Episodes

  • Transforming Death Claims Handling: How CBUS Super Tackled Super’s Most Challenging Process

    Transforming Death Claims Handling: How CBUS Super Tackled Super’s Most Challenging Process

    · That Super Show

    #30. Cohosts Neil Benson and Sarah Penn chat with Kerry Vogel, Head of Insurance Claims, Performance and Delivery at CBUS Super.

    Today's conversation focuses on how CBUS Super responded to major failings in handling death claims by moving beyond surface fixes and fundamentally redesigning the process.

    The central argument: Australian super funds create unnecessary complexity and distress for grieving families by relying on outdated, paperwork-heavy systems, and CBUS has proven it’s possible (and necessary) to remove those frictions even within tight regulatory constraints.

    A key theme that emerged was how stripping away non-binding and lapsing nomination options, and instead prioritizing a single, digital-first, non-lapsing binding nomination, can mean faster, simpler outcomes, anchored in clear trust deed rules and tailored to real member behaviours. The discussion explored why simply throwing more staff at claim backlogs doesn’t work and how only deep, systemic change can build genuine trust with members. Several points were raised, including the regulatory grey areas around nominations, the human cost of delays, and the need to make processes as straightforward, and as empathetic, as possible.

    Who should listen

    Claims and operations leaders in Australian super funds struggling with legacy processes and regulatory pressureProduct or legal professionals considering trust deed reform or digital transformation of member nominationsTrustees and fund executives wary of adopting bold procedural changes post-regulatory action
    Guest: Kerry VogelConnect with Kerry Vogel on LinkedInFollow CBUS Super on LinkedInVisit CBUS Super website
    HighlightsKerry Vogel emphasizes that death claims are both a crucial responsibility and a complex challenge for superannuation funds, highlighting the emotional weight behind these processes.The podcast reveals how Kerry led efforts at CBUS Super to overhaul the death claims process, aiming to simplify and enhance member understanding of their benefits.A significant point discussed was the need for clarity in binding nominations, as many members mistakenly believe their nominations are more definitive than they are, illustrating a gap in financial literacy.Kerry's approach includes not just streamlining procedures but also ensuring that the claims team maintains empathy, recognizing the human stories behind each claim.The conversation touched on the importance of regulatory compliance while seeking innovative solutions to make the claims process more efficient and user-friendly.Kerry stresses the continuous nature of improvement, suggesting that the claims process will always evolve, reflecting the need to stay responsive to member needs and industry changes.
    Chapters

    00:00 Examining superannuation challenges

    04:23 Challenges in Death Claim Processing

    10:56 Ensuring valid member nominations

    15:01 Dealing with death claim objections

    18:54 Discussing estate distribution process

    21:00 Addressing nominations and trustee discretion

    24:17 Ensuring policy transparency

    28:26 Issues with binding nominations

    31:40 Implementing a new claims process

    35:52 Simplifying call center processes

    38:09 Analyzing and improving death claims

    40:01 Discussing problem-solving approaches

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Chandler CX Digital Forms

     You know that eight-page PDF form that scares off half your members before they finish page two? We turn it into a smart, mobile-first digital form. Prefilled, validated in real time, signed on the spot and straight through processed into your registry. https://www.chandler.com.au/cx-receive/receive

    ChandlerCX

  • From Barbell to Ecosystem: Rethinking Member Engagement and Advice in Super with Duncan McPherson

    From Barbell to Ecosystem: Rethinking Member Engagement and Advice in Super with Duncan McPherson

    · That Super Show

    #29. Guest Duncan McPherson, founder of Borromean Consulting and former Link Advice CEO, joins Sarah and Neil to dig into the evolving intersection of advice and superannuation delivery.

    The discussion challenges the old idea that there’s a single operating model for advice within funds, arguing instead that the critical issue is how and where each fund draws the line between in-house and external capabilities—a threshold that's now shifting under regulatory, commercial, and technological pressures.

    The conversation highlights a growing urgency for funds to modernise advice: digital advice is no longer a "bolt-on" but must be woven into the core service ecosystem. Members’ expectations are shaped by the rapid adoption of AI and digital experiences in other sectors—even as Australian consumers remain cautious and want to see human support layered into these new models. The industry’s own conservatism—with compliance teams sometimes slow to adapt after the Royal Commission—is now a real competitive risk, as members increasingly seek quick, personalised answers from tech-driven sources outside the traditional super system.

    Funds also face a tough commercial reality: new member acquisition is costly and pointless if those members leave quickly. Retention hinges on a consistent, personalised member experience, and advice—particularly digital advice—plays a central role in building ongoing engagement throughout a member’s lifetime, not just at joining or retirement.

    For those juggling advisor relationships, Duncan notes the tension: advisors can become a channel for assets to leave, especially if funds are seen as hard partners. Making advisor access easy and valued—through dedicated portals, integrated data, and clear strategy—is the only way for funds to remain in the game.

