In this Inside RGA Q&A, Alissa Holz, Senior Vice President and Chief Executive Officer for RGA Australia and New Zealand, shares her thoughts on balancing cultural differences, digitalization’s influence on products, the need for human interaction with AI solutions, and the joy of family.
I do not spend a lot of time looking backward. I have always been more about the future than the past, so it is strange to think I have worked at RGA for such a long time. It is a very different company compared to the one I joined, and I have had the great privilege to work in a range of roles with teams across the globe. Still, there are two things that remain consistent at their core: the unwavering hunger and drive to provide solutions to our clients, and the energetic and talented people I get to work with.
My first manager at RGA, when faced with an obstacle, would say, “How can we make that work?” This approach drives me to this day.
Australia and New Zealand are multicultural countries, with close to 50% of the population being first- or second-generation immigrants. Generally, aligning cultures is not a challenge, though there are nuances. What resonates is having a drive and culture that wins. I am a ‘QUEENSLANDER!!’ – this is both a reference to the state in which I was born and a well-known war cry of a football team in the yearly State of Origin series. This team has dominated the competition over the past 45 years by sheer grit, passion, and pride. Bringing that energy and belief to life within the Australia and New Zealand team is core to our future success.
Much like elsewhere in the world, we are seeing increased digitalization and use of data as key drivers for the Australian and New Zealand market. Allowing customers to purchase and manage their insurance efficiently online is vital to success into the future. However, Australia also has a significant amount of default insurance coverage for employees. Through our superannuation system, this coverage remains an important way for Australians to protect themselves and their families. Maintaining the trust and flexibility in this system is critical for us to achieve our purpose of making financial protection accessible to all.
Artificial intelligence is already playing a material role in the lives of our customers; therefore, we need to ensure it is used by companies to expand and foster innovative solutions. Customers will expect personalized interactions and predictive services while we maintain efficient premiums and expense margins. AI has a role to play in product development, underwriting, policy administration, and claims management; however, the need for human interaction remains. It is one thing to pay a claim quickly, but to really enhance the experience requires empathy that computers just don’t have … yet.
I spend as much time as I can with my children (ages 12 and 15), who are growing up too quickly. My daughter is quite musical, so we go to a lot of shows together. Our favorite to date is Come from Away, but we are always looking for new recommendations. My son is deep into his sports – cricket in particular. I don’t play cricket myself, but I am quite a passionate spectator. The U13s Sydney Inner West Harbour Tournament is quite tight this year … go Jolly Rogers!
Learn more about the team at RGA Australia and New Zealand, and how they can empower your organization for success.
