Meet the Team – Helen Molloy – Head of Underwriting Policy, Governance and Quality

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Helen Molloy
Head of Underwriting Policy, Governance and Quality

What is your role at TAL?

As the Head of Underwriting Policy, Governance & Quality, I’m responsible for shaping the underwriting framework at TAL at an enterprise level. My role is about ensuring consistency across all aspects - pricing, products, distribution channels, and importantly, staying aligned with the regulatory landscape.

I collaborate with a diverse group of stakeholders across the business, including teams in data, risk, and customer experience. This holistic approach allows us to monitor and refine the underwriting process for our customers and advisers, as well as emerging claims experience.

My team and I are also focused on delivering underwriting quality and training programs. We guide underwriting philosophy, provide technical support, and supply operational teams with the resources they need to effectively serve both advisers and their clients. The goal is always to enhance the quality and efficiency of our underwriting processes.

What is your professional background?

After completing my Bachelor of Arts degree, I initially joined a life insurance firm with somewhat limited knowledge of the industry, thinking of it as a temporary role and a stepping stone to an industry where I wanted to be. Little did I know that decision would set the course for a long and fulfilling career.

Over the years, my journey in life insurance and reinsurance has taken me through a variety of roles and projects. These experiences have not only broadened my professional expertise but also allowed me to build valuable, long-lasting relationships with some truly remarkable individuals in the industry.

What role do you play in helping to support advisers to deliver value for their clients?

I oversee the underwriting support for our flagship product, Accelerated Protection. This involves ensuring that our underwriting guidelines are finely tuned to meet the needs of both advisers and their clients while maintaining a seamless process. It’s all about finding that sweet spot - offering a product that meets the needs of Australians and is accessible and affordable for the long-term.

By collaborating with teams across the business, we work to remove friction points in the underwriting journey. This includes refining our underwriting questions, streamlining processes, and minimising manual hand-offs. Additionally, we review our automatic medical limits to ensure the process is as efficient and client-friendly as possible.

What are you most excited about in your role for the coming 12 months?

The advancements we’ve seen in underwriting data are nothing short of exciting. Over the next 12 months, I’m particularly looking forward to the potential of harnessing real-time insights. The data will be a game-changer, allowing us to drive more impactful change with greater speed and precision. It’s an exciting time as we move closer to integrating more intelligent, data-driven underwriting processes.

How do you think your role will evolve over the coming years as the industry changes?

With the continuous evolution of data analytics and machine learning, I believe we’re on the brink of transforming the underwriting landscape. These technological advancements will streamline many of the repetitive tasks that currently slow down the process, allowing us to focus on more strategic, value-added activities.

As the next generation of consumers seeks faster, more seamless experiences, it’s vital that we continue to innovate and adapt our underwriting methodologies. The role of underwriting will be more dynamic and responsive to customer needs, making the industry’s future incredibly exciting.

Tell us something that’s guaranteed to brighten your day

Nothing beats the joy of reconnecting with colleagues in person. After the long stretches of remote work, being able to share moments face-to-face - whether it’s a casual conversation or a team lunch - has really reminded me of the importance of building those personal connections. It’s a simple but powerful reminder of the value of community, both professionally and personally.