Chris Mchugh Email & Phone Number

Brisbane, Qld, Au

Providing strategic advisory services to insurance and related industries on growth, acquisition and optimisation opportunities

Brisbane, Brisbane, Au

In a climate of increased regulatory and legislative reform, I was appointed to integrate claims into the personal injury portfolio and lead the combined operations of Workers Compensation, CTP and Travel insurance, building an aligned, high-performance culture. Responsible for P&L of $1.5b revenue and $1.1b claims expense, strategic direction and execution of end to end personal injury business, I led a transformation program to optimise claims performance, strengthen the customer experience and deliver profitable growth. Leading a team of 1,000, I worked across the business to deliver change initiatives and engaged regularly with regulatory, government and industry stakeholders to deliver improved customer outcomes and strengthen regulatory compliance.• Improved underlying insurance result by $110m;• Improved RTW in all WC schemes delivering 10% improvement to WC loss ratio;• Achieved market leadership in market share, underlying insurance performance and customer; outcomes, maintaining market leading status for the workers compensation (WC) and CTP businesses;• Championed the digitisation of the CTP purchase pathway in NSW, leveraging agile solution development to significantly improving customer experience and quote to bind performance; • Delivered a national customer (VOC) program to improve customer satisfaction levels, achieving leading NPS scores in multiple schemes.

Brisbane, Brisbane, Au

With a mandate to transform the Australian Life Risk business in addition to leading the Statutory Portfolio, I led the organisational strategy, profit and loss, technical pricing, underwriting and scheme development for all Personal Injury and related insurance products including CTP, Workers Compensation, Life and Travel Insurance with full P&L accountability for $2b revenue and $1.5b claims cost P.A.Tasked with optimising the performance of the Australian Life Risk business in advance of its potential sale I developed and executed a transformation roadmap to strengthen all facets of the business. During this time, I also engaged closely with regulators, government and industry to shape reform through the Life Insurance Code of Conduct, taking an industry leading role across product review and modernisation.Across state based personal injury markets I engaged strategically with regulators and government to shape CTP and WC scheme reform delivering fairer, more customer centric and sustainable outcomes• Improved underlying profitability of the Australian Life Risk business by 45%, enabling its successful sale by optimising the value of the asset and its risk profile;• Facilitated the largest transition of claims in WC scheme history, encompassing deployment of file transfer technology, establishment of multiple operating sites, recruiting and training 300 new employees in 3 months;• Exceeded staff engagement targets across the Australian Life Risk and core CTP/WP businesses through tailored engagement strategies to deliver on growth and performance objectives specific to their operating environments;• Achieved market share leadership in CTP growing policies from 2.9m to 4.2m;• Advocated for and enabled delivery of CTP scheme reform in ACT;• Led technology build of new claims workflow and policy system in ACT• Highest margin contributor by LOB.

Brisbane, Brisbane, Au

With Suncorp embarking on a strategy of simplification and optimisation across the business, I was appointed to develop the concept for a personal injury business, merging WC and CTP as an integrated statutory business. With full P&L accountability for $1.5b revenue and $1b claims expense I led the development of long term strategy to deliver market leadership in statutory schemes.Driving all strategic planning, I led a project to improve the performance of the CTP business to deliver customer led, sustainable growth. I championed change in a relatively static market, actively supporting the NDIS and State based statutory schemes to drive reform in the personal injury including the introduction of defined benefit, no fault schemes and privatisation.• Doubled market share of the CTP business with new market entry into the ACT and SA and market share growth in NSW, leading government engagement and strategic development to eventually establish a position as the market leader;• Led new market entry strategy and negotiations into SA and ACT CTP markets;• New market entry delivered additional $170m revenue and 500,000 new customers P.A.;• Led technology build of claims workflow and policy infrastructure for SA CTP• Exceeded profit and margin targets every year consistently contributing highest margin by LOB;• Optimised operating efficiency through transformation of WC claims workflow (ClaimCenter), re-platforming CTP policy infrastructure and developing a new claim workflow infrastructure across all CTP schemes.

Brisbane, Brisbane, Au

Responsible for the national workers compensation claims operations and end to end management of the 'Managed Funds' claims contracts in NSW WC and TMF as well as Vic Worksafe, my agenda was to optimise performance of the WC claims teams through the development of high performance team culture and optimisation of claims operating model. • Developed and implemented strategy to achieve industry leadership in scheme performance. Transforming NSW WC from 7th to 1st in industry benchmarks. • Achieved industry leadership in RTW performance across all schemes;• Reduced operating expense by 20%

Brisbane, Brisbane, Au

Brisbane, Brisbane, Au

Various portfolio strategy roles across Commercial Insurance

Series of operational, investigative and managerial roles

Avira

Gaicd, Company Director

Bachelor Of Commerce (B.Com.)