Tim Kane

Zurich Financial Services Australia (Zurich) has published new analysis showing that while Australia is among the highest‑ranking nations for health system performance and reduced mortality, it faces rising levels of morbidity due to chronic illnesses.

The Zurich Chronic Care Index quantifies health system effectiveness relative to the mortality and morbidity burden of more than 200 chronic illnesses – such as cardiovascular disease, cancer and neurological disorders – across all 38 countries in the Organization for Economic Co-operation and Development (OECD).

Australia ranked eighth overall, characterised by low mortality levels and strong system capacity, outperforming countries such as New Zealand, Japan, Sweden, Canada, the United States and United Kingdom.

While medical advancements are helping Australians live longer, the Index found the nation ranked significantly lower than comparable countries for morbidity, as rising numbers of people are living with long-term illnesses requiring high levels of care.

Tim Kane, Head of Retail at Zurich said: “As one of Australia’s largest life insurers, we see the full spectrum of impacts caused by chronic conditions. People are living longer than ever before, but often with long-term illnesses that significantly impact how they live and work, as well as their financial security.”

“This research provides a valuable benchmark to identify strengths, gaps and potential future strains on Australia’s health system. In turn, insurers and other critical parts of the health ecosystem can develop more meaningful and targeted prevention and early intervention programs focused on improving people’s health, productivity and financial resilience,” Mr Kane said.

The Index identifies Australia’s leading contributors for morbidity as mental disorders (close to one in three people), musculoskeletal conditions (one in five) and neurological disorders (one in ten). In 2025, these three condition categories collectively accounted for close to 60 per cent of claims* at Zurich.

The largest contributor to mortality in Australia was neoplasms (two in five deaths), followed by cardiovascular diseases (around a quarter) and neurological disorders (one in ten).

Read the report.

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Tim Kane

Zurich Financial Services Australia (Zurich) have announced it has upgraded its Adviser Portal with new technology that automates the process of sum insured increases for eligible policies^[1].

Using cloud technology, the Portal can now automatically import all quote and customer details when an adviser requests a sum insured change, removing the need to complete a full new business application.

The enhancement removes the existing need to manually input data, resulting in significant efficiencies for advisers.

Tim Kane, Head of Retail at Zurich said: “Zurich’s Adviser Portal has continually been recognised as a leading solution by advisers. A key reason for this is our ongoing investment in evolving the platform in response to their needs.”

“By removing the manual burden from sum insured changes, which still exists across most other portals industry-wide, advisers can spend less time on admin and more time focusing on their clients’ needs,” Mr Kane said.

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Notes:
[1] Zurich Wealth Protection, Futurewise, Ezicover and Active IP.

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Justin Delaney

Zurich Financial Services Australia (Zurich) has hosted its fourth bi-annual Mental Health Roundtable, attended by key clinical and civil society representatives to discuss trends surrounding mental health diagnosis, treatment and resilience, including the evolving role of life insurance. 

Attendees were presented with new Zurich analysis which quantifies the projected rise and impact of mental health conditions in six countries, including Australia, by 2030.

An in-depth discussion was then facilitated to explore principles and ideas for the reform of disability insurance products, with a view to specifically address current design limitations and unintended consequences for those with mental health conditions.

Justin Delaney, Chief Executive Officer, Zurich said: “After the government, life insurance is the largest financial safety net for Australians with mental health conditions. Our data shows that prevalence is rising, which is putting significant pressure on individuals and their quality of life, informal and formal support networks, and the broader economy.”

“Disability insurance products are an important part of this financial safety net, however, the suitability of these products for people with mental health conditions has become increasingly challenging.”

“As we seek to innovate these products, we recognise the importance of doing so collaboratively. Our recent Roundtable was a great opportunity to collectively explore product re-design possibilities, and understand how any proposed changes could integrate with, or impact, other parts of the mental health ecosystem,” Mr Delaney said. 

Jennifer Keyes, Head of Product Innovation and Mental Fitness Impact, Gotcha4Life said: “Discussions like these are important because they help ensure the needs of people experiencing mental health challenges remain at the centre of any service design or decision-making, and that those decisions are informed by expertise and perspectives from across the mental health ecosystem.”

Michael Marthick, Director of Insurance, Spectrum.Life ANZ said: “Disability insurance has a unique reach into the lives of Australians experiencing mental health conditions. Used well, that’s a platform for genuine support – not just financial protection. Roundtables like this are how we move from good intentions to practical reform.”

Catherine Day, Advisor, It Pays to Care said: “Thank you to Zurich for opening up an important discussion about mental health challenges in Australia through the Roundtable discussion. It provided a valuable opportunity for a diverse group of people to challenge the status quo, share perspectives, and explore new approaches.”

