How care, innovation and expertise are shaping the future of claims at Zurich

Welcome Tracey, can you tell us about your current role at Zurich and how your experience has shaped the way you support members through the claims experience?

As Head of Group Insurance Claims at Zurich Australia, I lead a team dedicated to supporting members, employers, advisers and trustees through some of life's most challenging moments. While my role spans operational excellence, governance and customer outcomes, what motivates me most is knowing that behind every claim is a person seeking clarity, support and confidence for the future.

Working in claims has reinforced that every claim is personal. Whether someone is facing illness, injury or the loss of a loved one, our role is to make the experience easier to navigate, reduce uncertainty and provide support when it's needed most.

I've learned that empathy and expertise go hand in hand. By listening, understanding individual circumstances and communicating with care, we can create better experiences and better outcomes. Ultimately, claims is about delivering on our promise and helping people move forward with confidence and dignity.

What does care in action mean to you in the context of claims, and how does Zurich bring this to life for members, families and partners?

For me, care in action means recognising that a claim is never just a process. It's often a significant life event, and how we respond can make a real difference to someone's experience.

At Zurich, we focus on making the claims journey as simple, transparent and supportive as possible. We keep members informed, reduce complexity and provide access to specialists who can guide them through the process. At the same time, we give employers, advisers and trustees confidence that their people are receiving expert support and genuine care.

What makes me most proud is that our commitment extends beyond assessing and paying claims. We take a holistic approach, supporting members who may be medically, financially or emotionally vulnerable and helping them access the support they need to move forward.

"When life doesn't go to plan, Zurich is there to help. Through compassionate support, clear communication and a commitment to simplifying the claims process, we help people navigate challenging times with confidence and dignity." 

How is Zurich using innovation to improve the claims experience while preserving the human connection members need?

At Zurich, we see innovation as a way to enhance human experiences, not replace them. Our goal is to make the claims journey simpler and more intuitive while ensuring people receive the personal support they need.

We're investing in digital capabilities, automation, data insights and emerging technologies to reduce complexity, improve efficiency and provide greater transparency. These innovations make it easier for members to engage with us and access information when they need it.

At the same time, we know technology cannot replace empathy, judgement or human connection. That's why our approach is digital first, human where it matters most. By streamlining administrative tasks, our claims teams can spend more time listening, understanding individual circumstances and supporting people through challenging times.

The result is a claims experience that combines the convenience of innovation with the reassurance of personalised support.

Looking ahead, how do you hope Zurich's claims approach continues to support members and partners?

The future of claims is about creating experiences that are simpler, more proactive and more personalised. For members, that means reducing uncertainty, providing timely support and helping them navigate life's challenges with greater confidence. For our partners, it means being a trusted claims provider that delivers consistency, transparency and strong outcomes.

Most importantly, I hope we continue to lead with empathy. When people feel understood, supported and treated with care, they're better equipped to move forward through difficult times.

At Zurich, our ambition is not only to help people through challenging moments, but to be a positive force in their recovery, wellbeing and future. By combining innovation, expertise and genuine care, we can continue making a meaningful difference for the members, families and partners who place their trust in us.