    Chapters

    00:18 - Exploring Financial Guidance Options for Superannuation Funds

    09:48 - The Future of Advice in Superannuation

    17:56 - Consumer Trust and Digital Engagement in Finance

    20:10 - The Evolution of Digital Advice in Superannuation

    35:20 - Navigating Relationships Between Advisors and Super Funds

    41:30 - The Future of Financial Advice

    Guest: Duncan McPhersonConnect with Duncan McPherson on LinkedInVisit Borromean Consulting website

    Mentioned in this episode:

    Chandler CX Digital Forms

     You know that eight-page PDF form that scares off half your members before they finish page two? We turn it into a smart, mobile-first digital form. Prefilled, validated in real time, signed on the spot and straight through processed into your registry. https://www.chandler.com.au/cx-receive/receive

    ChandlerCX

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  • Supercharged Conversations: Unpacking the Future Fund Admin Forum 2026

    Supercharged Conversations: Unpacking the Future Fund Admin Forum 2026

    · That Super Show

    #28. Join Sarah and Neil as they recap from day two at the Future Fund Admin 2026 forum in Sydney.

    This episode argues that super funds can’t achieve real member experience improvements by relying only on surface-level changes—like updated communication—without fixing the underlying systems and rules that shape every customer interaction. Through firsthand stories and honest discussion, the hosts show why complexity and legacy processes frustrate members and staff alike, and why personalisation efforts often walk a fine line between helpful and intrusive. The episode pushes leaders to rethink what “good” looks like and to get comfortable questioning long-held ways of doing things.

    Who should listen

    Member operations and service leaders wrestling with complaints about process complexityFund digital and product teams struggling to make personalisation feel supportive, not creepyCommunications managers tasked with responding to unhappy members when the root cause is out of their hands
    “If the underlying machinery isn’t any good
 then somehow expecting that communications will somehow magically fix it is
 magical thinking.” — SarahHighlightsThe podcast dives deep into the evolving superannuation landscape, highlighting the pivotal role of member experience over technical jargon, which makes for a refreshing change.Listeners are reminded that even industry experts can struggle with superannuation processes, emphasizing the need for clearer communication across the board.Mary Payne's heartfelt story about her father's experience with super funds underscored the emotional weight behind the industry's technicalities, making it relatable.The conversation touches on the idea that improving member experience isn't just about technology, but fundamentally about understanding and addressing real human needs and emotions.Changing the trust deed was a surprising move discussed at the conference, showcasing that bold steps are being taken to enhance service delivery in superannuation.The episode wraps up with a light-hearted yet serious examination of the balance between data surveillance and genuine member engagement, leaving listeners with much to ponder.

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    ChandlerCX Internactive Statements

    It’s annual statement time for superannuation funds and ChandlerCX is busy developing interactive statements that are engaging personalised microsites for members. Think of it like Spotify Wrapped for superannuation. Visit https://www.chandler.com.au/add-ons/interactive-statements.

    ChandlerCX

    ChandlerCX Internactive Statements

    It’s annual statement time for superannuation funds and ChandlerCX is busy developing interactive statements that are engaging personalised microsites for members. Think of it like Spotify Wrapped for superannuation. Visit https://www.chandler.com.au/add-ons/interactive-statements.

    ChandlerCX

  • Day One Highlights from the IBRC Future Fund Admin Conference

    Day One Highlights from the IBRC Future Fund Admin Conference

    · That Super Show

    #27. Join Sarah and Neil as they recap from day one at the Future Fund Admin 2026 forum in Sydney.

    This episode grapples with whether Australia’s superannuation industry will really consolidate to just a handful of mega funds—and what that could mean for members, small funds, and fund administrators caught between regulatory expectations and practical realities. Sarah and Neil unpack how the growing focus on members’ real experiences is colliding with operational constraints, regulatory change, and technology.

    Who should listen:

    Fund administrators weighing the costs and risks of consolidation, especially anyone managing a small or niche fund.Trustees or CEOs facing pressure over future business models and trustee structures.Operations and communications managers responsible for major regulatory rollouts (like Payday Super), wondering how to actually reach small employers.
    “If you're a very big fund, there is nothing in your members’ best interest to take on the small ones.” — Sarah

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    ChandlerCX Internactive Statements

    It’s annual statement time for superannuation funds and ChandlerCX is busy developing interactive statements that are engaging personalised microsites for members. Think of it like Spotify Wrapped for superannuation. Visit https://www.chandler.com.au/add-ons/interactive-statements.

    ChandlerCX

  • Industry-Platform Partnerships, AI in Member Comms, APRA Cautions, and Telstra Super’s Big Merger

    Industry-Platform Partnerships, AI in Member Comms, APRA Cautions, and Telstra Super’s Big Merger

    · That Super Show

    #26. Co-hosts Neil Benson and Sarah Penn break down the latest superannuation shake-ups and tech trends.

    HighlightsIndustry super funds are now experiencing net outflows to retail funds, with $4.3 billion switching over two years. Sarah Penn questions whether proposed partnerships between industry funds and retail platforms actually benefit members, suggesting they may simply repackage underused direct investment models. Australians are warming up again to financial advice, with both hosts championing the difference quality advice makes.ART is using AI to improve the readability of member communications and transcribe adviser meetings, sparking a debate on literacy levels and member engagement. Meanwhile, Westpac’s massive Microsoft Copilot rollout and TAL’s chatbot and voice analytics innovations show how AI is moving deeper into finance, although Neil Benson wonders if adoption is as widespread as press releases imply. Regulators aren’t entirely convinced either, with APRA calling for stricter governance and risk controls around new AI solutions.A new proposal to automatically convert all super accounts to pension phase by age 75 aims to ensure retirement savings are actually spent in retirement—a move the hosts broadly support. As Telstra Super merges into Aware Super, further cementing industry consolidation, the fate of smaller funds comes into question. With APRA doubling down on trustee accountability and operational oversight, the message is clear: no matter your size, there’s no passing the buck when it comes to member interests.

