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.
104 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:04/09/2024
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.
The insured *************************** severely damaged my artwork. She was insured by Zurich American Insurance Company. The insurance company accepted responsibility and concluded that the artwork can't be repaired. After an unnecessary delay of several months, they sent two appraisers who gave extremely low appraisals. The 49 tall antique statue was appraised for $350 by one and $1200 by the other appraiser. I had purchased it for $11,000. I asked where I could get a comparable item for the appraised price. I told them repeatedly that I will be flexible. They did not have a response.Zurich American Insurance Company representative Mr. ********************* stated that the appraised value was below the deductible so they do not owe me anything. They should fairly compensate me for my loss. They should not be allowed to sell meaningless policies supported by hand-picked appraisers who provide unrealistic appraisals.
Business Response
Date: 04/17/2024
see attachment
Customer Answer
Date: 04/17/2024

Complaint: 21551945

I am rejecting this response because:
Letter dated April 17, 2024, by ************************ states that The claim was adjusted with the insured. That would be applicable if the coverage was only for the property of the insured. If the policy also insures against loss to others, such as myself, caused by the insured, during making of the movie, the claim cant be adjusted without any participation by me. I did not authorize the insured to represent me.
I allowed the insured to film her movie in my private residence without charge because she informed me that she was insured against any damage that *** occur to my property. Through gross negligence there was damage to several items. I am claiming only the most egregious one. To deny any compensation to me by adjusting with the insured without my participation is unacceptable.
Sincerely,

*****************
Business Response
Date: 04/24/2024
Please see attached follow up letter. Thank You
Customer Answer
Date: 04/24/2024

Complaint: 21551945

I am rejecting this response because:
My response is enclosed
Sincerely,

*****************
Initial Complaint
Date:04/03/2024
Type:Product 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 travel insurance claim on 2/13/24. Claim #******. I provided all the required documentation and got an email that my payment was issued on 2/27/24 in the amount of $45.20. I never received the payment. After several calls to them, all the reps failed to state that they never put my unit number in the address! One rep finally noticed and requested for payment re-issue with the unit number. He promised he would have it expedited and I should receive it by Friday 3/29. I did not receive it and called today 4/3 to be told that they just processed new payment on 3/27 and to give it until April 19th to receive. Is this a joke? They did not expedite payment and I should have received this payment in February. Where is my check?
Business Response
Date: 04/09/2024
Please see attached.
Customer Answer
Date: 04/09/2024

Complaint: 21526419

I am rejecting this response because: I still have not received the payment.

Sincerely,

*************************
Business Response
Date: 04/22/2024
Please see follow up response.
Customer Answer
Date: 04/24/2024

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:03/25/2024
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.
date of transaction 3/06/1924 engine misfire dealer diagnosis with blown head gasket on 2018 ***** Accord Sport 1.5l turbo at ***** miles service records reviewed and acceptable. extended warranty was in effect and they accepted responsibility for head gasket repair. ***** service dept does not feel this will adequately repair auto and recommend full rebuilt engine. there are several reports of similar complaint filed with *****. I do not feel there should be an expectation of a blown head gasket in this car or that I should be responsible for cost of repair without determination of root cause. I believe this issue may eventually be a full recall or end up in a class action against *****.I have already paid for 2 separate diagnostics at 2 different ***** dealerships I have already paid for full tune up and replacement of a single coil.this car has never run hot.need help with resolution between dealer and extended warranty carrier Zurich.
Business Response
Date: 04/10/2024
Please see attached response letter. Thank You
Initial Complaint
Date:03/21/2024
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 was instructed by ZURICH to file a claim via e-mail under my *************** Contract. I sent all of the required information to ZURICH electronically on 3/15/24. My *************** Contract Number is RV85168161.I have not received any acknowledgement of my claim submission, and I have been unable to reach a **************** Representative by phone after several attempts. The ZURICH 800 number has extremely long wait times, and you cannot get through to a representative.Your help would be greatly appreciated.
Business Response
Date: 04/09/2024
see attachment
Customer Answer
Date: 04/09/2024

