How did you join the insurance industry?
I studied law at university and originally planned to become a solicitor. During my first year of study in 2018, I had an entry-level role at Slater and Gordon handling road traffic accident claims. I quickly realised that the call-centre style environment wasn’t the right fit for me, so when my probation period came to an end, I started exploring other opportunities. I secured a role at Charles Taylor as they were looking for a Polish speaker to assist claims directors handling Property and Financial Institutions claims arising in Poland. This is where I first learnt about Specialty insurance, built strong relationships and discovered that I genuinely enjoyed both the industry and the people in it.
Following positions at Sedgwick as a Property Adjuster, and CFC as a Claims Adjuster in Professions, I joined IQUW in July 2025 as a Claims Handler in Professional Lines.
What do you like most about the claims function and your role in general?
What I enjoy most about claims is the variety. My focus is on Financial Institutions and Directors & Officers, which means no two days, and no two claims, are ever the same. It has given me a real insight into how different businesses operate and why they buy this type of cover. There’s always more to learn, and that continuous opportunity to deepen my knowledge is what keeps the role so engaging.
What attracted you to IQUW?
I wanted to work in a small team but play a big role in a growing business. A family-style environment was important to me because it allows you learn quickly while feeling fully supported.
The claims team at IQUW works closely not only with underwriters, but more widely across pricing, reserving and other areas of the business. There are also opportunities to attend company-wide and divisional events with our external stakeholders, and I really enjoy being able to meet and network with other professionals in the market.
What differentiates IQUW’s approach?
IQUW has been recognised for outstanding service. The claims team is empowered to engage directly with brokers and clients – whether it’s responding quickly to queries or taking the time to meet our partners. This really helps to build strong relationships.
Unlike other firms, the claims function at IQUW isn’t siloed. We are encouraged to get involved in market-wide events and initiatives, meet brokers and connect with our peers. This really aids us when there are hard conversations to be had. IQUW has a culture of openness and knowledge sharing, both internally and externally, which means that when a time arises when you need to speak to someone urgently, you already have an established relationship with them.
Our open culture also means that brokers understand how IQUW’s claims function works. We encourage questions about our processes and how challenges can be resolved. When working with lengthy or complex claims, proactively providing regular updates is something our brokers and clients really appreciate.
Can you tell me a bit about the claims team?
There are three people in the Professional Lines claims team. We are a tight-knit group that communicates openly and supports one another. There’s always someone to turn to when you need a sounding board, and that trust makes a real difference day to day.
Tony Kriesel, Head of Professional Lines and Cyber Claims, is an amazing manager – knowledgeable, supportive, encouraging and always willing to make time for questions or ideas. He’s like a walking Wikipedia!
What are the main trends in the claims space at the moment?
We are seeing heightened regulatory actions pursued by the Australian Financial Complaints Authority (AFCA) and the Australian Prudential Regulation Authority (APRA) following major superannuation fund collapses in Australia, which continue to generate significant regulatory activity and investor claims. The regulators commenced investigations and proceedings to address alleged misconduct, governance failures and other weaknesses in the superannuation sector.
At the same time, AI‑related claims exposures are emerging as one of the fast‑growing areas in professional lines. Looking ahead, it will be interesting to see how AI‑driven claims begin to influence the market, which coverages will likely be triggered by those and how any ambiguity around the policy intent might be assessed.
In your role, what are your main aims and priorities and what excites you most about the challenges ahead?
I’m looking forward to deepening my knowledge of the FI and D&O space and learning more about the wide range of businesses we deal with. My goal for this year is to complete further professional qualifications – thus far, I have obtained my CII Certificate and am hoping to complete the CII Diploma next.
