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.
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:01/23/2024
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 an extended warranty from Zurich via *********** for the truck I purchased. Purchased the policy in 2018 for $3000.00.I need to use the warranty for cover a repair. The dealership has spent 2 days and couple of hours on the phone trying to reach the claims department to get authorization to cover the repair. I called **************** and ****************** On the phone for extended time no one answers the phone. Same calling Customer ****************************** CS ************, Claims ************ - just music.
Business Response
Date: 02/05/2024
See attached for our response.
Customer Answer
Date: 02/06/2024

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:01/13/2024
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.
Rent-a-car hit my car on 11/262023 in ******** ******.My insurance company has been contacting their insurance company "Zurich" by emails and phone calls regarding our claim.However, they insurance company ignore our contacts since November.I need your help to start have a conversation about this incident.Zurich Adjuster name is ****************************** insurance company information as follows:Island Insurance Assigned Claim No: HJ005312 Handling Adjuster: ***************** Phone No: ************** Fax No: ************** E-Mail Address: ************************************* Please let me know if you have any questions.Regards,*****************************
Business Response
Date: 01/29/2024
See attached for our response.
Initial Complaint
Date:01/13/2024
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.
Oct. 10, 2023, me and my wife, purchased 2 round trip tickets to ******* on Nov.23,2023 with Turkish Airline and connection in ******. Did not anticipate the growing tension and risk condition in the whole region at that time.Once the ** Government issued a Worldwide Caution Latest information for U.S Citizens - Update November 9, 2023: Due to increased tensions in various locations around the world, the potential for terrorist acts, demonstrations or violent action against **** citizens, the ********** of ***** advises ** citizens to exercise increased cautions as a travel warning *****ment, we as senior citizen decided to postpone or cancel the trip. The travel protection purchased at the time of booking issued a Certificate of Insurance Coverage Ref: XSYDR-SYE7H-INS Underwritten by Zurich American Insurance Company, that includes a full amount coverage for a Pre-departure Trip Cancellation Benefit. No details on the unforeseen events.Given my wife medical condition, submitted Claim on Nov. 10, Followed with required information on Nov. 15, Medical Chart, Travel invoice, additional files. They provide No contact information, only e-mails. All calls bounce to other insurance agencies with No reference to our claim. The *********** have only option to a link of Your Claim that keeps showing Under Assessment Status. Sent an Inquiry on Nov. 21, mention to travel date approaching.When reached an agent on Dec. 9 and Dec. 29, they both assured to escalate the case and with email response "thank you for your patience". The insurance failed to honor their engagements that states to: Send email or SMS at your request progress, Follow-up call after each call or email. Provide 5 to 10 days to receive notice.Why the company delayed until Jan 10, **** to issue a denial response, why they wasted 2 months time that resulted losing the entire trip cost = $1658.80.This company lacks competence, resources, or training, needs investigation to better customer protection. How many times has this practice been conducted to lure customers with no accountability for the perpetrators?
Business Response
Date: 01/18/2024
Please see attached response. Thanks
Customer Answer
Date: 01/24/2024

Complaint: 21142464

I am rejecting this response because: This is not a response. not even close. This is just a diversion again. We are still questioning their practices. they sent Incomprehensible form. They don't follow good business practices. Needs BBB inspecting there reviews.

Sincerely,

*****************************
Business Response
Date: 02/01/2024
Maameri Email with Attachment
Customer Answer
Date: 02/02/2024

