Complaints

This profile includes complaints for Zurich North America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zurich North America

  1299 Zurich Way Schaumburg, IL 60196-5870

  
• 

  Zurich North America

  3636 S Sherwood Forest Blvd Ste 370 Baton Rouge, LA 70816-5206

• 

  Zurich Companies

  363 N Sam Houston Pkwy E Ste 820 Houston, TX 77060-2408

• 

  Zurich North America

  800 5th Ave Ste 3800 Seattle, WA 98104-3177

• 

  Zurich North America

  PO Box 3485 Hopkins, MN 55343-2185

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:08/15/2023

  Type:Sales and Advertising 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 involved in a vehicle accident on 7/25/23. The driver that caused the accident was employed by Tops Septic Company who is insured through Zurich insurance. The driver of the septic company truck did receive a citation and I have attached the crash report. My car was not driveable and was towed directly to our body shop. The company manager arrived on scene and admitted that this driver had another accident the week prior and had also backed into a trailer with a company vehicle. I filed a claim with Zurich for the damages to my car. My husband and I have made multiple attempts to make contact with the claim rep as well as his supervisor for an update. He responded a week ago stating that they couldn't move forward until the company that owns the truck states that they are accepting liability and that the driver had permission to drive. We have made multiple attempts to contact this Zurich insurance rep and his supervisor as has my insurance company (Allstate) and our auto body shop for updates, but they have not responded to any of these attempts. Since Zurich has not responded any further and I am still without a vehicle, I have had to go through my insurance company to get the repairs started on my car. My insurance will be pursuing reimbursement from Zurich, but I do not have rental coverage with my insurance and will continue to be without a vehicle. I will also now be out a deductible until Zurich reimburses my insurance company. My Zurich Claim number is **********.

  

  Business Response

  Date: 08/21/2023

  Please see attached response letter for this complaint. Thank You

  Customer Answer

  Date: 08/21/2023

   
  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:08/15/2023

  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.

  We own and operate a commercial shopping center (******** Crossing) that suffered millions of dollars of damages. A professional ring of thieves stripped all of its copper pipes, electrical wiring, fixtures, lighting and intercom systems, HVAC etc. This left the property in ruins and completely unusable. Zurichs delays have put us at risk of a tenant lawsuit and we are unable to lease the damaged spaces. We insured the property under a policy issued by Zurich American Insurance Company, paid all premiums, and timely submitted a claim for damages . After more than a year of cooperation and providing hundreds of pages of documents/information to, numerous site visits with Zurich, too many emails back and forth to count, and a sworn Proof of Loss, Zurich has refused to even take a coverage position for the claim, let alone make any reimbursement of loss. Instead, Zurich has offered a string of bad-faith excuses, from claiming that we were not insured, to suggesting that we were involved in the theft (even after the police told Zurich directly that the perpetrators were a professional ring of thieves- some of whom the police have arrested and the rest the police have warrants to arrest), to claiming hyper-technical and inapplicable deficiencies with our submissions (we hired a professional claims adjuster to help with the submissions) to delay. They delay by asking for more (the same) information, saying they are investigating, and switching claims adjusters. The longer they wrongly delay payment, we are furthered damaged while it is money in their pockets. It is no surprise Zurichs profits are up. All we ask is for Zurich to cover our loss per our policy. I do not know how a company with a **** star rating can have an A+ business rating with the BBB. I feel that they are exactly the type of company that the BBB is supposed to protect consumers from and do not understand how in good faith the BBB can give them their highest rating. Consumers, please beware!

  

  Business Response

  Date: 08/24/2023

  Please see attachment 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  

  Good afternoon,
  
  We filed a complaint ( Better Business Bureau Complaint ID ******** ) in good faith with the BBB trying to resolve our insurance claim with Zurich, as it has been well over a year and we have just been getting the run around. Zurich has never taken a coverage position, shared any information or made any type of response to our claim that I am aware of. Their only communication has been to say they need more information and ask the same questions (which have been repeatedly answered) over and over again in different ways. After filing our complaint over a week ago, my husband today received a notice from Zurich that they want their lawyers to conduct an examination under oath. This timing suggests to us that this is retaliation for us filing the complaint and another delay tactic as they are now making this a legal matter. Since Zurich is making this a legal matter, it seems we will be forced to bring in counsel and be unable to work through the BBB. I would like to now leave a 0-star review for Zurich.
  
