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Unpacking the Claims Handling in Superannuation Service Standard

About this event

This workshop will unpack the Claims Handling in Superannuation Service Standard released in July 2025, explore the themes of the Standard, and provide practical tips for oversight of implementation of the Standard.

By attending this session, facilitated by Jocelyn Furlan, you will gain a detailed understanding of the Claims handling in Superannuation Service Standard, the themes and reasons behind the development of the Standard, the timeframes in the Standard and receive tools and tips for effective oversight of reporting of claims handling processes.

Key topics to be discussed include:

• Background to the development of the Standard and assumptions about processes
• Overview of the Claims Handling Service Standard and key points in the Standard
Important aspects of the Standard including:
• The different roles of trustees and insurers, interaction with the Life Code, obligations when members don’t have insurance cover, communications about income protection policies, timeframes and community expectations
• Background to the development of the Standard and assumptions about processes
• Effective oversight of claims handling processes

Who should attend?
• Trustees and directors
• CEOs, and senior management staff
• Governance and Company Secretariat staff
• Compliance and risk professionals
• Those who support the board/trustee function

How you’ll learn
One-hour online virtual workshop.
ASFA’s virtual workshops are a live and interactive learning experience. Participants can engage with industry-leading presenters who are experts in their field, together with their peers, just like they would at an ASFA face-to-face workshop. It is a unique opportunity to workshop ideas and concepts in a collaborative online environment facilitated by experts. Virtual workshops are limited to 30 participants to allow for discussion, and to ensure that participants have ample opportunity to ask presenters questions.

Details

8 August, 2025
12:00pm – 1:00pm

Pricing (incl. GST)

Standard

Member: $195
Non-member: $250

Jocelyn Furlan

Principal, FM Super Resolutions; B Com LLB GAICD

Speaker Bio

Jocelyn Furlan is an experienced non-executive director and Chair.

She is a non-executive director on the Boards of Perpetual Superannuation Limited, Russell Investments Master Trust and Financial Counselling Australia. She is the Independent Chairperson of the Customer Owned Banking Code Compliance Committee.

Jocelyn has been the Chair of the Board of Strathcona Girls Grammar School since 2017 and is a non-executive director of the Mother’s Day Classic Foundation.

She was a director of Aware Super for nine years and is a former member of Vanguard Investments Ltd’s external compliance committee. She was the Chairperson and CEO of the Superannuation Complaints Tribunal from 2007 to 2015 and was also the inaugural company secretary of VicSuper.

In addition to her non-executive work, Jocelyn provides consulting services in superannuation dispute resolution and financial services remediation. She is currently chairing an ASFA steering group established to develop industry wide service standards for superannuation death benefits and insurance claims handling.

Jocelyn’s background is in financial services, with in excess of 25 years’ experience in superannuation. She holds law and commerce degrees and is a Fellow of the Australian Institute of Company Directors.