Tower has appointed Dan Walker as Chief Claims Officer, effective immediately, Chief Executive Paul Johnston announced today.
As Chief Claims Officer, Walker will lead the company’s claims function, focusing on delivering the right outcomes for customers while driving digital transformation and continuing to lift service, efficiency and performance.
Dan joined Tower as Head of Claims Experience and Transformation in December, and in that time has reshaped the function’s operating model and delivered significant improvements in customer service, says Paul Johnston.
This is the second internal promotion to the Tower executive team in recent months, following Mike Skeen’s appointment to Chief Operating Officer in May. “This reflects not only the calibre of talent the company is attracting, but also Tower’s goal of developing people internally.”
Paul Johnston says Dan brings deep insurance experience to Tower, including most recently at Partners Life, where he spent 14 years working his way up to Chief Operations Officer.
Dan Walker says he’s joining the Tower executive at a pivotal moment in the company’s trajectory and is excited about what’s ahead. “As we continue to grow our customer base, we’re focused on delivering the best possible experience.
“Through digital innovation, AI and a customer-first culture we’re simplifying our claims processes, improving consistency and removing inefficiencies. For example, we’ve recently completed automatic claims processing for motor claims, making the journey much faster and more transparent for customers, and we’ll be rolling out more initiatives like this soon.”
Johnston also acknowledged former Chief Claims Officer Steve Wilson, who stepped down earlier this year to return to Australia. “Steve oversaw significant digital investment resulting in improvements to the customer journey and leaves a strong foundation for the next step in our claims transformation.”
Dan Walker says he is personally motivated by helping customers, and the value insurance provides them. “Insurance is complex, technical, and fascinating, and I love it. Every day there is something new to solve.”
ENDS