Retail Life Claims Consultant

Zurich is a leading multi-line insurer that serves its customers in global and local markets. With about 55,000 employees, it provides a wide range of property and casualty, life insurance products and services in more than 215 countries and territories. Zurich's customers include individuals, small businesses, and mid-sized and large companies, as well as multinational corporations.

A new transformational adventure awaits you…

How does 5 weeks of annual leave, a fulfilling career you'll genuinely enjoy, and working for a reputable organization that promotes wellbeing and drives digital transformation sound to you?

As one of Forbes 2024 'World's Best Employers' and Fortune's 'World's Most Admired Companies' for 2025, Zurich - a leader in the insurance industry, is on a journey towards a brighter future… A brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.

Join us on this thrilling journey as we work towards our vision of becoming Australia's leading digital insurer. If you're eager to be part of a values-driven global organisation that's experiencing real growth and transformation, and if you share our commitment to making a tangible difference and taking continuous steps towards a sustainable future for our people, customers, communities, and our planet, then keep reading

About the Claims Concierge

Zurich's Claims business in Australia & New Zealand works with companies of all sizes and across all segments including Retail Life, Group Life, and General Insurance.

Due to an internal promotion, we have a position available as a Claims Consultant in the Claims Concierge team. This team is an extension of the Retail Claims team, and it is our customer's first impression of Zurich Claims.

Our mission is simple - To deliver outstanding support to our customers by delivering a seamless claims experience. First time. Every time.

You will be responsible for helping our customers navigate the claims process, assisting them in lodging their life insurance claims and where appropriate, conduct a phone assessment for Income Protection claims (in lieu of them completing a paper-based claim form). Depending on the complexity of the claim - you will manage the claim to closure, ensuring that you provide a great experience for our customers. In addition, you will also manage Trauma claims

Let's create a brighter future together, let's make a difference

It's important to know, what you do matters. At Zurich, we don't just cover, we care.

In your role, you will be responsible for assessing and managing a portfolio of Retail Income Protection claims, with an opportunity to expand your skills in other areas of Life Insurance claims such as Trauma.

You will manage the claims process and stakeholder engagement from assessment to determination. This includes reviewing policies to determine type, validity, date of risk commencement, quantum of insured benefit, and whether the claim is payable. You will also develop an appropriate strategy for managing each claim and identify and instruct external medical, legal, vocational, and forensic vendors to act on Zurich's behalf.

Additionally, you will have a continuous improvement mindset, identifying and implementing system, process, and procedural improvements within the team. You will help uplift the capabilities of our claims administrators by developing their knowledge and skills across the claims management process.

Important to your success - let's grow together

• Experience in assessing end-to-end claims in either Life Insurance or Workers Compensation.
• Strong customer-centric mindset, with a passion for achieving excellent customer outcomes.
• Demonstrated ability to develop relationships, build rapport, and exhibit empathy.
• Solid knowledge and training in medical terminology or completion of an allied health/medical-based course.
• Exceptional verbal and written communication skills.
• A continuous improvement mindset, coupled with a willingness to learn and grow.
• Allied Health profressionals are also encouraged to apply.

Belong. Zurich is here to support you

There are so many reasons why Zurich is a great place to be and the right choice for you, but here are just a few.

• Enjoy 5 weeks of annual leave for permanent staff through our Z leave initiative, along with 15 days of personal/carer's leave as we empower our people to manage their own wellbeing. Plus, access to Family Care (parental leave).
• Benefit from a hybrid working arrangement - 3 days in the office and 2 days working from home per week for full-time employees.
• Access programs to stay healthy and feel healthier, receive an AUD$500 wellbeing payment per year, and a AUD$295 new starter e-voucher for your work-from-home setup (flex work - hybrid working), along with other great benefits through our Shine portal.
• Grow and thrive in your career with our award-winning training programs. We support and encourage your development because our strength lies in our people, and we value your individuality.
• Work with global, diverse, and inclusive teams; explore your passions, fuel innovation, drive equity, collaborate, and make a positive difference beyond your role.
• Take advantage of global mobility opportunities across more than 200 countries worldwide.
• Volunteer and work in our state-of-the-art Green Star rated offices (when you are in the office) and dress for your day.
• We plant a tree for every new employee.
• Not to mention our various employer of choice awards/memberships - WGEA; Family Inclusive Workplace; Silver AWEI Employer, Pride in Diversity… to name a few.

We could go on, but the main point is that Zurich is a great place to be, where you can truly belong, be yourself, maintain work/life balance, and thrive in a supportive environment.

Zurich is an equal opportunity employer. We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.

So, if you want to come on an adventure that will build a brighter future together, and feel a sense of togetherness, then please apply today to start your adventure