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 ComplaintThe 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:05/15/2024
Type: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.
On April the 5th of 2024 I emailed Zurich and requested that my vehicle mantenance plan be cancelled. I was within the 30 days of right to cancel as per my signed contract. On 9 April 2024, ******************************* of Zurich emailed me back acknowledging reciept of the cancellation request. On Monday, 13 May 2024 I requested an update on my cancellation request and was told that my request would be forwarded to Customer Support Team for review and response. To date I have heard nothing. My cancellation request was within the time limit specified in the signed contract so I would like to know the status of the refund.
Business Response
Date: 05/28/2024
Please see attached.Customer Answer
Date: 05/29/2024
Complaint: 21714283
I am rejecting this response because: CANCELLATION OF CONTRACT
1. Cancellation by You: You *** cancel your contract at any time by providing written notice of cancellation to the seller or the administrator. Your
signed cancellation notice must specify your vehicle identification number (VIN), the reason for cancellation, effective date of cancellation and the current
odometer reading on the cancellation effective date. When financing is provided for your contract, you must provide the Lienholder's contact information
and your account number or evidence the Lienholder has been paid in full. The refund will be issued to the Lienholder unless evidence of payoff is
provided. The cancellation effective date *** not be more than 90 days prior to the receipt of the cancellation notice. If you cancel your contract, any
refund owed will be paid or credited no more than 30 days from the date the seller or the administrator receives notice of the request.IAW your contract cancellation terms, it so states that I can cancel through the seller or administrator and I chose to go through the administrator. You cannot direct me to contact the seller if I don't wish to.
Sincerely,
*********************Business Response
Date: 06/05/2024
Please see attached.Customer Answer
Date: 06/06/2024
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:05/13/2024
Type: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 the evening of May 8, 2024, around 10:45 PM, my car was hit by a truck insured by Zurich, with the other party being fully at fault. I filed the claim on May 9, 2024, but Zurich has not contacted me since. When I reached out to them, they directed me to a third-party company. However, despite numerous attempts to contact the third-party company, they could not find any information about my accident. When I went back to Zurich for assistance, they once again redirected me to the third-party company. I spent several afternoons calling them, feeling like a ping-pong ball being bounced between them, yet the issue remains unresolved. Now, my car is undriveable, and I'm unable to go to work. I want to file a complaint against this fraudulent company.Business Response
Date: 05/22/2024
see attachment
Initial Complaint
Date:05/08/2024
Type: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 car got damaged on the property of ********************************** which is insured by Zurich. A claim was open with number #********** and I got asked by their agent ******************************* to provide a repair estimate. However, after I sent back them the repair estimate, I didn't get any reponses for over a month. I've tried contacting her and her manager many times over the phones, voice mails and emails but failed to get any responses or updates. I'd like someone to follow up this claim and provide next steps on my car repairs.Business Response
Date: 05/15/2024
Please see attached response letter. Thank YouInitial Complaint
Date:05/08/2024
Type: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 was involved in a car accident on March 27, 2024. Their insured is a business ******************* Construction Company. I filed a claim with Zurich the same day as the accident. I informed the intake agent that I have a dash camera in my vehicle that recorded the entire accident. After providing the details of the accident, I was informed that my adjuster would contact me within the next 3 business days. Thay never happened. The adjuster never contacted me to get any information from me regarding this accident. On April 12th, I received a letter in the mail from this company stating that after their investigation, I was found at fault for this accident and they were not liable for the damages done to my vehicle. I was flabbergasted as to how they came to this conclusion without even speaking with me and even wanting to take a look at the damages done to my vehicle. I immediately sent the adjuster an email with the copy of my dash camera footage explaining that there was no way that I was at fault for this accident. I never heard back from the company. Today, I spoke with my insurance company who advise that I reach back out to them regarding my claim which I did. Within the hour, I get a response from the manager asking me to submit to them a copy of my footage. I did and I also submitted to them a video from ******* showing this actual road and how it works incase they are not familiar with it. The manager sends me an email back hours later and then calls to let me know that they have reviewed the footage and their answer is still the same. I was flabbergasted as if you actually looked at the footage you would see that I am not in the wrong. They sent 2 photos- 1 from my camera and 1 from the insured camera that were maybe a few minutes apart and is using that as saying that I was still at fault for this accident. This is unacceptable as to the behaviors of this company and how they do business.Business Response
Date: 05/17/2024
Response uploadedInitial Complaint
Date:05/06/2024
Type: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.
