Rebuild with confidence

Committed to delivering on the promise we make

At Zurich we understand that life insurance is a promise. We strive to honour that promise and make a real difference to the lives of our customers and their loved ones during challenging times.

In 2021 Zurich paid over $354 million in Life Insurance claims to 2,801 customers, which gives you the confidence that if things go wrong, we will be there.

Read our latest claims brochure with information about the claims we paid (for Adviser use).

Take a look at our 2021 interactive claims chart for Zurich Retail Life Insurance.

Death and Terminal Illness

When a customer learns they have a terminal illness or there has been a loss in the family, this can be a frightening experience and there is no wrong way to feel. To ease some of the stress that comes with the news, our teams are here to help - we’ll take care of the claim as quick as possible whilst ensuring we are empathic and supportive.

Income Protection

A customer need for income protection is greater than ever. As we entered a new era of income protection in 2021, Zurich took the opportunity to revisit the core customer needs - and adviser challenges - in this vital category. Our new product solution was designed with the future in mind, with a focus on simple product design, and more stable and affordable pricing. Find out more about ‘Zurich Income Safeguard’ 

Total and Permanent Disability (TPD)

Our TPD insurance provides a range of protection in the event a customer suffers an illness or injury which may totally and permanently prevent them from working again. It gives them the confidence to take a step back from life’s pressures knowing they have made plans to financially protect their family during a challenging time.

Trauma and Health Events

Trauma affects the physical and emotional wellbeing of millions of Australians. Studies suggest that up to 75% of Australians will experience a potentially traumatic event at some point in their lives1. This is a staggering amount. With their experience and professionalism, you can be certain that our claims teams treat every trauma and health event claim with care, compassion and commitment.

Claims stories and testimonials


Up to last year I was still working full time and on weekends bush hiking with my partner. I had no idea anything was wrong – no red flag symptoms at all and for the record, a non-smoker non-drinker, healthy diet and no family history.  One afternoon I began to feel really sick - that night I developed high fevers and right-sided pain. I took myself off for an ultrasound a few days later thinking gallbladder infection, only to have the radiologist come in to say there were multiple liver lesions and he would CT scan it immediately. The CT scan reported innumerable cancers metastasized in the liver.

That started my journey – scans, blood tests, biopsies, scopes. Stage 4 incurable colon cancer is what was found. The initial prediction was 6 months with no treatment, an average of 13 months with treatment, and the hope of being an ‘outlier’ with a longer survival.

Being a specialist Doctor and working with sick people in a hospital, I can honestly say I did not take my health for granted but nothing really prepares you for living in a sick body after you are used to being healthy and strong. Facing a terminal illness has so many consequences especially for one’s family – fortunately, my 3 children are no longer little, but they and my husband still will have a lot to deal with when I die and part of that is where the Zurich team comes in, as financial hardship will not be one of them. I have had the benefit of income protection and I cannot tell you how wonderful it is to know that there will be money to help my boys with future education costs and housing costs etc.

When we switched to Zurich, we did not think we would ever really need Life Insurance, so much so that at one point, we seriously considered cutting back. Thank goodness we had received some great advice and didn’t, as we needed the benefits the very next year.

Zurich have been there for me when I needed them and fully delivered on the policy promises. I can now assure others that life insurance and income protection are not a waste of money. I am grateful that I don’t have financial burdens or concerns as it has given me time to concentrate on what’s much more important in life and that’s spending time with my family. 

Zurich Customer


Thanks so much for your phone call today letting me know that my claim has been accepted. I have been so impressed with how efficient you are and how easy you have made everything for me.  Never did I think this would happen to me.

I would also like to use this opportunity to say thanks to everyone involved with my care. There is kind of a weird feeling you get when you make a claim, but everyone who has dealt with me has been professional and supportive and I am so grateful for that.

Please feel proud as a company for the work you are doing – it is making a difference for all of us. 

Zurich Customer


You never know what’s going to happen in life that affects your ability to earn. Running my own successful electrician business for the last 4 years and raising a family is something I am proud of, but I have learnt these things can be taken away from you so quickly. Being confident in what I do, I took on larger and larger contracts and I suddenly realised it was just too overwhelming with what was expected of me. Before I knew it, I was burning out, I was exhausted, the constant pressure to work and deliver to a certain standard for my clients was unachievable. I began to have tremendous feelings of stress, anxiety and then depression kicked in which not only affected me, it affected my ability to work and my family.

Thanks for all your help, advice and ongoing financial support I have received since my claim, and thanks for referring me to my Rehabilitation officer Nadene. I have already spoken to her quite a few times and she, along with my treating doctor, has already given some practical guidance and advice to leverage some of the pressure and stress re; returning to work plan. I know I am not there yet and have a journey in front of me, but I am thankful for all the genuine help that has been provided to me so far. I don’t know if running a business is something I want to do in the longer term, but I know I want to get back to work and with your help, anything is possible. 

Zurich Customer


Many thanks for your assistance in getting this very important insurance claim approved and finalised for Jason and his family.  I know this has removed a massive amount of stress and anxiety for him.

Since Jason had his stroke a few months ago, I have been in touch his wife Linda every few days. They have their ups and downs which is understandable.  Being a healthy and active 48 year old, it never crossed their mind it would happen to them, and because of the lack of symptoms and warning signs when Jason had his stroke, they are both still in a bit of shock.

This isn’t a quick healing process for Jason and the family but it is important you know you have played a pivotal role in supporting them through this time . They are only just learning the long terms affects of what has happened so I am grateful for your efforts and time.  

Thanks again for your assistance – this one was important!

Financial Adviser


Claims customer feed

May 2022

Zurich customer
Thank you for your empathy & compassion with my recent claim. You always listened, had good attention to detail, acted professionally, efficiently and in a timely manner.

Zurich customer
Zurich staff have always been courteous and professional and always interested in my wellbeing.

Zurich customer
Beatrice was very competent, provided timely communication. She was just wonderful and made me feel like she cared about my case, I’m not just a number or an application to assess.

Zurich customer
I couldn’t ask for more - communication, helping with any queries, offering emotional support, showing understanding, and being available to take calls. Thank you.

April 2022

Zurich customer
Thanks to everyone involved with my care. There is kind of a weird feeling you get when you make a claim, but everyone who has dealt with me has been professional and supportive and I am so grateful for that.

Zurich customer
I am so grateful for Zurich’s support, they have been there for me when I was going through some of the toughest and darkest times of my life.

Zurich Adviser
That is AWESOME NEWS!! Thanks so much for your hard work and persistence to get this finalised – much appreciated.

This general information does not take into account the personal circumstances, financial situation or needs of any person. This page is intended for the general information of licensed financial advisers only and is dated April 2022. The information collected is given in good faith and is derived from sources believed to be accurate as at this date, which may be subject to change. Whilst the names have been changed to protect individual claimants, case studies used are based on the actual circumstances of claimants. They are for illustrative purposes only, and claims will be assessed based on the specific circumstances of each individual case. Unless otherwise shown, figures are drawn from Zurich and OnePath claims experience 2021. It should not be considered to be a comprehensive statement on any matter and should not be relied on as such. You should consider these factors, the appropriateness of the information and the relevant Product Disclosure Statement (PDS) and Target Market Determination (TMD), if applicable, before making any decisions or recommendations.