Building stronger partnerships: how Zurich’s claims relationship team goes beyond the expected

This philosophy comes through strongly in the discussion between Spencer Owen, Head of Customer Claims Relationships and Richard Ridgewell, Head of Broker Claims Relationships, revealing a team committed to delivering value long before and long after a claim occurs.

Loss scenario planning: preparation that sets Zurich apart

One of the standout capabilities highlighted was Zurich’s comprehensive approach to loss scenario planning. As Spencer Owen explained, “one of the things we are incredibly proud of is our loss scenario planning proposition”, which offers support to customers in understanding exactly how their policies would respond in the most challenging situations.

The strength of the approach lies in its collaboration, the team works closely with the Customer and Broker to construct realistic scenarios - especially those that “keep the customer awake at night” - and bring together claims, underwriting and risk teams, panel lawyers and loss adjusters to simulate the event.

These sessions can test policy response, business continuity needs, and claims processes, giving customers claim certainty should a crisis strike.

A relationship team with breadth and depth

Zurich’s claims relationship managers play a pivotal role in supporting and nurturing partnerships with key customers and brokers. As Richard Ridgewell explains, “Our claims relationship manager service is designed to deliver dedicated, personalised support to both customers and brokers. We are the main point of contact for more than 600 customers and uniquely offer a relationship wrapper for brokers, something few insurers provide.”

This approach sets Zurich apart. Traditionally, broker relationships were managed mostly by sales teams, but Zurich’s Claims function now engages proactively with brokers. By doing so, we empower brokers with deeper insights into their claims landscape, fostering greater transparency and guiding them through every stage of the claims process.

With responsibility for over 200 brokers, Richard comments "the team not only strengthens Zurich’s reputation for claims expertise but also builds lasting trust in the market". This collaborative, customer-centric strategy underscores our commitment to delivering outstanding service and value for both customers and brokers.

Insight, education, and industry leadership

The team’s commitment to continuous learning and industry leadership shines through, with a regular programme of webinars and events for customers and brokers covering regulatory changes, technical risks, and emerging trends.

Spencer noted, “We had about 3,200 attendees over the course of 2025 alone.”

Beyond virtual events, the team leads face to face sessions and participates in high profile industry panels, with recent involvement with Insurance Post and BIBA.

Proactive and strategic claims management

The Relationship team supports our customers every step of the way. As Spencer describes, “We’re often with our customers from before their policies begin and then throughout their duration, collaborating with them to understand each ones’ unique business needs and claims requirements.”

Through regular stewardship meetings, often held quarterly, the team works closely with customers to share actionable claims insights. This includes identifying trends in their data, highlighting potential risks and recommending tailored prevention strategies.

For example, in the past the team have identified a higher than expected volume of particular claims, such as slips and trips or forklift incidents at certain sites, allowing customers to take early action to prevent future losses. This proactive approach not only leads to improved risk management but also builds lasting partnerships. As Spencer highlights, “many customers value the strong relationships they’ve developed with our claims teams, which contributes to high levels of satisfaction and retention.”

Experience that builds trust

Longevity and expertise are also front and centre. Some relationship managers have handled the same customer for more than 25 years, with Spencer describing the team as a group that often sees customer relationships “almost go from a customer to a friend”. As far as experience goes, the team measures by decades - not months.

This depth of experience means the team understand not only client needs, but also how those needs evolve. It also creates continuity, a key factor in building trust.

Horizon scanning: helping customers prepare for what’s next

Zurich’s claims relationship team doesn’t just look at today; they focus on tomorrow’s risks too. Spencer explained, “we are continuously horizon scanning, researching emerging risks such as cyber and AI-related exposures, or upcoming regulatory changes that may impact our customers”.

This forward looking approach empowers customers to plan and adapt, reinforcing Zurich’s role as a trusted strategic partner - not just an insurer.