Job Description
A new transformational adventure awaits you…
How does 5 weeks leave per year, an impactful career that you’ll truly love, and working for a trustworthy organisation that empowers wellbeing and is accelerating digital transformation sound like to you?
As one of Forbes 2024 ‘World’s Best Employers’ and Fortune's ‘World's Most Admired Companies’ for 2025, Zurich - a leader in the insurance industry - is on a journey towards a brighter future… A brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.
This exciting adventure will drive positive impact towards our vision to be Australia’s leading digital insurer. So, if you want to be part of a values led global organisation, where real growth and transformation is happening, along with our track record of making a real difference of continuously taking steps toward a sustainable future for our people, customers, communities, and our planet…read on!
Let’s create a brighter future together, let’s make a difference
It's important to know, what you do matters. At Zurich, we don't just cover, we care.
An exciting opportunity exists to join our Brisbane Dispute Resolution Team!
We’re looking for a passionate professional to step into the role of Internal Disputes Resolution Claims Case Manager.
The Dispute Resolution Team, part of the First Line Governance – Customer Centre of Excellence (COE), plays a critical role in safeguarding Zurich’s reputation. We review customer complaints, ensure fair outcomes, govern the complaints process, and provide insights into complaint sentiment to drive process improvements and knowledge uplift across the business.
As an IDR Claims Case Manager, you will manage Life Insurance claim disputes with independence and impartiality, ensuring every case is handled with integrity and professionalism.
Key Responsibilities:
Manage IDR cases end-to-end
Conduct thorough reviews of complaints with an unbiased perspective
Prepare clear, well-structured written responses and liaise effectively with management and Heads of relevant teams
Engage with senior stakeholders to deliver appropriate resolutions for customer disputes
Collaborate with internal teams and external partners to achieve fair outcomes.
Important to your success - Unlock your potential
Experience in Life Insurance
In-depth understanding of the Insurance Contracts Act (ICA), relevant regulations, legislation, medical insurance terminology, reinsurers, and internal policies
Ability to lead meetings and clearly articulate compliance risks and strategies for resolving or defending disputes
Exceptional complaint resolution skills to repair relationships and retain customers at risk of attrition
Proven experience preparing written correspondence with an empathetic tone
Skilled in developing and maintaining strong internal and external stakeholder relationships
Thorough understanding of ASIC Internal Dispute Resolution (RG271) and Life Code of Practice (LICOP)
Belong. Zurich is here to support you
There are so many reasons why Zurich is a great place to be and the right choice for you, but here are just a few.
5 weeks leave per year for permanent staff through our Z leave initiative, as well as 15 days personal/carer’s leave (as we empower our people to manage their own wellbeing), plus access to Family Care (parental leave)
Hybrid working arrangement - office 3 days and WFH 2 days p/w standard for FT employees
Access programs to stay healthy and feel healthier along with receiving a AUD$500 wellbeing payment per year, plus an AUD$295 new starter e-voucher for your WFH set up (flex work - hybrid working), and other great benefits through our Shine portal
Grow, and thrive in your career (we support and encourage it) with award winning training programs. As our strength is our people and we value your individuality
Work with global, diverse, and inclusive teams; Explore your passions, fuel innovation, drive equity, collaborate and make a positive difference beyond your role
Global mobility opportunities across more than 200 countries worldwide
Volunteer and work in our state-of-the-art Green Star rated offices (when you are in the office) and dress for your day
We plant a tree for every new employee
Not to mention our various employer of choice awards/memberships – WGEA; Family Inclusive workplace; Gold AWEI employer, Pride in diversity… to name a few.
We could go on, but the main point is that Zurich is a great place to be, where you can truly belong, be yourself, have work/life balance, and thrive in a supportive environment.
Zurich is an equal opportunity employer. We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.
So, if you want to come on an adventure that will build a brighter future together, and feel a sense of togetherness, then please apply today to start your adventure!
