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Zurich claims 2022

At Zurich, we truly understand the significance of paying a claims and the impact it has on supporting our customers financially, emotionally and mentally when they are facing difficult times. We are proud of the care and empathy we provide to every customer, with an unwavering focus towards their unique needs and providing them with the support they deserve.

In 2022 Zurich Retail life paid more than $390 million in life insurance claims to 2,797 customers, which gives you the confidence that if things go wrong, we will be there.

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Information about the claims we paid with OnePath and the support we provide our customers (for Adviser use).

At Zurich and OnePath, we truly understand the significance of paying a claim, whether it be in Life Insurance or General Insurance we know the impact it has on supporting businesses and our customers financially, emotionally and mentally when they are facing difficult times. We are proud of the care and empathy we provide to every customer, with an unwavering focus towards their unique needs and providing them with the support they deserve.
 

In 2022 we paid a total of $1.30 billion in life insurance claims to 11,813 customers (32 claims per day) and accepted 92% of all claims.
 

We are passionate about our expert and dedicated claims teams and aspire to go above and beyond by enabling our people with technology, education and training so they can deliver a service that adds genuine value to customers when they need support the most. It is amazing to see the values and our people’s passion in providing our customers with time, empathy and meaningful human connections during the claims process as they brave their health challenges. In fact, we were awarded the 2022 Claims Team of the Year by Beddoes Institute and the FAAA, recognising the hard work and dedication of our claims teams. 1

From a claims administration perspective – we have invested heavily in our digital technology and innovation capabilities. These enhancements now automate many of the repetitive administrative tasks associated with claims processing and rehabilitation services. We can now complete these tasks significantly faster and with more accuracy, providing improvements in response time to customers and importantly reducing the burden of paper-based forms and friction filled processes. Innovation has enabled our people to have more time to build meaningful relationships with customers.

Understanding the health needs of our customers is important to us. To reinforce this commitment we have a dedicated internal rehabilitation and Health Services team - allowing us to partner with customers across their health journey from staying healthy to feeling healthier. A shift to preventative health is particularly important in the claims space as it allows  us to detect early onsets of serious illnesses like cancer, which still remains one of our biggest claims causes – making up 60% of our retail trauma claims. With our dedicated teams we have the tools and resources available should customers need to submit a claim.

Our claims data also highlights an increase in our Total Permanent Disability (TPD) payments since 2021 across Zurich and OnePath Retail – with the largest proportion of this being for Musculoskeletal (accidents, injuries, fractures) and mental health conditions. We are seeing an impact of COVID-19 on our customers being unable to work due to long covid symptoms, delays in waiting for elective surgery or for those with suppressed immune systems, having difficulty being exposed in the community due to risk of infections.

Additionally, we are seeing the impact on mental health for Australians, which is leading to more claims. Providing dedicated mental health support and access to long-term care is essential, and we are committed to continuing to provide this throughout our customers’ whole health journey, should they need to make a claim. We partner with specialists within this field such as Mindstar and provide Mental Health Coaching Programs if a customer requires such support. 

Despite having one of the highest vaccination rates in the world, with approximately 97.6% of the population aged 16 and over being fully vaccinated2, the impact of COVID-19 continues to be felt in Australia, both mentally and physically. We are proud that as an industry we have come together and taken several steps to support customers and the broader community during these challenging times. From offering financial support to customers, extending coverage to include COVID-19 related illnesses and deaths, to providing mental health support, we are continually working on ways to protect our customers that are most impactful and relevant to this changing world.

Everything we do is designed to help our customers and their families become financially secure. We are here to help and settle claims as efficiently as possible. Together we make a difference to the lives we support.

