Southern Cross Travel Insurance (SCTI) has appointed Carole Tokody (pictured) as its next chief executive officer, with responsibility for the travel insurer’s operations in New Zealand and Australia. Tokody is scheduled to assume the role on Feb. 2, 2026, following a transition period from interim chief executive Anita Hawthorne, who has been leading the organisation during recent systems and product changes.
SCTI chair Cassandra Crowley said the appointment is part of the organisation’s current strategy for its New Zealand and Australian travel insurance portfolio. “We are looking forward to having Carole join us to lead our company on such an exciting trajectory. Over the last two years, SCTI has been through significant change to set us up for growth, with Australia in particular presenting opportunities for our determined, innovative, and customer-centred business,” Crowley said.
Crowley added: “Carole is an exceptional executive with second-to-none experience, insights, and deep connections, which we know will bear fruit rapidly and successfully as we face into current opportunities. We have made no secret of the fact that we are making in-roads into Australia from our home across the Tasman. Her deep strategic nous and experience is exactly what we need to seize an advantage over our competitors.”
Tokody is currently chief commercial officer at the Royal Flying Doctor Service (Queensland Section). Her career has included roles across multiple markets and insurance segments, including health, travel, and broader financial services. Her previous positions include director, strategic initiatives, and business development (consultant) at Manulife in Toronto; founder and owner of Crisis Cover Pty Ltd in Brisbane and London; and several leadership roles at Cover-More Group, including CEO –global direct & fintech, president – US, Canada, and global direct, and global director, global sales and distribution. She has also held sales, e-commerce, and distribution roles with Allianz Global Assistance in Australia and across Asia-Pacific.
Tokody said she expects to build on SCTI’s existing footprint on both sides of the Tasman once she steps into the role. “I am so excited to take on this role. There is remarkable energy and appetite for growth among the SCTI team, and that is hugely motivating and inspiring. I like nothing more than taking on a challenge. Having worked in this space in a trans-Tasman capacity previously, I absolutely understand the drive to take on the bigger players, and do it better, delivering care, innovation, and support to our valued customers and partners out of Australia and New Zealand,” she said.
Crowley also recognised Hawthorne’s contribution as interim CEO during the search process and the implementation of SCTI’s wider change programme. “Anita dove into the organisation from day one just as we were implementing substantial system, product, and partnership changes. Anita has been a huge support to the team and has helped ensure company-wide buy in of SCTI’s strategic direction and implementation. We are already seeing the fruits of change,” Crowley said.
The leadership announcement comes alongside adjustments to SCTI’s customer service operations. From Nov. 17, the travel insurer moved to longer opening hours for frontline customer support to reflect shifts in enquiry patterns and peak travel periods. SCTI now offers customer service seven days a week from 8:30am to 9pm for New Zealand-based customers, and from 8:30am to 7pm Australian Eastern Standard Time for customers in Australia, excluding public holidays.
To support the extended hours, SCTI has hired 11 additional customer service representatives and upgraded its backend systems to handle higher call and enquiry volumes. Similar measures have been adopted more widely in the travel insurance sector as customers seek assistance outside traditional business hours and through multiple channels.