  I beg the BBB to investigate Zurichs business practices and remove their highest rating. If you look at the customers reviews, they have **** stars. This is exactly the type of business the BBB is supposed to protect consumers from.
  
  Thanks,
  ***** and *************************
  
  Sent from my iPad
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/31/2023

  Please see attached

• Initial Complaint

  Date:08/06/2023

  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.

  On April 5, 2023, I purchased travelers' insurance through Go Ready a Zurich Company to go to ****** for a medical procedure. I obtained coverage for the deposit, the airline flight, the hotel and medical coverage. On May 17, 2023 I received notification that the doctor needed to cancel thus canceling my trip. I contacted the airline, hotel, airport parking and was able to get all deposits and funds paid except the doctor's deposit for $500. I reached out to Go Ready repeatedly and received no response. I called and waited on the phone for over a half hour and was finally able to get in contact with an agent who sent me a packet of information to fill out. I completed the packet, sent proof of cancelation and even sent my attempt to have ***** reimburse the amount and to date have not heard anything from Zurich. I have sent them emails and get no response. I think Go Ready is a scam because I don't know any insurance company that is allowed to ignore and not pay customers. Claim #****** Policy #4GRCWT11783132

  

  Business Response

  Date: 08/22/2023

  See attached for our response.

• Initial Complaint

  Date:08/01/2023

  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.

  After being hurt on 6/7/23, my employer filed a workers compensation claim with Zurich on 6/8/23. The first week of my claims experience was a nightmare trying to get in touch with Zurich after being seen at *********** who referred me to get X-Rays and an MRI. After speaking to multiple representatives, I was advised that my claim was assigned to an adjuster who was out of the office. I did not hear from my Claims Adjuster ****************** until 6/14/23 and it was via a text message. He never answers his phone and when you follow the instructions on his voicemail to speak to another representative, it gets you nowhere but right back to his voicemail. He will send you text messages but when you respond you get the following message, " Thank you for your text message. I will respond to you as soon as possible" or "Thank you for contacting Zurich Claims. I am out of the office". He finally scheduled me an appointment with his provider on 6/28/23 but did not send them my medical data from my two visits with *********** or the Diagnostic Impressions. As a result, I sat in their waiting room in pain for hours waiting to review my data with his Orthopedic MD. After I provide all the medical documents from my treatments to him for review, he alleges he does not have what he needs to make the necessary referrals requested by his Providers. He had OneCall contact me to schedule an appointment with providers who are no longer in business. I started Physical Therapy on 7/24/23 per his Orthopedic *********** on 6/28/23. I have yet to be scheduled to be seen by a Neck Specialist as per the referral from his Orthopedic MD on 6/28/23. I returned to his Orthopedic MD on 7/31/23 to see his APRN due to ongoing pain and she also referred me to see a Cervical Spine **************** see *************** Specialist & have an EMG done. I feel my adjuster is intentionally delaying my medical treatment for no reason. I feel his intentional delay tactics are a ploy to get me to engage an injury attorney, so he does not have to communicate with me. I feel he is leaving me no choice; I am still in constant pain due to my injury, and he is not doing his part to follow the direction of his medical professionals. My health is the most important thing in my life. I need help with protecting my health from an uncaring individual who does not value communication, empathy or trust.

