LIFE INSURANCE AWARD
WINNER
Paula Bourke – National claims manager
BT Financial Group
Advocating for better health outcomes has seen BT Financial Group’s national claims manager, Paula Bourke, take out Money Management and Super Review‘s Life Insurance Award.
Bourke, who started in claims 16 years ago, said her team has worked on implementing great health support programs that build on the opportunity to work with customers directly by supporting holistic recovery through rehabilitation services.
“I’ve selected the right team that can see beyond the day-to-day and innovate for the future. I’m really big on encouraging creativity. For example, exploring new ways to improve the customer experience is a measure on our scorecards,” Bourke said.
Bourke said she has set a goal of enabling better health outcomes for BT’s customers as the significance of wellbeing cannot be underestimated.
“One of the greatest challenges is the impact of long-term disability. There is a lot of research that stress that long-term disability has a significant impact on someone’s health and wellbeing, which is why it is one of Australia’s biggest public health issues,” she said.
“So the goal of enabling better health outcomes is really key not only from insurers but for consumers around helping them facilitate that return to wellness.”
According to the judges, Bourke was the stand out in the category.
Bourke has been with BT since 2009 and was in similar roles at CommInsure before that.
“I started in claims 16 years ago while studying at university and my studies had a focus on statistics and actuarial studies and I was planning a career in finance,” Bourke said
“What I didn’t plan on was loving a claims career so much because I found it so rewarding. Helping customers avoid long-term disability gives me a really great sense of purpose.”
The judges commended finalist Serena West, of Capital Partners Risk Insurance Advisers, as a valued adviser on life insurance issues, and Melissa Crawford, of AIA Australia, as a leader of the future.
FINALISTS
Melissa Crawford – Distribution strategy manager
AIA Australia
Renee Hancock – Head of life product
ClearView Wealth Limited
Serena West – Principal
Capital Partners Risk Insurance Advisers
Suzanne White – Head of life, accident and health
Beazley
