2024 IFSO Scheme Insurers Conference

“Bad behaviour?”


Lance Burdett

Consultant and Coach - WARN International

Keynote speaker

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.

Virginia Douglas

Principal Consultant - Mosaic FSI

Panel facilitator

Virginia is an experienced financial services professional, with more than 20 years' experience working in insurance, banking, and superannuation. She is also a previous member of staff at the IFSO Scheme. She is passionate about customers and assisting businesses to deliver good customer outcomes with a special interest and experience in conduct, customers in vulnerable circumstances, complaints and CoFI.

Hon. Kris Faafoi

CEO - Insurance Council of New Zealand

Guest speaker

Kris Faafoi joined the Insurance Council of New Zealand Te Kahua Inihua o Aotearoa (ICNZ) as Chief Executive in April 2024. He is a former member of Parliament and Cabinet Minister who served in a number of roles, including Minister of Justice, Immigration, Commerce and Consumer Affairs, and Broadcasting and Media. Before that, Kris worked as a journalist, including at TVNZ and the BBC.

Richard Klipin

CEO - Financial Services Council

Guest speaker

Richard is the outgoing Chief Executive Officer of the Financial Services Council – New Zealand. He has extensive experience in leading and transforming Industry Associations, Life Insurance and Financial Advice businesses, having held senior leadership roles in all sectors over the past 16 years. After over 7 years of leading the FSC, he will take up the role of chief executive of Australia’s National Insurance Brokers Association at the end of May.

Allan Dunn

Manager of Complex Loss & Subrogation - FMG


Allan Dunn has worked at FMG as Manager – Complex Loss & Subrogation for the last 3.5 years. Prior to this, he worked in the financial services sector in the UK for 15 years operating in the General Insurance and TPA Claims Markets again, dealing with a wide range of complex claims, including Professional indemnity complaints against the legal professional which can be quite contentious!

Chris Gibson

Senior Solicitor; Lead Case Manager Life, Disability and Credit - IFSO Scheme


Chris is a lawyer who has worked as a case manager at the IFSO Scheme for more than 20 years, during which time she has experienced a lot of challenging complainant behaviour. She has a Master’s degree in dispute resolution and is currently undertaking a PhD, investigating the decision-making processes of consumers experiencing vulnerability.

Emma Noble-Beasley

General Manager Contact Centre - Kiwibank


Emma is a professional in the contact centre industry, with a background within banking and government sectors. She has over 20 years of experience spanning various roles from frontline to GM level. Emma is also a recognized industry expert, contributing to industry events and thought leadership programs over a 20-year period. Throughout her career, Emma has successfully led large complex teams across multiple functions, sites, and delivery channels. Her leadership style, characterised by positive intent and authenticity, has fostered a culture of success and resilience within her teams. She is passionate about driving operational excellence, ensuring digital adoption and accessibility, improving customer experience, as well as staying at the forefront of industry trends.

Tracey Berry

Partner - Mosaic FSI


Tracey Berry is a Partner with Mosiac FSI, where she specialises in the provision of complex advice and change across the financial services sector. Currently also on the Board of the National Provident Fund, Tracey previously served as the independent member of the Financial Advisers Disciplinary Committee (FMC Act) for over 10 years, was Chair of Nikko Asset Management ($6bn), Trustee of Rata Foundation and Ara Foundation, and was the independent Adviser to the Ministries responsible for Student Loans. In her career Tracey has established the wealth business for Kiwibank (Kiwi Wealth), BNZ and Westpac, has been the CEO of Gareth Morgan Investments, CEO of Kiwi Insurance, and the Group General Manager of Kiwibank, responsible for all Retail, Rural and Commercial channels, digital and operational teams.

Travis Higgins

Head of Claims - AIA


Travis Higgins is a dad to three girls and the Head of AIA claims. He has worked in the insurance sector for 16 years, with Sovereign and then AIA. He proudly leads the AIA claims team of 81 passionate individuals assessing nearly 100,000 claims per year.