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That Super Show

That Super Show

De : Neil Benson & Sarah Penn
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That Super Show brings you the latest news, insights and industry interviews to help Australian superannuation professionals improve retirement outcomes for Australians. Hosted by Sarah Penn, CEO of Mayflower Consulting, and Neil Benson, CEO of Superware.Copyright 2026 Neil Benson & Sarah Penn Economie Finances privées Management Management et direction Politique et gouvernement
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  • Transforming Death Claims Handling: How CBUS Super Tackled Super’s Most Challenging Process

    Transforming Death Claims Handling: How CBUS Super Tackled Super’s Most Challenging Process
    Jun 29 2026
    #30. Cohosts Neil Benson and Sarah Penn chat with Kerry Vogel, Head of Insurance Claims, Performance and Delivery at CBUS Super. Today's conversation focuses on how CBUS Super responded to major failings in handling death claims by moving beyond surface fixes and fundamentally redesigning the process.The central argument: Australian super funds create unnecessary complexity and distress for grieving families by relying on outdated, paperwork-heavy systems, and CBUS has proven it’s possible (and necessary) to remove those frictions even within tight regulatory constraints.A key theme that emerged was how stripping away non-binding and lapsing nomination options, and instead prioritizing a single, digital-first, non-lapsing binding nomination, can mean faster, simpler outcomes, anchored in clear trust deed rules and tailored to real member behaviours. The discussion explored why simply throwing more staff at claim backlogs doesn’t work and how only deep, systemic change can build genuine trust with members. Several points were raised, including the regulatory grey areas around nominations, the human cost of delays, and the need to make processes as straightforward, and as empathetic, as possible.Who should listenClaims and operations leaders in Australian super funds struggling with legacy processes and regulatory pressureProduct or legal professionals considering trust deed reform or digital transformation of member nominationsTrustees and fund executives wary of adopting bold procedural changes post-regulatory actionGuest: Kerry VogelConnect with Kerry Vogel on LinkedInFollow CBUS Super on LinkedInVisit CBUS Super websiteHighlightsKerry Vogel emphasizes that death claims are both a crucial responsibility and a complex challenge for superannuation funds, highlighting the emotional weight behind these processes.The podcast reveals how Kerry led efforts at CBUS Super to overhaul the death claims process, aiming to simplify and enhance member understanding of their benefits.A significant point discussed was the need for clarity in binding nominations, as many members mistakenly believe their nominations are more definitive than they are, illustrating a gap in financial literacy.Kerry's approach includes not just streamlining procedures but also ensuring that the claims team maintains empathy, recognizing the human stories behind each claim.The conversation touched on the importance of regulatory compliance while seeking innovative solutions to make the claims process more efficient and user-friendly.Kerry stresses the continuous nature of improvement, suggesting that the claims process will always evolve, reflecting the need to stay responsive to member needs and industry changes.Chapters00:00 Examining superannuation challenges04:23 Challenges in Death Claim Processing10:56 Ensuring valid member nominations15:01 Dealing with death claim objections18:54 Discussing estate distribution process21:00 Addressing nominations and trustee discretion24:17 Ensuring policy transparency28:26 Issues with binding nominations31:40 Implementing a new claims process35:52 Simplifying call center processes38:09 Analyzing and improving death claims40:01 Discussing problem-solving approachesThat Super ShowThat Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.Visit That Super Show website and become a newsletter subscriberEmail hello@thatsuper.show if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTubeYour CohostsSarah PennSarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting websiteNeil BensonNeil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX websiteMentioned in this episode:Chandler CX Digital Forms You know that eight-page PDF form that scares off half your members before they finish page two? We turn it into a smart, mobile-first digital form. Prefilled, validated in real time, signed on the spot and straight through processed into your registry. https://www.chandler.com.au/cx-receive/receiveChandlerCX
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    43 min
  • From Barbell to Ecosystem: Rethinking Member Engagement and Advice in Super with Duncan McPherson

    From Barbell to Ecosystem: Rethinking Member Engagement and Advice in Super with Duncan McPherson
    Jun 15 2026

    #29. Guest Duncan McPherson, founder of Borromean Consulting and former Link Advice CEO, joins Sarah and Neil to dig into the evolving intersection of advice and superannuation delivery.

    The discussion challenges the old idea that there’s a single operating model for advice within funds, arguing instead that the critical issue is how and where each fund draws the line between in-house and external capabilities—a threshold that's now shifting under regulatory, commercial, and technological pressures.

