Chief Claims and Operations Officer, Zurich Financial Services Australia
Hilary Bates was appointed as Chief Claims Officer in August 2016. Hilary is responsible for leading Zurich’s Australian and New Zealand General Insurance Claims Operation, which is focused on delivering an outstanding claims service to our customers.
Prior to joining Zurich, Hilary held senior claims management roles at QBE, including Head of Long Tail Claims and Head of Strategy and Technical. She worked in the USA for seven years gaining valuable and varied experience across complex claims and senior claims management roles. Hilary started her career in private practice working within insurance, risk management and litigation practice groups.
Since joining Zurich, Hilary has driven revised operating models for Motor and Property Claims, improving customer service delivery with the outcome of a 135% improvement in TNPS scores over two years. This has included re-engineering business processes and solutions for administrative tasks, the implementation of robotics and automation, the upgrade to functionality of customer reporting, and the introduction of new vendor partners. Under Hilary’s leadership, Zurich has launched the Priority Repair Service offering a straight through motor repair solution to insureds and third parties, and the Priority Settlement Service fast-tracking property damage claims under $30,000. Hilary is currently overseeing the build and implementation of a new claim system for Zurich Australia.
Hilary holds a Bachelor of Arts (Archaeology), Bachelor of Laws (Honours), and Master of Laws from the University of Sydney and is admitted to practice law in New South Wales.
With over 15 years working in the insurance industry, Hilary is passionate about claims and delivering on the promise to Zurich’s customers.