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

237 total complaints in the last 3 years.
103 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:06/21/2024
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 a claim with this company as the insurer of an at fault claim. They have decided to farm these out to third party adjusters that will not return calls or emails. I am stuck with no one willing to do anything to help. Each company just points fingers. Zurich is the insurance company and is ultimately responsible for the claim. My claim number is **********. This is insurance fraud at this point.
Business Response
Date: 07/03/2024
Hello,
We are not able to locate any claims in our system for this person and claim number provided. If they can please provide more information, we can direct to the correct person to answer. Thank you
Customer Answer
Date: 07/04/2024

Complaint: 21884034

I am rejecting this response because: here is the claim you provided in the beginning that you say you cannot find.

Sincerely,

*****************************
Business Response
Date: 07/10/2024
Please see the attached response letter.
Customer Answer
Date: 07/10/2024

Complaint: 21884034

I am rejecting this response because:

in your response you still have yet to take any responsibility for your actions. I have my email from your company with my claim number from that I received on 6/7/24 not 6/28 as you are claiming. I can provide said email if needed. You are also not acknowledging that when I called multiple times I was told that you would not help me and kept referring me to the incorrect 3rd party adjuster. I can provide you with claim numbers and emails for this adjuster as well for proof. It took me filing on here to get any sort of compliance and yet still not real correction on your part and obviously no intention to fix this for further claims.

Sincerely,

*****************************
Initial Complaint
Date:06/20/2024
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.
Today I was notified that my transmission needed to be replaced. I received a total of 2 transmissions prior to this from this extended warranty company. They are purchasing parts that are faulty and putting them in cars. It has been less than a year and my transmission is already broke and the company refuses to fix it because my warranty is now expired with them. I do not think it is okay to put faulty parts in peoples' car then not fix it when it breaks again. It is not normal for transmissions to break this often and it is zurich's fault for supplying customers with faulty parts because they chose the companies they outsource from. They refused to pay for anything more than what the company they use stated because according to them, they are quality. I purchased a warranty from them and they supplied me with garbage instead of quality that they promise. They mislead people with their services and claim to be something they are not.
Business Response
Date: 07/02/2024
Please see attached response letter. Thank You
Customer Answer
Date: 07/08/2024

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:06/17/2024
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.
On May 8, ************************************************************************ I barely had time to slam on my brakes but I hit the side of his vehicle corresponding to the back seat. I had the right of way. The police were called and the driver of the other vehicle was cited for failure to yield. The front end of my vehicle was damaged. The initial estimate for repairs was $6,000. I filed a claim with his insurance company, Empire Fire and Marine Insurance **** a division of Zurich Insurance. We dealt with agent *************************************. Finally after 5 weeks and no offer of a rental car or financial assistance our claim was denied. They claimed no liability despite the driver of the other vehicle being cited for failure to yield. We are currently filing a formal grievance with the ************* of Insurance. We seek a reversal of the claim denial and to inform others of the dishonest actions of this insurance company and it's agents.
Business Response
Date: 06/25/2024
Please see attached.
Initial Complaint
Date:06/17/2024
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 filled out a claim online 1/27/2024, I sent an email on 3/22/2024, and I called and left a message on 6/7/2024 and no one has contacted me. Here is the situation: I purchased Zurich coverage with LandRover of PalmBeach and moved shortly after the purchase. The dealership Ive been working with since my move is Sarasota LandRover. I assumed when I lost my key fob that the new dealership would see my service contract coverage and let me know that a fob was covered. But they didnt and I have an out-of-pocket expense that I would like reimbursed at this time. The cost of the item was $731.46 and the programming fee was $219.99 for a total of $951.45. Two receipts were emailed to show these costs and the dates (which are under the coverage period). In addition, when I had my first service on the vehicle, they charged me for an oil change, supplies and tire rotation. All of which are covered items under my contract and I would like those expenses reimbursed as well. Details for those are: Those costs totaled: $395.94. Again, the receipts for these were provided and the dates show that it was done during the contract coverage period). Grand total for this claim request is $1,347.39. I contacted the dealership, they said I had to deal with Zurich directly that they couldnt do it. So please let me know what else may be needed to complete this claim request. Im very disappointed in the dealership for not seeing, saying or helping me with this unnecessary out of pocket expense- - since I had taken coverage for such situations at the time of purchase. And I'm extremely upset that I have reached out 3 times to Zuirch with no response. So that's the reason for the BBB complaint. I hope that this can be resolved.*************** Former address ************************************************ Current address ********************************************************** ****************** ************ Vin: ***************** 2021 LandRover Discovery Sport
Business Response
Date: 06/27/2024
Please see attached.
Customer Answer
Date: 06/30/2024

