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.
- 103 complaints closed in the last 12 months.
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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:02/20/2024
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 fell in one of your insured locations. The location filled out an incident report. When I fell I damaged my personal belongings and injured my knee and shoulder. Your claims adjusters are extremely unprofessional and when I complained about this they sent me to fraud
Business Response
Date: 03/01/2024
See attached for our response.Customer Answer
Date: 03/01/2024
Complaint: 21321024
I am rejecting this response because it is extremely inaccurate. I never agreed to meet with a field adjuster and I first told of my phone and clothing during my initial phone call.
Sincerely,
*******************************Business Response
Date: 03/11/2024
Hello, see attached for our response.
Customer Answer
Date: 03/11/2024
Complaint: 21321024
I am rejecting this response because:
Sincerely,
*******************************Initial Complaint
Date:02/20/2024
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 received a notice from Zurich stating I was intitled to a refund for my GAP insurance. After speaking to a representative of Zurich on the phone, I submitted a cancellation as well as the payoff letter as they requested. I was told it would take 4-6 week before I would receive my refund. It has now been more than 2 months and I have yet receive any refund. The original cancellation and pay off letter were sent on December 18, 2023.Business Response
Date: 02/27/2024
See attached for our response.Customer Answer
Date: 03/01/2024
Complaint: 21319260
I am rejecting this response because: Initially when I spoke with a representative (*******) from Zurich in November of 2023 I was told it would *********** week from the date I submitted the cancellation, and proof of completion of payments for the vehicle to receive my $673.44 refund. I submitted both documents that were required on December 18, 2023. However as of today March 1, 2024 I have yet to receive my $673.44 refund. I have received a letter in the mail form Zurich but not my refund. I don't understand why the company would send the same letter they sent me in an email to my home instead of simply sending the refund. Nonetheless, it has now been more than 9 weeks since I've sent the documents that were required to process the refund. That being said I reject this response from Zurich because we have passed the point of communication, only the refund can resolve this issue.
Sincerely,
*************************Business Response
Date: 03/13/2024
See attached for our response.Customer Answer
Date: 03/13/2024
Complaint: 21319260
I am rejecting this response because: The company has not responded to me since my last response a week ago. I have yet to receive the approved refund that was supposed to take 4-6 weeks. It has been 11 weeks since I have sent the payoff letter for my refund.
Sincerely,
*************************Initial Complaint
Date:02/16/2024
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 May 12th, 2023, I was involved in a car accident. I was driving a 2016 ************ and the person who hit my car was driving a company truck while hauling a trailer that had heavy equipment on it. The driver worked for **********************************. Their company has Zurich North America insurance in which they have already paid for my vehicle completely.I still owe thousands of dollars of medical bills in which they have neglected to pay. I had a neck and knee injury that required me to go to therapy 3 times a week. I also had to visit with a specialist due to my neck injury. I had missed a lot of work due to these sessions.They have not contacted my lawyer and are ignoring his phone calls and emails.The Zurich North America contact I had is ************************* (******************************************************)and his boss name is ************************* (******************************************************)Ph. ************ I just would like to get this resolved as quickly as possible to get this behind me and move forward with my life. The hospitals have already filed liens on me through the county courts in which I would not be in this situation if this man would have not hit me.Thank you for your help.***************************** ************Business Response
Date: 02/22/2024
Please find attached the response letter. Thank YouCustomer Answer
Date: 02/26/2024
Complaint: 21306191
I am rejecting this response because:My adjuster has not reached out to my lawyers with an offer to the demand sent back in October. We are still waiting
Sincerely,
*****************************Business Response
Date: 03/01/2024
Please see the response follow up and attorney letter. ThanksInitial Complaint
Date:02/09/2024
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 an extended warranty through the dealer when I purchased my truck. I paid $2800 for the bumper to bumper best warranty they had. After driving my truck not even 500 miles I began hearing engine revving while driving so I took it to the dealer. Tech said ****** has a flyer out of the known issue and that my engine would need to be replaced. The flyer stated ****** would cover 80% of the $17,000 cost leaving $3,400 for the cost to repair. When I called Zurich they agreed and had the flyer in front of them. However as far as paying for the engine they refused unless the mechanic first broke the engine down (15 hours of labor). The person stated that I would be responsible for this labor if the cause was considered "normal wear". Truck has 101k miles and the person so the notice from ****** but would not tell me if it was considered " normal wear and tear" only that I would be responsible. He finally said he didn't understand it either but that is what his script is saying. This company is obviously purposely using deceptive business practices to use any means necessary to NOT cover an item and in turn defeating the purpose of the extended warranty. Buyer beware and I am ashamed a grifting company like this is permitted to operate in plain site, being pushed by dealerships, in *****************. What protection for consumers is there?Business Response
Date: 02/26/2024
Response attachedCustomer Answer
Date: 02/26/2024
Complaint: 21272446
I am rejecting this response because:
This was determined to be a critical issue by dealer after driving the vehicle less than 500 miles post purchase. This is NOT "normal wear and tear" and the entire reason I purchased the extended warranty from the dealer. If you do not cover a vehicles full power train which included the engine then how are you even in business with this dealer? I understand it is a heavy expense and you would prefer to utilize whatever terminology will best fit the result you are looking for, however the fact is you offer a sense of security to consumers buying used vehicles for several thousand dollars. When something goes wrong shortly after purchase you have an obligation to fulfill the obligation of coverage instead of playing on words to avoid paying for a clear power train failure. The engine is being replaced and will be able to provide the **************** and receipt upon completion. My hope is that I will be reimbursed upon either before or after completion.
