The Board sets the strategic direction and work of ALUCA

The ALUCA Board for 2023-24 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
Neilson Financial Services

Duncan is GM Operations at Neilson Financial Services.

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

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 RGA.

Ryan joined the Board in 2019.

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. 

Nathan Flaus

Nathan is 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.

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. 

Clare Vieitas
Swiss Re

Clare is Claims Operations Manager at Swiss Re.

Prior to working as the Claims Operations Manager at Swiss Re, who I have been with for 19 years, I worked as a Claims Specialist across both Australia and the UK including many years in the direct clients’ offices namely Royal&Sun Alliance (Asteron) and Tower (TAL).

As a long-standing employee in the LI industry across the UK, Australia & New Zealand my passion is ensuring our industry continues to educate its members for the betterment of our society. I am a passionate people leader and love watching people excel in their chosen field.

Clare joined ALUCA’s Board in November 2023. 

Ted Voges

Ted is Forensic Accountant at SCOR.

With a forensic accounting background, and more than 27 years as a chartered accountant, Ted has comprehensive experience in wealth management.  Having worked over the past two decades in the areas of advice, distribution, product, underwriting, claims, finance, administration and reinsurance, Ted is able to provide complex but easy to understand end-to-end solutions suited to all parties, with a particularly strong focus on the customer’s needs and experience.

Ted is passionate about helping others and loves to share his insights and knowledge, frequently presenting or delivering training to financial advisers, underwriters, claims specialists, accountants and bankers on a variety of topics including risk management, financial underwriting, financial claims assessment, business insurance, advice propositions, the customer story or exciting new trends in the industry. 

In his spare time Ted is an avid photographer who loves to travel and anything to do with human psychology or behavioural science grabs his attention.

Ted joined ALUCA’s Board as a Special Director in April 2024. 

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.