Since its last Mental Health Roundtable in November 2025, Zurich has:

• Introduced a new social support rehab program for claimants who are vulnerable or have a mental health condition;
• Commenced a pilot using a leading mental health telemedicine provider to improve efficiency and specialist access for claimants requiring a psychiatric opinion; and
• Committed to a chronic pain management program pilot which addresses mental health as a pain modifier.

The fourth Zurich Mental Health Roundtable, held in May 2026, was attended by representatives from the Royal Australian and New Zealand College of Psychiatrists, Lifeline Australia, SANE Australia, Gotcha4Life, This Way Up, Bupa, Spectrum.Life and It Pays to Care.

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Justin Delaney

Zurich Financial Services Australia (Zurich) has announced that it has entered into an agreement to acquire ClearView Wealth Limited (ClearView) via a scheme of arrangement.

The proposed acquisition has received the unanimous recommendation of ClearView Directors[1]. If the transaction is implemented, ClearView shareholders will receive cash consideration of A$0.65 per share[2], representing an equity value for ClearView of approximately A$415 million.

ClearView, an ASX-listed entity, is the parent company of Clearview Life Assurance Limited, an Australian life insurer committed to partnering with financial advisers to help Australians and their families achieve peace of mind about their future. As at 30 June 2025, the ClearView group reported A$413 million of in-force premiums.

Justin Delaney, Chief Executive Officer, Zurich Australia & New Zealand, said: “The proposed transaction brings together Zurich’s strong capital foundation with ClearView’s established in-market product and advice relationships and represents a clear opportunity to develop the customer experience and competitive offering in the Australian life insurance market.”

Geoff Black, Chair of ClearView, said: “We believe Zurich and ClearView are highly complementary brands in life insurance and that, if the scheme is implemented, Zurich will be a great custodian to continue delivering ClearView’s ClearChoice product that protects what is most important to Australians.”

Implementation of the proposed acquisition is subject to regulatory approvals and other customary conditions, including ClearView shareholder and court approvals.

The proposed acquisition is currently expected to be implemented around the third quarter of 2026.

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Justin Delaney

Zurich Financial Services Australia (Zurich) has hosted its third bi-annual Mental Health Roundtable, attended by key academic, clinical and civil society representatives to discuss trends surrounding mental health diagnosis, treatment and resilience.

Attendees discussed new analysis conducted by Zurich which quantifies the health resilience of Australian communities, including specific measures of mental health diagnosis prevalence and access to care.

Representatives from Neuroscience Research Australia (NeuRA) and the University of New South Wales (UNSW) presented academic research and the results of a recent clinical trial on the use of emotional regulation and mental health tools for the management of chronic pain.

The forum also explored key mental health trends and correlations within Zurich’s claims data, including challenges and opportunities relating to claims management and product design, with a view to improve customer outcomes.

Justin Delaney, Chief Executive Officer, Zurich said: “We are witnessing a profound increase in the diagnosis and severity of mental illness in Australia. At Zurich, mental health makes up almost a third of claims for some life products and almost half of all Total and Permanent Disability (TPD) claims mention mental health as an associated struggle or secondary issue to the primary claimed condition.”

“Zurich’s Mental Health Roundtables provide an important opportunity for the broader mental health ecosystem to collaborate, exchange views and share data to drive continued progress in addressing some of the significant trends we are seeing.”

“It is also a critical avenue for facilitating the meaningful and ongoing evolution of Zurich’s products and services, ensuring we can continue to protect Australians and play a more active role in prevention and early intervention into the future,” Mr Delaney said

Since its last Mental Health Roundtable in February 2025, Zurich has:

• Piloted three new mental health support programmes for claimants which focus on improving resilience factors such as nutrition and exercise;
• Rolled out new vulnerable customer and empathy training for all claims employees; and
• Added additional mental health specialists to support its claims and underwriting teams.

Chris Gambian, Executive Director, Australians for Mental Health said: “The mental health challenges Australia faces will require us to come together and find solutions in ways we have never done before. I appreciate Zurich’s recognition that openness to new thinking, willingness to listen to diverse perspectives, and creation of spaces for discussion such as this Roundtable, are critical for an effective way forward.”

Nieves Murray, Chief Executive Officer, Suicide Prevention Australia said: “I found the Roundtable provided valuable insights to changes in community behaviour. It was particularly interesting to learn about the increasing prevalence of mental health impacting the ability of people to live a contributing life. As colleagues working in the mental health and suicide prevention sector, the data presented a different and thought-provoking perspective.”