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Chandler CX Digital Forms

     You know that eight-page PDF form that scares off half your members before they finish page two? We turn it into a smart, mobile-first digital form. Prefilled, validated in real time, signed on the spot and straight through processed into your registry. https://www.chandler.com.au/cx-receive/receive

    ChandlerCX

  • Superannuation Reforms: Switching Delays, Lead Generation, and Compensation Challenges

    Superannuation Reforms: Switching Delays, Lead Generation, and Compensation Challenges

    · That Super Show

    #25. Should retirees be forced to take a pension? Why are Treasury’s latest consultation papers sending shockwaves through the super industry? We break it down for you in this episode.

    Highlights1. Enhancing Member Protections in the Super SystemThe definition of a platform trustee — and why it matters (02:08)Increased penalties for misconduct: who really ends up paying? (05:05)Proposed waiting periods for super fund switching: policy fail or protection? (06:19)How compensation proposals could change platform oversight (11:00)
    2. Curbing Lead Generation ActivityShould lead generators be licensed like financial advisors? (18:19)Practical limits on financial product advertising and social media marketing (20:20)The ongoing crackdown on “finfluencers” and general advice (23:45)
    3. Compensation Scheme of Last Resort (CSLR)Why SMSFs are making most of the claims, and why Neil believes they should pay a levy (25:25)Is the CSLR a fair system, or just a cost passed to trustworthy advisors? (26:02)Should government step in as the safety net instead? (30:19)
    🔑 Key TakeawaysWaiting periods for super switching: Sarah argues these do little to protect consumers and mostly benefit big funds (07:34).Platform responsibility: Neil and Sarah both support stricter platform oversight, especially when large sums move into single risky investment options (13:14).Lead generation reform: Marketing firms involved in product distribution should fall under AFSL licensing, making enforcement easier and consumer harm less likely (19:17).CSLR funding: Most compensation claims come from SMSFs; making them contribute seems logical, but the hosts suggest a government backstop would be even better (29:16).
    👉 Have Your Say

    Working in super? Treasury is seeking feedback on these proposals. Got strong views? Sarah and Neil want to hear from you. Drop them a line or reply to this email if you’d like to come on the show.

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Chandler CX Digital Forms

     You know that eight-page PDF form that scares off half your members before they finish page two? We turn it into a smart, mobile-first digital form. Prefilled, validated in real time, signed on the spot and straight through processed into your registry. https://www.chandler.com.au/cx-receive/receive

    ChandlerCX

  • Super Advertising Bans to Employees, Advisor Education Reforms, and the Unintended Consequences of the Performance Test

    Super Advertising Bans to Employees, Advisor Education Reforms, and the Unintended Consequences of the Performance Test

    · That Super Show

    #24. On this episode of That Super Show, co-hosts Neil Benson and Sarah Penn break down the Treasury’s proposed ban on super fund advertising during onboarding, the shakeup in advisor education requirements, and dig into why APRA and the ATO are getting twitchy about payday super implementation (spoiler: small business, we see you
). Plus, are performance tests quietly killing investment innovation in Australia?

    HighlightsSuperannuation advertising ban consultation launches - employers can only display employee's stapled fund, employer's default fund, or a MySuper product from another fund. Bill has passed both houses, now Treasury is consulting on the regulations to support it.Education reform for financial advisers - Consult hub - Treasury has launched consultation paper regarding new class of financial advisors as part of DBFO T2.Payday Super Readiness | APRA - ATO and APRA have published a letter to RSEs to brace themselves and buckle up! APRA has concerns about some funds' readiness for Payday Super.‘Parliamentary Friends’ launch sharpens focus on super - Super ReviewSuperannuation performance test is stuck in red tape and could be creating a stagnant economy - performance test doesn't encourage outperformance, it discourages underperformance. As a result, money flows into indices, not into innovation.

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

     This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.

    Mayflower Consulting

  • Insurance Gaps, Member Service, and International Investment Trends Impacting Super Funds

    Insurance Gaps, Member Service, and International Investment Trends Impacting Super Funds

    · That Super Show

    #23 Welcome to That Super Show, your inside look at Australia’s superannuation industry.

    Neil Benson and Sarah Penn dive into the latest trends, challenges, and opportunities shaping super—from industry roadshows in the US to advances in AI, and the evolving insurance landscape.

    They discuss why Australian funds are looking globally for investments, the efficiency and value of industry trips, and how regulation is impacting innovation. The episode also tackles important issues like the insurance gap for young blue-collar workers and the sharp rise in complaints within the sector, highlighting leadership changes and reflecting on the balance between investment returns and member services.

    HighlightsNeil's recent acquisition of Novagentic by Chandler CX marks a thrilling new chapter in his career, bringing fresh perspectives to the world of superannuation and customer communications.The Australian superannuation sector is on a global exploration for investment opportunities, highlighted by recent trips to the US that showcased the importance of networking and learning from international counterparts.The podcast duo humorously navigates the complexities of superannuation, discussing everything from AI adoption challenges in the sector to the dire insurance gaps affecting blue-collar workers under 25.Bill Watson's candid farewell interview underscores a critical industry dilemma: striking a balance between delivering investment returns and prioritizing genuine member service in superannuation funds.
    ArticlesASFA warns super insurance reforms have left thousands uncovered - Super ReviewAustralian superannuation sector plans to woo US investors, companies and Trump officials in Washington galaBuilding a Stronger and Fairer Super System Act 2026 – Draft Regulations'We've let our members down': Watson | Financial StandardAFCA receives record number of complaints in 2025 calendar year

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

     This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.

