Joanna Sims (Head of Systemic Issues) and April Blair (Senior Ombudsman) of the Australia Financial Complaints Authority discussed systemic issues and themes that we see in the insurance industry, and opportunities for improved customer outcomes.
Joanna Sims, Head of Systemic Issues
Joanna is Head of Systemic Issues at AFCA, where she leads the identification, investigation and resolution of systemic issues arising from complaints across the financial services sector. With more than 20 years' experience across AFCA and ASIC, Joanna has held senior leadership roles spanning intelligence, systemic risk, strategy, analytics, regulatory policy and enterprise performance. She specialises in intelligence-led approaches to identifying emerging risks and consumer harm, and works closely with industry and regulators to support better consumer outcomes and strengthen industry practices.
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April Blair, Senior Ombudsman
April Blair is an experienced lawyer, currently Senior Ombudsman in our Insurance Team. April helps to set the standard on how AFCA approaches insurance complainants, as well as writing determinations. April brings with her expertise gained at Legal Aid NSW, where she spent many years supporting community members through complex civil and consumer law matters.