 

Matt Paterson

Chief Claims Officer,
Zurich Financial Services

 

1 https://www.afa.asn.au/news/media-release/winners-of-the-afa-life-company-of-the-year-awards-2022-announced

2 Department of Health and Aged Care, sited March 2022. Vaccination numbers and statistics, https://www.health.gov.au/our-work/covid-19-vaccines/vaccination-numbers-and-statistics#total-national-doses

Customers we supported by claim type Death and Terminal Illness Income Protection Trauma and Health events Total and Permanent Disablement 2,797 Customers we supported by claim type Trauma and Health events Total and Permanent Disablement Death and Terminal Illness Income Protection 2,797
Male 0 20 40 60 80 100 39% Musculoskeletal‡ 20% Cancer 14% Mental Health condition 10% Cardiovascular 17% Other† Female 36% Cancer 20% Musculoskeletal‡ 15% Mental Health condition 9% Neurological 20% Other* 0 20 40 60 80 100 Top causes of claim Musculoskeletal includes: Accidents, Injuries, Fractures. | †Other leading male causes: Neurological, Autoimmune, Infection. * Other leading female causes: Cardiovascular, Gastrointestinal, Infection. Top causes of claim Male Female 0 20 40 60 80 100 Musculoskeletal includes: Accidents, Injuries, Fractures. Other leading male causes: Neurological, Autoimmune, Infection. *Other leading female causes: Cardiovascular, Gastrointestinal, Infection. 39% Musculoskeletal‡ 20% Cancer 14% Mental Health condition 10% Cardiovascular 17% Other† 0 20 40 60 80 100 36% Cancer 20% Musculoskeletal‡ 15% Mental Health condition 9% Neurological 20% Other†

Death and Terminal Illness

Million AUD – largest death claim paid Average age of customer with a Death or Terminal Illness claim Youngest death claimant Percent of the total customers we supported were for Death and Terminal Illness 0.0 00 00 00 Million AUD – largest death claim paid Youngest death claimant Average age of customer with a Death and Terminal Illness claim Percent of the total customers we supported were for Death and Terminal Illness 0.0 00 00 00
We supported customers with Death and Terminal Illness claims 372 Total claims we paid $143,249,102 .54 Male total claims $108,563,785 .48 Female total claims $34,685,317 .06 Male customers 0 Female customers 0 We supported 372 customers with Death and Terminal Illness claims Total claims we paid $143,249,102 .54 Male total claims $108,563,785 .48 Male customers 0 Female total claims $34,685,317 .06 Female customers 0
0 20 40 60 80 100 0 20 40 60 80 100 42% Cancer 18% Cardiovascular 8% Respiratory 7% Infection 25% Other† 39% Cancer 20% Cardiovascular 12% Neurological 6% Infection 23% Other† Male Female Top causes †Other leading male causes: Neurological, Mental Health condition, Accidental death. | *Other leading female causes: Mental Health condition, Respiratory. <25 25–35 36–50 51–65 66+ 1 6 203 131 31 Customers we supported by age Male Female 0 20 40 60 80 100 0 20 40 60 80 100 ‡Musculoskeletal includes: injuries and fractures. †Other leading males causes: Cardiovascular, Eye condition, Autoimmune. *Other leading female causes: Cardiovascular, Respiratory, Ear condition. Top causes 42% Cancer 18% Cardiovascular 8% Respiratory 7% Infection 25% Other† 39% Cancer 20% Cardiovascular 12% Neurological 6% Infection 23% Other†

Income Protection

Average age of customer currently on Income Protection claim Percent of the total customers we supported were for Income Protection Average age of a female with breast cancer who made an Income Protection claim Musculoskeletal conditions were the leading cause of Income Protection claims 0.0 00 00 Average age of customer currently on Income Protection claim Percent of the total customers we supported were for Income Protection Average age of a female with breast cancer who made an Income Protection claim Musculoskeletal conditions were the leading cause of Income Protection claims 0.0 0 00
We supported customers with Income Protection claims 1,935 Total claims we paid $143,249,102 .08 Male total claims $108,563,785 .43 Female total claims $34,685,317 .65 Male customers 0 Female customers 0 We supported 1,935 customers with Income Protection claims Total claims we paid $143,249,102 .08 Male total claims $108,563,785 .43 Male customers 0 Female total claims $34,685,317 .65 Female customers 0
0 20 40 60 80 100 0 20 40 60 80 100 51% Musculoskeletal‡ 18% Mental Health condition 12% Cancer 6% Cardiovascular 13% Other† 29% Musculoskeletal‡ 22% Cancer 22% Mental Health condition 9% Neurological 18% Other* Male Female Top causes ‡Musculoskeletal includes: Accidents, Injuries, Fractures. †Other leading male causes: Neurological, Autoimmune, Gastrointestinal. | *Other leading female causes: Cardiovascular, Gastrointestinal, Autoimmune. <25 25–35 36–50 51–65 66+ 1 125 20 995 794 Customers we supported by age Male Female 0 20 40 60 80 100 0 20 40 60 80 100 ‡Musculoskeletal includes: Accidents, Injuries, Fractures. †Other leading male causes: Neurological, Autoimmune, Gastrointestinal. *Other leading female causes: Cardiovascular, Gastrointestinal, Autoimmune. Top causes 51% Musculoskeletal‡ 12% Cancer 18% Mental Health condition 6% Cardiovascular 13% Other† 29% Musculoskeletal‡ 22% Cancer 22% Mental Health condition 9% Neurological 18% Other†

