Meet our partners: Lisa Gilchrist

Tell us about your career and role at AMP 

I’ve been within the financial service industry for over 30 years, and the last 18 years at AMP. I started in operations before spending 15 years in IT, where I held various leadership roles across systems, business analysis and technology. That blend of business and tech experience led me to product, where I’ve worked across superannuation and insurance for the past 13 years. 

I currently oversee Insurance Product Management & Governance across both our AMP Super Fund and the Wealth Platform businesses, working closely with TAL to deliver insurance value, simplicity and strong member focused outcomes.  

How has the industry involved during your career? 

During my time within the Insurance Product Management over the last 6 years, I’ve seen the insurance industry undergo significant transformations. The most notable changes have been the introduction of PYS and PMIF, along with increased regulatory expectations on super funds that have driven a shift towards more transparent and efficient processes.  

As the industry moves from paper-based workflows to digital solutions, it’s not only improving operational efficiency for super funds, but also changing member expectations.   

Can you tell us about AMP’s brand relaunch? 

AMP has also been on a six year-simplification journey, which has included rationalising our products, investment and insurance offerings. This has not only streamlined our AMP Super Fund offer but has also provided significant benefits back to our members.  

The recent AMP brand relaunch is a reflection of our commitment to delivering value, simplicity and strong outcomes for our members. It’s about modernising our services and ensuring that we remain a trusted partner in our member’s financial journey.  

AMP has been a TAL partner for a year now. Tell us about your onboarding experience.

Our onboarding with TAL was a collaborative journey. The transition across to TAL involved the implementation of a modernised insurance design for approximately 85% corporate & retained members, including significant premium reductions and ensuring sustainable pricing for the next three years. 

We also digitised all core insurance services like underwriting, life events, transfers, cancellations, reductions and claims, removing manual processes and enhancing transparency with the ability to check status of requests. This digital uplift has improved our operational efficiency while giving members a faster, simpler experience – including real-time updates on their claims. 

Strong governance and collaboration were central to the success of the onboarding process. During implementation, our teams were co-located, enabling face-to-face engagement that supported swift decision-making and problem-solving. 

How has integrating TAL's digital solutions transformed AMP's insurance experience?

The integration of TAL’s digital solutions has been a game-changer. We’ve moved from manual, paper-based workflows to a streamlined, almost fully digital model across key member journeys. 

Lodge My Claim has cut claim notification times. The fastest online claim notification was only 16 minutes – dramatically faster than paper-based claims notification process, which could take up to a month. Meanwhile, TAL Connect has driven an increase in applications of more than 300% since its launch. 

For members, this means faster and more transparent interactions. We’ve also seen a substantial drop in complaints and a significant uplift with members engaging with their insurance cover. Internally, we’ve significantly reduced manual handling, allowing teams to focus on higher-value work and delivering better member service. 

We’ve also introduced behaviourally designed communications to help members better understand insurance disclosure documents. Features like tables, graphics and simplified language ensure clarity and support more informed decision-making. 

Tell us about AMP's new health offering

We’ve never had a dedicated health and wellbeing offer like this before, so partnering with TAL has been a real step change for AMP and our members. AMP’s new health offering aims to ensure members can live their best life in retirement. 

We’ve launched Health Hub to support members at every stage of their journey – before, during and after a claim – by providing tools and resources that promote mental, physical and financial wellbeing. This holistic approach is so important and something we’re deeply passionate about. 

Since its launch, Health Hub has reached over 1,300 users, with 40–60 members engaging weekly. Among those, 40% access health tools, 37% use Health Scout, 28% explore the insurance calculator, 17% engage with Headlight, 14% with Health Connector and 4% with other resources. 

One of the other most exciting additions we recently participated in was SpotChecker – a preventative health service that was available to some AMP staff. The response was incredible, with demand far exceeding expectations. It’s a real value-add and something we didn’t have access to previously. 

What's next for AMP over the next 12 months?

Now that our implementation is complete, we’re not standing still. Our focus now is on ensuring 100% operational efficiency – particularly around digital capabilities to make every interaction as seamless as possible for members. 

We’re also extending our health and wellbeing offer and working with TAL on a number of new growth initiatives across our platform and AMP Super businesses, with work progressing on our retirement solutions. Marketing and engagement campaigns will be key to educating and activating members, especially around the value of insurance and our digital tools. 

Another priority is to further simplify and harmonise non-standard plans, which will reduce complexity and create a more consistent member experience. It’s all about building on the momentum of the past year while growing, innovating and deepening our partnership with TAL to deliver better member outcomes.