Headquarters:
Cambridge, ON
Year founded:
1988
Number of employees:
400+
Phone:
13 18 13
Email:
newbusiness@allianz-assistance.ca
Website:
allianz-assistance.ca
LinkedIn:
linkedin.com/showcase/10301017
“We prioritise embracing cutting-edge technologies, creative problem solving and continuous improvement to enhance our premium funding solutions and provide exceptional value to our clients”
Brett Bastow, IQumulate Premium FundinG
Leadership
Kyle Sparkman is the managing director and head at Allianz Global Assistance Canada. He has been with Allianz for over six years and was previously the chief sales officer and chief operations officer. Sparkman has been in the finance and insurance industry for over 25 years. As managing director, he leads the strategic direction of one of Canada’s leading travel insurance providers.
Throughout Sparkman’s career, he’s become known as a dynamic leader with vast expertise in building and executing business strategies that unveil the potential in people, enable innovation, and accelerate business growth. His passion for driving exceptional employee, customer, and partner experiences has strengthened Allianz’s corporate culture and commitment to helping people when they need it most.
Managing Director and Head
Kyle Sparkman
Dennis Schnadthorst leads travel operations, Americas at Allianz Global Assistance, overseeing operations across the United States, Canada, Mexico, South America, and India. In his role, he focuses on improving customer experience, strengthening operational performance, and advancing large-scale transformation initiatives.
Schnadthorst’s background spans operations, product innovation, and sales leadership, including work on embedded insurance and the development of digitally enabled distribution models. He has been involved in organizational transformation initiatives and the implementation of operating models across international markets. He began his career in the German Armed Forces, holds an MBA, and has leadership experience across Europe and the Americas.
Head of Operations, Travel America
Dennis Schnadthorst
Riccardo Iacovino is the head of medical operations at Allianz Global Assistance Canada. He has over 15 years of experience in assistance operations, with eight years focused on travel. Over his career, he has led operating model transformations to boost productivity and enhance customer experience, while developing talent and sustaining strong partner retention.
Iacovino’s expertise spans transformation, contact centre operations, and network development. He leads with transparency, trust, and respect; challenges the status quo; prioritizes customer value; and actively supports the special needs community.
Head of Medical Operations
Riccardo Iacovino
Sasha Opacic is the vice president, sales - broker and group channel at Allianz Global Assistance Canada, bringing nearly three decades of experience in the insurance industry. His career has evolved from working as a broker to business development and he now leads Allianz’s national sales team focused on building strong broker and strategic partner relationships.
Opacic is passionate about helping brokers grow through innovative travel insurance solutions and education. Outside of work, he has a strong passion for travel, outdoor adventure, and sports. He especially enjoys creating lasting memories travelling with his two children and exploring new destinations and experiences together.
Vice President, Sales - Broker and Group Channel
Sasha Opacic
John Archer is manager, technical claims within NZ broker and specialist claims at IAG New Zealand. A life member of NZILA and recipient of the ANZIIF Lifetime Achievement Award, he brings exceptional depth of expertise to complex and high-value claims.
Known for his strong customer empathy, Archer is highly regarded for his claims negotiation and dispute resolution skills, consistently delivering fair and timely outcomes in challenging environments. He leads high-performing teams with a focus on efficiency, quality and customer-centric claims handling.
Manager, Technical Claims
John Archer
Stevens & Associates Lawyers is a leading and trusted employment law firm based in Sydney known for delivering high-quality legal expertise in the area of employment law and industrial relations across Australia, alongside a proven track record of effectively and swiftly resolving a variety of workplace law issues.
In the past year, the firm’s growth has been notable. It has:
• experienced a 213% growth in the number of client matters, increasing from 149 client matters in the 2022 financial year to 390 client matters in the 2023 financial year
• improved its online visibility, leading to over 50 online enquiries each month and a conversion rate of client leads of up to 40%
• significantly expanded the breadth and type of matters that it advises on day to day, which has increased the firm’s skillsets, diversity and resilience
• expanded its community outreach by collaborating with local Sydney venues for client seminars and continuing active participation in a Sydney small/family business group
Stevens & Associates Lawyers has adapted to digital trends by implementing an effective strategy with SEO and web design, resulting in a structural shift that has seen increased representation of employees where the firm previously mainly advised employers.
The firm’s recognition as a “Fast Firm” attests to its momentum in the employment law space.
“IQumulate is on a technology journey, and we’re just getting started”
Wayne Tower,
IQumulate Premium Funding
Marina Christopoulos is a highly experienced professional with more than 30 years in the banking and insurance industries. Throughout her career, she has developed deep expertise across sales, underwriting, claims, project delivery and relationship management. Christopoulos is recognised for her collaborative approach, strategic thinking, and commitment to building lasting client and stakeholder relationships. She is passionate about achieving fair and balanced outcomes for customers while driving positive business results. Her broad industry knowledge, combined with her dedication to service excellence, has enabled her to contribute successfully across a wide range of roles and initiatives throughout her career.