Total and Permanent Disablement (TPD)

Million AUD – largest Total and Permanent Disablement claim paid Average age of customer with a Total and Permanent Disablement claim Youngest Total and Permanent Disablement  claimant Percent of the total customers we supported were for Total and Permanent Disablement 0.0 00 00 00 Million AUD – largest death claim paid Youngest death claimant Average age of customer with a Death and Terminal Illness claim Percent of the total customers we supported were for Death and Terminal Illness 0.0 0 00 00
We supported customers with Total and Permanent Disablement claims 160 Total claims we paid $143,249,102 .51 Male total claims $108,563,785 .93 Female total claims $34,685,317 .58 Male customers 0 Female customers 0 We supported 160 customers with Total and Permanent Disablement claims Total claims we paid $143,249,102 .51 Male total claims $108,563,785 .93 Male customers 0 Female total claims $34,685,317 .58 Female customers 0
0 20 40 60 80 100 0 20 40 60 80 100 35% Musculoskeletal‡ 21% Cancer 17% Mental Health condition 14% Neurological 13% Other† 41% Cancer 20% Musculoskeletal‡ 15% Mental Health condition 11% Neurological 13% Other* Male Female Top causes ‡Musculoskeletal includes: Accidents, Injuries, Fractures. †Other leading males causes: Cardiovascular, Eye condition, Autoimmune. | *Other leading female causes: Cardiovascular, Respiratory, Ear condition. <25 25–35 36–50 51–65 66+ 0 11 4 74 71 Customers we supported by age Male Female 0 20 40 60 80 100 0 20 40 60 80 100 ‡Musculoskeletal includes: injuries and fractures. †Other leading males causes: Cardiovascular, Eye condition, Autoimmune. *Other leading female causes: Cardiovascular, Respiratory, Ear condition. Top causes 35% Musculoskeletal‡ 21% Cancer 17% Mental Health condition 14% Neurological 13% Other† 41% Cancer 20% Musculoskeletal‡ 15% Mental Health condition 11% Neurological 13% Other†

Trauma and Health Events

Million AUD – largest Trauma claim paid Youngest Trauma claimant Average age of customer with Trauma and Health claim Percent of the total customers we supported were for Trauma and Health 0.0 00 0 0 Million AUD – largest Trauma claim paid Youngest Trauma claimant Average age of customer with Trauma and Health claim Percent of the total customers we supported were for Trauma and Health 0.0 00 00 0
We supported customers with Trauma and Health claims 330 Total claims we paid $143,249,102 .59 Male total claims $108,563,785 .22 Female total claims $34,685,317 .37 Male customers 0 Female customers 0 We supported 330 customers with Trauma and Health claims Total claims we paid $143,249,102 .59 Male total claims $108,563,785 .22 Male customers 0 Female total claims $34,685,317 .37 Female customers 0
0 20 40 60 80 100 0 20 40 60 80 100 54% Cancer 30% Cardiovascular 7% Neurological 3% Musculoskeletal‡ 6% Other† 77% Cancer 6% Neurological 5% Cardiovascular 5% Musculoskeletal‡ 7% Other* Male Female Top causes ‡Musculoskeletal includes: Accidents, Injuries, Fractures. †Other leading male causes: Eye condition, Mental Health condition, Gastrointestinal, Respiratory. *Other leading female causes: Gastrointestinal, Urogenital tract, Mental Health condition. <25 25–35 36–50 51–65 66+ 2 19 12 186 111 Customers we supported by age Male Female 0 20 40 60 80 100 0 20 40 60 80 100 ‡Musculoskeletal includes injuries and fractures. †Other leading male causes: Eye condition, Mental Health condition, Gastrointestinal, Respiratory. *Other leading female causes: Gastrointestinal, Urogenital tract, Mental Health condition. Top causes 54% Cancer 30% Cardiovascular 7% Neurological 3% Musculoskeletal‡ 6% Other† 77% Cancer 6% Neurological 5% Cardiovascular 5% Musculoskeletal‡ 7% Other*

