How Zurich can support better rehabilitation and recovery outcomes

Welcome, Joula. Can you tell us a little bit about yourself?

Thank you. I’m Zurich’s Claims Wellness and Rehabilitation Manager, where I lead our Rehabilitation team. I’m also a registered psychologist with more than 17 years’ experience in insurance, including seven years with Zurich. I’m passionate about using technology to expand access to support services for members. Outside of work, I’m a mum of two and enjoy books and podcasts. 

What does your day-to-day role involve?

I lead a highly skilled team of allied health professionals who work alongside claims teams, employers and providers to support recovery and return-to-work outcomes for members. My role includes setting the strategic direction for our rehabilitation approach, maintaining high service standards and building strong internal and external partnerships. I also coach my team, review trends and outcomes, and work with business partners to keep evolving our rehabilitation model so it remains evidence-based, innovative and people-focused.

When we talk about ‘holistic rehabilitation’ what does that mean?

Holistic rehabilitation looks beyond medical treatment to support the whole person, including physical health, functional capacity, confidence, work environment and support networks. It starts with early, coordinated conversations to align expectations and create a clear path forward. Rather than waiting for full recovery, we focus on what a member can safely do now, using work as a meaningful part of the recovery process. By also addressing factors such as fatigue, stress, cognitive load, grief and workplace dynamics, Zurich can develop tailored rehabilitation plans that reflect real-life challenges and support more sustainable return-to-work outcomes.

What does early intervention look like and why does timing matter? 

Early intervention means engaging before absence or recovery patterns become entrenched. It can begin with a timely conversation, a short needs assessment or targeted support to remove barriers that could otherwise slow recovery. Timing matters because longer periods away from work can increase the risk of deconditioning, loss of confidence and disconnection from routine. Our early intervention work, including employer-led pilots, has shown that when support is provided early, many members are able to stay at work or return sooner, often avoiding claim escalation.

What early signs suggest a member may need rehabilitation support? 

We look for early indicators that progress may stall without additional support. That might include delayed treatment access, repeated capacity certificates without functional improvement, or uncertainty around work capacity and job demands. 
 
Workplace signals are equally important. We stay alert to psychosocial signs like lowered confidence, distress, or uncertainty about coping. Early rehabilitation support allows us to step in quickly - aligning everyone involved, clarifying the path forward and resolving barriers before they grow. 

How do you work with employers to make workplace adjustments practical and sustainable? 

We start by understanding the realities of the role and the operational environment. From there, we translate health guidance into practical solutions, such as graduated hours, modified duties, task prioritisation or temporary flexibility. We work closely with employers, members and providers to set clear expectations, timeframes and review points. Importantly, we continue to check in and adapt as capacity improves. The focus is always on safety and sustainability. A successful adjustment is not just one that supports a return to work, but one that also builds confidence, progression and ongoing participation without repeated setbacks.

How do you measure success for rehabilitation, beyond return-to-work dates? 

For members, success means feeling genuinely supported throughout recovery, with clear communication, practical guidance and tailored rehabilitation plans that build confidence, capability and independence over time. This supports stronger functional outcomes and a more sustainable return to everyday life and work.

For employers, these outcomes support clearer planning and greater visibility across the claims and recovery journey. Early, proactive support can help reduce workplace disruption, support smoother and more sustainable returns to work, and retain experienced employees. Complex situations can also be managed more effectively, helping minimise delays, costs and operational impact.