    The conversation highlights a growing urgency for funds to modernise advice: digital advice is no longer a "bolt-on" but must be woven into the core service ecosystem. Members’ expectations are shaped by the rapid adoption of AI and digital experiences in other sectors—even as Australian consumers remain cautious and want to see human support layered into these new models. The industry’s own conservatism—with compliance teams sometimes slow to adapt after the Royal Commission—is now a real competitive risk, as members increasingly seek quick, personalised answers from tech-driven sources outside the traditional super system.

    Funds also face a tough commercial reality: new member acquisition is costly and pointless if those members leave quickly. Retention hinges on a consistent, personalised member experience, and advice—particularly digital advice—plays a central role in building ongoing engagement throughout a member’s lifetime, not just at joining or retirement.

    For those juggling advisor relationships, Duncan notes the tension: advisors can become a channel for assets to leave, especially if funds are seen as hard partners. Making advisor access easy and valued—through dedicated portals, integrated data, and clear strategy—is the only way for funds to remain in the game.

    Chapters

    00:18 - Exploring Financial Guidance Options for Superannuation Funds

    09:48 - The Future of Advice in Superannuation

    17:56 - Consumer Trust and Digital Engagement in Finance

    20:10 - The Evolution of Digital Advice in Superannuation

    35:20 - Navigating Relationships Between Advisors and Super Funds

    41:30 - The Future of Financial Advice

    Guest: Duncan McPherson
    • Connect with Duncan McPherson on LinkedIn
    • Visit Borromean Consulting website

    Mentioned in this episode:

    Chandler CX Digital Forms

     You know that eight-page PDF form that scares off half your members before they finish page two? We turn it into a smart, mobile-first digital form. Prefilled, validated in real time, signed on the spot and straight through processed into your registry. https://www.chandler.com.au/cx-receive/receive

    ChandlerCX
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    46 min
  • Supercharged Conversations: Unpacking the Future Fund Admin Forum 2026

    Supercharged Conversations: Unpacking the Future Fund Admin Forum 2026
    Jun 3 2026
    #28. Join Sarah and Neil as they recap from day two at the Future Fund Admin 2026 forum in Sydney.This episode argues that super funds can’t achieve real member experience improvements by relying only on surface-level changes—like updated communication—without fixing the underlying systems and rules that shape every customer interaction. Through firsthand stories and honest discussion, the hosts show why complexity and legacy processes frustrate members and staff alike, and why personalisation efforts often walk a fine line between helpful and intrusive. The episode pushes leaders to rethink what “good” looks like and to get comfortable questioning long-held ways of doing things.Who should listenMember operations and service leaders wrestling with complaints about process complexityFund digital and product teams struggling to make personalisation feel supportive, not creepyCommunications managers tasked with responding to unhappy members when the root cause is out of their hands“If the underlying machinery isn’t any good… then somehow expecting that communications will somehow magically fix it is… magical thinking.” — SarahHighlightsThe podcast dives deep into the evolving superannuation landscape, highlighting the pivotal role of member experience over technical jargon, which makes for a refreshing change.Listeners are reminded that even industry experts can struggle with superannuation processes, emphasizing the need for clearer communication across the board.Mary Payne's heartfelt story about her father's experience with super funds underscored the emotional weight behind the industry's technicalities, making it relatable.The conversation touches on the idea that improving member experience isn't just about technology, but fundamentally about understanding and addressing real human needs and emotions.Changing the trust deed was a surprising move discussed at the conference, showcasing that bold steps are being taken to enhance service delivery in superannuation.The episode wraps up with a light-hearted yet serious examination of the balance between data surveillance and genuine member engagement, leaving listeners with much to ponder.That Super ShowThat Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.Visit That Super Show website and become a newsletter subscriberEmail hello@thatsuper.show if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTubeYour CohostsSarah PennSarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting websiteNeil BensonNeil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX websiteMentioned in this episode:ChandlerCX Internactive StatementsIt’s annual statement time for superannuation funds and ChandlerCX is busy developing interactive statements that are engaging personalised microsites for members. Think of it like Spotify Wrapped for superannuation. Visit https://www.chandler.com.au/add-ons/interactive-statements.ChandlerCXChandlerCX Internactive StatementsIt’s annual statement time for superannuation funds and ChandlerCX is busy developing interactive statements that are engaging personalised microsites for members. Think of it like Spotify Wrapped for superannuation. Visit https://www.chandler.com.au/add-ons/interactive-statements.ChandlerCX
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    24 min
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