    Mayflower Consulting

  • Measuring retirement outcomes with Anthony Saliba

    Measuring retirement outcomes with Anthony Saliba

    · That Super Show

    #22. Co-hosts Sarah Penn and Neil Benson chat with Anthony Saliba, Partner at Deloitte Actuarial Consulting.

    HighlightsRetirement income measurement challenge: Determining if retirement income solutions are working is complex, especially with new best practice principles released by Treasury.Best practice principles explained: Treasury’s principles aim to guide trustees in supporting retirees, but are non-binding and allow for flexibility and market-driven solutions.Principles-based vs. prescriptive rules: The industry favours a principles-based approach; there is ongoing discussion about whether these guidelines will eventually become enforceable standards.Realities for smaller funds: Some super funds may decide to exit members into specialist retirement funds rather than investing heavily in retirement offerings for a small retiree base.Complexity for members: Switching from accumulation to retirement products and navigating financial advice, age pension eligibility, and new lifetime income products creates challenges, especially for those without access to personal advice.Emphasis on member confidence: Leading funds invest in digital tools and education to improve member confidence and provide support beyond traditional advice models.Measuring outcomes: Funds should use objective, evidence-based data to evaluate retirement strategies and avoid “marking their own homework.”Personalisation and cohorts: True hyper-personalisation is aspirational; most funds cohort members by life stage and balance, with some moving toward more nuanced demographic analysis.Data access limitations: Lack of access to data like home ownership and marital status hampers more tailored solutions; innovative tools to gather member data can help bridge this gap.Regulatory barriers to engagement: Strict personal advice laws prevent funds from using member data for targeted communications and are seen as a roadblock to better member engagement.Drawdown patterns: Most retirees draw the minimum required, sometimes due to uncertainty or default settings; there are calls to encourage greater, more sustainable drawdowns early in retirement.Missed opportunities: Members often pay unnecessary tax or miss out on age pension entitlements simply by not taking key actions (like moving to drawdown phase or promptly applying for the pension).Annuities and product innovation: Lifetime income products can help manage longevity risk but suffer from low uptake; the industry is seeing product innovation and working toward better “solution” messaging.Asset-rich, income-poor issue: The system facilitates cases where people use super to increase home equity and then qualify for age pension; potential for equity release products and need for policy refinement.Key takeaway for trustees: Always use an evidence-based, objective approach when measuring outcomes and designing solutions, and clearly communicate trade-offs to help members make informed decisions.
    Guest: Anthony SalibaConnect with Anthony Saliba on LinkedInFollow Deloitte on LinkedInVisit Deloitte website

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

    This episode is brought to you by Mayflower Consulting. We work with product teams across super funds, fund managers, and platforms to move faster. Faster PDS updates, faster decisions, and less friction. If governance is slowing you down, we can fix that.

    Mayflower Consulting

  • Competitive Flows and Adviser Influence: Dissecting Australia’s Super Landscape with David Bell

    Competitive Flows and Adviser Influence: Dissecting Australia’s Super Landscape with David Bell

    · That Super Show

    #21. Co-hosts Sarah Penn and Neil Benson host David Bell, Executive Director at Conexus Institute.

    HighlightsIndustry growth: Superannuation assets grew by 12% last year, mostly from strong investment returns. Four funds are now “mega funds” with over $200 billion AUM.Mergers and consolidation: Fund mergers continue to shape the sector. Aware’s merger with TelstraSuper tipped it into mega fund status.Flow dynamics: Natural flows (member contributions) are steady, but competitive flows are increasingly advisor-led with platforms gaining pace.Advisor-driven switching: More than half of asset switches are now influenced by advisers, with platforms offering efficiency and adviser-friendly features.Marketing spend: Funds increased marketing by 10%, but there's little evidence it’s driving competitive inflows. Most spend is defensive—trying to stem outflows.Retirement focus: Demographics highlight 40% of assets held by members 55+. Funds are investing in retirement products and guidance, but competitive barriers remain for retaining members approaching retirement.SMSF trends: SMSFs are seeing net growth and most are established without a formal adviser. But there’s also a flow back as members tire of administration.Future landscape: The sector is heading for more mega funds and continued consolidation. Launching new funds is possible, but achieving scale remains a decades-long effort.Key takeaway: Sector priorities are shifting towards retirement, adviser functionality, and efficiency—but core flows, consolidation, and operational differentiation remain fundamental for fund leaders.

    Bonus: Blame marketing? Absolutely!

    Chapters

    00:41 - Introduction to Dr. David Bell and the Connexus Institute

    07:32 - Exploring Competitive Flows in the Superannuation Industry

    11:41 - The Dynamics of Advisor Portals and Fund Competition

    20:16 - The Impact of Marketing on Member Retention

    28:50 - Shifting Focus: From Marketing to Retirement Strategies

    37:21 - The Changing Landscape of Superannuation

    42:52 - Reflections on Future Trends in Superannuation

    Guest: David BellConnect with David Bell on LinkedInFollow The Conexus Institute on LinkedInVisit The Conexus Institute website

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

     This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.

