Customer-centric underwriting: Darren Leonard’s impact at MLC Life Insurance

Leading change inspires others, drives innovation, and makes a tangible difference. Darren Leonard, our Northern Underwriting Manager for NSW and Queensland, exemplifies these qualities, setting new standards for our customers, partners, and team members.

Darren's approach centres on placing customers at the core of the underwriting process. His efforts to streamline insurance applications have been noteworthy, ensuring that customers and their financial advisers navigate underwriting quickly and efficiently.

Transforming the underwriting experience

One of Darren's standout achievements was digitising medical authorities. By identifying the bottleneck within the personal statement process, Darren led the creation and implementation of a digital solution, reducing monthly new business applications held in suspense from 5.4% to less than 0.5%.

In addition, Darren played a pivotal role in simplifying personal statements, reducing the time required to complete new business applications by 36%.

Boosting adviser engagement

Understanding the importance of strong adviser relationships, Darren, in collaboration with the distribution team, devised a strategy to enhance adviser engagement. By pairing financial advisers with dedicated underwriters and fostering stronger bonds, adviser satisfaction with our underwriting services rose by 4%.

Leading by example in the industry

Darren's contributions extend beyond MLC Life Insurance. His involvement in developing the 2023 ALUCA Thought Leadership Paper and his active participation in the NSW Senior Underwriters Forum and the NSW ALUCA committee highlight his commitment to advancing underwriting in life insurance.

Recognition of excellence

Darren received the 2024 ALUCA Leadership Award for his hard work and dedication. This accolade is a testament to his positive influence on our customers, partners, and team members.

Life made simpler

At MLC Life Insurance, we are committed to improving how we serve our customers and partners. Darren's work exemplifies our mission to make life insurance more accessible.

Learn More

Discover how we're setting new industry standards. Call us at 13 65 22 or reach out to your Business Development Manager today.