AIA’s Maddie Sherlock and Alex Kühnast recently sat down with GRTV to discuss the most recent news from AIA, and how it’s moving to meet the needs of advisers and their clients.
Chief customer officer Maddie Sherlock took over the role from Angela Busby in January, who has in turn moved to the role of chief distribution officer. Sherlock has since spent time on the road with AIA’s claims and business development teams, which she says has been invaluable for gaining insights.

“I’ve been really interested in collecting information and understanding how me and my role can support our customers and advisers,” Sherlock says.

“The feedback from both advisers and customers is consistent. One thing that’s really important to them from a customer operations perspective is turnaround time.”