    Mayflower Consulting

  • Navigating Death Benefit Claims: Modernising Estate Management in Superannuation

    Navigating Death Benefit Claims: Modernising Estate Management in Superannuation

    · That Super Show

    #20. Sarah flies solo! And discusses death benefit claims and deceased estates with Ben Darlow and Sarah Poole from EstateXchange.

    HighlightsThe death benefit challenge: Processing death benefit claims is often complex, manual, and paper-heavy, despite the growing need for efficiency as $5.4 trillion in wealth transfers between generations.Executors’ reality: Families face interacting with up to 37 organisations after a death, making estate administration overwhelming and inefficient.Why processes haven’t modernised: Death claims processes have seen historic underinvestment, lack of regulation, and minimal focus compared to other fund interactions.Reframing the process: Super funds should consider their role as just one of many organisations grieving families deal with, adjusting expectations around paperwork and timelines accordingly.Triage and risk: Funds can streamline basic claims by adopting triage methods, applying more rigour only where needed, and embracing technology to reduce repetitive low-value tasks.Reporting pitfalls: Many organisations’ reporting paints an overly optimistic picture; meaningful reporting requires standardised data and clear lead/lag indicators, plus a culture that welcomes surfacing issues.Fraud as an emerging risk: As more processes move online, the risk of fraud in deceased estates is rising, with up to 9% of consumers encountering actual fraud and 17% experiencing near misses.Looking forward: The future may include digital vaults, seamless handover to executors, faster probate, and platforms that free up locked assets, helping families and the economy.
    GuestsConnect with Sarah Poole on LinkedInConnect with Ben Darlo on LinkedInFollow EstateExchange on LinkedInVisit EstateXchange website

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

    This episode is brought to you by Mayflower Consulting. We work with product teams across super funds, fund managers, and platforms to move faster. Faster PDS updates, faster decisions, and less friction. If governance is slowing you down, we can fix that.

    Mayflower Consulting

  • Brand Recognition, Churn, and Retirement: What’s Really Moving the Superannuation Needle

    Brand Recognition, Churn, and Retirement: What’s Really Moving the Superannuation Needle

    · That Super Show

    #19. Co-hosts Neil Benson and Sarah Penn unpack the latest trends and news impacting the superannuation industry.

    HighlightsSuper brand recognition: Surprising results from a Conjointly brand tracker highlight low public awareness of major super brands, including only 57% recognition for AussieSuper and 49% for Hostplus, challenging industry assumptions.The complexity and cost of rebranding: Rebrands are frequent but often more about internal politics than member benefit, and establishing a new name remains a major challenge.The effectiveness of marketing: Despite significant marketing spend, switching rates and member engagement appear largely unchanged, raising questions about return on investment.Member churn and fund flows: Recent reports show industry fund outflows to adviser-led platforms are modest compared to overall inflows, with most money still coming in via default arrangements rather than active switching.Retention dilemmas: As members with larger balances approach retirement, funds struggle to retain them, particularly when financial advisers commonly recommend rolling over to retail platforms.Regulatory challenges and innovation barriers: Uncertainty around advice laws is inhibiting proactive member communications and innovation, especially in retirement products.Fraud and scam protection: ASIC urges funds to strengthen member communications to prevent fraud, but losses remain minor (at $22 million), and tougher controls could erode member experience.Confidence and legislative change: Frequent government tinkering causes member concern, yet most changes aim to improve fairness, and fears of losing all super are unfounded.New superannuation legislation: Discussion around the Building a Stronger and Fairer Super System bill, with support for balancing changes to both high and low-balance accounts.Industry news: Notable updates include Commonwealth Super’s major tech upgrade, HESTA CEO Debbie Blakey’s retirement, and the release of a new AFCA complaints guide.Personal achievement: Neil celebrates passing the RG 146 superannuation qualification after a challenging process.
    ResourcesSuper brand tracker confirms golden status of AustralianSuper | Financial Standard - Brand Tracker by Conjointly based on 1344 individuals. 57% recognised AustralianSuper, 49% Hostplus, 48% AMP, 47% Rest, 45% CBUS. Survey also ranked consideration, performance perception, and customer support.Superannuation customer churn hits First Super, NGS Super and Hostplus hardest. 6% churn on average, based on APRA data analysed by Elula. Lots of funds claiming the switches were inactive, low balance accounts being swept up by ATO. APRA has noticed that member accounts and flows into accounts outside the top 10 had declined.Industry super funds are losing business to retail wealth platforms such as HUB24 and Netwealth at an accelerating pace. Members seeking more holistic retirement advice. One analyst reckoned that a 10% uplift in advisor capacity could see $100B in flows to retail platforms to which my financial advisor responded, "I've got more chance of captaining the Australian Cricket Team & marrying Heidi Klum in the same year than a 10% increase in advisers resulting in $100bn of flows."Commonwealth Super Corp to consolidate legacy IT systems | Financial Standard. CSC to consolidate a number of systems. It manages several schemes and it sounds like they are bringing them all together. Mercer is the admin partner and Novigi is the data partner. Limited service period. Imagine they watched HESTA's experience closely.Super trustees told to up fraud protection game | Financial Standard ASIC compared super sector's fraud prevention to banks and found significant gaps, mostly in documentation and member communications. $22m in super-related scams in 2025.AFCA's new superannuation complaints guide (for funds and members)Treasury Laws Amendment (Building a Stronger and Fairer Super System) Bill 2026 – Parliament of Australia - second reading today. Boost to LISTO and changes to tax concessions on balances over $3m and 10.

