Hi, I'm Chris Matthews, an Underwriting Manager from Sydney.

Current role – IAL Underwriting Manager - IAL / IAG 2020 - Present

As Underwriting Manager, I lead a team of 7 direct reports and work with all areas of the business including technology, claims, pricing, finance, operations, risk and our partners to continually grow and develop our business.

IAL started as Berkshire Hathaway Insurance Australia and was acquired by IAG in July 2015, as part of the acquisition the company became IAL in March 2017. IAL is an end-to-end intermediated insurance business providing personal lines products exclusively to Steadfast brokers.

I have been largely involved with growth and success of the business from a start up of 8 people in 2015 to 22 people at our peak with an annual GWP ~ $250mil while maintaining a lean expense base and scalability without an increase of head count.

Secondments

• Underwriting Manager (While in Senior Underwriter Role) - IAL / IAG

• Assistant Catastrophe Situation Manager - Queensland Floods and Cyclones - Westpac

• Private Clients Home & Contents Insurance Relationship Manager - Westpac

• QA / Business Analyst - Establishment of Claims department offshore back office - Westpac

Projects

• Implementing Underwriting workflow system - Developing business rules and processes

• Equity Program (GICOP 2020) – Implementing all business changes in line with GICOP 2020 to help Vulnerable clients.

• GICOP 2020 – Reviewing and amending all business processes to comply with GICOP 2020

• UCT – Full review and amendment of PDS and other client collateral the be UCT compliant

• PDDO/TMD – Develop TMD’s for all products and PDDO framework with required controls to monitor and respond where needed in line with the PDDO obligations

• IAL Exit Project – Successfully manage IAL’s exit from the market while maintaining a high level of support for our people, broker partners and end clients

Achievements

• Working as part of a team to create the fastest growing insurance startup in Australia

• Developing Underwriting guidelines and processes

• Transitioning Underwriting team to have full work from home capability at short notice

• Integrating Referal and Renewal workflow into Jira with full automation

• Development of Dashboard with full visibility of all Underwriting tasks and metrics

• Managing and maintaining Referal turnaround of under 2 hours for 96% of referals and no more than 24 - 36 hours for complex referals

Detailed Employment History - IAL / IAG, 2015 - Present

IAL Underwriting Manager, 2020 – Present

• Managing all Underwriting operations and team of 7 Underwriters

• Working directly with broker partners to provide mutually beneficial outcomes

• Development of direct reports through traning, development and succession plans, goal setting, working to achieve team and individual KPI’s

• Creating capacity so Underwriters can peruse self-development opportunities

• Performance management of underperforming team members

• Developing and improving all underwriting tasks and processes to automate where possible to create capacity and scalability.

• Review and rewrite all product PDS documents on 6 – 9 month basis working with Steadfast and other Insurers on SCTP (Steadfast Client Trading Platform)

• Working as part of the IAL Leadership team to run an end-to-end business and work towards our future goals as part of our strategic plan

• Review and maintain Underwriting rules and guidelines in line with delegated authority, change in business processes and risk appetite

• Monitor and report on portfolio performance and close gaps where there was poor performance

• Audit Underwiring team to produce technical and performance QA results and identify any issues to be addressed either as a team or individually

• Actively monitor and report any risk issues as well as developing actions to remediate any issues.

• Providing advice and guidance on policy wording to claims team in the application of the wording for accepted, declined and disputed claims cases

IAL Senior Underwriter, 2015 - 2020

• Secondment as Underwriting Manager in 2015 and 2018 with team of 7 direct reports

• Management and distribution of Underwriting team daily workflow

• Underwrite and manage a portfolio across home, motor and landlord risks

• Develop and manage policy wording, underwriting guidelines and acceptance criteria

• Build and develop underwriting processes, procedures and performance reporting

• Manage new business and renewal offers

• Granular understanding and involvement in risk rating while working with pricing manager

• Development of business processes including installments, system upgrades and enhancements

• Relationship management with Steadfast broker network

• Working with other parts of the business including claims, technical support, pricing and systems management to constantly build and improve processes

• Working with external partners including Xceedance, Innovation Group, Clam Central, Rackcorp, and contractors

• Pro-actively self-learning SQL and using for complex queries and modeling

• Working with technology partners on system improvements, changes and processes. This has largely been the link between the technical side of the business and the practical end user application and vice versa.

• User acceptance testing, identifying systemic issues and working on resolution to issues.

• Dealing directly with intermediary partners ranging from processes through to broker principles to discuss all areas of the business but particularly underwriting, systems and processes

• Working with leadership team to develop and implement long term strategic direction for the business

• Working as part of a small underwriting team of 7 people processing 2000 - 2500 referrals per week and 200 - 500 renewal reviews per week

Detailed Employment History - Westpac / BT Financial Group, 2004 - 2015

General Insurance Product Specialist / Business Analyst, 2012 - 2015

• Monthly QA audit of all processes completed by underwriting and offshore teams

• Management and provision of training and assistance to offshore team (Genpact, India)

• Communication with stakeholders both external and internal including legal, IT, risk and senior management team

• Analysis of underwriting processes, systems and guidelines for continuous improvement program

• Developing process and audit guideline documents with appropriate risk controls

• Project and change management of new and existing processes and systems

• System user acceptance testing and post implementation testing for regular system upgrades

• Extensive knowledge of General Insurance Product, Underwriting and risk assessment

General Insurance Underwriter, 2011 - 2012

• Managing current and new risk portfolio by assessing and applying underwriting guidelines

• Develop and maintain underwriting guidelines and processes

• Maintaining and increasing skill level and knowledge of Westpac products, systems, policies and procedures

• Monthly technical and quality audit of customer contact center sales and processes

General Insurance / HFM Multi Policy Representative, 2008 - 2010

• Customer service and sales - Home and Contents insurance

• Maintaining and increase sales by working within set scorecard and KPI measures

• Providing assistance and education to Home Finance Managers, Lenders, Relationship Managers and other Branch staff in regard to General Insurance Products

• Extensive knowledge of General Insurance Underwriting and risk assessment

General Banking and Credit Cards representative, 2004 - 2008

• Customer service and sales - consumer banking products and consumer cards

• Maintaining and increase sales by working within set scorecard and KPI measures

• Maintaining and increasing skill level and knowledge of Westpac products, systems, policies and procedures