Zurich fills new chief claims officer position

Yasmine Raso

Senior Journalist

14 June 2023

Zurich Financial Services Australia announced former nib group executive, Matt Paterson, has joined the life insurer in the newly created role of Chief Claims Officer, Australia and New Zealand.

Effective from 13 June, Paterson will be responsible for leading the various claims teams and capabilities across Zurich’s Retail Life, Group Life and General Insurance business divisions.

He will report directly to Zurich Chief Executive Officer, Justin Delaney, who said he was pleased to have Paterson join the executive team.

“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,” he said.

“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.”

Paterson brings over two decades of experience across the financial services and telecommunications industry in both customer service and consulting. As nib’s previous Group Chief Operations Officer, he led the company’s operational contact centres and claims functions.

He has also been recognised as the Australian Financial Review (AFR) Boss Young Executive of the Year for 2009 and the Customer Service Institute of Australia’s Leader of the Year in 2007.