Business Profile

Insurance Services Office

Zurich North America

Headquarters

Complaints

This profile includes complaints for Zurich North America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

236 total complaints in the last 3 years.
105 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My insurance company wont supply sufficient proof of insurance to our Bank, and wont return my calls. This is resulting in the Bank withholding 2.4 millions dollars due to me.
Business Response
Date: 05/23/2025
Hello,

We will need more information such as a policy or claims number for this complainant. We are not able to find anything in our system with the name.

Thanks

Zurich Customer Service
Customer Answer
Date: 05/23/2025

Complaint: 23358789

I am rejecting this response because: I am trying to sell our business, and Zurich Insurance is unable to provide proper proof of insurance for the new owner.
My Policy # is M02121075

Sincerely,

*** ******
*************************
Business Response
Date: 05/28/2025
Hello,

We are still unable to locate any policies under the number provided as that is not a Zurich Policy number. We will need a copy of a document with the policy number so we can identify who can answer this complaint.

Thank you
Zurich Customer Service
Initial Complaint
Date:05/18/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have sent MULTIPLE emails regarding my reimbursement for travel insurance and nobody will respond to my requests. I've provided supporting documents from my medical provider. I don't need reimbursement for the hotels since Marriott refunded me. However, I DO need reimbursement for the airline tickets and the rental car. I've attached supporting documents for these charges and proof of cancellation and the only partial refund received. The total reimbursement check should be $422.29. I'll give them a chance to respond to the complaint directly here and reimburse me. If not, i will be seeking and attorney to uphold my rights (and attorney fees for lack of compensation for my insurance claim will be requested.)
Business Response
Date: 05/29/2025
Response Attached
Customer Answer
Date: 06/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you. I didn't respond because they finally sent me a check after making a complaint. I really appreciate your help in obtaining this reimbursement!
Thank you!

Sincerely,

***** ******
Initial Complaint
Date:05/15/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this complaint for review and documentation regarding Zurich North Americas mishandling of an insurance claim related to veterinary malpractice, which resulted in the wrongful death of my dog, Panda.I filed this claim under #**********, and despite providing extensive evidence, including veterinary records, photographic documentation, and expert testimony confirming negligence, Zurich has consistently failed to respond in good faith. Their actions include:Refusing to provide timely updates or investigation status Issuing a grossly inadequate settlement offer without explanation Engaging in evasive and unprofessional conduct through assigned legal counsel Causing further trauma through stonewalling and silence, despite repeated follow-ups I have formally submitted this case to the *************** of Insurance, but I am also requesting that the **** review and flag Zurichs behavior as part of your oversight responsibilities across state jurisdictions. I am concerned that this pattern reflects a broader issue of bad faith insurance practices affecting consumers nationwide.Included in my documentation are:A formal expert letter from a licensed veterinarian to be used as expert testimony should this case go to court **** *******)Complete email threads with Zurich representatives ****** ****** and ******* ******* showing bad faith insurance tactics Record photographic evidence of Panda before and after illness This has been an emotionally devastating experience, compounded by the disregard shown by the insurer responsible for handling this case ethically. I respectfully request your support in investigating Zurichs behavior and forwarding this matter to any relevant national consumer protection channels.I have a plethora of other information and documentation to share. Please let me know what else you might need to file this complaint. Thank you for your time and attention.
Business Response
Date: 06/02/2025
Response uploaded

Customer Answer
Date: 06/04/2025

Complaint: 23333091

I reject Zurichs response and reaffirm that my complaint is grounded in a clear and well-supported claim of bad faith insurance practices are the following:

Deliberate delay: Over six months of stonewalling and failure to respond to more than 30 written communications.
Misrepresentation of authority: ******* ******* admitted in writing that he lacks settlement authority, yet continued to insert himself as the sole point of contact, obstructing access to the insurer.
Unethical gatekeeping: Zurich routed all communication through non-claims personnel, including ****** ****** (an underwriter) and ******* (outside counsel without authority), violating transparency protocols.
Failure to review submitted evidence: Despite repeated offers and submission of an expert witness letter confirming veterinary negligence, Zurich never formally acknowledged or reviewed the testimony.
Coercive and manipulative settlement tactics: Offers included restrictive clauses (e.g., non-disparagement, confidentiality) with no corresponding fair compensationan unethical attempt to silence a grieving claimant.
Withholding documentation: Zurich failed to provide internal policies or claim-handling procedures when requested.
Lowball settlement: Zurichs offer of $16,276.49 for a veterinary malpractice death casedespite expert validation of negligencedemonstrates intentional undervaluation.
False representation of jurisdiction and statutes: Initial letters referenced New Jersey law, despite this being a ********-based claim, raising legal and ethical concerns.
Failure to disclose key personnel changes: ****** ****** was no longer employed by Zurich when she was named as an active point of contact.

Zurich's response, authored by **** ******, continues its pattern of minimizing accountability and ignoring and delaying my documented, well-reasoned communications. If Zurich representatives, including ****** ******, had genuinely perceived a legal threat, they would have issued a cease and desist or sought protective orders. They did not. Instead, Zurich has opted to mischaracterize my pursuit of justice and weaponize unrelated events to deflect from its own misconduct. These actions meet multiple criteria for bad faith under both ******** law and widely accepted insurance standards. This case remains unresolved because Zurich refuses to act in good faith.

Unless Zurich responds directly, in writing, and with an appropriate settlement offer, this complaint will remain active in the public record as a warning to others.

