Tower Limited has expanded its executive leadership, naming Dr. Stephen Hastings (pictured right) as chief data and analytics officer and appointing Micheal Maclean (pictured left) as chief digital and technology officer, effective immediately and from early November, respectively.
The insurer says these changes are part of its ongoing strategy to enhance digital capabilities and leverage data for improved customer service and business development.
According to Tower CEO Paul Johnston, the new appointments are intended to reinforce the company’s commitment to technology and data as central components of its operations.
“The appointments mark the next evolution of Tower’s digital and data strategy, building on the momentum of investments in our digital platform and reinforcing our commitment to continued technology leadership in this rapidly changing space,” he said.
Johnston noted that Tower’s recent investments in digital infrastructure have laid the groundwork for further advancements, and the addition of Hastings and Maclean is expected to accelerate these efforts.
“Digital technology and data are central to how we serve our customers and grow our business. Stephen and Micheal bring deep expertise and leadership that will help us accelerate our strategy and deliver even better outcomes for our customers. We’re thrilled to welcome them to Tower’s leadership team,” he said.
Dr. Hastings, who previously led KPMG New Zealand’s Digital Lighthouse division, brings more than two decades of experience in analytics, artificial intelligence, and innovation across several industries, including insurance and financial services.
He said he sees significant potential for Tower to further its transformation by applying advanced data and analytics.
“Tower has a fantastic culture and is a digital leader in the insurance industry. There’s a huge opportunity to accelerate transformation through smart, safe use of data, analytics, and AI. I’m excited to be joining the team at such a pivotal moment and to help deliver meaningful value for our customers,” he said.
Maclean, who has a background in digital transformation and customer experience from his time at ASB, said he is eager to build on Tower’s digital foundation.
“Tower’s strong digital foundation and customer-first mindset make this an exciting time to join. I see a real opportunity to build on the strong foundations already in place and accelerate the delivery of smart, intuitive solutions that make insurance simpler and more accessible,” he said.
Tower introduces standardized repair schedule for motor claims
In a separate development, Tower has launched its first Times and Rates Schedule for motor repairers in New Zealand.
The initiative aims to streamline the claims assessment and quoting process for repair shops, following a series of industry consultations held in major cities and online.
Tower’s motor assessing manager, Murray McChesney, explained that the new schedule is designed to improve efficiency for both repairers and customers.
“We are proud to launch Tower’s first Times and Rates Schedule to help enable faster claims turnaround times for both repairers and our joint customers. This is about getting people back on the road sooner while making the insurance process easier for repairers,” he said.
He noted that repairers who attended the roadshow sessions responded positively, expressing readiness to adopt the new system.
The Collision Repair Association (CRA) was involved in the development of the schedule.
CRA general manager Stewart Gibb said the association appreciated the opportunity to provide feedback and represent its members’ interests.
“Over several interviews with the CRA, Tower sought to understand our point of view in representing our repairer members. A key role the CRA serves on behalf of members is providing input into things that impact the industry, and while each party in business has its own vested interest, sustainable business comes from interacting and listening to all parties involved,” he said.
The Times and Rates Schedule will apply to all repairers working with Tower and forms part of the insurer’s broader claims transformation programme.
Steve Wilson, chief claims officer at Tower, said the initiative is expected to enhance claims transparency and operational efficiency.
“The ultimate goal of our claims transformation project is to improve our claims experience and increase transparency for our customers and partners while operating more efficiently and effectively. We’re pleased to continue delivering on this ambition with the launch of Tower’s first Times and Rates Schedule,” he said.
The initiative comes after Tower partnered with Sedgwick, a global loss adjusting firm, to expand its claims handling capacity during periods of high demand, such as after severe weather events.
