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About the Role

As a Claims Consultant within the Retail Life business, you will assess and manage a portfolio of Retail Income Protection claims with fairness, empathy, and professionalism. Your work will contribute to timely, accurate decisions that help deliver certainty to customers during challenging life moments. You will also have the opportunity to expand your skills in other areas of Life Insurance claims such as TPD, Trauma, and Terminal Illness.

Responsibilities

Manage the end-to-end claims process with a proactive and customer-focused approach.
Analyse medical, financial, and policy information to make fair and timely claim decisions.
Communicate clearly with customers and stakeholders to keep them informed throughout the process.
Build positive relationships with internal teams and external providers to support better claim outcomes.
Prepare accurate documentation and maintain high-quality file management.
Identify opportunities to improve claims processes and support continuous enhancement.
Uplift the capabilities of our claims administrators by developing their knowledge and skills across the claims management process.

Requirements

Experience with end-to-end assessment of retail income protection claims.
A background in workers’ compensation or injury management is also relevant.
Understanding of life insurance policies, products, and regulatory requirements.
Ability to interpret medical, legal, and financial information to support decision-making.
Strong written and verbal communication skills across diverse audiences.
Proven ability to manage competing priorities and maintain accuracy under pressure.
Proficiency with claims systems, documentation processes, and digital tools.
A commitment to continuous improvement.

Skills

Empathy
Sound judgment
Calm, organised approach
Collaboration
Clear communication
Delivering a genuine human experience

Location

Hybrid

Work Type

Hybrid
Full-time

Benefits

5 weeks of annual leave for permanent staff
15 days of personal/carer’s leave
Family Care (parental leave)
Hybrid working arrangement – 3 days in the office and 2 days working from home per week for full-time employees
Access to programs to stay healthy
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
Plant a tree 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 for our people, customers, communities, and our planet.
WGEA
Family Inclusive Workplace
Gold AWEI Employer
Pride in Diversity

Equal Opportunity

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.