Claim #C005344307 Gap insurance purchased 7/2/2022 Vehicle totaled 2/3/24 through many procedural bottlenecks, the warranties have finally been given the refund amount (not actually refunded) and the gap insurance is sold stating that the deductible will be refunded up to $1000. They instead are trying to to charge interest and wear and tear (which I paid at the insurance side on the vehicle). Please make Zurich stand on business and refund what they advertise and sell. Very poor service and responsiveness.Business Response
Date: 05/21/2024
Please find attached the response and 3 supporting documents. Thank YouInitial Complaint
Date:05/05/2024
Type: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 (12/2020) a vehicle from MB of Greenway ******** (Auto Nation). I paid it off in 01/2024. I received a letter from Zurich Insurance stating that an early payoff results in a partial refund on my Gap and Extended Warranty. I received an email on 02/19/2024 that my Gap refund request was submitted, I was told by a rep at Auto Nation that my Gap refund is $510 and some change. I also received an email on 04/05/2024 that my Extended Warranty refund request was submitted, I have spoken to Auto Nation, the dealership, and Zurich Insurance with no resolve. The Gap Insurance was $1100, and the Exxtended Warranty was $2995.Business Response
Date: 05/22/2024
Response attachedCustomer Answer
Date: 05/23/2024
Complaint: 21669658
I am rejecting this response because:
Sincerely,
*******************************I have not receive the Gap cancelation refund check, I was told by a rep at Auto nation that it was $510 and some change. I did receive the extened warranty check for $635.84. My loan with Auto Nation from ******** ********** started on 12-19-2020 and was paid off as 01-26-2024. The math does not add up for the refund for the extended warranty,the amount was $2990. Again this complaint is not resolve.
Business Response
Date: 06/19/2024
Response uploadedCustomer Answer
Date: 06/26/2024
Complaint: 21669658
I am rejecting this response because:
Sincerely,
*******************************I think that the refund amount for the extended warranty is not correct.
Initial Complaint
Date:04/24/2024
Type: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.
Filed a travel insurance claim. All documents requested were mailed in and I have record they received them. They will not verify they received them. Wont verify how long it takes. Wants me to resend everything.Business Response
Date: 05/02/2024
Response attachedInitial Complaint
Date:04/21/2024
Type: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 the service contract when I purchased my 2018 Kia **** in February 2021 or 2022. In December 2023 an exhaust valve broke and a piece of it went through my engine and killed the engine. I attempted to use my extended warranty/service contract from Zurich. However they denied the claim saying it was normal wear and tear. I contacted a lawyer to try and help me get Zurich to pay for the new engine however they are continuing to refuse to reimburse me for the $12,000 for a new engine.Business Response
Date: 05/06/2024
Response AttachedInitial Complaint
Date:04/17/2024
Type: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 GAP Policy via my car purchase at a ******** **** Dealership in **********, ** on my vehicle. My vehicle was totaled in a car accident. Zurich would not even pay the balance until I provided other information cost for warranty. I paid $1895.00 for the warranty through the deal, they paid $602, and said they did not allow me to cancel after they paid only part of the balance. This type of hidden cost, and process is insane. I will never ever purchase any type of warranties via Zurich or a car dealership. I was told to wait before I could cancel the policy, only to get blindsided. My auto insurance paid the car off, the balance left was this fraud warranty of $1895.00 for GAP Coverage I paid for I. The car purchase, and the other warranty for extended warranty. Deceitful Business Practice between all parties. I am going to reach out to the Insurance Commission and file a complaint.Business Response
Date: 04/26/2024
Please see the attached reply to this complaint and supporting documents.Thank You,Initial Complaint
Date:04/12/2024
Type: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 is declining to pay a claim on the extended warranty on my vehicle, claiming that the part at fault is not a covered part when it is internally lubricated component, I was told by the manager of the claims department that it should be covered, I have been fighting with them since March 12 2024Business Response
Date: 04/26/2024
Please see attached response.Customer Answer
Date: 04/30/2024
Complaint: 21567424
I am rejecting this response because: The egr cooler and head gaskets are on the claim due the fact that the oil cooler malfunctioning took out the egr cooler and head gaskets, the oil coil has always been the problem not the egr cooler, the oil cooler caused all of the concerns with the vehicle.
Sincerely,
***********************Business Response
Date: 05/09/2024
see attachmentCustomer Answer
Date: 05/10/2024
Complaint: 21567424
I am rejecting this response because:I feel that the fact that if I authorize the disassembly that Zurich isnt going to cover the failed part do to the fact that I was already told that its not a manufacture defect, so if it gets assembled and the oil cooler is clogged is that not a coverable issue? because Zurich doesnt see that as being a manufacturer defect even though **** has several service bulletins stating that a clogged oil cooler is an issue on the 6.0L diesel.
Sincerely,
***********************
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