Zurich is working to improve its understanding of mental health conditions as related claims escalate.

It will explore opportunities for research into drivers of mental illness and resilience, to better inform its underwriting, claims and prevention services.  

CEO Justin Delaney says up to one-quarter of cover applications to Zurich include mental health disclosures, and more than two-thirds of claims for some products relate to such illnesses.

“Zurich is continuing to witness the rising and profound impact of mental health conditions across our diverse customer base,” he said.  

The insurer plans to train claims teams on mental health and vicarious trauma, and consult with University of Technology Sydney on further use of artificial intelligence to better understand causes of mental illness.

It will also appoint a head of health services to lead Zurich medical officers and psychologists supporting mental health claims and updating its vulnerable customer framework.

The changes come after Zurich held its second Mental Health Roundtable last month, attended by representatives from Black Dog Institute, Lifeline Australia, Gotcha4Life Foundation, Bupa and consultancy Mandala Partners.

“Lifeline welcomes ... steps to improve insurance underwriting, claims and prevention services in the context of mental ill health and suicidal thinking,” the support group’s chief research officer Anna Brooks said.

Mandala health policy lead Caitlin Abbott says changes in mental health treatment present “complex economic questions for the insurance and healthcare sectors”, and the roundtable helped in developing more sustainable models.