{"podcast":{"title":"That Super Show","slug":"that-super-show-7318065","podcast_index_feed_id":7318065,"rss_url":"https://feeds.captivate.fm/thatsupershow/","website_url":"https://thatsuper.show","image_url":"https://artwork.captivate.fm/bb6208e2-953a-40f8-8342-42d1c9debbd3/eVh-dKGhdQ9iy1CkQRpYgni9.jpg","author":"Neil Benson & Sarah Penn","episode_count":31,"summary":"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.","last_synced_at":"2026-07-30T12:21:57.908940+00:00","page_url":"https://stenobird.com/podcast/that-super-show-7318065"},"episode":{"title":"Transforming Death Claims Handling: How CBUS Super Tackled Super’s Most Challenging Process","slug":"transforming-death-claims-handling-how-cbus-super-tackled-super-s-most-challenging-process","published_at":"2026-06-29T23:00:00+00:00","page_url":"https://stenobird.com/podcast/that-super-show-7318065/transforming-death-claims-handling-how-cbus-super-tackled-super-s-most-challenging-process","show_page_url":"https://stenobird.com/podcast/that-super-show-7318065","url":"https://thatsuper.show/30","audio_url":"https://episodes.captivate.fm/episode/560b5679-8faf-4271-8b4a-0c3d28e2b244.mp3","summary":"#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central argument: Australian super funds create unnecessary complexity and distress for grieving families by relying on outdated, paperwork-heavy systems, and CBUS has proven it’s possible (and necessary) to remove those frictions even within tight regulatory constraints.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 listen Claims and operations leaders in Australian super funds struggling with legacy processes and regulatory pressure Product or legal professionals considering trust deed reform or digital transformation of member nominations Trustees and fund executives wary of adopting bold procedural changes post-regulatory action Guest: Kerry Vogel Connect with Kerry Vogel on LinkedIn Follow CBUS Super on LinkedIn Visit CBUS Super website Highlights Kerry Vogel emphasizes that death claims are both a crucial responsibility and a complex challenge for superannuation funds, hig…","meta_description":"#30. Cohosts Neil Benson and Sarah Penn chat with Kerry Vogel, Head of Insurance Claims, Performance and Delivery at CBUS Super. Today's conversation focu…","key_points":[],"chapters":[],"topics":[],"duration_seconds":2584,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/that-super-show-7318065/episodes/transforming-death-claims-handling-how-cbus-super-tackled-super-s-most-challenging-process/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/that-super-show-7318065/transforming-death-claims-handling-how-cbus-super-tackled-super-s-most-challenging-process.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}