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Zurich appoints chief claims officer

By Keith Ford
3 minute read

Zurich Financial Services Australia has appointed a chief claims officer for Australia and New Zealand.

The insurer announced that it has appointed Matt Paterson to the newly created position of CCO, Australia and New Zealand. He will be based in Sydney and commenced in the role on 13 June 2023.

Mr Patterson will report directly to chief executive Justin Delaney and will have enterprise-wide responsibilities for all claims teams and functions across Zurich’s retail life, group life, and general insurance business segments.

With more than 20 years of experience, Mr Patterson was most recently group chief operations officer at nib, with responsibility for operational contact centres and claims functions across the group.

Mr Delaney said: “I am delighted to have an executive of Matt’s calibre 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.”

This is the latest in a string of high-level appointments at the insurer in recent months. In November 2022, Zurich announced the appointment of new chief information officer Deepak Budhiraja.

Hilary Bates, chief operating officer, Zurich Australia and New Zealand, said: “Deepak brings an impressive breadth of international experience to this role, including a strong capability in formulating digital roadmaps and a passion for innovation and customers.

“We very much look forward to Deepak joining in the new year and welcoming him as a key member of the local Zurich team.”

In January this year, the firm named Geoff Summerhayes as chair, in addition to Noel Condon and Mary Waldron as independent non-executive directors.

Commenting on his appointment, Mr Summerhayes said: “I am delighted and honoured to take on this new role. Zurich occupies a unique position as a composite — life and general — insurer and my focus as chair will be to continue to work with our executive team, led by chief executive Justin Delaney, as we evolve Zurich’s proposition and operations for the benefit of our customers and employees.”