Get to know Sue Vincent

1. What’s your role at Chubb Life and what does a typical workday look like for you?

As one of three Underwriting Managers at Chubb Life I have a highly skilled team of nine who look after the full end-to-end underwriting experience. 

A unique part of my role is having oversight over the applications that come through our direct channels. As the underwriting process can be complex and customers don’t have the same understanding as Advisers, it requires a unique skillset and communication style to ensure customers understand what we’re asking of them and why. 

2. What’s your background and how did you get to where you are now?

Growing up I always had an interest in health and medical, so when I left school and was trying to figure out what to do, a role in Underwriting caught my interest and I’ve never looked back.  

I’ve been in Underwriting for over 35 years now. I began my career with National Mutual as a trainee underwriter, then spent 15 years as Underwriting Manager with AXA, Asteron and AMP before joining OnePath (which would eventually become Chubb Life) almost 10 years ago.

3. What’s your favourite thing about working with Advisers?

The ongoing communication and relationships you develop. Establishing the relationships and growing your understanding of each individual and their business makes it so much easier to have the more detailed conversations when assessing different cases. 

4. Why is advice so important?  

Because I work in both in the direct and advice space, I notice the challenges customers face when navigating the process of taking out cover on their own. Having an Adviser makes the process so much easier as they have someone who’s an expert in identifying their unique needs, navigating the process of taking out cover and of course supporting them at claim time too.   

5. Do you have any tips for Advisers to make it easier to get their pipeline business assessed? 

Be as organised as possible and where possible submit all information at the point of application. This makes it a much smoother process for our team to make an assessment as it avoids time-consuming back and forth. 

6. Do you have a particularly memorable case that you’ve assessed during your career? 

About 20 years ago I had a case where a customer informed us about a heart murmur in his application. When I requested his medical information, his doctor told us it was nothing to worry about however I deferred him and asked for a cardiologist report. At the time he and his Adviser weren’t happy about this decision, however a month later he rang to say thank you and told us he was now awaiting surgery for a heart valve disorder that wouldn’t have otherwise been picked up on if we hadn’t pressed for more information. He was also changing his doctor.  I think the story is a great reminder that there’s value in this process, we’re not just doing it for the sake of it. 

7. What do you enjoy doing in your spare time?

I like to keep active and enjoy going to the gym. I do CrossFit twice a week as well as yoga, I also walk my four-year-old Border Collie Kai every day who’s the love of my life (apart from my kids). 

My four kids are all grown up now. I have two girls and two boys, my youngest are twins who are now 25 years old.  

8. What are you watching on TV right now? 

I enjoy anything “home reality” like The Block, Grand Designs and Location, Location, Location. I also love a medical reality show like 24 Hours in A&E. 

9. Do you have any surprising or unusual skills?

When I was at school a teacher started up Irish dancing classes. After encouragement from my mum, I ended up doing it for 15 years and even taught lessons as a teenager.