Episode 007: From Pilot to Frontier Firm - Westfund's Automation Journey with Maggie Herceg

In this episode of the ADAverse podcast, Shaun Leisegang is joined by Maggie Herceg, Chief Operating Officer and AI Lead at Westfund Health Insurance, to explore how a values-led health insurer turned a single automation pilot into a bold, organisation-wide transformation.

Starting with complex pharmacy claims, Westfund proved just how much impact automation can make - with one milestone moment seeing 225 claims processed in just 19 minutes. That success sparked rapid scaling across five service types (including Massage, Physio, and Acupuncture) and helped redefine how work gets done across teams.

Now, Maggie and her team are laying the foundations for AI Agents, exploring opportunities in member support, reporting, and more - making Westfund a prime example of what we call a Frontier Firm: an organisation leveraging Robots, AI Agents, and People to unlock new levels of performance.

🎧 In this episode, you'll learn:

Why Pharmacy claims were the perfect pilot use case

How Maggie built trust, capability, and momentum from the ground up

The real numbers behind the transformation - time saved, claims processed, and culture shifted

What it takes to move from pilot to platform, and from platform to AI-powered frontier

💥 Bonus: Stick around for the ADAverse Hot Seat where Maggie shares her bucket list wins, book recs, and how she wants to be remembered.

🎯 Perfect for automation leaders, CIOs, health insurers, and change-makers ready to start small, scale fast, and reimagine work.

👉 Join the ADAverse community: ADAverse.com.au

🎧 Listen & subscribe on Spotify or Apple Podcasts