IN THIS EDITION - December 2021



Welcome to our refreshed IFS Update.  

As we rush towards the end of another challenging year, many of us are taking stock of what’s important – at home and at work. 

That includes a focus on the health of our relationships – with our staff, with our business partners and of course with our clients.

That’s been true at IFS, and we have invested in deepening our relationships, and the strong results of our recent client satisfaction survey is testament to the strength and maturity of those partnerships.

Over the year we have worked with our clients to co-design new solutions for evolving trustee, member and employer needs. rolling out new products and services including unbundled advice licensing services and gap cover for trustee indemnity insurance. 

Cath staff event 2019

This has been rewarded with IFS welcoming some new clients and expanding our service offer for our existing clients.  We head into 2022 with energy and enthusiasm to build on this, and look forward to working closely with you in what must be a happier new year.


Cath Bowtell
IFS Chief Executive



A new direction in unpaid super recovery

It’s just on 12 months since IFS’s Unpaid Super team restructured its operations, and we are very pleased that the new model has brought us closer to our clients.  The restructure involved the creation of dedicated account manager roles.  We have a great mix of experience in the team – Tani Heeps (AustralianSuper and Hostplus), Gemma Hines (Rest, TWUSuper and LUCRF Super), and our newest team member Tony Cuda (Cbus and CareSuper).  These new roles are the link to our Operations team, which has also been restructured to elevate our focus on client service, efficiency optimisation and stronger flexibility to meet evolving client needs. 

The purpose of our transformation of the Unpaid Super business, is to deliver a more modern, efficient, and highly valued service for our clients through a dedicated focus on two key areas:

Operations and service delivery

  • we’ve undertaken a detailed business process review, replacing obsolete or inefficient manual tasks with streamlined, and automated processes that save time
  • we’ve evaluated our existing technology against alternatives and are introducing new, more flexible solutions
  • we’ve created a dedicated operations manager role, and Team Leads, within a new operations team. We’ve also introduced evidence-based coaching and staff feedback to build a dynamic and high performing business unit, as well as a quality assurance framework to ensure compliance and best practice service outcomes.

Account management

  • We’ve introduced an account management framework that offers a stronger client focus and improved service via dedicated account managers
  • Your dedicated account manager:
    • Acts as the main point of contact for your fund and is ‘your voice’ within IFS
    • Has in-depth technical knowledge to support decision making and identify opportunities for further collaboration
    • Provides insightful analysis and reporting on the services we deliver.

All this means that clients who partner with us in the recovery of unpaid super will see improved service delivery, greater client focus, efficiency gains and flexibility to meet your needs.



Reimagining how Australians access help and advice

IFS has always known that the traditional financial advice model is poorly suited to not-for-profit super funds.  While we continue to focus on greater efficiency and scale in retirement advice, we have increasingly sought to act as a voice with regulators and industry, including exploring scalable models of help, advice and guidance for members, designed with consumers at the centre.


Earlier this year IFS convened a Steering Committee comprising super funds, consumer advocacy groups and industry service providers, tasked to identify new service models that could meaningfully deliver retirement advice, guidance and support at scale.
The process involved putting consumers first, not regulators or service providers.
We will continue to work with industry partners to progress these ideas to implementation.
You can read the full report here and if you would like to get involved please contact:
Adrian Gervasoni on 0407 058 497 or at



Welcoming new partnerships

Our Advice Solutions team is thrilled to have secured a number of new clients in the past few months.  We were very pleased to be chosen to support the Energy Super team, having worked over the last 12 months with LGIAsuper.  We’re also partnering with HESTA and LUCRF to provide unbundled services to the trustee-licensed advisers, including advice quality review and coaching programs, as well as REI Super and BERT (Building Employees Redundancy Trust) in the licensing of advisers.  We have some other new clients joining us next year too – watch this space.




insurance cover

New insurance cover to protect Trustees

IFS Insurance Solutions (IFSIS) has developed a Nil excess insurance policy to mitigate the impact of changes to Section 56 and 57 of the Superannuation Industry (Supervision) Act 1993. Demand for this policy demonstrates the value trustees place on the peace of mind it offers.

IFS Insurance Solutions (IFSIS) recently launched a new insurance product, developed and negotiated specifically for superannuation trustees.

This new product, exclusive to IFSIS was designed to help mitigate the impact of changes to Section 56 and 57 of the Superannuation Industry (Supervision) Act 1993 that will prohibit Trustees from using member funds to indemnify the Trustee.

While a standard Trustee Liability Policy is designed to respond to claims made against the Trustee, the payment of the policy excess could result in a breach if this is funded from member funds. This policy has a Nil Excess, it has been designed to fill the gap between the first dollar spent and the excess under a standard Trustee Liability Insurance Policy.

Sean Lindsay from IFSIS commented “It’s exciting to be able to launch a product that really assists our clients in mitigating risk. Whist it was designed because of the amendment to Section 56 and 57 it is a product that could have been purchased by super funds five years ago. The fact the policy has been reviewed by so many legal firms and has been taken out by a large number of current and new IFSIS clients, is a real testament to the hard work of everyone involved in developing this solution”.

Contact Sean Lindsay for further information about the policy on 0488 600 857 or at


The digitised fact find. Making financial advice more efficient

It’s been almost two years since IFS introduced the Online Forms Portal.  Since then it’s made many advisers’ lives easier through pre-population of client data, and quicker, digital document production.  It’s one of many innovations in the short term that contribute to our long term vision of seamless data transfer.

digitised fact

Our Advice Solutions team has continued to digitise the advice process, adding online forms to  collect the data and generate the documents that support the delivery of financial advice, control for data entry risks and allow trustees to draw on the data for reporting and analytics.

With IFS Online Forms Portal advisers can:

  • Fill in forms and create advice documents more quickly and paper free
  • Export client data straight from Xplan 
  • Work through a dynamic fact find online with their clients
  • Send completed documents to Xplan at the push of a button
  • Send documents to clients digitally for secure completion and signing
  • Push data from the fact find straight into Xplan
  • Benefit from inbuilt validation and intelligent logic

This is what our advisers have been saying:  

“The IFS team has done a brilliant job of helping advisers cut down on the tedious admin!”

“Drawing client information directly from Xplan saves so much time – I don’t have to enter their details multiple times in multiple documents”

“I find the online forms so convenient, particularly in the current work from home environment.”


AUSfund.  The end of an era

After consolidating over 1 million accounts and achieving an unbroken track record as Heron Eligible Rollover Fund of the Year, AUSfund was wound up earlier this year.


In May, after an unbroken track record as Heron Eligible Rollover Fund of the Year, AUSfund was wound up, after posting a final crediting rate of 7.7%. 

During April and May 2021

  • 442,569 smaller balance members with assets of $722.2m were transferred to the ATO; and
  • 13,420 larger balance members with assets of $209.6m were transferred to Hostplus.

The decision to wind up the fund was made before the enactment of the Treasury Laws Amendment (Reuniting More Superannuation) Act 2021, but was consistent with the government’s decision to close the ERF sector.

AUSfund played an important role in safeguarding small and lost accounts.

Through its cross-fund matching programme, AUSfund consolidated over 1 million accounts.

While we have been unable to mark the closure of AUSfund with a celebration, we are grateful for the contribution by our current and former staff and directors, participating funds and service partners.  



Thank you for your feedback

A big thank you to all of our clients who participated in the recent satisfaction survey. Your thoughtful, positive and constructive comments were much appreciated. We value your ongoing feedback about what’s important to you and how we’re doing.


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