Rheza Tan, Clinical Director, MindSpot said: “Addressing the growing burden of mental ill-health requires genuine collaboration across sectors. Partnerships between insurance, health, and research organisations are essential to driving innovation and delivering meaningful change for Australians.”

Professor Sylvia Gustin, Co-Director, Centre for Pain IMPACT, NeuRA and UNSW said: “Mental health and chronic pain are deeply interconnected and represent a significant global health challenge. In Australia alone, chronic pain affects around 20 to 30 per cent of the population, with many also experiencing co-occurring mental health concerns. Roundtables like this provide an invaluable platform to share diverse scientific, clinical and lived perspectives and to work together towards evidence-based solutions that improve wellbeing and quality of life for those affected.”

Dr Nell Norman-Nott, Clinical Research Fellow, NeuRA and UNSW said: “We appreciated the opportunity to share the successful results of our recent clinical trial on Pain and Emotion Therapy, a new evidence-based approach that focuses on the emotional experience of chronic pain. This Roundtable was an important forum to discuss how this innovative therapy can be translated into clinical practice and made more widely accessible, which we see as the next critical step in improving care for people living with chronic pain.”

The third Zurich Mental Health Roundtable, held in November 2025, was attended by representatives from the Royal Australian and New Zealand College of Psychiatrists, R U OK?, Lifeline Australia, SANE Australia, MindSpot, Suicide Prevention Australia, Australians for Mental Health, Neuroscience Research Australia (NeuRA) and the University of New South Wales (UNSW).

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Justin Delaney

Zurich Financial Services Australia (Zurich) has welcomed the announcement by the Council of Australian Life Insurers (CALI) to formally review the Life Insurance Code of Practice (the Code).

The Code outlines the life insurance industry’s key commitments and obligations to customers on standards of practice, disclosures, and principles of conduct.

Beginning October 2025, the Code review will be conducted by Peter Kell, former Deputy Chair of the Australian Securities and Investments Commission (ASIC) and former Chief Executive Officer of CHOICE.

Justin Delaney, Chief Executive Officer, Zurich said: “The Code plays an important role in holding insurers to a high standard with our customers across the entire process, from how products are designed and sold, through to the claims experience.”

“The decision to review the Code and the industry’s intention that it be registered with the regulator underline’s a commitment to continually improving and achieving positive customer outcomes.”

“Zurich looks forward to working with Mr Kell and the broader industry on this important task and contributing to evolving the critical safeguards the Code provides to customers,” Mr Delaney said.

The Code was first established in 2016 was last revised and updated in July 2023, incorporating several changes across sales, underwriting, premium disclosures, claims, mental health, vulnerable customers, sanctions, clarity on navigating the Code, and the introduction of new enforceable provisions.

Following the review, the new Code is due to be implemented on 1 October 2027.

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Justin Delaney

Zurich Financial Services Australia (Zurich) announced it will relocate its Perth head office and secure branding rights to 140 St Georges Terrace in the city’s CBD from November 2025.

It marks the first time the signage of the 30-story office tower has changed in 50 years and will see Zurich’s Western Australia (WA) operations become more centralised.

Justin Delaney, Chief Executive Officer at Zurich said: “We are incredibly proud to see the Zurich brand become part of the Perth skyline, marking a significant milestone for our business in Western Australia.”

“Our new presence at 140 St Georges Terrace reflects our long-term commitment to the state and our local customers, partners, and people. We look forward to our relocation to the CBD and being a part of the city’s vibrant business community,” Mr Delaney said.

The skyscraper, managed by Centuria Capital Group (Centuria), was constructed in 1975 and was once the tallest office tower in Perth.

Occupying one of Perth CBD’s highest profile locations, it offers best in class facilities including lunchtime fitness classes, conference spaces, concierge services and end-of-trip amenities including bike storage, lockers, showers and change rooms.

Nick Hunt, WA General Manager, Centuria said: “Zurich and Centuria have enjoyed a long-term relationship with the global insurer also being a tenant customer at our purpose-built boutique office complex in Wyatt Street, Adelaide. We warmly welcome Zurich to its new Perth home and look forward to growing our relationship further.”

Zurich has secured an initial seven-year lease across 700sqm on Level 14 of the building.

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Mr Garsin joins from Suncorp where he is currently Head of Home Claims, specialising in complex natural hazards and vulnerable customers. He has more than 20 years’ experience in financial services, including across life and general insurance.

As Zurich’s Head of Claims Excellence, Mr Garsin will be responsible for driving Zurich’s claims strategy and transformation, including the continued investment and implementation of technology to improve customer claims engagement and outcomes.

Matt Paterson, Chief Claims Officer, Zurich said: “I am delighted to welcome Morris to the claims team and look forward to the valuable insights and leadership he will bring.”

