Meet the Team – Roger Clark, Senior Manager of Recovery and Support Services
What is your role at TAL?
As the Senior Manager of Recovery and Support Services at TAL, I lead a dedicated team that provides comprehensive rehabilitation services across the company. My primary focus is on supporting our customers through their recovery journey and ensuring that our advisers have the tools and resources they need to deliver exceptional value to their clients, looking after them each step of the way.
What is your professional background?
With over 20 years of experience in the life insurance industry, as well as degrees in Social Work and Rehabilitation Counselling, I am well equipped to understand and strategise for the challenges faced by individuals during times of injury or illness. My background allows me to approach my work with empathy, compassion, and a strong focus on helping people rebuild their lives in their recovery phase.
What role do you play in helping to support advisers to deliver value for their clients?
In supporting advisers, my aim is to work with them to encourage clear and transparent communication around recovery and support services, which in turn instils a sense of security and trust with their clients. I work closely with our advisers to ensure they have access to the information and support necessary to guide their clients through the claims process. By offering seamless and empathetic service, we empower advisers to deliver exceptional value to their clients and foster long-lasting relationships.
What are you most excited about in your role for the coming 12 months?
Over the next 12 months, I am thrilled to lead our Recovery and Support Services team in expanding the reach of our rehabilitation services across TAL. We will be working diligently to provide tailored assistance to our vulnerable customers, focusing on their individual needs and promoting their overall wellness. It is incredibly rewarding to witness the positive impact we can make on our customers' lives during their recovery journey.
How do you see the life insurance industry changing in the next 5 years?
The life insurance industry will definitely be shaped over by the increased use of digital technology and a greater emphasis on delivering more seamless customer experiences—and hopefully, an increased focus on wellness and preventative health. I have no doubt we will witness advancements in automation and digital tools that streamline processes, making it easier for customers to access and understand their life insurance policies, too. All these changes will ultimately enhance customer satisfaction, engagement, and wellbeing.
How do you think your role will evolve over the coming years as the industry changes?
As the industry evolves, the role of Recovery and Support Services will become even more tailored and customer centric. We will continue to leverage innovative solutions to provide personalised assistance to our customers, particularly those facing challenging circumstances. Additionally, we have a focus on facilitating return-to-work initiatives and promoting overall wellness, ensuring that our customers receive the support they need to rebuild their lives at times of recovery.
Tell us something that’s guaranteed to brighten your day?
One thing that never fails to brighten my day is heading out to the ocean each morning. Having a coffee and being by the water is one of life’s simple pleasures and fills me with so much joy and gratitude to get me through the day ahead.
Roger Clark