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:03/15/2024
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.
Wed Dec 20th at 7pm on way home with my friend an our kids a car caused an accident. since then Progressive( claim #**-4108287, policy # *********) who H33333**3353036333830H of insured who caused accident. Progressive has tried contact other involved. Power ****************** owns other utility work truck who insured under H3**93937313638333830H H3**93535313**4373930H H3330333**53**6373636H ( policy # BAP2929940-03). They have not responded in 3 months in any way toward Progressive attempt's. This is costing all parties involved every day . I am still without a vehicle an my claim is less then what these companies are wasting a day.
Business Response
Date: 04/05/2024
Customer Relations,
Attached please find ********* ******* response to the BBB complaint *******, included is the email verification noting the response sent to ****************** on April 5, 2024.
Thank you
Olive
Customer Answer
Date: 04/07/2024

Complaint: 21437878

I am rejecting this response because: They have not contacted anyone . I have been in contact with progressive 2 times a week an have all the progress voicmail, emails an text. I am the one who is getting g screwed cause there taking time. They already have horrible reviews and complaints already through the BBB. This is unacceptable. I am without a vehicle when I was the 1st one hit. He ricochet off of me. So no . This is not ok in any way. Sorry.

Sincerely,

*****************************
Business Response
Date: 04/15/2024
Addl ******* Response Letter
Customer Answer
Date: 04/16/2024

Complaint: 21437878

I am rejecting this response because: They are prolonged this claim to there benefit while racking up money on there side of the claim. The adjuster know how much the truck is worth. That's why there the adjuster its there job period. Every day this isn't settled they added more for rental to replace that truck. Which is mostly more then the value value of my truck in a day. An on tip if it the reports of this company is consistent with. Not coming through for being there for there clients. This in not acceptable. I'm without a vehicle for months. Renting my dad's truck an he bought a new one so I could continue to use. But pat him $100 a day for rest which isn't close the the money there are using up. I have been advised by my father who was an adjuster an own company though farmers. Said. This is very abnormal an are only using for there benefit. I am also filing papers. Insurance companies need to be held liable. Thank you

Sincerely,

*****************************
Initial Complaint
Date:03/12/2024
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.
Complaint: deceptive practices: recieved a mailing informing that the extended platinum auto warrenty that I purchaced when I bought a new ****** from a local ****** Dealer (****** dollars) needed to be activated. After calling support (*******), I was informed that the warrenty I purchasedonly covered oil changes, roadside assistance a rust corrosion. That I needed to pay a montly charge charged that included back payments. The contract I purchased through ****** has no connection to Zurich. ******* lied about the contract payment being overdue with the inent to activate a 200 dollar a month fee. Zurich should be held accountable for the type of desceptive markting. I trust BBB, but how did the get a A+ rateing.
Business Response
Date: 03/14/2024
Hello, please provide the contract or claim number so that our team may further assist. We were unable to locate any contracts in our system with the provided information. Thank you.
Initial Complaint
Date:03/04/2024
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.
3/4/2024 - ************ tried to submit a claim for a good coverage plan/warranty we purchased when we bought our ***** Oydssey in late OCT 2023. A spool valve is leaking oil of no fault to us. It is considered part of the transmission which SHOULD be covered per our documentation. Zurich denied the claim. Did not give a proper reason or explanation as to why and basically hung up the phone on ************. It is clearly listed that an issue like this should be covered in the extensive warranty we purchased. I have tried calling and waited over 40 minutes both times and still did not get to speak to an actual representative. That is unacceptable. I will not remove my complaint from the BBB until someone reaches out to resolve this issue. The cost to fix this issue is 1100. We refuse to pay it.
Business Response
Date: 03/19/2024
Response attached
Initial Complaint
Date:02/29/2024
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 bought a car 2 years ago from ******* and was provided a warranty (which I paid for by Zurich) and I had some early car issues with the transmission so I took it to the dealer then and ZURICH didnt want to replace parts with new ones so they sent the dealer refurbished one and now my car is riding worst then it was before the changed the part I almost had several accidents with my children in the car due to this malfunction
Business Response
Date: 03/18/2024
response attached
Initial Complaint
Date:02/24/2024
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.
MY car Was A Total ***************************** Was Supposed To Pay Off The Remaining Amount After My Insurance Paid There *********** Did Not Cover Anything They Were Supposed To Pay Whatever Was Left.
Business Response
Date: 03/06/2024
*****************************,

Please see the attached response to your BBB complaint and supporting documents. Feel free to reach out with any questions.

