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Zurich appoints Chief Claims Officer


13 June 2023

Zurich Financial Services Australia (Zurich) today announced the appointment of Matt Paterson to the newly created position of Chief Claims Officer (CCO), Australia and New Zealand.

Reporting directly to Chief Executive Officer, Justin Delaney, the Chief Claims Officer will have enterprise-wide responsibilities for all claims teams and functions across Zurich’s Retail Life, Group Life and General Insurance business segments.

Mr Paterson has over 20 years’ experience across customer service, financial services, telecommunications and consulting. Most recently, he was Group Chief Operations Officer for nib, with responsibility for operational contact centres and claims functions across the Group. Earlier in his career, Mr Paterson was awarded the AFR Boss ‘Young Executive of the Year’ (2009) and the Customer Service Institute of Australia ‘Leader of the Year’ (2007).

Mr Delaney said, “I am delighted to have an executive of Matt’s caliber and experience join Zurich. As the only major composite – life and general – insurer in the market, this appointment represents an important structural change to our team and our business more broadly.”

“A positive and efficient customer claims experience is core to our promise as an insurer. Bringing our claims teams together into one collective function provides a unique opportunity to integrate and scale our claims management and service delivery functions.”

“More importantly, with representation on our senior leadership team, claims will have even greater visibility and focus to deliver improved experiences and efficiency for our individual and commercial customers,” Mr Delaney said.

Since 1 January 2022, claims handling and settling has been a fully regulated activity and included in the definition of a ‘financial service’ under the Corporations Act 2001 with an obligation to provide services efficiently, honestly and fairly.

Mr Paterson will be based in Sydney and will commence in the role on 13 June 2023.
 

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Zurich Financial Services Australia is a life insurance, commercial insurance and investments specialist that has been participating in the Australian market since 1920. Since its acquisition of OnePath Life from ANZ in 2019, the company provides life insurance to more than 1.5 million Australian customers under both the Zurich and OnePath Life brands.  Further information about Zurich Financial Services Australia is available at www.zurich.com.au.
 

Zurich Insurance Group (Zurich) is a leading multi-line insurer serving people and businesses in more than 200 countries and territories. Founded 150 years ago, Zurich is transforming insurance. In addition to providing insurance protection, Zurich is increasingly offering prevention services such as those that promote wellbeing and enhance climate resilience.

Reflecting its purpose to ‘create a brighter future together’, Zurich aspires to be one of the most responsible and impactful businesses in the world. It is targeting net-zero emissions by 2050 and has the highest-possible ESG rating from MSCI. In 2020, Zurich launched the Zurich Forest project to support reforestation and biodiversity restoration in Brazil.

The Group has about 60,000 employees and is headquartered in Zurich, Switzerland. Zurich Insurance Group Ltd (ZURN), is listed on the SIX Swiss Exchange and has a level I American Depositary Receipt (ZURVY) program, which is traded over-the-counter on OTCQX. Further information is available at www.zurich.com.