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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Justin Delaney

Zurich Financial Services Australia (Zurich) recently convened the inaugural meeting of its Mental Health Roundtable, a bi-annual forum of key academic, clinical and civil society representatives to discuss key trends and areas for greater collaboration with the life insurance industry. 

Attendees discussed recent developments Zurich has pursued in relation to utilising Artificial Intelligence (AI) to identify key mental health factors. Recent academic research was also presented, together with an exploration of the issues contributing to a growing prevalence of mental health conditions in Australia and factors for driving improved resilience.

The forum also explored mental health-related challenges and opportunities within the life and health insurance sectors, with a view to improve customer outcomes and opportunities for greater collaboration.

Justin Delaney, Chief Executive Officer, Zurich Australia & New Zealand said: “Mental health is obviously a critical issue for individuals, our society and the broader economy. As a leading global insurer and one of the largest retail life insurers in Australia, Zurich continues to witness the rising and profound impact of mental health issues across the breadth of our diverse customer base.” 

“The rich discussion and shared insights from this forum are an encouraging sign. No one wants insurance to be a barrier to individuals seeking and receiving the appropriate advice or care.”

“We hope and expect this bi-annual roundtable will act as an important advisory mechanism, promoting more meaningful engagement and understanding across both the mental health and life insurance sectors to support improved resilience,” Mr Delaney said. 

Professor Alison Calear, Co-Head, Centre for Mental Health Research, The Australian National University (ANU) said: “Research shows that the prevalence of mental health conditions continues to rise, particularly for young Australians.”

“The drivers of poor mental health and the changes required to improve it remain very complex. Forums like this are an incredibly important opportunity to share unique insights and perspectives in order to adequately address this growing issue,” Professor Calear said.

Belinda Elworthy, Chief Executive Officer, Gotcha4Life Foundation said: “In a landscape that can feel increasingly complex, it is connection, commitment and collective action that can help us to drive meaningful change. I appreciated the opportunity to come together and share insights and diverse perspectives.’

Dr Daisy Brooke, Chief Executive Officer, Mental Health Professionals Network (MHPN) and Tackle Your Feelings Steering Committee member said: “The roundtable was a fantastic opportunity for stakeholders in the sector to collaborate and share insights around the evolving nature of mental health presentations in the Australian community.”

“Zurich’s ongoing commitment to host a forum dedicated to discussing research and innovation in mental health is an example of the leadership they are showing in the financial services industry,” Dr Brooke said.

Approximately one quarter of Zurich life insurance applications include a disclosure for a mental health condition. Mental health was the third most common cause for claim at Zurich in 2023, representing close to one in five claims*. For some Zurich retail life insurance products, mental health accounted for up to 35 per cent of claims, representing one of the most common reasons for claim. 

The inaugural Zurich Mental Health Roundtable was attended by:

• Professor Alison Calear, Co-Head, Centre for Mental Health Research, Australian National University (ANU) College of Health and Medicine
• Katherine Newton, Chief Executive Officer, R U OK?
• Jackie Hallan, Director of Service, ReachOut
• Belinda Elworthy, Chief Executive Officer, Gotcha4Life Foundation
• Dr Simon Benson, Clinical Director, Bupa
• Dr Daisy Brooke, Chief Executive Officer, Mental Health Professionals Network (MHPN) and Tackle Your Feelings Steering Committee member

Zurich Executives in attendance included: Justin Delaney, Chief Executive Officer; Jacqui Lennon, Head of Retail; and Matt Paterson, Chief Claims Officer.

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