Thank You,
Initial Complaint
Date:02/22/2024
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 or about 12/5/23 I took my dog to see ***************** because I thought my dog needed an emergency spay because I thought she was pregnant from her brother and they both were *****. I drove an HR to ******* from.ga because I couldn't get in to any vet local soon enough and I was worried. ***************** determined that she was not pregnant but I asked him to check for pyometra because a lady in lobby said that's what it sounded like. And they lady said God that you brung her in today because she would have died a horrible death in about 24hrs. ***************** thought it was so serious. He gave her antibiotics and said she will be ok just try to get her back eating. Well she died just like the old lady said about 24hrs later. I'm requesting for Zurich to pay me for the loss of my dog and the trauma that it was closed. Every time I think about the situation I get very I'll..I was hoping for closure so we could move on but they are not taking any responsibility so I have to continually be subject to being reminded that I watched my puppy dying, thinking she just had to get the meds.in her system and would rebound, trusting the information that ***************** suggested. They are trying to rely on the white blood cell test but my vet said many Dr try to hang their hat in those test. He said the white blood cell count could have been high but she could have started losing white blood cells so the results would look normal but she could have lost a lot and that's why more examining is suggested. ***************** admitted that he should have done more and I'm very disappointed that Zurich aren't taking any liability given the facts. I will fight this until I can't. I will contact the local news regarding this matter also if they do not hurry to take some accountability.
Business Response
Date: 03/04/2024
Please see attached response letter to the BBB. Thanks
Customer Answer
Date: 03/05/2024

Complaint: 21333247

I am rejecting this response because: this is my response to Zurich on 3/4/24
Hi
I'm disabled and feel taken advantage of. If you all were arriving to this conclusion, the additional info such as expenses were not needed. Due to the fact that ***************** admitted on 12/7/23 when we spoke that he should have done more now you all are contradicting what he said out his own mouth, that's concerning. If an old lady named ************ who is a breeder told me and his staff in the lobby that the dog had pyometra because a pregnant dog would not discharge so early on and if she would not have come there that day she would die a horrible death within 24hrs which is exactly what happened. I'd think with ***************** training he would have more knowledge but in this case he didn't. We do not need to provide any additional information, your insured told us on a recorded line that he should have done more and he apologized. ************ and her son ****** will testify to this fact.

We are giving you all one last chance to at min cover the lost of my service dog and some expenses, we are demanding $13,000 within 14days.
If not we are going to contact the local news station, the *** board of vets and have our attorney go forward with the lawsuit. We will ensure your handling of this case is documented via ******* bbb and cfpb.

Sincerely,

*************************
Business Response
Date: 03/12/2024
Please find attached our follow up response. Thank You
Customer Answer
Date: 03/13/2024

Complaint: 21333247

I am rejecting this response because: ***************** admitted that he should have done more in regards to evaluating Dime. But Zurich is acting like my dog died because I didn't go back to a doctor the next morning. I drove out of state for care because of the sense of urgency. Their insured said the puppy was ok it was going to take time for the meds to work and she would slowly improve. I trusted his evaluation despite my concerns. His other client Mrs ***** told me and the intake staff that the dog had pyometra and would have died if I didn't bring her in that day. We communicated this to ***************** and he advised us the issues were not life threatening however the dog died within 24hrs just as Mrs ***** whose a breeder stated. It's awful that ***************** miss diagnosis caused my puppies life and Zurich are not taking ANY accountability when ***************** admitted to us he should have done more. We will not accept this.

Sincerely,

*************************

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

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Zurich North America is BBB Accredited.