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Voluntary Code of Practice: A Trustees perspective

45 mins 0.75 CPD Hours

With changes to the Voluntary Code of Practice coming which will make the...

Improving outcomes for vulnerable consumers

60 mins 1 CPD Hours

Dissecting the existing concerns members have on receiving adequate support...

The big picture: The future of insurance

60 mins 1 CPD Hours

With recent political commentary suggesting that the role of insurance in...

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Improving outcomes for vulnerable consumers

60 mins
1 CPD Hours

Insurance Symposium Engagement  Insurance  Members culture  Risk

COVID-19 has brought greater attention on the needs of vulnerable consumers and how super funds must work towards improving their outcomes and engagement.

Dissecting the existing concerns members have on receiving adequate support, this session will also look at the work being done in the Code to ensure that experience of vulnerable consumers is not diminished through the adherence of prescriptive rules.

Published Date: 09 October 2020


Xavier O'Halloran, Director, Super Consumers Australia

Xavier O'Halloran is the founding Director of Super Consumers Australia. He is a consumer advocate whose role it is to keep industry and regulators accountable to consumer needs in financial services. He works with a team of finance experts to directly help people make better decisions. He is excited by cutting through spin and making the complex simple, so all people can confidently make decisions about their financial well-being. Previously, he worked at the Australian Communications Consumer Action Network (ACCAN) as a Policy Officer working on telecommunications consumer protection and competition policy.

He led the team responding to the Financial Services Royal Commission at CHOICE, Australia’s leading consumer advocacy group. He has represented consumers on several government and industry advisory bodies. He also developed an online ‘chat bot’ to help younger people engage with their super. 

Samuel Lynch, Policy & Campaigns Advisor, AIST

Samuel joined AIST as a Policy and Campaigns Advisor in February 2020. Sam has previously worked as a Ministerial Adviser in the office of a Victorian Cabinet Minister. In this role, Sam supported the parliamentary secretary and Minister on a diverse range of policy issues. He was also previously involved in the 2016 Federal Election campaign as a staffer in the Office of the Federal Leader of the Opposition. Sam also held a number of different roles across the superannuation and insurance sectors, including roles in the superannuation practice of a national law firm and an international insurance company. He also has experience working in corporate taxation at an international professional services firm where he was involved in a number of Merger and Acquisition (M&A) transactions.  

Sam holds a Bachelor of Laws (LLB) and a Bachelor of Media and Communications (BMedia&Comn).

Christine Brown, Insurance Manager, HESTA

Christine is the Insurance Manager in the Operations and Service Delivery team at HESTA. Christine is a registered psychologist, coach, and experienced corporate facilitator. Christine has experience working as a team leader and telephone counsellor for crisis telephone services and as a psychologist working with the long-term unemployed. Christine is passionate about being part of a team dedicated to delivering great value, a seamless experience and sustainable growth for HESTA’s customers of today and tomorrow.


Christine holds a Doctor of Philosophy (PhD) in Psychology and an Honours Degree in Psychology (BA)


Gemma Johnston, National Manager Member Experience Strategy, Aware Super

Gemma currently works in member experience strategy for Aware super and is responsible for championing members throughout all levels of the organisation, part of her role is driving the work for Aware super Vulnerable members.

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