Take a look at our 2022 interactive claims chart for Zurich Retail Life Insurance.

Claims stories and testimonials

 

It’s amazing what insurance can do. I spoke with my client before the weekend and they are so grateful for your work in getting this claim paid. I admire your diligence and that you did everything you said you would do.

As an adviser, it is so critical for us to keep our clients mindset in place in what is always a very difficult time financially and personally for them.

Zurich Adviser


 

Thank you so much for your prompt assessment and payment. I write this note with a heavy heart, acknowledging that my life is coming to a full circle with my diagnosis. 

However, my heavy heart is made lighter knowing that my family’s financial burden is partially taken care of. 

I thank you for the no fuss, no hard sell policy over these years with your company. Thank you kindly.  

Zurich Customer


 

I would like to thank Aisha for all of the support, kindness and empathy she has shown for my son. We thought we had lost him in the car accident and Aisha was kind with her time and was more of a friend to us than an insurance assessor. 

She was a breath of fresh air and we really do appreciate what she has done for our family.

Zurich Customer


 

Your genuine concern and empathy when talking either on the phone or over emails was absolutely amazing. 

At a time when I’m very vulnerable both mentally and physically, knowing I could talk to someone who understands this was incredibly reassuring. 

I cannot thank you enough from myself and my family, having this opportunity to move forward without the anxiety of an unsure future is priceless.

Zurich Customer


 

Thank you for the wonderful news, my client and her partner will be greatly relieved.

You have done a great job to turn the decision around promptly and I really appreciate it.

Zurich Adviser


 

I just wanted to thank you for all your work you did to get my payments approved. 

This will change my life. 

I truly am very grateful for how you treated me in the process without causing me any stress. It really means so much. Thank you again for being so respectful and kind.

Zurich Customer


Hear from our claims staff tell their stories

Leveraging our internal health expertise

At Zurich, we have a dedicated Health Services department, which comprises of internal medical experts with diverse areas of specialisation to support our customers from prevention to recovery. This team collaborates closely with our claims assessors, providing them with ongoing medical expertise, training, coaching, and opinions.

Our internal doctors can communicate with treating doctors and other healthcare providers to gain a thorough understanding of complex medical conditions. This allows us not only to assist our claims assessors but also to provide tailored health support solutions that may include services from our in-house rehabilitation team.

Partnering with our customers to help them feel healthier through personalised solutions, educational material or rehabilitation programs is important to us. We understand that healthy people lead to healthy communities and a healthy planet.


Supporting our customers with return to health and work

Returning to work after a serious injury or illness can be challenging and a safe return to work is important.

Our team collaborate with customers and their treating medical professionals to find the best specialised service just right for them. This may include an onsite work assessment, the creation of a return-to-work program with their employer, help with job seeking, funding for retraining or specialised equipment to name just a few.

At any point on their health journey, we can provide practical care that makes a difference.

We’ll be there when they need us most, providing value beyond cover.


Working with our partners

We partner with a range of expert providers who are skilled in getting people back to work or good health after an injury or illness. Offering support across physical health and mental health such as:

Physical health
  • Cancer Support Program
  • Exercise Program
  • Fatigue Management Program
  • Pain Management Program
Mental health
  • Mental health coaching
  • Grief support


Learn more about
our support services

Read our return
to work brochure

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 June 2023. 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 2022. 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.