Meet our partners: Kym Clarke-Albert

From call centre to Head of Insurance Product – how did your career journey unfold?    

My career has been almost entirely in insurance. I started in my early 20s in a call centre at an insurer while studying. From there, I progressed into operations and service roles, then into product gaining exposure to retail, direct and group insurance products. I also spent time working on reinsurance and a short stint at TAL before transitioning to the fund side. 

I found myself naturally progressing into product roles given the wide variety of activities and because I wanted to have a bigger impact on the way insurance was designed and delivered. Six years ago, I joined Rest, and it’s been incredibly rewarding to work on insurance that directly supports members’ financial wellbeing. 

What does your role cover, and where do you see the biggest opportunities to support Rest members?   

I oversee the insurance product management and development, the member pricing strategy, and the insurance management framework. That includes supporting premium setting with the insurer and ensuring our products reflect the needs of our diverse membership. 

Rest has around two million members, including many casual and part-time workers, and about half are under 30. Many of them wouldn’t be able to access insurance if it wasn’t provided through super. Engagement is a challenge – a lot of them only interact with their insurance when they need it. So, our goal is to make sure the cover they hold is reliable, affordable, and easy to understand, even if they’re not engaging with it every day. 

Income protection makes up a key part of our insurance offer, so for members with limited savings or paid leave, it really helps when they need it most. When we get it right, it gives members confidence they’ll be looked after during difficult times.

What recent initiatives or developments are shaping Rest's insurance offerings?

We recently completed an in-depth appropriateness and affordability review, which examined how our insured membership is changing and what their needs will look like over the next five years. That review is driving decisions around product design, simplification, and affordability. 

TAL has been central to supporting this work. They facilitate discussions across multiple funds and connect us with the broader industry. It’s not just about sharing ideas; it’s about learning from the challenges others are facing and exploring solutions together.  

TAL helps us gain a wider perspective – their value goes beyond collaboration. TAL shares insights on claims trends, member engagement and digital innovation, giving us a clearer view of the insurance landscape. That input helps us validate our approach and gives us confidence that the solutions we’re building are aligned with where the industry is heading.

How do you ensure Rest's insurance products stay relevant?  

We design with transparency and clarity in mind, so benefits are straightforward to access when needed. Our membership base is young, diverse and often working casually or part-time, so flexibility and simplicity are essential. 

Digitalisation is another priority. Around one million people already use the Rest app, and TAL’s Claims Assist tool is widely adopted. Together, we’re now building a new claims lodgement platform that will allow members to lodge and track claims entirely online. 

Digital lodgement is particularly important for our younger members who expect self-service and for casual workers who may not have the flexibility to call during standard business hours. It means they can manage their insurance in a way that works for them, while still having access to personal support when it’s needed.