Complaint: 21142464

I am rejecting this response because:
Hi *************************** - Claim Manager
We always travel on ******* Airlines and when we purchased 2 tickets including travel protection insurance on Oct. 10th, we trusted your coverage to be honored as listed on the certificate issued the next day. No underlines or series of policies indicate to the customer (traveler) what to expect ? you may have started issuing all those documents after the fact to establish more diversion.
Our primary and main question we asked over and over was:Why did such responses, released now, take more than 2 months to communicate?Why did such a delay cause us to lose our entire cost for the Trip ($1658.80)?a timely response or decision (as in your statement: allow 5 to 10 days to receive an answer) would have helped us to take another option to better meet our situation.
We have opted for an alternative of a Travel-voucher to use in the near future: Marked YES to (Will you be exchanging your airline ticket(s) for future travel?). All contacts with your agencies were in vain.
Again, we are senior citizens traveling through the crisis regions, we have securely paid for and were confident that your insurance company honored their liability of the 1st engagement benefit.(all initial documents confirm that).
You are trying to buy more time and not to endorse the responsibility of a replacement, we are trying to avoid court litigation to recover our loss.
I hope this additional explanation will offer more clarification to leverage a second review of our claim and cover our loss,allowing us to continue using the ******* airline and your services.
Thank you.

Sincerely,

*****************************
Initial Complaint
Date:01/13/2024
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 bought Zurich extended auto warranty with my new vehicle in Nov. 2019.The vehicle is Jeep Unlimited Rubicon.This vehicle developed a recurring problem with the rear defogger, which is a part covered by the purchase policy.The 1st time it happended insurance covered it, but getting the approval took very long time and the service manager in the dealership complained about it./The 2nd time they covere it again, but again, it took time to get them on the phone/This time the same problem reoccured, 1/2 year after the last time. The typical remedy is to replace the defective part, which is the rear glass that has the defogger, but, 1) they refuse to do it, and it costs me and my wife each 1/2 day off work to bring the car in, 2) this time it is impossible to get them on the phone; the dealer's service rep was on hold for 5 hrs and still did not get anyone. My car has been there overnight, since 1/12 to 1/13 and it seems that unless I take it back unrepaired, it will be there all the way into 1/16 (as 1/15 is holiday), and even then it is unclear whether and when they could be reached.This is no way to treat customers. This is the most expensive extended warranty from those I've seen.
Business Response
Date: 01/16/2024
Hello,
In order to further escalate this issue, please provide the claim number and/or the policy number. This way we can immediately look further into this matter. Thank you.
Customer Answer
Date: 01/16/2024

Complaint: 21141491

I am rejecting this response because:

I am not even sure how to respond.
They want my policy # and this will be made public?

let them call me and I will provide it.

Sincerely,

*******************************
Business Response
Date: 01/26/2024
Please see attached
Customer Answer
Date: 01/26/2024

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:01/04/2024
Type:Customer Service 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.
Theres a conflict interest with the adjuster Ive been dealing with. I would like to speak with someone about this situation to the appropriate upper head. This situation is too large to explain here. Im requesting acknowledgment as I seeking someone to step in to help meditate between adjuster and policy holder. My contact information ************ ***********************. Ive been asking to speak to someone in a higher position. No one at Zurich wont provide me with numbers nor emails to reach you ********************* I have more information, Ive only uploaded two emails. The adjuster mis handling my medical refusing to pay medical bill that rightfully should be paid. Etc etc
Business Response
Date: 01/04/2024
Hello,
Please provide the claim number and polic number so that our team can properly locate and begin to investigate the situation. Thank you.
Initial Complaint
Date:12/31/2023
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 made a refund request with Zurich on 9/28/23 for a refund due me for a vehicle warranty on a vehicle that was sold in the previous July. Zurich confirmed my request stating the refund would be issued within 4-6 weeks. It has been 12 weeks. I have made countless phone calls to Zurich to resolve this issue. I am constantly redirected to a Zurich customer agent, who all confirm they owe me over $1300.00 but none of them can direct me to the party responsible for issuing the refund. Zurich will not help me, nor does their third party who issues payments. I cant wait anymore for the payment they owe me. I have tried every avenue I can to have this resolved within the Zurich company but they are radio silent.
Business Response
Date: 01/05/2024
Please see attached response letter. Thank you
Customer Answer
Date: 01/09/2024

