Rizon, a national building contractor specialising in insurance repairs, has named Natalie Major as its new general manager of strategy, bringing two decades of leadership experience from the Australian insurance industry.
Major’s background spans a wide range of roles, including claims operations, strategic planning, and digital transformation, with a focus on automation and the use of artificial intelligence to enhance customer service and operational efficiency.
In her previous role at one of Australia’s largest general insurers, Major (pictured) led claims operations and spearheaded initiatives that embraced digital tools like AI and automation. She also directed efforts to implement emerging technologies, such as in-home and vehicle sensors, designed to reduce claim incidents.
She has extensive experience in managing large-scale responses to natural disasters, having been involved in recovery efforts following events like Cyclone Larry in 2006, the Brisbane floods in 2010 and 2011, and Cyclone Debbie in 2017 and 2018.
Rizon said Major’s direct involvement in disaster recovery has shaped her focus on improving customer support and helping communities rebuild more quickly after major weather events.
Major has also worked with organisations such as the Queensland State Emergency Service (SES), Lifeline, and the Insurance Council of Australia (ICA) to improve claims processes and outcomes for policyholders.
In her new role at Rizon, Major will lead strategic initiatives aimed at transforming customer engagement and enhancing the company’s operational resilience.
Rizon’s leadership team expressed confidence that Major’s deep industry knowledge will be invaluable as the company navigates a challenging and evolving insurance market.
This leadership transition comes as Australia’s insurance sector is facing increasing pressure from rising claims related to extreme weather events.
According to the ICA's 2023-24 Insurance Catastrophe Resilience Report, released in August, insured losses from severe weather have tripled over the past three decades. It showed that such losses now make up 0.7% of Australia’s gross domestic product (GDP), up from 0.2% between 1995 and 2000.
In the last five years alone, insurers have paid out an average of $4.5 billion annually for claims related to extreme weather, more than double the $2.1 billion yearly average from previous decades. Flooding has been a significant factor driving this surge in costs.