Signed,
**** S. ******, PhD
Business Response
Date: 06/09/2025
Response uploaded
Initial Complaint
Date:05/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a claim with Zurich for a vehicle that became a total loss. I have GAP insurance through Zurich. After waiting and dealing with my bank, I submit all documents needed only to find out they sent me all the wrong information that was for someone else. They sent a claim number for someone who wasn't even myself to my email. On top of that, I have been without a vehicle since March of 2025, and I am being told it will take ***** weeks before the claim is processed. But now, I am having to start all over since I was sent someone else's claim numbers and information.
Business Response
Date: 05/21/2025
Response uploaded
Customer Answer
Date: 05/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****
Initial Complaint
Date:05/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Zurich employees blocked my account, and began to harass me. Their office was down the street from me at the time.
Business Response
Date: 05/15/2025
Hello, We will need more information such as what type of account is being blocked. If they have a policy or Claim number. We are not finding any information with the name provided in our system.

Thanks
Initial Complaint
Date:05/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My brother is a First ********** in the ********** and I intended on visiting him over Memorial Day with my boyfriend. He is stationed in *********, ********. His schedule sometimes changes last minute due to his active duty status, and so I purchased travel insurance with **** This very thing happened, and he was called to a training that fell on the weekend I planned to visit him. We were going to fly out to his base and stay with him, and were no longer able to do that because of his mandatory military training. At this point, I cancelled my trip and filed a claim with *** Travelguard to obtain a refund, because the sole reason for my trip cancellation was my brother's military service. Their military policy is as follows: "The Company will...reimburse the Insured...if an Insured cancels [their] Trip due to any of the following unforeseen events:...(f) the Insured or Traveling Companion is called to active military service or as a reservist, experiences military reassignment, or military leave is revoked..."My brother is my Traveling Companion because I am traveling to his base for the sole purpose of visiting him, have no other form of transportation or lodging without him, and no reason to visit that place if not to see him. My reason for coverage is that my brother/traveling companion has been "called to active military service." Federal law defines "military service" as "a member of the Army...active duty, as defined in section 101(d)(1) of Title 10." Section 101(d)(1) of Title 10 states that "active duty" includes "active military service [which means] full-time training duty, annual training duty..." 10 U.S.C. 101(d)(1). Given that my brother is my traveling companion, and he is a current servicemember in the ********** who was called to an unexpected training that falls on the weekend I intended to visit him, I believe I am covered under this policy that I purchased. I was denied without explanation. I would like a full refund.
Business Response
Date: 05/29/2025
Please see attached.
Customer Answer
Date: 06/04/2025

Complaint: 23326203

I am rejecting this response because:

Sincerely,

****** *******
Initial Complaint
Date:05/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new ************ with tire warranty. On 5/9/2025 the vehicle was dropped off for repair at the dealer. Was told the Zurich needed to send an inspector to assess the tires. Inspector showed up 5 days later and inspected the wrong vehicle in the lot. At this point I have already paid for 5 days rental car coverage out of my own pocket meanwhile Zurich is taking their sweet time to cover it. I have payed for coverage but Zurich is being derelict on their part of a contract. The customer service is horrendous they can't even give me a time frame of how much longer I will be paying for a rental car because they are inept and can't even inspect the correct car . Also going to put in the name of the representative that couldn't give me answer which is ******** then asked for a supervisor named ***** which I thought was professional but in this case it seems to be bad practices from Zurich as ***** the supervisor said he would call me back with answer because even to him it was unacceptable. Waited for his call back for over 1 hr whilst at the dealer, ***** never called back this can be verified by the numerous phone calls to Zurich on 5/13/2025 at around 3pm. Zurich honor the contract that you sold us. My number is ************ I hope I actually get a phone call and not just we will look into it and call you back actually pick up the phone and call me.
Business Response
Date: 05/19/2025
Please see attached response. Thank You
Initial Complaint
Date:05/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had to cancel a trip to ****** due to the details issued in a travel advisory from the ************************. In the advisory, it states that illegal road closures are present in ******, among other issues such as terrorism. The travel insurance policy I purchased through *** Travel does not cover trip cancellations for terrorism reasons unless an attack was reported within 30 days of travel. However, the policy I purchased covers trip cancellations due to interruptions, such as road closures. I made this very clear to *** and even sent the travel advisory, however, they are still denying my claim and not acknowledging the road closures. My reasons for cancelling this trip do fall under the policy I purchased and I would like the reimbursement that the policy covers.
Business Response
Date: 05/20/2025
Please see attached.
Initial Complaint
Date:05/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been waiting for my claim to be resolved with Zurich GAP Insurance since February 17, 2025. I have asked several **** to expedite this claim. I also had to pay my car off with the lender because it was starting to affect my credit. No contact from a representative. Horrible the way the business is ran. I need to know what is going to happen and if I will get my money back from the balance that was owed on my car with the lender from ** *****.
Business Response
Date: 05/21/2025
RESPONSE UPLOADED
Initial Complaint
Date:05/09/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fell at my 1099 job and they dont respond. Cant get treatments ordered by physician
Business Response
Date: 05/23/2025
Please see attached.
Customer Answer
Date: 05/23/2025

Complaint: 23309336

I am rejecting this response because:
I was never notified by mail, email or phone that my claim was closed. The assigned adjuster did not return any calls, texts, emails or any other form of communication. I am requesting reimbursement for time lost from work. I sent paperwork back twice and they claim never received. Finally I was able to fill out forms online. New option.
now when I called his supervisor they respond. There is reason for their ****** 1 star.
Sincerely,

**** *****
Business Response
Date: 06/03/2025
Please see attached.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Zurich North America is BBB Accredited.