Profile
Milia Xystros is head of TPA claims at Crawford & Company in Australia.
With 12 years of legal practice behind her, she first encountered claims management in her second year of articles. The experience proved formative: insurance stood out to her as a deeply social product, and she came to see claims as the point where the promise to the customer is truly tested. In her current role, she brings together legal, risk and compliance expertise with practical, on-the-ground execution while leading teams to deliver consistently strong outcomes for clients.
Looking at her career and success, she says, “It isn’t one single role or profile. It’s the repeated creation and transformation of claims and risk functions in complex, regulated environments, with clear, measurable results.”
Her defining achievement has been leading a claims startup through a period of rapid growth in a highly regulated insurance environment. Xystros designed and embedded the backbone of a scalable operation, including strategy and operating rhythm, clear capability frameworks, KPIs and quality assurance, as well as risk management and reporting.
“Within a month, we lifted compliance by about 15% and cut data quality errors by roughly 50%, because the training, system and processes supported the people doing the work,” she adds.
Her approach is outcomes-focused and people-centred: she actively chooses roles where her skills complement those of others, elevating performance and driving better customer outcomes.
As one of Insurance Business’s Elite Women 2026, Xystros is equally committed to reshaping the industry for the next generation. As a strong advocate for equity, she is candid about societal and structural barriers, from unconscious bias and caregiving falling disproportionately on women to the gender pay gap.
“For me, the answer is transparency on pay, genuine merit-based advancement and practical support that makes senior roles sustainable over a whole career,” she says,
As a member of the executive leadership team for Crawford Australia, Xystros uses her influence to drive positive change in the TPA business, one of the organisation’s top growth service lines. Whether it’s expanding the team by recruiting top talent, building capability through mentorship and development programs or bringing greater rigour and efficiency into the TPA practice, she strives to create lasting foundations.
“Influence is measured by the growth and success of those around me and by the improvements we achieve together as a business,” explains Xystros. “We each have something unique we bring to the table, and while I may be their leader, I also learn so much from them. That is mentorship in motion.”
With a senior position and a passion for the broader industry, she is mindful of the lasting impact she seeks to have.
She says, “I want teams to feel confident and capable and the business to be set up for durable performance, resulting in customers being and feeling heard and supported. If colleagues I’ve mentored step into bigger roles and continue to raise the bar for the industry, that is my legacy.”
400 George St, Sydney NSW 2000
0439 896 290
milia.xystros@crawco.com.au
linkedin.com/in/milia-xystros-67a04286
crawco.com.au
Milia Xystros
Head of TPA Claims
Crawford & Company (Australia)
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Milestones
2007–2018
2018–2021
2021–2024
Present
Present
Various roles within IAG Australia
2007–2018
2018: Senior Manager, Liability Support at EML
2018–2021: Senior Manager, Performance and Quality at EML
2018–2021
Executive Manager, Claims at Procare Claims & Risk
2021–2024
Head of TPA Claims at Crawford & Company (Australia) since 2024
Present
Chief Operating Officer at Domo Insurance since 2024
Present
Milestones
Milestones
Sept 2021
Feb 2022
Apr 2022
Jul 2022
Aug
2022
Suncorp Bank introduces Solar Home Bonus offer for customers who are choosing renewable energy for their homes
Sept 2021
Month-on-month market share growth commences
Feb 2022
Suncorp Bank wins the Canstar award for most outstanding value in investment loans
Apr 2022
Suncorp Bank wins Money Magazine’s Bank of the Year and Business Bank of the Year awards for the fifth year in a row
Jul 2022
Suncorp Bank’s turnaround times are the lowest they have ever been. The lender becomes Australia’s first certified carbon neutral bank for both its operation and transaction services
Aug 2022
Milestones
As a founding member of WOW! (Women. Opportunity. Winning.), an employee resource group created for all women of Ryan Specialty, Phillips Topping has long championed for women in the industry.
“It’s very important to set an example and to not only inspire but mentor other females,” she adds.
In addition to her sharp marketing eye, the key to Phillips Topping’s success lies in her high-energy approach and positive attitude.
“As the leader of a team, it’s important to motivate and encourage your team members. People work very hard and do their best and it’s important to recognize these efforts. For my career overall, my attitude has been one of curiosity. The more you can learn, the better you’ll understand the business, and then the deeper your knowledge will become, making you a better team member.”
Chief underwriting officer of executive risk at Chubb
President of financial insurance solutions at Kemper
Chief underwriting officer at Axis Capital
CEO of global Insurance at Endurance
CEO of global Insurance at Sompo International
A significant part of his focus today is staying ahead of regulatory change while maintaining a seamless client experience. He tracks updates from regulators and lenders closely and works with his teams to adjust systems as needed.
“My approach to my role and my career has always been rooted in passion, focus, and a relentless pursuit of excellence,” he says. “I’ve never been driven solely by profit or business metrics. I believe in hiring great talent, trusting them, and pushing boundaries because innovation doesn’t come from playing it safe.”
His experience isn’t limited to Canada. Ibrahim has worked in the US and UAE, which shaped his global perspective and comfort with adapting to different markets. He thrives on risk, viewing setbacks as stepping stones to progress.
“I’ve always believed that if you love what you do, you’ll never settle, and that attitude has guided every decision I’ve made,” he adds.
That outlook continues to guide his work and reflects his broader goal of helping move the industry forward. Through his brokerage, lending company, and legal services, Ibrahim is focused on creating long-term value for his clients, his teams, and others working in the field.