  

  Business Response

  Date: 08/10/2023

  Please see attached. 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20405463
  
  I am rejecting this response because: 

  First of all, I reported my claim to my Manager & HR on 6/8/23 who sent me to *********** for my initial treatment. When I did not hear from anyone at Zurich, I called multiple Zurich numbers to get direction on my claim. It wasn't until I got my co-worker involved who had an existing claims adjuster that I was able to speak to someone who could actually help me. I never received a call from anyone at Zurich within the first week or more of my claim. I initiated every call to Zurich who, except for my new adjuster ***************************, does not call you back. Instead, they send you pointless text or emails with no value to try and herd you like cattle being sent to the *********. I know now that this was a delay tactic. Once I received an Orthopedic referral as a result of serious medial findings on my MRI report, and complaints of ongoing pain, my claim should have been reassigned to an experienced injury adjuster like I have now. Instead, it sat with an inexperienced adjuster who was not even in the office and once he returned, did not have the empathy or professionalism to review all the data I sent in and call me to properly investigate my claim like my new adjuster did. 

  Secondly, I never refused to provide any information to Zurich. I advised I did not feel comfortable leaving my social security number on a stranger's voicemail, email or text. If I could ever get ****************** on the phone, I could have verbally given it to him just like I tried to give it to his Manager *************************** & her Manager *******************. Sadly, I have yet to speak to either leader even though I have requested it multiple times since 8/1/23. As far as I'm concerned, Zurich feels they can request important things from you but when they receive a simple request, they just ignore it until a higher power like BBB or DOI is notified. Even after that they still don't call you which is apparently a reoccurring theme at Zurich. It is this exact lack of professional communication that has delayed my claim since inception. I am truly ashamed to see an adjuster and two managers make Zurich insurance look so unprofessional. If I were not a licensed adjuster who has been documenting every call, text, email & voicemail, I am sure I would be another one of the forgotten. 

  When I called *************************** on 8/2/23, this is the message I received from her voicemail: You've reached ***************************, today is Friday June 30th and I'm out of the office for the remainder of the afternoon. Additionally,I will be out of the office on Monday July 3rd. Please note that all of our offices are closed on Tuesday July 4th and observance of in Independence Day holiday our offices will reopen on Wednesday July 5th, and I will return your voicemail in the order, in which it was received at that time. This is yet another example of the lack of professional communication you will experience when working with certain individuals at Zurich. My claim sat on ********* desk from Monday 8/1/23 until Friday 8/4/23. I had sent Zurich multiple text messages, emails & voicemails since Zurich never answers the phone. Here are a few of the email responses I got from ********:

  8/2/23 "I do not see where anyone is intentionally delaying your medical treatment in any way whatsoever. Scheduling as been delayed due to your refusal to provide requested information which is required by the providers per the State.

  8/3/23 "Im out of the office, your file is in the process of being transferred."

  8/4/23 "You may provide your SS# to your new adjuster whose information is listed below."  

  8/4/23 "Your claim is now with an entirely different team and manager. My manager has nothing to do with this claim at this point."

  Instead of picking up the phone to speak to me in order to try and resolve the issue, ******** just let my claim sit there for another week and chose to become a part of the issue. If this is not another example of a Zurich delay tactic then please explain why your adjuster, you and your manager all avoid voice to voice contact with their customers?

  Please provide me with a copy of the Florida State Law that you allege requires an employee to provide their social security number in order to schedule an appointment. Please also provide me with a detailed list of all your Cervical spine providers in *******. 

  Communication, empathy and trust are three words I will never associate Zurich with. 

  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/17/2023

  Please see the attached. 

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20405463
  
  I am rejecting this response because:

  As previously documented; I was not called by anyone from Zurich for over a week. I had to initiate every call to Zurich until I finally found someone to help me with my work comp claim. I guess I should have been grateful just to get somebody from Zurich on the phone in June since it would not happen again until August after I was forced to file complaints. 