Sincerely,
*******************************Business Response
Date: 03/05/2024
Response AttachedInitial Complaint
Date:02/06/2024
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.
I invested in Fractional Life Shares with *******************. 2 of the policies are with Zurich Life Insurance. ******************* is in a court appointed Receivership and facing Legal issues for accusations of Fraud, embezzlement, etc. I phoned Zurich on 2/5/24 and spoke to ********, to ask her if I am Secured in my 2 Life Insurance Policies, she said '"Ask ****************" ; **************** is the Court Appointed Receiver for *******************. I emailed **************** with what I was told by Zurich. I don't when or if **************** will get around to making the inquiry for me. I object to being forced to inquire with the Receiver.Will seek legal counsel to inquire about it this. When the SEC gets back to me on my Reliant -LS Complaint I will mention what Zurich told me.Business Response
Date: 02/16/2024
Please see attached response. Thank YouInitial Complaint
Date:02/05/2024
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 a truck with an extended powertrain warranty through zurich. It's 4yrs or 48k miles and I was under the limits of mileage when I brought my truck to the dealership I was told to bring it to on 10/03/23. The transmission is in need of replacement. At that time the dealer told me it would be weeks to get this done. The service mgr i was dealing with was out for over a week and another service manager took over my case. At the time they were able to work on my truck they told me the warranty expired. But when i brought it in October it was covered. Zurich alleged the dealership should have entered the claim then. Now that i could not leave my truck there 4 months and drove it. The mileage is over and zurich refused to cover the transmissionBusiness Response
Date: 02/16/2024
Please find attached the response letter. Thank YouInitial Complaint
Date:01/31/2024
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.
Dropped off my 2015 Buick Lacrosse at Automotive Solutions for repairs Jan. 29, ****. The repair shop has done an evaluation and has been trying to contact the warranrt company to a claim number and aproval for the work. When I purchased the vehicle I was told that the $5,300 total cost wouls cover most repairs but so *** they ware not responding. I need Zurich to call the repair shop and give them approval, *************) I need my transportationBusiness Response
Date: 02/16/2024
See attached for the response.Customer Answer
Date: 02/19/2024
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:01/26/2024
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 December 2, 2023, I was involved in an accident with another party, who was insured by Zurich, NA. I was found to be "Not at fault" and my vehicle (2016 Corvette Z06) suffered significant devaluation as a result. I was also made to pay the deductible until Zurich accepted responsibility. I filed a claim with them on 22 December 2023, seeking both *************************** of the $500 deductible I paid to my insurer, USAA. since that time, 35 days, nobody from Zurich has responded or even acknowledged my claim # **********. This business does not seem legitimate, and I am concerned about insurance fraud. Please assist!Business Response
Date: 02/09/2024
Please see attachedInitial Complaint
Date:01/25/2024
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 have an extended warranty on my 2019 Chevrolet VIN 1GC!KTEY6KF102594 truck. Zurich has paid every repair bill until I had to take my truck to an independent auto shop. I called Zurich to make sure they would cover the repair and was told to go forward with the repair. Now they are denying the claim. After multiple reasons for not paying the claim, I was told it was denied because my truck is tagged in the name of our company, AAA ***************** Zurich says it is a commercial truck. It is not a commercial truck. It is my personal truck and nobody drives it, but me. I am the president of the company. I am asking them to pay the claim as they have every claim I have filed on this policyBusiness Response
Date: 02/08/2024
Please see attached.Initial Complaint
Date:01/24/2024
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.
Have warranty, try to get jeep fixed, NO contact available whatsoever from us and the dealership with Zurich! need to get Jeep fixed, cannot until Zurich talks to us and dealership!Business Response
Date: 02/08/2024
See attached for our response.
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