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

     This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.

    Mayflower Consulting

  • ASIC’s 2026 Priorities: What Super Funds Need to Know

    ASIC’s 2026 Priorities: What Super Funds Need to Know

    · That Super Show

    #18. Co-hosts Sarah Penn and Neil Benson discuss ASIC’s 2026 priorities and what they mean for super funds.

    Highlights

    05:37 - A Focus on Operational Failures and Cyber Resilience. Private credit risks: ASIC flags concerns about retail exposure to private market credit products. Experience of fund managers and transparency are under the spotlight. Operational failures: Claims delays, cyber resilience, fraud and poor IT get a special mention - 'nuf said really!

    08:52 - The Risks of Aggressive Marketing in Financial Products. Aggressive product marketing: will be stopping. We hope.

    20:00 - Navigating the Complexities of AI in Financial Services. Audit and valuation standards: Poor quality sustainability reporting and inconsistent unlisted asset valuations—ASIC wants more evidence and comparability between funds.

    24:15 - Regulatory Perspectives on Cryptocurrency. Plus a cooks tour of the ASIC priorities that are 'super adjacent'.

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

     This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.

    Mayflower Consulting

  • Adrian Gervasoni: Transforming Member Portals for Superannuation Success

    Adrian Gervasoni: Transforming Member Portals for Superannuation Success

    · That Super Show

    #17. Co-hosts Sarah Penn and Neil Benson chat with Adrian Gervasoni, Executive Manager Advice Services at Industry Fund Services.

    HighlightsMember engagement challengesRethinking the member journeySuper as 'your future wage'Super portals try to present too much infoThe power of nudgesThe new class of advisers - what this means in practiseWhat we can learn from banks closing branches and moving customers onlineWebinars and events are fun but only reach a small number of peopleThe future of portals
    Guest: Adrian GervasoniConnect with Adrian Gervasoni on LinkedInFollow Industry Fund Services on LinkedInVisit Industry Fund Services website

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

    This episode is brought to you by Mayflower Consulting. We work with product teams across super funds, fund managers, and platforms to move faster. Faster PDS updates, faster decisions, and less friction. If governance is slowing you down, we can fix that.

    Mayflower Consulting

  • Welcome to 2026! Round up of Superannuation's 2025

    Welcome to 2026! Round up of Superannuation's 2025

    · That Super Show

    #16. Co-hosts Neil Benson and Sarah Penn return for the first episode of 2026 with a roundup of big news and trends in the superannuation industry.

    HighlightsHoliday updates: Neil did some DIY renovations and Sarah struggled to find a builder, opting for travel instead.CSLR debate: Misha Schubert from the Super Members Council suggests SMSFs should pay for the Compensation Scheme of Last Resort, not industry fund members; both hosts agree she has a fair point.Managed investment schemes: Discussion of how APRA-regulated funds often use managed schemes and why strong investment governance is critical, especially in light of recent investment failures.Investment performance tests: Schubert’s call for performance tests on every super investment option prompts debate about the practicality versus potential benefits, with both hosts questioning the cost-benefit of such extensive reforms.Member engagement survey: SMC data shows younger, more educated members are much more engaged, but Neil and Sarah note the correlation is likely skewed by survey respondent bias and income/balance factors.Super fund branding and advertising: The hosts discuss the pros and cons of memorable ad campaigns, from hairy mascots to high-profile sports sponsorships, and examine their impact on fund awareness and acquisition.Third party administrator shakeup: Upcoming acquisition of Mercer’s admin business by Apex signals increased consolidation; the hosts express concerns over whether this will drive real improvements in service quality.Outsourcing vs. insourcing: Large funds may increasingly bring admin back in-house to manage cost and service quality, leading to more hybrid operating models.The “mechanistic vs. ecosystem” mindset: Sarah introduces insights from another podcast advocating for treating businesses and the super industry as living systems rather than machines—emphasizing test-and-learn approaches and accounting for human complexity rather than blaming process participants.Claims management complexity: Discussion on why systemic, ecosystem-level solutions are needed for claim delays rather than blaming individuals.
    Big Idea

    The Problem of Mechanistic Thinking

    Christmas giftsFavourite: Sarah's new Owala waterbottleLeast favourite: An 'avocado knife'. With apologies to Neil's wife!

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

     This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.

    Mayflower Consulting

  • Superannuation's 2025 in Review: Key Legislation, Tech Shifts, and Industry Growing Pains

    Superannuation's 2025 in Review: Key Legislation, Tech Shifts, and Industry Growing Pains

    · That Super Show

    #15. Neil Benson and Sarah Penn dive into a lively year-end review of Australia’s superannuation industry.

