2024 IFSO Scheme Insurers Conference

“Bad behaviour?”

Thursday 18 April 2024
Jade Room, Cordis Hotel, 83 Symonds Street, Auckland


8.30 - 9.15am

Registration & Coffee

9.15 - 9.45am

Welcome and introduction to the 2024 IFSO Scheme Conference

9.45 - 10.15am

State of the sector

The incoming Insurance Council of New Zealand CEO, Kris Faafoi, and outgoing Financial Services Council CEO, Richard Klipin, will give short overviews of the state of the sector and their thoughts on the future.

10.15 - 10.45am

Morning Tea

10.45 - 12.15pm

“Managing challenging customer behaviour”
Keynote by Lance Burdett

Our world is changing and having an impact on many of us. Drawing on his experience as a crisis negotiator with the NZ police and through his current business, Lance will speak about the rise of challenging customer behaviour and how to respond to it. He will cover topics including:

  • why emotions heighten
  • engagement techniques
  • limiting emotional fatigue
  • managing personal stress

Following a successful career in construction, Lance Burdett spent 22 years in the police, 13 as a crisis negotiator. He trained in New Zealand, Australia, England, and the United States with the elite units of police, prisons, emergency services, the military, and the FBI. Lance has an MA (Terrorism, Safety & Security), a Diploma in Policing, a Graduate Diploma in Business Studies, and is completing a Diploma in Positive Psychology & Wellbeing. He published the bestselling books – Behind The Tape and Dark Side of the Brain – and has completed the manuscript for a third on managing anxiety to be published this year. He makes regular media appearances.

12.15 – 1.00pm

“Responding to challenging behaviour – a panel reflection”
Panel discussion facilitated by Virginia Douglas

Virginia Douglas from MOSAIC FSI will speak with a panel of professionals to share:

  • what they’re seeing in the industry
  • how to put in place processes to identify and respond to challenging behaviour
  • ways to minimise negative impacts on staff

The panel members will share their experiences from their own industries, and conference attendees will learn directly from those experiencing the same challenges.

1.00 - 2.00pm


2.00 – 3.00pm

Case study speed-dating

Our popular case study workshops return – with attendees choosing a table to sit down at and discuss an IFSO case study in-depth alongside an IFSO Case Manager, before moving to another table.

Cases will cover each different sector and there will be opportunities to ask questions and gain useful insights from IFSO Scheme staff.

3.00 – 3.30pm

Afternoon Tea

3.30 - 4.10pm

Case study speed-dating

4.10 - 4.15pm

Conference close by Karen Stevens

4.15 - 5.30pm

Networking drinks

Download programme timings in a pdf here.