Raffi steps into the role following recent changes to Fidelity Life’s executive team, with Seema Bangera expanding her portfolio to become Chief Claims & Operations Officer. In her expanded role, Seema now leads the end-to-end customer value chain across Customer Onboarding, Operations and Claims, reinforcing Fidelity Life’s focus on delivering more seamless experiences for customers, advisers, and partners.

A familiar face to many advisers, Raffi brings more than a decade of financial services and claims experience to the role. Most recently Claims Operations Manager – Strategy & Stakeholder Engagement, he has played a central role in reshaping Fidelity Life’s Claims proposition.

 Fidelity Life’s Claims team delivered a standout year, implementing initiatives that provide customers with earlier support, greater certainty and more personalised rehabilitation pathways while strengthening its customer-centred approach to claims management. The team's achievements were recognised with finalist honours at the 2026 FSC Awards for both Team of the Year and Innovation of the Year for the Claims 3D Tool implemented in partnership with reinsurer, Gen Re. Supporting this success, Raffi was also named an FSC Emerging Trailblazer finalist, recognising his leadership contribution to claims innovation, adviser engagement and customer outcomes.

Seema Bangera, Chief Claims & Operations Officer at Fidelity Life, says Raffi’s appointment reflects both his personal leadership and the strength of the claims capability being developed across the business.

“Raffi has been a driving force behind the progress we’ve made in Claims over the past year. He brings technical depth, strong adviser relationships and a genuine commitment to doing the right thing for customers at some of the most important moments in their lives. His leadership has helped us lift capability, improve consistency and use data and insight in a more proactive, human way. I’m delighted to see him step into the Head of Claims role as we continue building a simpler, stronger and more customer-centred claims experience.” 

Raffi’s broader industry contribution includes delivering claims education to advisers across New Zealand, participating in sector forums and committees, and helping strengthen connections between insurers, advisers, reinsurers and service partners.  Fidelity Life says the appointment also highlights its commitment to growing talent from within. 

Raffi says he is proud to lead a team that plays such a meaningful role in delivering Fidelity Life’s customer promise.

“Claims is where the value of insurance becomes real. I’m incredibly proud of our team and the care, expertise and commitment they bring to customers and advisers every day. My focus will be on continuing to build a claims experience that is fair, transparent, efficient and deeply human. One that gives customers confidence at the moments they need us most.”