How does 5 weeks leave per year, an impactful career that you’ll truly love, and working for a trustworthy organisation that empowers wellbeing and is accelerating digital transformation sound like to you?
As one of Forbes 2024 ‘World’s Best Employers’ and Fortune's ‘World's Most Admired Companies’ for 2025, Zurich - a leader in the insurance industry - is on a journey towards a brighter future… A brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.
This exciting adventure will drive positive impact towards our vision to be Australia’s leading digital insurer. So, if you want to be part of a values led global organisation, where real growth and transformation is happening, along with our track record of making a real difference of continuously taking steps toward a sustainable future for our people, customers, communities, and our planet…read on!
Let’s create a brighter future together, let’s make a difference
It's important to know, what you do matters. At Zurich, we don't just cover, we care.
An exciting opportunity exists to join our Brisbane Dispute Resolution Team!
We’re looking for a passionate professional to step into the role of Internal Disputes Resolution Claims Case Manager.
The Dispute Resolution Team, part of the First Line Governance – Customer Centre of Excellence (COE), plays a critical role in safeguarding Zurich’s reputation. We review customer complaints, ensure fair outcomes, govern the complaints process, and provide insights into complaint sentiment to drive process improvements and knowledge uplift across the business.
As an IDR Claims Case Manager, you will manage Life Insurance claim disputes with independence and impartiality, ensuring every case is handled with integrity and professionalism.
Key Responsibilities:
Manage IDR cases end-to-end
Conduct thorough reviews of complaints with an unbiased perspective
Prepare clear, well-structured written responses and liaise effectively with management and Heads of relevant teams
Engage with senior stakeholders to deliver appropriate resolutions for customer disputes
Collaborate with internal teams and external partners to achieve fair outcomes.
Important to your success - Unlock your potential
Experience in Life Insurance
In-depth understanding of the Insurance Contracts Act (ICA), relevant regulations, legislation, medical insurance terminology, reinsurers, and internal policies
Ability to lead meetings and clearly articulate compliance risks and strategies for resolving or defending disputes
Exceptional complaint resolution skills to repair relationships and retain customers at risk of attrition
Proven experience preparing written correspondence with an empathetic tone
Skilled in developing and maintaining strong internal and external stakeholder relationships
Thorough understanding of ASIC Internal Dispute Resolution (RG271) and Life Code of Practice (LICOP)
Belong. Zurich is here to support you
There are so many reasons why Zurich is a great place to be and the right choice for you, but here are just a few.
5 weeks leave per year for permanent staff through our Z leave initiative, as well as 15 days personal/carer’s leave (as we empower our people to manage their own wellbeing), plus access to Family Care (parental leave)
Hybrid working arrangement - office 3 days and WFH 2 days p/w standard for FT employees
Access programs to stay healthy and feel healthier along with receiving a AUD$500 wellbeing payment per year, plus an AUD$295 new starter e-voucher for your WFH set up (flex work - hybrid working), and other great benefits through our Shine portal
Grow, and thrive in your career (we support and encourage it) with award winning training programs. As our strength is our people and we value your individuality
Work with global, diverse, and inclusive teams; Explore your passions, fuel innovation, drive equity, collaborate and make a positive difference beyond your role
Global mobility opportunities across more than 200 countries worldwide
Volunteer and work in our state-of-the-art Green Star rated offices (when you are in the office) and dress for your day
We plant a tree for every new employee
Not to mention our various employer of choice awards/memberships – WGEA; Family Inclusive workplace; Gold AWEI employer, Pride in diversity… to name a few.
We could go on, but the main point is that Zurich is a great place to be, where you can truly belong, be yourself, have work/life balance, and thrive in a supportive environment.
Zurich is an equal opportunity employer. We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.
So, if you want to come on an adventure that will build a brighter future together, and feel a sense of togetherness, then please apply today to start your adventure!
💡 Quick Summary
Seeking a career-building opportunity? The IDR Claims Case Manager position is now open for candidates interested in the Insurance sector. This role in Brisbane offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Insurance is a plus.