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About the Role
As a Claims Manager, internally referred to as a Claims Advisor, you will play a key role in shaping the customer experience for Zurich's new personal home insurance market entry. You will manage end-to-end home claims, support customers during challenging times, and contribute to Zurich's ambition to lead in digital insurance and customer experience.
Responsibilities
- Manage a portfolio of home insurance claims from lodgement through to resolution, ensuring a smooth and timely customer journey.
- Deliver a consistently high-quality and empathetic claims experience that supports customers when they need it most.
- Assess coverage, liability and claim outcomes in line with policy wording, regulations and Zurich’s claims philosophy.
- Coordinate and engage suppliers and external experts to support effective claims assessment and resolution.
- Maintain accurate documentation and file notes to support compliant and defensible decision making.
- Identify opportunities to improve processes, support vulnerable customers and minimise loss across the claims lifecycle.
Requirements
- Experience in home and contents or property claims within general insurance.
- Understanding of claims handling practices including assessment, settlements and supplier management.
- Knowledge of relevant legislation and industry standards such as the General Insurance Code of Practice.
- Strong communication skills with the ability to explain decisions clearly and effectively.
- Ability to manage multiple priorities while maintaining a high level of accuracy and attention to detail.
- A collaborative approach with a willingness to learn and grow within a dynamic claims environment.
Skills
- Customer-focused
- Proactive
- Calm under pressure
- Empathetic
- Collaborative
- Accountability
- Continuous improvement mindset
- Communication skills
- Attention to detail
Location
- Sydney time
Work Type
- Hybrid working arrangement – 3 days in the office and 2 days working from home per week for full-time employees.
Experience Level
- Claims Manager
- Claims Advisor
Benefits
- 5 weeks of annual leave for permanent staff through Z leave initiative
- 15 days of personal/carer’s leave
- Access to Family Care (parental leave)
- AUD$500 wellbeing payment per year
- AUD$295 new starter e-voucher for work-from-home setup
- Award-winning training programs
- Global mobility opportunities across more than 200 countries worldwide
- Volunteer opportunities
- State-of-the-art Green Star rated offices
- Tree planted for every new employee
About the Company
- Forbes 2024 ‘World’s Best Employers’
- Fortune’s ‘World’s Most Admired Companies’ for 2025
- Leader in the insurance industry
- Values-driven global organisation
- Experiencing real growth and transformation
- Committed to making a tangible difference and taking continuous steps towards a sustainable future
- Entering the Australian personal home insurance market
- Expanding existing motor footprint through a partnership with Honey Insurance
- Combining Zurich’s underwriting strength and claims expertise with Honey’s digital-first approach
- Aiming to deliver a faster, smarter and more seamless experience for customers
- Ambition to lead in digital insurance and customer experience
- WGEA
- Family Inclusive Workplace
- Gold AWEI Employer
- Pride in Diversity
Equal Opportunity
- Zurich is an equal opportunity employer.
- 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, please let us know at the time of your application.