Skip to main content

My claim made it possible

Customer Stories | 23 October 2025
A Twist in Transit: How Zurich helped to keep a trusted relationship on track
A six-car carrier rumbled through the suburban streets of Victoria, carrying a red Kia Sportage on the top deck. The route from Tullamarine to its destination was a familiar one, a routine passage through an industrial corridor that usually flowed as smoothly as clockwork. But this trip would end with an unexpected twist.
Read more

At Zurich, we care about our customers and their businesses. We understand how important it is to get back to business quickly and efficiently after a loss.

Our compassionate specialist claims teams support customers and brokers through every step of the process. We want to find solutions that help our customers get back to normal after a claim, so they can focus on running their business.

Last year we paid out over $860 million in claims, helping customers across a range of industries to recover swiftly, with empathy and respect.

Our claims commitment

We're here to do more than provide cover. Our team are experts in offering support and understanding to all our customers in times of need. We treat each customer’s business as if it were our own and are committed to making the claims process as easy as possible.

img
img
img
img
img
img
img
img

In 2025, Zurich paid over

$860 million

in general insurance claims across 66,500 claims.

To us, these are much more than numbers. Behind every claim is a business experiencing challenging times, and we’re proud to be there when needed.

Find out more about our fast-track claims services:

Zurich Repair Network Priority Settlement Service

Understanding our claims data

We process a variety of claims, which reflects our customers’ diverse business needs. Below is a breakdown of the types of business risks we cover and the ways we protect our customers:

Total Claims Paid Motor 43% Property 25% Liability 11% Financial Lines 7% Marine 6% Workers Compensation 6% Accident & Health 1% $901m

Top claims reasons by product

Click on the products below to view the different claims types

Windscreen Damage 27% Hit Stationary Object 12% Hit in Rear 8% Reversing 7% Damaged While Parked 7%
Theft 8% Storm 5% Accidental damage 4% Malicious acts 3% Burglary 3%
Impact or damage 47% Falls 17% Faulty product or faulty 
workmanship 11% Asbestos or dust diseases 6% Water 6%
Muscular stress while
handling objects 18% Falls on the same level 11% Being hit by moving objects 9% Falls from a height 6% Hitting stationary objects 5%
Breakage incl. handling damage 22% Impact or falling off of load 5% Refrigeration Breakdown 2% Total loss of cargo 2% Theft Pilferage 2%
Professional Indemnity Liability 57% Directors & Officers 31% Security and Privacy Protection 6% Financial Institutions Professional Liability 2%

Award-winning claims service

Zurich’s claims team continues to be recognised for excellent customer service, with an average 4.5 stars out of 5 claims rating (claimscomparison.com).

2025 LMI Claims Comparison 4.5 Star Service Rating - Commercial Motor
2025 LMI Claims Comparison 4.5 Star Service Rating - Commercial Packs/ISR
2025 LMI Claims Comparison 4.5 Star Service Rating - Marine
2025 LMI Claims Comparison 4.5 Star Service Rating - Liability
2025 LMI Claims Comparison 4.5 Star Service Rating - Director & Officers

At Zurich, we don't just cover, we care.

Discover the difference today.

Explore Insurance options

❯  Contact our team

Zurich Insurance is available through independent insurance brokers who can assist you to obtain the right cover for your needs.

You can find a broker with the free Need a Broker service or call NIBA* on 1300 53 10 73  

*NIBA is the peak body for professional insurance brokers in Australia.