Changes to our Claims Team
26 February 2026
We’d like to share two key changes with you regarding our claims team and handling of in-force Youi-underwritten policies.
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Get to know Ryan: As Head of Claims, he will oversee claims operations across the combined group of agencies (i.e. Blue Zebra Insurance, SGUA, Allstate and Point), strengthening alignment and ensuring a consistently high quality experience for both brokers and customers. Ryan is committed to building strong broker partnerships, driving operational excellence, and delivering on the claims promise by supporting customers with professionalism and integrity when it matters most. | Get to know SJ: SJ brings 15 years of experience in the insurance industry across motor claims, quality assurance, governance, and complex technical leadership. She is known for her collaborative style and her focus on delivering strong operational outcomes and customer centric improvements across national portfolios. In her new role, she will support and oversee delivery of our end to end motor claims operations via our TPA partner, working to ensure consistent, efficient, and positive claims experiences for both brokers and customers. She will partner closely with our broker network, strategic partners, assessors, and suppliers to support smooth service delivery and strong alignment across the value chain. SJ is dedicated to delivering fair, timely, and customer focused claim outcomes, with customers at the heart of every decision. |
Claims handling for non-motor in-force Youi-underwritten policies
As we enter the final few months of coverage for Youi underwritten policies, from 1 March 2026 claims handling for all non-motor in force Youi underwritten policies previously distributed by Blue Zebra Insurance (BZI) will be managed directly by Youi under its own Australian Financial Services Licence (AFSL) by a Youi intermediated claims team. This includes claims currently in progress and future Youi claims.
There is no change to claims handling arrangements for Chubb underwritten policies, which will continue to be managed under existing processes.
To provide confidence in the consistency of claims delivery during the run off period, BZI and Youi have agreed the following transition arrangements:
Continuity of expertise
A small number of experienced BZI staff are being seconded to Youi for a limited period to support operational continuity and product knowledge, operating fully under Youi’s supervision and governance.
Active transition co-ordination
BZI is working closely with Youi to support an orderly transition and will liaise with Youi on any escalated issues to support consistency of outcomes. Please contact your usual Regional Manager contact in case of any issues.
Single point of claims responsibility
Youi will have end to end responsibility for claims handling and settlement, ensuring clear accountability and consistent decision making for brokers and customers.
What this means for our broker partners:
From 1 March 2026, claims queries will be directed to Youi's intermediated claims team via existing channels. Phone numbers, email and system lodgement details will not change.