with its clients. He wants to create the most effective, customer-focused advisory, integrating expert advice and the speed of modern technology to make insurance easy for clients.

STACY GOULD

Underwriting relationship manager for distribution

QBE Insurance

Stacy Gould is a 12-year underwriting veteran on a mission to build champion teams with heart, and a passion for helping other young professionals achieve their goals.

As part of the QBE NZ Business Leadership Team, she acts as a senior relationship partner with intermediaries, to focus on profitability, growth and market representation, while managing one of the insurance giant’s largest portfolios and teams in New Zealand.

Gould has been a keen mentor to many young professionals at QBE and in the wider market, and continues to be involved in the organisation of networking events. In her three years as vice president of Young Insurance Professionals Inc (YIPS NZ), she helped work on a number of initiatives for young professionals to find their feet in the industry. These included co-ordinating the inaugural (and subsequent years) YIPS NZ Professional One Day Conference.

The country girl who has “fallen into insurance” now wants to give the youth an opportunity to also find their place. “I am in the process of designing and implementing a ‘grad-type’ program aimed at schools and universities to bring insurance to the forefront of career choices,” says Gould. “[It aims to] show those students the opportunities available in the market, whilst bringing fresh generations through and allowing them to decide to make insurance a career, rather than everyone falling into it.”

Gould was a finalist for the ANZIIF Young Insurance Professional of the Year award in 2019, as well as an Insurance Business Rising Star – Insurer (Women in Insurance) in 2020.