MLC Life has named Ian Fletcher as its Remediation Programs GM, adding to newly appointed COO Jane Murray’s team.  

In the role, Mr Fletcher will be responsible for delivering the insurer’s $32 million Accelerate customer uplift program, which works to provide better outcomes for its members.  

He holds over 15 years of experience in design and program experience, including roles at AMP, Axa, and most recently, Commonwealth Bank, where he served as its Program Safety GM for Customer Remediation.   

Ms Murray, who was appointed to her role last month, says Mr Fletcher’s experience will enable him to “maximise the enhancement of customer processes and outcomes.”  

“Continuously improving the service experience for our customers is the top priority for MLC Life Insurance, and Ian will play an integral role in enhancing the customer experience and reviewing our touchpoints with customers and partners to make sure we can do even better as we continue to grow our business," Ms Murray said.  

“Over the last six months we’ve already seen a more than 10% reduction in call handling times for customers and advisers, along with an improvement in administration turnaround times across our customer measures.”