“Claims is our moment to deliver on the promise we make to our customers. As Head of Claims Excellence, Morris will be responsible for ensuring we uphold and continually improve Zurich’s customer-centric claims approach, which centres on care and empathy.”

“Morris will also play a pivotal role in accelerating our investment in claims technology, including utilising, where appropriate, Artificial Intelligence (AI), which we are already seeing provide significant benefits across claims management timeframes, vulnerable customer identification and data processing,” Mr Paterson said.

Mr Garsin will be based in Sydney and will commence in the role in August 2025.

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Justin Delaney

Zurich Financial Services Australia (Zurich) has announced new commitments to improve its understanding of mental health conditions, including exploration of a proposed collaborative research project with attendees of its latest Mental Health Roundtable.

Alongside roundtable attendees, Zurich will explore avenues for new research into the drivers of mental illness and resilience to inform improved underwriting, claims and prevention services.

Justin Delaney, Chief Executive Officer, Zurich said: “Zurich is continuing to witness the rising and profound impact of mental health conditions across our diverse customer base, with up to a quarter of applications now including mental health disclosures and more than two thirds of claims relating to mental health conditions for some products.”

The commitment to new research is in addition to several initiatives Zurich has commenced based on feedback from roundtable attendees, including:

• rolling out new mental health and vicarious trauma training for its claims team;
• consulting with the University of Technology Sydney (UTS) to examine the further use of Artificial Intelligence (AI) to better understand the causes and drivers of mental il-health;
• appointing a Head of Health Services to lead Zurich’s medical officers and in-house psychologists to support with mental health claims; and
• updating and expanding its vulnerable customer framework.

“Zurich’s Mental Health Roundtable provides an important opportunity for the broader mental health ecosystem to collaborate, exchange views and share data to drive continued progress in addressing this growing issue.”

“It is a critical avenue for facilitating the meaningful and ongoing evolution of Zurich’s products and services, ultimately ensuring we can provide greater levels of cover to more Australians,” Mr Delaney said.

Belinda Elworthy, Chief Executive Officer, Gotcha4Life Foundation said: “Zurich’s commitment to listening and learning from those with deep and diverse expertise is a positive step towards providing better support for Australians.”

Dr Anna Brooks, Chief Research Officer, Lifeline Australia said: “Lifeline welcomes any collaborative, evidence-based and person-centred steps to improve insurance underwriting, claims and prevention services in the context of mental ill health and suicidal thinking.”

Dr Simon Benson, Clinical Director, Bupa said: “We all have a role to play in addressing mental health challenges facing our community. By combining our real-world experiences, resources, knowledge, and expertise, we can create a more comprehensive and integrated approach to care that meets the changing health and well-being needs of Australians.”

Caitlin Abbott, Health Policy Lead, Mandala said: “Mental healthcare’s changing landscape presents complex economic questions for the insurance and healthcare sectors. Mandala Partners values this opportunity to contribute economic insights that can help providers, insurers, and other members of the health ecosystem navigate these challenges while developing more sustainable models that reflect evolving consumer needs.”

Constituted in July 2024, the Zurich Mental Health Roundtable is a bi-annual forum for Zurich and broader health and civil society stakeholders to share views and experiences on key trends and insights relating to the diagnosis, treatment and prevention of mental health conditions. 

The second Zurich Mental Health Roundtable, held in February 2025, was attended by representatives from Black Dog Institute, Lifeline Australia, Gotcha4Life Foundation, Bupa and Mandala Partners.

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The role is responsible for leading the delivery of health services to customers and members across Zurich’s Retail and Group Life segments, with a focus on supporting their whole health journey across physical, mental, financial and social wellbeing.

Dr Vriens has over 20 years’ experience in financial services across Australia, Asia Pacific and New Zealand. Most recently, he held the position of Vice President, Head of Insurance Technical Services at Manulife Asia, which included responsibility for the Chief Underwriter, Chief Claims Manager and Chief Medical Officer and development of the Asia Health Strategy.

Prior to this, Dr Vriens held several positions at Suncorp, including Chief Medical Officer and Head of Claims in Australia, and Chief Operating Officer and General Manager of its Retail Life Business in New Zealand. 

Dr Vriens said, “As a leading global insurer and one of the largest retail life insurers in Australia, Zurich has a strong reputation for its delivery of health and wellbeing solutions that support customers throughout their health journey.”

“I am delighted to be leading Zurich’s Health Services team, which provides support to several critical areas of the business and plays an important role in driving Zurich’s continued momentum across the prevention and resilience space,” Dr Vriens said.

Dr Vriens will be based in Sydney and will commence in the role on 11 November 2024

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