Introducing Tracey Quang Ip

We are excited to introduce Zurich’s Head of Group Claims, Tracey Quang Ip. 

Congratulations on your new role as Crew Lead for Group Insurance Claims. What has been the most exciting part of your role so far?

Thank you! We’re on a really exciting journey to become Australia’s leading digital insurer and our new ways of working is something that I’m really excited about.

I’m passionate about making the claims process as simple and easy as possible, so that we can provide certainty for our customers sooner.

Working in an agile structure with a dedicated continuous improvement and IT squad really allows us to move the needle on focussing on innovation and making changes to our existing processes and digital platforms quicker, so our customer teams can focus on doing what they do best – supporting our customers in their time of need.

How did your career path steer you into the insurance industry?

As with most others working in claims, I fell into insurance after completing an Allied Health degree and have spent the last 15 years in Claims across a few insurers. Through this time, I’ve been given the time and space to grow across multiple roles, and for the past 10 years have been in a leadership role at Zurich. This is definitely the longest I’ve stayed at any one company, which is testament to the answer in the next question!

What do you enjoy the most about working at Zurich?

Definitely the people and the culture!

I’m incredibly proud of the team that I lead at Zurich – we’re a team that will roll up our sleeves to help each other out without ego, that likes to have a laugh and a bit of fun, but we’re also incredibly hard working and committed to doing the right thing for our customers.

From a wider Zurich lens, the opportunity to grow and be challenged is also something that I love, as well as the flexibility offered by a supportive employer that has allowed me to balance both family commitments by working remotely overseas and a busy work schedule.

What do you see as the biggest growth opportunities and challenges for group insurance in the next 12 months?

The opportunity to digitise, personalise and simplify – I think there is a real opportunity in the group insurance space to grow our customer base: to educate and engage customers to take out the right cover for them through personalisation and making the cover relevant to their needs, and from a claims perspective, an opportunity to streamline the process and make it easier for customers to claim.

The challenges we have continued to face as a wider insurance industry I think will remain – which continue to be a changing marketplace and evolving legislative changes.

Why do you think Zurich has been fairing so well during these uncertain times?

We have real clarity and purpose on what is important to us; this anchors us in uncertain times – our teams understand that our customers are our number one priority, and as a business we have a clear roadmap of who we want to be, things we want to improve on and work that needs to be done.

Do you have a mentor or someone who inspires you?

I’ve been very fortunate to have met some incredibly strong leaders in my career so far – from whom I’ve not only had the privilege of being mentored formally or informally by, but some of whom have gone on to becoming close friends that I see often.

Each mentor has inspired me in some way, shape or form and each has provided a different perspective – some have nurtured a sense of curiosity and creativity, some a growth mindset, but more recently, one has impressed upon me the power of vulnerability and storytelling; which has served me well particularly in times of leading through change and uncertainty.