Claims Relationship Manager
Marina Christopoulos
Courtney Mills is the NSW/ACT claims relationship manager within commercial property and specialty claims at Vero, where she has worked for three years. She builds strong broker relationships, promotes best-practice claims service, and supports complex and escalated matters. With 19 years of industry experience, Mills has worked across property, commercial and heavy motor, contract works, ISR, corporate travel, accident and health, recoveries, and investigations, bringing a detail-oriented and collaborative approach to delivering effective claims outcomes.
Claims Relationship Manager
Courtney Mills
Frank Hillerich has more than 20 years of insurance industry experience across customer service, property claims, assessing and claims leadership. Since joining Vero in 2017, he has supported brokers across Western Australia, South Australia and the Northern Territory, drawing on his extensive claims expertise to build strong broker relationships, promote best-practice claims service, and assist with complex and escalated matters.
Claims Relationship Manager
Frank Hillerich
Stephen McMillan first entered the financial services Industry when he joined GE Capital as a finance analyst in 2008, from which he progressed through roles working both onshore and offshore. From there, he moved into Pacific Premium Funding as a financial planning and analysis leader in 2012 and was a key resource in the evolution of the business, first with the successful sale to Macquarie Pacific Funding and then the following progression into IQumulate Premium Funding, where he is now the commercial manager.
As commercial manager, McMillan leads a team that is responsible for commercial analysis and business support, identifying and reporting improvement initiatives, and the securitization and treasury functions of the business.
Commercial Manager
Stephen McMillan
One culmination of these efforts has been the real-world, needs-based IQEdge solution. A one-stop online quoting tool designed for both the Australian and New Zealand markets, IQEdge delivers quotes in under 60 seconds. Plus, the solution offers quote comparison and quote versioning capabilities, enabling users to review vital historical and financial data in a single page view.
IQEdge can streamline and automate application processing, underwriting document verification and payment collection, cutting the need for manual labour and minimising processing errors. A digital “self-service” platform, IQEdge, reduces the need for customer and administrative support. Meanwhile, borrowers can access their accounts, make payments and manage their policies independently and through sales and support teams, which are always available for further assistance.
“We’ve created a quality platform that simplifies the quoting process yet amplifies the customer experience,” says Gordon. “It’s a real game changer.” IQumulate offers an online digital quoting tool to clients. The best-in-market solution enables IQumulate to tailor funding offerings to brokers that align with their prefered distribution channel.
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ALLIANZ GLOBAL ASSISTANCE CANADA
SPECIAL REPORT
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Turnaround time – claims
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What does IQumulate have in mind for the future?
“IQumulate is on a technology journey, and we’re just getting started,” says Wayne Tower, CEO. “Through continuous engagement with our clients, partners, marketplace and industry, we will listen to the needs as they arise and position our business to be agile and respond to changes as they occur.
“Faster decision-making innovations such as AI-powered decision support systems can expedite the underwriting and approval process, leading to quicker responses to clients. This can improve client satisfaction and potentially attract more business, with the potential to allow IQumulate to capture a larger market share, whilst continuing to deliver service excellence to clients.”
“As forward-thinkers with a digital and ‘do it better’ mindset, we collectively and proactively look to learn and improve on our customer experience for our clients, paving the way for successful business outcomes for our clients and our business in the coming years ahead.
“We’re excited for the future and look forward to what’s on the horizon.”
Stephen McMillan first entered the financial services Industry when he joined GE Capital as a finance analyst in 2008, from which he progressed through roles working both onshore and offshore. From there, he moved into Pacific Premium Funding as a financial planning and analysis leader in 2012 and was a key resource in the evolution of the business, first with the successful sale to Macquarie Pacific Funding and then the following progression into IQumulate Premium Funding, where he is now the commercial manager.
As commercial manager, McMillan leads a team that is responsible for commercial analysis and business support, identifying and reporting improvement initiatives, and the securitization and treasury functions of the business.
Product Manager
Claire Watson
Stephen McMillan first entered the financial services Industry when he joined GE Capital as a finance analyst in 2008, from which he progressed through roles working both onshore and offshore. From there, he moved into Pacific Premium Funding as a financial planning and analysis leader in 2012 and was a key resource in the evolution of the business, first with the successful sale to Macquarie Pacific Funding and then the following progression into IQumulate Premium Funding, where he is now the commercial manager.