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:12/29/2023
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 comprehensive extended warranty when I purchased my 2018 ***** Odyssey from the dealership. Im traveling with my family. The dealership is trying to get ahold of Zurich to file a claim (as well as myself and my husband) we wait on hold for an adjuster to submit a claim for 45 minutes to 2 hours and are hung up on. The dealership even left their contact information as I was instructed to tell them to do by chatting online with a customer service rep and it has been 36 hours and no call backs. Absolutely ridiculous. Ive tried chatting online and they tell me Im just a customer service rep
Business Response
Date: 01/05/2024
Please see the attached response letter regarding your BBB complaint # ********. Thank you and have a good day.
Initial Complaint
Date:12/20/2023
Type:Billing 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 injured on the job on August 14, 2023. My employer sent me to the emergency room for treatment and filed a workmans compensation claim with Zurich. As of this date, Zurich has not paid the hospital and I am getting letters from them stating that they are going to turn me into a collection agency. When I contacted Zurich, *********************** said that the claim wasnt submitted on the proper form. The hospital billing department said that they have reached out to her numerous times and have gotten no response.
Business Response
Date: 12/21/2023
Hello,
Please provide the claim number so that we may locate your file and further escalate this issue. Thank you.
Customer Answer
Date: 12/21/2023

Complaint: 21038475

I am rejecting this response because:

claim number is 2230610197
date of loss 8-14-23
employer Krispy Kreme Doughnuts Corp
Sincerely,

*******************************
Business Response
Date: 01/04/2024
Hello, See attached for our response.
Business Response
Date: 01/04/2024
Hello, See attached for our response.
Customer Answer
Date: 01/08/2024

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:12/05/2023
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.
- Group travel Insurance was bought by 47 members for a trip to ******, Jorda for Oct 5 -16 from Zurich Travel. - Oct 7 militants attacked ******, ****** closed its borders. All group members tried to catch next immediate available flights back to US.-Claim no was given by Zurich travel asist for policy 513ZPD-0422.-Since all members had different expenses, each family members were asked to file claim individually.-Myself and my wife filed claim on Oct 16, 2023 individually.-Oct 23, Zurich travel customer service acknowledge receipt of all required documents and claim no was given for mine ****** and my wife's 715044.-Since no email confrimation was received, I called customer service ***************. I was told it will take approximately ***** days to process the claim and to receive an email response.- Several calls made since then, talked to various customer service ****** ***. ****************, **** to name a few. Various reasons were given including incorrect address, large group more time required, and one person even told me my claim was denied but it was not finalized yet.-Initially I was told *** was handling the claim, then it got shifted to manager ***********************. -Emailed *********************** and 2nd email was sent to ****** Nov 29th but no response.-Asked for another supervison name or number, I was told *********************** is the head of Zurich Travel Asist. -Requested claim amount per head *****. All doucments pertaining to this provided.
Business Response
Date: 12/18/2023
Good morning,

Enclosed is the reply to the complaint submitted.
The insured has already been updated with the status and denial letter.

Regards,

***********************
MANAGER, CLAIMS
Customer Answer
Date: 12/18/2023

Complaint: 20960984

I am rejecting this response because: per their policy WAR is not covered. When we booked the trip and the day when we arrived WAR was not started. Our trip route map was the opposite side of the effected zone. As our trip included countries like ****** and *****, their sentiments were more towards the Palestian and high tension was seen among the locals. Since US was supporting ******, as Americans we realize it was not safe to travel through these regions when the tensions are so high. This should be considered as unavoidable circumstances and we request for our claim to be honoured.

Sincerely,

***********************
Business Response
Date: 12/20/2023
Please see attached follow up letter. Thanks
Initial Complaint
Date:12/01/2023
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 warrenty with this company. The dealership and myself have spent 6 hours on hold 2 hours with one call myself. No one answers
Business Response
Date: 12/01/2023
Hello,
Our team would be happy to look into this situation. If you can please provide us with additional information. We need your service contract number, if you have a claim open (if yes, please provide the claim number) along with what you are needing to reach Zurich about (brief statement for our records). The more information the better. Thank you and we look forward to assisting you.

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