The Board sets the strategic direction and work of ALUCA

The ALUCA Board for 2022-23 consists of the following life insurance industry professionals:

Joanne Faglioni

Joanne is Chief Claims Officer at Clearview.

Prior to this, Joanne was Chief Claims Officer at Zurich Australia, and prior to that Head of Claims for OnePath.

She has been a senior leader in claims for the past 20 years across all product channels. She has strong people, performance and strategic leadership skills. Joanne drives a diverse, loyal and technical based front-line claims operations.

Joanne joined the Board in September 2020.

Duncan Cordell

Duncan has worked and led diverse teams in a number of fields including operational delivery, claims, business transformation, initial public offerings, process enhancement, data efficiency, change management, risk management, and information technology development.

Duncan until recently worked as the Chief Data and Operations Officer at Munich Re, and brings a diverse international experience gained across a wide range of sectors, including corporate financial services, mutuals, small to medium-sized enterprise, freelance consulting, and healthcare.

Duncan joined the Board in November 2021.

Carola Moore
AIA Australia

Carola is the Head of Retained Client Claims Operations at AIA Australia.

She has a strong and diverse background across L& D, leadership, business operational and transformation roles across five industry sectors and three countries. She has spent time in the Canadian rehabilitation and Australian life insurance sectors.  Carola has postgraduate qualifications in Psychology and Leadership, as well as courses in Behavioural Economics and Human Centered Design. She has also been the winner of 2 key industry awards which included ALUCA’s education excellence award.

Carola joined ALUCA’s Board in September 2020. 

Ryan Katzen
Swiss Re

Ryan brings with him many years’ experience in the life insurance industry.

He started his professional career as a Certified Practising Accountant (CPA) before moving into a role as a Financial Claims Accountant at AIA where he was promoted to a Leadership role. He relocated from Melbourne to Sydney and now works at SwissRe.

Ryan joined the Board in 2019.

SPECIAL DIRECTOR – Immediate Past Chair
Mark Raberger
Medical Indemnity Protection Society

Mark is the Executive General Manager, Service and Operations at Medical Indemnity Protection Society (MIPS).

He has many years’ experience working in the Australian Insurance Industry across workers compensation, life, and now medical indemnity, including being the Head of Claims Specialist services at AMP, Head of Health at MetLife Australia and now EGM Service and Operations at MIPS. He has previously run his own physiotherapy and rehabilitation business and has strong operations and financial management, marketing and sales experience as well as board reporting. He has also delivered numerous complex change strategies. 

Mark joined the Board in November 2018.

Nathan Flaus

Nathan is currently Head of Claims ANZ at Gen Re.

He has over 20 years’ experience in various areas of life insurance. He has worked in and led operational and technical teams across claims, underwriting, dispute resolution, rehabilitation and technical training and development.

He is passionate about the ongoing professionalisation of our industry.

Nathan joined the Board in 2022.

Ingrid Thorn
Swiss Re

Ingrid is currently Head Underwriting L&H ANZ for Swiss Re.

Prior to her current role, Ingrid held various underwriting leadership roles at Zurich Insurance over her 15-year tenure, before making the move into reinsurance at Swiss Re. She is currently studying her MBA at Sydney University. Her passion for insurance comes from people and understanding how we live, and what this can mean for insurance in terms of both challenges and opportunities for the future.

Ingrid joined ALUCA’s Board in November 2021. 

Joanne Hetherington

Joanne is Head of Financial Health at TAL.

She is a qualified Chartered Accountant with over 25 years of forensic accounting experience with 15 years’ experience in the life insurance industry. She started her career working for one of the ‘Big 4’ accounting firms where she specialised as an expert witness for Court purposes, quantifying economic losses for personal injury cases and commercial litigation matters. At TAL she has built up a team of forensic accountants who provide expert financial opinion across underwriting and claims and expert technical opinion for product development and improvements. Joanne is passionate about the life insurance industry.

Joanne joined ALUCA’s Board in September 2020

Lucy Hartley
Swiss Re

Lucy is Claims Service Manager at Swiss Re.

She has worked in rehabilitation and personal injury claims for the last 20 years. Commencing her career as a rehabilitation professional, she is passionate about partnering with life insurers to improve recovery and return to work outcomes for customers. As a Registered Psychologist, Lucy has a special interest in the psychological impact of chronic illness.

Lucy joined ALUCA’s Board in September 2022. 

Carmel Twist

Carmel is the Head of Underwriting at RGA Australia & New Zealand.  

Carmel was the first New Zealand based underwriter for RGA in 2012 before making the move to Australia 2 years later.   She has held underwriting roles in New Zealand, Australia and the United Kingdom where each country has had their own challenges.  

Carmel is passionate about sustainable practices and looks forward to the opportunities ahead in the industry. 

Carmel joined ALUCA’s Board in November 2022. 

Amanda McKernan

Amanda was appointed CEO in July 2016, after a decade running her own strategic consultancy practice. A specialist thought leader in marketing, membership and strategy, Amanda taught business strategy and marketing in the MBA program at UNSW and ran a business line of CEO Forum Group, focusing on a membership network for senior executives in foreign-owned multinationals. Previously she held leadership roles in strategic marketing with NRMA, BT and Optus. Amanda is passionate about delivering a powerful member value proposition for ALUCA, and working with the Board to shape a strategic direction that reflects the dynamism of the life insurance industry.