As commercial manager, McMillan leads a team that is responsible for commercial analysis and business support, identifying and reporting improvement initiatives, and the securitization and treasury functions of the business.
Commercial Manager
Stephen McMillan
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Ivan Verescuk
Chief Executive Officer and Managing Director
Shaun O’Brien
Head of Underwriting
Emily Walker
Head of Strata and Development
Rex Oakman
Head of Operations and Risk
Sandy Newton
Head of Underwriting
Andrew Mitchell
Manager – NSW
Michael Prokopis
Manager – Southern Region
Pam Chhabra
Manager – Residential Strata
Jeffrey Valdivia
Manager – Commercial Strata
Adam Basaldella
Manager – Claims
Allianz Global Assistance Canada (Allianz) stands out for delivering a claims experience that feels calm, clear, and supportive at the moments that matter most. From its tightly integrated operation in Cambridge, ON, the travel insurance provider transforms what could be a stressful and complex process into something fast, intuitive, and reassuring for travellers and brokers alike.
That strength in claims is reinforced by Allianz’s broader foundations:
the backing of a global footprint
local medical and underwriting expertise under one roof
a culture grounded in care, trust, and innovation
In practice, that means Allianz doesn’t just process claims – it guides people through them. Customers can submit claims online via a simple, user-friendly portal, and follow each stage of the process, giving them real-time insights to where things stand.
Behind that sleek digital front end is a deliberate blend of automation and human touch. Technology removes friction and enables end-to-end processing wherever possible, while experienced claims professionals step in with proactive, plain-language communication whenever a situation calls for nuance, reassurance, or judgment.
This approach is supported by a segmented claims model that keeps both speed and specialist depth in focus. One team of examiners is dedicated to high-volume, standard benefits, ensuring routine claims are handled quickly and efficiently. A separate team concentrates on complex cases that demand more intensive attention and specialist expertise. This separation ensures that Allianz maintains both speed at scale and depth of expertise without losing the personal, attentive service that customers remember long after their claim is resolved. Allianz’s 5-Star claims performance is also closely tied to how it partners with brokers. Instead of a one-size-fits-all approach, the insurer takes the time to understand each broker’s business model and client base to tailor support accordingly. With Allianz’s flexible distribution model and digital solutions, brokers can choose their preferred level of engagement from a fully hands-off, no touch approach to a highly integrated and involved sales process. This principle drives Allianz’s strategy to make travel insurance an essential part of the overall risk management conversation. Through a mix of broker education, sales support, deep product and market knowledge, Allianz helps brokers confidently integrate travel insurance into their existing lines in the way that best suits them, adding real revenue without complicating their core business.
Looking ahead, Allianz is doubling down on the very qualities that earned its IBC 5-Star Claims recognition. The company is continuing to simplify and streamline the claims journey, investing in further automation to increase straight-through processing while enhancing customer guidance right from the start. At the same time, it remains committed to preserving the human connection at the heart of its culture, ensuring that when a case is complex, emotional, or high stakes, there is always a capable professional ready to step in.
IQumulate invests in education and people, which are vital to attracting new business and talent to the company.
“We have long tenures for several of our key staff, including some in leadership positions, and this sound working knowledge of our business, practices and industry provides great insights and a wealth of experience to offer our clients,” says Bastow. “Our new head of sales, Graeme Gordon, formerly manager for New Zealand, joins us in Australia to drive our sales strategy and lead our team to successful outcomes for our clients and our business. We look forward to great things ahead with Graeme as he continues to be active and present in the New Zealand market as well as building sound working relationships and new connections in Australia.”
Clients can also expect a lot from working with IQumulate.
“Through active engagement with our trusted broker network, IQumulate provides relevant information, education and training content,” says Graeme Gordon, head of sales. “Our clients can expect IQumulate to support their business in several ways, providing an understanding of what premium funding solutions are available and how IQumulate can spread the cost of insurance and help borrowers get the right level of insurance cover to free up their cash flow for other expenses or business growth opportunities. Premium funding is often considered a tool for those who simply cannot afford to pay their premiums in full. While this is certainly a significant driver for many, it is also successfully used by profitable companies who use premium funding to manage their cash flows more wisely or better manage their liquidity.”
Adam Basaldella
Manager – Claims
Pam Chhabra
Manager – Residential Strata
Frank Hillerich
Claims Relationship Manager
Courtney Mills
Claims Relationship Manager
Marina Christopoulos
Claims Relationship Manager
John Archer
Manager, Technical Claims
Sasha Opacic
Vice President, Sales - Broker and Group Channel
Riccardo Iacovino
Head of Medical Operations
Dennis Schnadthorst
Head of Operations, Travel America
Kyle Sparkman
Managing Director and Head