UnderwriteMe launches claims engine with Zurich Australia

UnderwriteMe has launched a new claims automation product at Zurich Australia, in what the supplier said is the first Australian implementation of its Claims Engine.

The deployment extends Zurich Australia's existing use of UnderwriteMe software for underwriting and decisioning into the claims process. The companies said the move places underwriting and claims decisioning on a single technology platform for the insurer.

Zurich Australia said it integrated the Claims Engine within its internal Claims Concierge team. The firms described the system as a digital intake and triage layer for claims. It standardises the early stages of claims handling and gathers information from customers through a guided digital journey.

UnderwriteMe said the workflow asks customers only the questions it deems relevant. It said the system removes steps that are not required for a given claim scenario.

Claims intake

Both companies positioned the release as part of Zurich Australia's wider technology modernisation programme. Zurich has used UnderwriteMe's Underwriting Engine and Decision Studio. The addition of claims technology broadens the insurer's use of the vendor's decision platform.

The firms said the claims process generates structured information for claims teams. They also said the platform supports consistent decision-making and embeds Zurich's own approach into the workflow. UnderwriteMe said Zurich teams can configure journeys with limited reliance on IT resources.

Additionally, the announcement framed the claims deployment as a way for Zurich to use data and insights from the process to refine how it handles claims over time. The companies did not disclose commercial terms for the implementation.

Zurich Australia said the technology forms part of its focus on process innovation in claims operations.

"Investing in technology and innovating processes are key to ensuring we continue to deliver an efficient claims experience for our customers. This engine is designed to speed up information processing, so our claims managers can dedicate their time to providing the empathy and support our claimants need," said Matt Paterson, Chief Claims Officer, Zurich.

Vendor expansion

UnderwriteMe said the Zurich Australia deployment marks its first local implementation of Claims Engine. The company also described the launch as a milestone in its Australian expansion.

The vendor has built its position in insurance technology around tools that support automated underwriting and decision workflows. It said it started in the UK in 2012 and has expanded across Europe, Asia, Australia, and North America.

UnderwriteMe framed the claims deployment as a continuation of its work with Zurich Australia and an example of applying its decision platform across more stages of the insurance lifecycle.

Zurich Australia operates across life insurance, commercial insurance and investments. The company said it has participated in the Australian market since 1920 and provides life insurance to more than 1.5 million customers under the Zurich and OnePath Life brands.

Zurich Australia also sits within Zurich Insurance Group, which operates in more than 210 countries and territories and employs about 56,000 people worldwide.

UnderwriteMe's Chief Revenue and Customer Officer said the firms see the claims launch as part of how insurers respond to changing customer expectations and operational complexity.

"We're thrilled to celebrate this milestone with Zurich Australia, a true leader in Australian life insurance innovation. This new implementation represents a shared commitment to transforming how insurers serve their customers in an increasingly complex world. By combining intelligent automation with human insight, we're helping Zurich Australia deliver faster, more transparent, and more empathetic claims experiences", said Paul Hughes, Chief Revenue and Customer Officer, UnderwriteMe.