MLC Life Insurance drives innovation agenda with strengthened Retail Advised team | MLC Life Insurance
Media release

21 January 2017

MLC Life Insurance drives innovation agenda with strengthened Retail Advised team

MLC Life Insurance has strengthened its Retail Advised team with a number of key appointments as part of the recent strategic partnership between National Australia Bank (NAB) and Nippon Life Insurance Company.

Led by Melissa Heyhoe, Chief Customer Officer of Retail Advised Insurance at MLC Life Insurance, the leadership team includes a high calibre of experienced pricing, underwriting, distribution and customer-service professionals, to complement the existing deep expertise within the business.

Ms Heyhoe believes the new appointments will strengthen MLC Life Insurance’s innovation agenda, as it focuses on the development of new longevity solutions and driving a new direction in underwriting.

“I’m thrilled to be leading a team of highly skilled industry professionals with vast experience and expertise. Together with the global backing of Nippon Life, our strong and capable team puts us in a powerful position to continue to transform our business and improve our protection solutions for customers at any stage of life,” Ms Heyhoe said.

The new leadership team includes:

  • Russell Hannah, who rejoined MLC in May 2016 to take-up the newly created role of General Manager, Retail Advised Insurance Sales. Russell will be responsible for overseeing distribution and sales, key account management, specialist insurance functions as well as sales analytics and insights;
  • Adrienne Cochrane, Head of Customer Solutions, Longevity & Insurance, who recently joined from AMP and is responsible for the development and management of MLC Life Insurance’s existing retail advised insurance solutions, as well as the development of new longevity solutions for customers;
  • Charlotte Sheehan, Head of Customer Experience & Retention, has spent over 25 years in banking and insurance, and will specialise in enhancing the customer experience across MLC Life Insurance;
  • Christopher Ong, who was appointed into the role of Head of Pricing & Profitability in March 2016, and holds almost a decade of pricing experience in the life insurance Industry sector;
  • Simon Dent, Head of Underwriting & New Business, who brings over 25 years sales support and underwriting experience to his role.

Ms Heyhoe added:

“The recent acquisition of an 80% shareholding in the MLC Life Insurance business by Nippon Life Insurance Company presents us with an immense opportunity to develop and grow our capabilities and expertise. Indeed, we expect to build on the solid foundations and momentum we’ve created over the last 12 months to 1 October 2016, where retailed advised sales grew by 55% compared to the same period in the previous year.

“We are also committed to providing advisers and customers with new solutions by developing our longevity product offer, as research shows that over 46% of accumulators and pre-retirees in Australia are expected to outlive their retirement savings.

“In addition, we’ll be innovating in underwriting which, across the industry, has been focused on identifying customers’ faults and what’s wrong with them. We want to do things differently. By using technology and data to ask our customers only the right questions, we ensure our customers also tell us all the positive aspects of their health as well. Our MLC On Track program is a great example of how we’re using technology and data to reward customers’ healthy lifestyles with savings off their life insurance premiums.”

About MLC Life Insurance

MLC Life Insurance is a specialised life insurance business. It represents a landmark strategic partnership between National Australia Bank (NAB) and Nippon Life Insurance under which NAB retain 20% shareholding and Nippon Life hold a majority 80% of the shares in MLC Limited, the entity which operates the MLC Life Insurance business. The Australian-led and managed business aims to leverage Nippon Life’s global presence, built over 127 years, alongside MLC Life Insurance’s significant experience in understanding and meeting the insurance needs of everyday Australians since 1886.

For more information on MLC Life Insurance, visit