Canada Life appoints Ian Ranger

Ian joined Canada Life Group in December 2008 having previously worked Prudential, where he began his career working in the Annuities and Pension Mis-selling Review, and for Invesco Perpetual, where he managed multiple teams in the Operational Customer Service area.

At Canada Life Group Insurance, Ian started in Operations, overseeing teams including Medical Underwriting and the Contact Centre.

From 2012 his remit expanded, taking on responsibility for Canada Life’s dedicated approach to Continuous Process Improvement, with a focus upon Sales, Claims Management Services and Medical Underwriting.

In November 2013, Ian joined the Claims Management Services team to oversee service delivery and governance and controls, while still continuing his oversight of the process improvement initiative across Group Insurance.

Since joining CMS, Ian has successfully contributed to improving the customer experience, most notably taking the decision time on Cancer claims from 40 days to just 5.

As the new Head of CMS, Ian has stressed his commitment to maintaining a balance between regionally based and head office resource, allowing Canada Life Group Insurance to easily connect with customers and intermediaries across the country.

He will also continue to recognise the differing needs of claimants and employers, particularly in respect of the types of support needed for claims with a clear clinical diagnosis and those where the cause of absence is more subjective.

In 2015, there will be a particular focus on mental health absence and rehabilitation support.

Ian says “Mental health remains the prominent cause of absence and our aim in 2015 is to better understand our customers’ needs when dealing with it and to increase their use of our Early Intervention Service.

“We know our in-house team of regionally based registered nurses can greatly help customers manage these, often complex, mental health absences.

“For this reason we must focus our efforts in 2015 on continuing to deliver a clear and easy to understand proposition that ALL of our Customers can engage with, particularly for the management of this type of absence.”

Ian McMullan, Managing Director at Canada Life Group Insurance, comments: “I am delighted to welcome Ian into the role of Head of CMS at a time when Canada Life is growing in both influence and reach within the sector.

“He brings with him valuable expertise from his background in operations, claims management and process improvement – both from his time at Canada Life and prior to this.

“This appointment comes at a time when Canada Life has cemented its position as a market leader. I am confident that in his new role Ian will fully support the organisation while embracing the opportunities and challenges of the future.”