MLC Life Insurance has appointed Ian Fletcher as general manager of remediation programs. 

In an announcement released by the insurer, it noted Fletcher’s experience in delivering several large customer experience related programs over the last decade, including with AMP, Telstra and most recently the Commonwealth Bank’s $1 billion customer service remediation program. 

Fletcher will report to chief operating officer Jane Murray and work alongside general manager adviser and customer operations Craig Dainton. 

The three will oversee the business’s efforts in improving the systems, processes and technology to elevate experience for advisers, customers, superannuation funds, trustees and their members.He will also be responsible for delivering all streams of work relating to MLC Life Insurance’s $32 million Accelerate customer experience uplift program.