    HighlightsFrom legislative wins and regulatory challenges to industry shakeups and innovative tech trends, they unpack the major highlights and low points that shaped 2025. You’ll hear their candid takes on big topics like Division 296 reforms, the SG rate increase, the impact of Payday Super, and ongoing compensation scheme debates. Plus, hear all about the headaches of system migrations—as well as the opportunities AI is unlocking for super funds.2025 Highlights: Div296 was fixed, LISTO was increased, Pay Day Super legislation passed, and of course, That Super Show was launched too!2025 Lowlights: investigation into collapse of Shield Master Fund and First Guardian Master Trust widens, shortcomings in death benefits and insurance claim handling have been papered-over.Daniel Mulino taps super funds to prop up Compensation Scheme of Last Resort. Mulino taps super sector to help pay CSLR special levy | Financial StandardHESTA has extra license conditions imposed by APRA. 7 weeks' downtime switching from MUFG to GROW. Irony of being slapped by the regulator who wants funds to innovate and improve productivity. APRA imposes additional licence conditions on HESTA | APRAIrony of rumours that MUFG may acquire GROW! Administration technology is old, never designed for payday super or decumulation, and has to be the same across as many funds as possible. What MUFG's bid for Grow says about the state of super admin - Investment MagazineGoverning the Invisible: by Ash Priest and Alex Monynihan at Novigi, about governing AI from a super fund trustee's perspective using ISO 42001 for AI management systems. Governing the invisible: Why super funds need to get real about AI | FS Super

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

     This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.

    Mayflower Consulting

  • Navigating the Superannuation Talent Market with Victoria Butt, Parity Consulting

    Navigating the Superannuation Talent Market with Victoria Butt, Parity Consulting

    · That Super Show

    #14. Cohosts Neil Benson and Sarah Penn are joined by Victoria Butt, CEO and founder of Parity Consulting, to unpack the latest trends shaping the talent market as we head toward 2026.

    Highlights

    Drawing on fresh insights from nearly 5,000 industry professionals, they discuss the shifting priorities of Australia's financial services workforce, the surprising dynamics around return-to-office mandates, and the ongoing impacts of mergers and acquisitions in superannuation.

    From the rise of exciting projects as a top motivator to the persistent importance of remuneration, Victoria sheds light on how macroeconomic factors, AI, and company culture are redefining careers in the sector.

    The conversation also touches on the growing demand for adaptable leaders, the under-recognised power of mentorship in data roles, and the critical need for organisations to address burnout and investment in career development.

    Whether you’re interested in the future of work, looking to progress your career, or simply wanting to stay ahead in the world of super, this episode is packed with valuable insights you won’t want to miss.

    Guest: Victoria ButtVictoria Butt on LinkedInParity Consulting on LinkedInDownload Parity Consulting's FY2025 Salary Guide

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

    This episode is brought to you by Mayflower Consulting. We work with product teams across super funds, fund managers, and platforms to move faster. Faster PDS updates, faster decisions, and less friction. If governance is slowing you down, we can fix that.

    Mayflower Consulting

  • Member Engagement Breakthroughs: Insights from Engage 2025

    Member Engagement Breakthroughs: Insights from Engage 2025

    · That Super Show

    #13. Hosts Neil Benson and Sarah Penn dive deep into the world of Australian superannuation. This week, they're joined by an insightful panel of guests—including Emma Jonceski (Aware Super), Cathy Duncan (TCS), Alana Devitt (CoreData), Dan McKean (Chandler), and Zoe Sheehan (TAL)—as they unpack all the highlights from the IBRC Engage 2025 Future of Member Engagement, Comms, and Experience Forum.

    From industry stats that’ll make you rethink member engagement, to personal stories and clever ideas buzzing around the conference, you’ll hear the latest on how funds are transforming their communications, the role of technology and AI, and the untapped opportunities to enhance member experience. Get ready for candid conversations, practical examples, and future-focused thinking—all designed to help you, your fund, and your members stay ahead in a rapidly evolving super landscape. Let’s get into it!

    Guests

    Thanks to our special guests from Engage 2025:

    Emma Jonceski on LinkedInCathy Duncan on LinkedInAlana Devitt on LinkedInDaniel McKean on LinkedInZoe Sheehan on LinkedIn

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

     This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.

    Mayflower Consulting

  • How Will Australians Retire in 2040? Insights from the ASFA Conference

    How Will Australians Retire in 2040? Insights from the ASFA Conference

    · That Super Show

    #12. Neil and Sarah have just wrapped up at the ASFA conference, and they reconnect with industry leaders and discuss the latest trends shaping super, from digital innovation and regulatory challenges to the future of retirement.

    This episode features expert insights from guests like Jane Couchman from Aware Super, Zein el Hassan from Mills Oakley, and Shaun Bransdon from TAL Australia, covering everything from the rapid rise of AI in compliance to the changing expectations of retirement for future generations.

    Highlights

    00:34 Exciting exhibitors at ASFA Conference

    03:01 Zen el Hassan, Partner at Mills Oakley, on AI in advice and super

    06:03 Sarah's top picks of ASFA Conference sessions

    10:00 Sarah's big idea: Separating accumulation funds from retirement funds

    12:41 Retirement Funds: Accumulation vs. Drawdown

    16:08 Shaun Bransdon, GM of Retirement and Wealth at TAL Australia, on retirement in 2040

    16:40 "Future of Retirement in Australia"

    18:14 Australia's aging population challenges

    23:02 Jane Couchman, Chief Risk Officer and Group Executive, Sustainability at Aware Super, on balancing risk and compliance with innovation

    26:12 Future of retirement the super system in 2050

    28:08 Reflections on ASFA Con 2025 and looking forward to 2026

    NEW! You can now find That Super Show on YouTube

    GuestsZein El Hassan, Partner at Mills Oakley, on LinkedInShaun Bransdon, Retirement, Wealth and Superannuation Leader at TAL Life on LinkedInJane Couchman, Chief Risk Officer at Aware Super

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

    Mentioned in this episode:

    Mayflower Consulting

     This episode is brought to you by Mayflower Consulting. If your product team is capable, stretched, and the important structural work keeps getting pushed, that's where we come in. We embed with your team, get the work done, and leave you more capable.

