#30. Cohosts Neil Benson and Sarah Penn chat with Kerry Vogel, Head of Insurance Claims, Performance and Delivery at CBUS Super.

Today's conversation focuses on how CBUS Super responded to major failings in handling death claims by moving beyond surface fixes and fundamentally redesigning the process.

The central argument: Australian super funds create unnecessary complexity and distress for grieving families by relying on outdated, paperwork-heavy systems, and CBUS has proven it’s possible (and necessary) to remove those frictions even within tight regulatory constraints.

A key theme that emerged was how stripping away non-binding and lapsing nomination options, and instead prioritizing a single, digital-first, non-lapsing binding nomination, can mean faster, simpler outcomes, anchored in clear trust deed rules and tailored to real member behaviours. The discussion explored why simply throwing more staff at claim backlogs doesn’t work and how only deep, systemic change can build genuine trust with members. Several points were raised, including the regulatory grey areas around nominations, the human cost of delays, and the need to make processes as straightforward, and as empathetic, as possible.

Who should listen

• Claims and operations leaders in Australian super funds struggling with legacy processes and regulatory pressure
• Product or legal professionals considering trust deed reform or digital transformation of member nominations
• Trustees and fund executives wary of adopting bold procedural changes post-regulatory action

Guest: Kerry Vogel

• Connect with Kerry Vogel on LinkedIn
• Follow CBUS Super on LinkedIn
• Visit CBUS Super website

Highlights

• Kerry Vogel emphasizes that death claims are both a crucial responsibility and a complex challenge for superannuation funds, highlighting the emotional weight behind these processes.
• The podcast reveals how Kerry led efforts at CBUS Super to overhaul the death claims process, aiming to simplify and enhance member understanding of their benefits.
• A significant point discussed was the need for clarity in binding nominations, as many members mistakenly believe their nominations are more definitive than they are, illustrating a gap in financial literacy.
• Kerry's approach includes not just streamlining procedures but also ensuring that the claims team maintains empathy, recognizing the human stories behind each claim.
• The conversation touched on the importance of regulatory compliance while seeking innovative solutions to make the claims process more efficient and user-friendly.
• Kerry stresses the continuous nature of improvement, suggesting that the claims process will always evolve, reflecting the need to stay responsive to member needs and industry changes.

Chapters

00:00 Examining superannuation challenges

04:23 Challenges in Death Claim Processing

10:56 Ensuring valid member nominations

15:01 Dealing with death claim objections

18:54 Discussing estate distribution process

21:00 Addressing nominations and trustee discretion

24:17 Ensuring policy transparency

28:26 Issues with binding nominations

31:40 Implementing a new claims process

35:52 Simplifying call center processes

38:09 Analyzing and improving death claims

40:01 Discussing problem-solving approaches

That Super Show

That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

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Your Cohosts

Sarah Penn

Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

• Connect with Sarah on LinkedIn
• Follow Mayflower Consulting on LinkedIn
• Visit Mayflower Consulting website

Neil Benson

Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

• Connect with Neil on LinkedIn
• Follow ChandlerCX on LinkedIn
• Visit ChandlerCX website

Mentioned in this episode:

Chandler CX Digital Forms

 You know that eight-page PDF form that scares off half your members before they finish page two? We turn it into a smart, mobile-first digital form. Prefilled, validated in real time, signed on the spot and straight through processed into your registry.

https://www.chandler.com.au/cx-receive/receive

ChandlerCX