Zurich Financial Services Australia has appointed former QBE executive Gavin Gibson to the new role of Head of Customer, Claims in its general insurance business.

Zurich General Insurance Chief Claims Officer Hilary Bates says the position was created following feedback from brokers and customers.

“We fully understand that it is at claim time when a customer needs to be confident in its insurance provider, and every customer touchpoint needs to be a highly responsive experience,” she said.

Mr Gibson, based in Sydney, has worked in the financial services industry for more than 20 years, most recently as head of short-tail claims at QBE.