Care in action
Compassionate claims, made simple
As one of Australia’s leading life insurers, we understand the real value happens at claim time. When members and employees make a claim, we view it as more than a transaction. It’s a moment that builds trust, and at Zurich, we meet those moments with genuine care.
Supporting thousands with respect, empathy, and action
Our people-first approach ensures we treat everyone with compassion and empathy. That’s why we’re committed to keeping your members and employees informed every step of the way by providing helpful solutions quickly and efficiently. In 2025, Zurich paid $887* million in claims, supporting 7,781 claimants and making a meaningful difference when it mattered most.
Our Claims Promise
We offer meaningful support to help members recover faster, because caring isn’t just what we do - it’s who we are.
* Includes Zurich Group, Retail and Direct claims paid in 2025.
Our people-first approach
Providing cover is just the beginning. Our team of over 550 specialists deliver expert claim support, with care in every moment, and quick responses are our number one priority.
Care at every interaction
We keep members and employees informed, offer help when it’s needed most, and put people at the heart of what we do. By transforming our claims process, we ensure members and employees receive care in every interaction for a truly people-first experience.
The benefits of our claims process:
Dedicated experts guiding each member with care, clarity and empathy
Fast, transparent processes to reduce burden and stress
Average claims line answer time of 9 seconds – offering support when it matters
No medical tests or bloods required for underwriting - simplifying protection for all
Investing in new technology to make lodgement simpler, with quicker assessment outcomes
Digital first, human where it matters
We don’t just cover, we care
Our claims proposition is underpinned by our philosophy and commitment to demonstrating care in every claim.
Dedicated team for member care
Our dedicated team across Zurich Australia Limited, provides expert care and personalised support to meet every member's or employee's needs.
Digital first, human where it matters
Our digital first, human where it matters approach provides the support and care such times deserve.
We treat customers how we would like to be treated
We assess each claim on its merits with guidance from appropriate specialists
We show empathy and respect when customers are medically, financially or emotionally vulnerable
We assess and pay claims in a fair and timely manner
We manage disability claims in a way that supports the customers’ return to wellness
We operate within a clearly defined risk management and governance framework and the highest quality standards
Wellbeing at every step of the journey
We are committed to delivering market-leading health and wellness solutions to members and employees. To do this, we’re helping transform the wellness space so members and employees can stay healthy and get back on their feet faster if the unexpected happens.
Our core support pillars
Supporting members and employees with holistic programs and proactive care.
Recovery and resilience support tailored to individual needs.
Proactive coaching and wellness initiatives help members and employees feel healthier - and stay that way.
Zurich Evolve
Zurich Evolve is a health and wellness offering designed to build the healthiest you. Focused on three building blocks of wellbeing, Body, Mind, and Life, Zurich Evolve helps create a solid foundation for healthy living. Allowing members and employees to feel healthier, more mindful, and more fulfilled every single day.
Talk to us
If you’re a super fund, employer or intermediary considering Zurich for group insurance, we welcome a conversation.
