Australia’s insurance and legal sectors have seen a series of leadership changes, with new appointments and departures at Insurance Australia Group (IAG), Medibank, and Sparke Helmore.
IAG has appointed Emily Roberts (pictured) as its chief customer and marketing officer, effective Nov. 24. Roberts joins IAG after more than 20 years in senior roles focusing on customer engagement and marketing, most recently as vice president and general manager of consumer and commercial services for Australia and New Zealand at American Express.
In her new position, Roberts will be responsible for IAG’s customer experience and marketing operations, including oversight of the company’s brand portfolio. Julie Batch, CEO of IAG Retail Insurance Australia, commented: “Emily has a proven ability to unify complex business lines, drive transformation, and deliver sustained customer growth, balancing commercial outcomes with customer-centricity.”
Read next: IAG marks 100 years of NRMA Insurance
Roberts’s appointment coincides with NRMA Insurance marking 100 years in operation. She will lead efforts related to customer experience and marketing as part of the company’s current strategic direction.
In 2024, NRMA Insurance launched a new brand strategy, adopting the tagline “A Help Company.” The initiative, developed with Accenture Song, included changes to the company’s visual identity, which were introduced across customer channels through a multi-platform marketing campaign. The company indicated that the rebranding is intended to emphasise its focus on customer service.
Commenting on her appointment, Roberts said: “IAG has an enviable portfolio of trusted brands that have helped Australians protect what matters and supported them in times of need. I’m excited to join this talented team to lead our customer and marketing strategy. Together, we have an incredible opportunity to drive growth and deliver value for our customers, our people and communities across the country.”
Medibank has announced the upcoming retirement of non-executive director Jay Weatherill AO, effective Dec. 31. Weatherill’s departure follows his appointment as Australia’s High Commissioner to the UK. Since joining the board in March 2024, Weatherill has served on both the Audit Committee and the Risk Management Committee.
Medibank chair Mike Wilkins expressed appreciation for Weatherill’s contributions. “On behalf of the Medibank board, we extend our warm congratulations to Jay on his new appointment. We thank Jay for his valued contribution to the Medibank board. His deep expertise in public policy and reform has brought meaningful insight and impact to our work. We wish him every success in this important role representing Australia on the global stage,” Wilkins said.
The Medibank board will continue to be led by Wilkins, with other directors including David Koczkar (CEO), Dr Tracey Batten, Gerard Dalbosco, Peter Everingham, David Fagan, Kathryn Fagg AC, and Linda Nicholls AO.
Sparke Helmore has expanded its specialty lines insurance team with the addition of Mark Gray-Spencer as partner, effective Nov. 3. Gray-Spencer previously led GSG Legal, an aviation and aerospace law firm, and brings experience advising on matters such as hull and passenger liability, regulatory issues, and policy coverage. His clients have included insurers, reinsurers, carriers, and aviation operators.
Gray-Spencer joins Sparke Helmore with four lawyers and two support staff. Malcolm Cameron, national practice group leader for specialty lines insurance, commented: “We are very pleased to welcome Mark and his team to Sparke Helmore. Mark is a highly respected practitioner with deep expertise in aviation and aerospace law. His arrival increases our ability to support clients in this field with an expanded range of services across Australia and the Asia-Pacific. We’re pleased that Mark’s talented team has also decided to join us.”
Gray-Spencer commented: “My team and I are delighted to join Sparke Helmore, providing specialist depth to the firm’s highly regarded specialty lines insurance team. I also look forward to collaborating with other areas at Sparke Helmore to better serve our aviation and aerospace client base.”
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This move follows the recent appointment of Patrick Tuohey as partner in the same team. Tuohey, who specialises in professional indemnity insurance law, joined from Colin Biggers & Paisley and is based in Melbourne, accompanied by special counsel Hilary Stokes.
