Retail Claims Consultant

About the opportunity

Zurich Australia is looking for a Retail Claims Consultant to join its Retail Life team in Gosford, New South Wales. This role offers the chance to be part of a well-recognised global insurer that is focused on wellbeing, digital transformation, and long-term sustainable growth.

The position sits within a business that helps customers through difficult periods by handling claims with empathy, fairness, and professionalism. In this role, you will manage a portfolio of retail income protection claims and contribute to clear, timely decisions that provide customers with certainty when they need it most. You may also broaden your experience across other life insurance claim types, including TPD, Trauma, and Terminal Illness.

Key responsibilities

• Oversee retail income protection claims from start to finish with a proactive, customer-centred approach.
• Review medical, financial, and policy details to reach fair and prompt claim outcomes.
• Keep customers and stakeholders updated through clear and consistent communication.
• Develop constructive working relationships with internal colleagues and external partners to support stronger claim results.
• Produce accurate records and maintain organised, high-quality claim files.
• Look for ways to improve claims processes and contribute to ongoing enhancements.
• Support claims administrators by helping build their capability and knowledge across the claims process.

What you’ll bring

You are likely to succeed in this role if you approach complex situations with empathy, good judgement, and a calm, structured mindset. You work well with others, communicate clearly, and understand how to deliver a genuine human experience for customers and stakeholders.

• Hands-on experience assessing retail income protection claims end to end; experience in workers’ compensation or injury management is also relevant.
• Working knowledge of life insurance policies, products, and related regulatory obligations.
• Strong ability to assess medical, legal, and financial information when making decisions.
• Confident written and verbal communication skills for a wide range of audiences.
• Ability to balance competing priorities while staying accurate under pressure.
• Comfort using claims systems, digital tools, and document management processes.
• A mindset focused on continuous improvement.

Why join Zurich

• Permanent staff receive 5 weeks of annual leave through the Z leave program, plus 15 days of personal/carer’s leave and access to family care support such as parental leave.
• Full-time employees work under a hybrid arrangement of 3 days in the office and 2 days from home each week.
• Wellbeing support includes health programs, an AUD 500 annual wellbeing payment, and an AUD 295 new starter voucher for home office setup.
• Ongoing development is supported through award-winning training and learning opportunities.
• You’ll work with diverse, inclusive, global teams in an environment that encourages innovation, equity, and collaboration.
• There are global mobility opportunities across more than 200 countries.
• When working onsite, you’ll be in Green Star rated offices and can dress for your day.
• Zurich plants a tree for every new employee.
• The company has earned recognition through several employer awards and memberships, including WGEA, Family Inclusive Workplace, Gold AWEI Employer, and Pride in Diversity.

Additional information

Zurich describes itself as a place where people can belong, be themselves, maintain a healthy work-life balance, and grow in a supportive environment. It is an equal opportunity employer and aims to keep its hiring process fair and accessible. If you need any adjustments to take part in the recruitment process, you can request them when applying.

The role is based in Gosford, New South Wales, Australia.