    Mayflower Consulting

  • Superannuation’s Challenges Exposed at ASFA Conference 2025

    Superannuation’s Challenges Exposed at ASFA Conference 2025

    · That Super Show

    #11. We’re excited to bring you the highlights from the cloakroom of the expo hall at this year’s ASFA Conference on the Gold Coast. Only the most glamourous locations for your intrepid hosts, dear listener!

    Neil and Sarah unpack what’s happening in superannuation, share feedback from listeners, preview ASFA Con 2025, and tackle some of the trickiest questions facing funds and members today.

    đŸŽ€ ASFA Conference 2025 – What’s in Store?

    Sarah and Neil are on-site, despite hiding out “in the cloakroom,” ready to network, attend breakout sessions, and catch up with clients and industry players.

    Some exciting names in the speaker lineup mentioned by our hosts include:

    Jim Chalmers (Treasurer) and Daniel Molino (Assistant Treasurer)Ted O’Brien (Shadow Treasurer)Brad Jones (Assistant Governor, RBA)Carmen Beverly-Smith (Executive Director for Super, APRA)Guy Opperman (former UK Pensions and Financial Inclusion Minister—also a steeplechase jockey!)Heather Gray (Lead Ombudsman for Super, AFCA, and friend of the show)Katie Miller (Deputy CEO, AUSTRAC)Simon Kucher (Demographer and chart enthusiast)

    Expect plenty of debates, policy discussions, and a little bit of classic super industry gossip.

    đŸŸ Evening Events & Industry Networking

    Sarah has her ticket for the MetLife event, while Neil looks forward to SS&C/Chandler event and networking with the well-connected IQ Group folks. With suppliers bringing forward their main events, tonight’s the perfect chance for catch-ups and maybe a bit of chaperoning!

    💡 Big Idea: Are We Protecting Super Members Enough?

    A real-life story from Neil’s Melbourne Cup lunch sparks a crucial debate: What happens when members cash out their super early and risk running out of savings before qualifying for the Age Pension? The team dives deep:

    Should our system be even more “default” to help protect low-literacy and risk-averse members?Are lifecycle products the answer, or would that erode personal choice too much?Is it worse to have people lose out through fraud or through their own poor financial decisions?

    Sarah notes that while defaults work for most, the outliers prove the system isn’t perfect. It’s sobering to hear that many people—especially singles without a home—struggle far more than we might realise.

    📈 Super Fund Investment Mix: Are “Balanced” Options Really Balanced?

    Our hosts observe that MySuper products have become much more growth-oriented, moving from a 50/50 split to 70/30 or even 80/20 in favor of growth assets. Sarah loves a good graph, but worries marketing may mislead members into thinking these funds are “balanced”—when in reality, they’re taking much more risk.

    🔍 Transparency & Labeling in Super: Do Members Need More Detail?

    From asset type labelling (is property “growth” or “defensive”?) to demands for granular investment disclosure, our hosts agree: There’s a market segment that wants more info, but most people benefit from simplicity. If you crave details, wrapping platforms and SMSFs might be your best bet—but beware the challenge of beating professional fund managers.

    đŸ€ł Now on YouTube!

    The show has launched a new YouTube channel—perfect for those who love to listen on the tube. (No smiling faces yet, but keep the pressure on Sarah for a video edition!)

    The Super Show - YouTube

    đŸš© Think We Should Talk?

    If there’s a topic you’d love us to tackle or you think we should connect, just reply or book a meeting via the show notes.

    Don’t forget: Follow That Super Show, share with your super colleagues, and watch for our next live wrap-up post-ASFA!

    Until next time,

    — Neil & Sarah

    That Super Show

    That Super Show is the most downloaded podcast for Australian superannuation professionals. Sarah and Neil cover the issues, debates and decisions shaping the industry - without the spin.

    Subscribe to the show wherever you listen to podcasts and don't forget to leave us a rating and review.

    Visit That Super Show website and become a newsletter subscriberEmail [email protected] if you've got a topic you'd like us to cover or a guest proposal or suggestionFollow That Super Show on LinkedInFollow That Super Show on YouTube
    Your Cohosts

    Sarah Penn

    Sarah Penn is the CEO and founder of Mayflower Consulting, an Australian financial services consultancy specialising in product governance, PDS management, and product operating model design. Her team works with super funds, fund managers, and investment platforms across Australia.

    Connect with Sarah on LinkedInFollow Mayflower Consulting on LinkedInVisit Mayflower Consulting website

    Neil Benson

    Neil Benson is the global chief product officer at ChandlerCX, where he leads a team focused on intelligent customer messaging for regulated organisations, including superannuation funds, banks, insurers, utilities and public sector organisations. His AI startup, Novagentic, was acquired by ChandlerCX in February 2026.

    Connect with Neil on LinkedInFollow ChandlerCX on LinkedInVisit ChandlerCX website

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