Zurich Leadership Team

Hilary Bates

Chief Claims and Operations Officer, General Insurance, Australia and New Zealand


Hilary leads a team of professionals that are dedicated to delivering operational excellence and outstanding customer service.

Hilary joined Zurich in August 2016. Throughout her career, Hilary has held senior claims management roles with a track record of delivering on customer, people, financial and transformation objectives.  She has a depth of technical knowledge across first and third party claims, and is experienced in the management of operational teams.

Hilary started her career in private practice working within insurance, risk management and litigation practice groups, before moving to work directly in insurance in 2004. Hilary worked in the USA for seven years gaining valuable and varied experience across complex claims and senior claims management roles, before returning to Australia in 2013.

Hilary holds a Bachelor of Arts (Archaeology), Bachelor of Laws (Honours), and Master of Laws from the University of Sydney and is admitted to practice law in New South Wales.

With close to 20 years working in the insurance industry, Hilary is passionate about business transformation and delivering on the promise to Zurich’s customers.

Hilary Bates