Medical Assurance Society (MAS) has named Melissa Macfarlane (pictured) to its board of directors, with her appointment taking effect on February 1, 2025.
Macfarlane brings extensive experience in financial services, particularly in strategy, risk management, technology and business transformation.
Macfarlane’s previous roles include key leadership positions at Westpac Bank, where she served as chief digital officer, head of corporate strategy, and chief operating officer for wealth and insurance. In these roles, she oversaw the bank’s general and life insurance operations, launched a travel insurance partnership, and reviewed strategic options for the life insurance sector. Additionally, she led the institutional banking insurance division, which provided full banking services to the industry.
She currently serves as the New Zealand country head for Constantinople, a software and operations platform designed to support banking institutions.
MAS board chair Brett Sutton stated that Macfarlane’s appointment strengthens the organisation’s governance, particularly as regulatory oversight from the Financial Markets Authority and the Reserve Bank of New Zealand continues to develop.
“In recent years, MAS’s regulators at the Financial Markets Authority and Reserve Bank of New Zealand have set robust expectations for the governance of financial services boards, so it is critical for the MAS board to ensure we has the right balance of skills and experience to appropriately discharge our duties,” he said.
Macfarlane said she is looking forward to contributing to MAS, particularly in areas related to digital services and technology.
“As the financial landscape evolves, there are a whole host of opportunities to enhance our digital services and technology foundations while maintaining the personal touch that makes MAS special. I look forward to working with the team on the exciting journey ahead,” she said.
Her appointment will be subject to a member vote at MAS’s annual general meeting in August 2025.
MAS has also introduced an in-house team of motor assessors to improve claims processing times and service efficiency. The decision reflects the organisation’s broader focus on digital transformation, a key area where Macfarlane has extensive experience.
The decision follows feedback from members about delays in the handling of total loss claims, which were previously outsourced to third-party assessors. This process sometimes resulted in wait times ranging from eight to 34 days. The internal team is expected to significantly reduce these delays by providing greater oversight and direct management of claims.