Complaint: 21859750

I am rejecting the response because it is unclear what is expected as a next step AND it only addressed the key fob. There was also service work done that was under warranty that was paid for and should be covered. Again the reply does not cover the entire issue and is extremely unclear.

Sincerely,

***************
Business Response
Date: 07/02/2024
Please see attached.
Initial Complaint
Date:06/11/2024
Type:Sales and Advertising 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.
Transmission out and warranty expired. Zurichs warranty runs parallel to the manufacturer warranty which makes no sense and I feel its a scam and they know it. I want my money to be reimbursed to me for this useless warranty or cover the cost of the repair even though it is expired.
Business Response
Date: 06/24/2024
Please see attached response letter. Thank You
Initial Complaint
Date:06/10/2024
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.
hello,on 8/28/2023, my younger son was parked in the winco parking lot, a winco employee collecting the shopping cars was going around with a "train" of them taking them back to the store, he had way to many and in a turn hit my car. I called the insurance file a claim #*********, I was told to email pictures, and the estimate which I did. I never got any other communication from zurich then ***************************** denied and closed my claim, my car is still not fixed and never got any information. I have left multiple voice mails requesting a call back and nothing.my complain is my car still has dent that was not my fault or my sons fault.I am seeking repairs to my car, and compensation for the stress this is causing, the time its taking to resolved this issue is unacceptable, this is a car that we purchased with only 30 miles in it we are not getting rid of it.
Business Response
Date: 06/25/2024
Please see attached.
Customer Answer
Date: 06/29/2024

Complaint: 21828058

I am rejecting this response because:

I received an email Monday night saying my claim had been opened and that I was going to get a phone call this week. Here we are on Saturday and I did not received a phone call.

Sincerely,

***********************
Business Response
Date: 07/09/2024
Please see attached.
Customer Answer
Date: 07/13/2024

Complaint: 21828058

I am rejecting this response because:
the company claims I am unable to receive phone calls and my voice is not set up. My phone has the maximum amount of time to ring (as far as the amount of rings available) so the uf it rings if I am away from my phone I have enough time to get to it and answer the call then if I dont pick up it will go to voicemail. I will also be notified of a miss call.
I have responded and confirm my mailing address and phone number by email as requested.
I have also left a voice mail message confirming the facts of the accident, my phone number and mailing address .
WinCo has cameras and I am sure the accident was recorded.
Even after all this I still have no resolution in addition the staminate was from last year. Would it still cost the same to fix it this year?

Sincerely,

***********************
Initial Complaint
Date:05/31/2024
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 purchased a used **** F450 ($65,000) from Teams Chevrolet, in ************ on March 15. The dealership provided a 3 month/3000 mile warranty on the vehicle through Zurich. I also purchased an extended warranty from Zurich for $4100 with contract term of 24months/24,000. The truck broke down in ** and I had it towed to the nearest **** Dealer in *******, **. I had to find transportation back to **. The **** dealer inspected the vehicle and reported that the turbo was bad and needed to be replaced and as a result the oil from the broken turbo, it damaged the catalytic converter. The dealership contacted the warranty company, Zurich to get authorization to fix the vehicle. The estimated cost of repair is $11k The warranty only covered the cost and repair of the turbo ($4,013.05) but the company will not cover the repair of the catalytic converter. In the warranty contract, it states that it will cover non-covered parts resulting from the breakdown of a covered part (letter N of the contract). When I called to point this out I was told they do not cover this part under any circumstance. This contract is misleading and I should not have to pay $7k as a result of a covered part. I fully understand if the truck repair is a result of a failed uncovered part but this is not the case. They should at least help pay for or cover this expense. VIN *****************
Business Response
Date: 06/14/2024
Please see attached.
Customer Answer
Date: 06/14/2024

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:05/28/2024
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.
We purchased a used 2020 **** F350 on 2/4/2022 and purchased an extended warranty from Zurich. We had our truck in 3 times regarding transmission issues, the first and second time it was under the **** warranty, the 3rd time it was covered under our extended warranty. The truck went in on 1/15/24 and it took 7+ weeks for the dealer to do a transmission overhaul.Zurich approved it, the work was done, we picked the truck up and still had the same issues. I was told by Zurich I could bring the truck to any dealer as long as they accept Zurich warranty and follow the rules on getting things approved.Went to a new dealer, they did all the requirements to go back to Zurich with and said we need a new transmission. Zurich came back and said we need to go back to the original dealer who did the work in January for another transmission overhaul even though the 2nd dealer confirmed we indeed need a new transmission.In speaking with the complex adjuster, they are adamant we need to get another transmission overhaul when we've put ***** miles on since the previous overhaul. this is NOT acceptable; I should not have to jump through hoops to get this transmission fixed. We had ongoing issues since we bought it, and each time they do a patch repair on it.Why should I have to pay $7,000 out of pocket to get a new transmission because no one will take ownership, or help us? This new transmission is needed, less then ****** miles on since we bought the truck, and this is what I have to do now to get a truck that works, and we can pull out boat/trailer. I want this new transmission covered; this is unacceptable. I also shouldn't have to go to the original dealer who did the work because obviously they are incompetent on transmission work.
Business Response
Date: 06/11/2024
Please see attached response letter. Thank You
Customer Answer
Date: 06/12/2024

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 because you're refusing to understand the situation. Why would we want to go back to the original dealer who did the overhaul on the transmission work when they were incompetent and continued to tell us nothing was wrong. EVEN after bringing it to a new dealer who in fact could see/feel the issues on the transmission after the overhaul. Why would I want to have another overhaul done with **** Parts warranty for the same thing to happen? Not impressed with Zurich, ******************* or ****. Thanks for nothing.

Sincerely,

*****************************
Initial Complaint
Date:05/23/2024
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 filed a claim on 4/4/24 against my Gap insurance coverage from an accident I was in and my vehicle was deemed a total loss. I submitted paperwork and received a reply email from Zurich on 4/8/24 stating total time would be around 4 weeks. I called a few weeks later to check on things and was told they are 3-4 weeks behind schedule and only work claims on a first come first served basis. Since then I have received another email on 05/01/24 stating more information was needed. I supplied that information via email on 05/02/24. Today I called to check on my claim and was told it may be another 5 weeks before my claim is even reviewed. I have an unpaid loan that needs paid off from this insurance I purchased! Due to the untimely payments of this company I had a hard time even securing another vehicle. Now I have two vehicle loans to pay on only because this company will not process my claim in a timely manner.
Business Response
Date: 06/05/2024
BBB,

Please see the attached reply to this complaint and supporting documents.

Thank You,

***********************
Team Lead
F&I GAP Claims
KS Virtual Office
************
***********************************************

Customer Answer
Date: 06/06/2024

Complaint: 21752115

I am rejecting this response because:
Payoff for my **** EcoSport as shown on the attachment was $26,752.27. Your company only processed the principal amount $26,609.23 which shorted my payoff by $143.04. I suffered extreme stress having to make the payment during the excessive time frame taken by your company in getting my claim processed. I would like the full payoff amount applied please.

Sincerely,

*******************************
Business Response
Date: 06/27/2024
Response uploaded
Initial Complaint
Date:05/20/2024
Type:Product 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.
Submitted a claim for a refund for lease protection. Automated email response was to contact them in 6 weeks if I have not received a refund. Its been 9 weeks and Ive called and am transferred from one department to another, from one agent to another. Emails are also unanswered aside from an automated response.
Business Response
Date: 06/04/2024
Please see the response letter and lease agreement. Thank you

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