  After Claims Associate II ****************** emailed me back on 7/6/23 advising that nothing else was needed from me, I assumed he was finally going to make the referral that Sports Medicine Specialist ***************************, MD submitted on 6/28/23. To my dismay on 7/11/23 Claims Associate II ****************** emailed me demanding I leave my social security number on his voicemail or in his email. I called Claims Associate II ****************** but like always got his voicemail so in my confusion, I contacted my HR rep who contacted Medical Only Team Manager ***************************;on July 11, 2023. There was zero communication from Zurich to me until I emailed Claims Associate II ****************** on 8/1/23 after my one-month follow-up visit to Southeast Orthopedic Specialist *************************** MD with his APRN ****************************** 

  My claim intentionally sat on the desk of Medical Only Team Manager *************************** for almost a full business week even after I urged Claims Associate II ****************** on 8/1/23 to review my claim with his Supervisor and/or Manager who I demanded to speak with in the next 48 hours. I called Medical Only Team Manager *************************** but of course she did not answer my call. On 8/2/23 I left Medical Only Team Manager ***************************;a very detailed voicemail; I also sent her a text message and then followed up with an email. On 8/3/23 I called both Claims Associate II ****************** and Medical Only Team Manager ******** Storm, but it just went straight to voicemail like it always does so I sent another email. On 8/4/23 I received a response from Medical Only Team Manager *************************** saying I may provide my SS#to my new adjuster ***************************. I immediately called W/C Claims Specialist *************************** as requested and to my surprise she answered the phone, and I was finally able to provide my social security number to Zurich as I had been trying to do since it was requested. On 8/4/23 I sent a thank you email to Medical Only Team Manager *************************** and again asked when I could expect her managers contact information since Medical Only Team Manager *************************** did not want to speak to me. The response I got was "Your claim is now with an entirely different team and manager. My manager has nothing to do with this claim at this point." On 8/10/23 I received an email from Medical Only Team Manager *************************** addressing me as Mr. *******. On 8/10/23 I sent an email to Manager ******************* but have still not heard back from her. On 8/16/23 I received yet another email from Medical Only Team Manager *************************** but to date, I have not received a call from her or her Manager ********************

  Why did I not get a call from a manager as I requested to provide personal information that I allegedly refused to provide?

  Is it customary for Zurich to not call their injured customers for time sensitive and personal information or am I the only one this has ever happened to?

  The Florida State Law you provided does not document at any point, that my social security number is needed to schedule an appointment with your medical professional. 

  The 

  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/24/2023

  Please see attached. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20405463
  
  I am rejecting this response because it has been three weeks and two days since I requested to speak to Medical Only Team Manager *************************** and three weeks since I requested to speak to her Manager ******************** 

  This is the message I received August 23, 2023 at 4:12 PM EST from Medical Only Team Manager ***************************:

  "Hey ********. This is *************************** and ******************* from Zurich. We wanted to talk to you and address your complaint that you continue to file. If you give us a call back that would be great. Thank you."

  No contact information was left which confirms that neither Manager actually wanted to speak to me as confirmed by their delay in returning my calls since August 1, 2023. 

  Due to Zurich's despicable customer service, I was left with no choice but to retain an attorney on August 21, 2023 to help me move my claim towards conclusion.

  Please direct any and all communication to ************************* with *************** at *************.

  Sincerely,
  
  ***************************** Iii

• Initial Complaint

  Date:07/16/2023

  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.

  On June 3, 2023 my vehicle was hit by a company vehicle insured by Zurich North American Ins. I placed the claim through their customer service and was told that an adjuster would call. I had to call several times and actually had to leave a message with a supervisor before the adjuster actually returned my call (Claim # **********). He asked for additional pictures for the appraisal, which I went out to the tow lot where the car was towed to take and uploaded to their site, and provided the police reference number and office badge number.Since the car was towed to a lot incurring fees, I was told at this point that once the appraisal team finished the vehicle would be moved to mitigate cost. After another week of calls and emails,the adjuster tells me the car will be totaled but they are having a problem verifying insurance with the insured company. It was suggested by the adjuster that I go through my own insurance instead of waiting for this issue to be resolved since he was uncertain how long this would take. I told him that since this was an older vehicle we only had liability insurance and that was not an option. By week 5 I called the insured business myself and was told that Zurich should be handling the claim and I gave her both the adjuster and the superivsor's name at Zurich to reach out to verify coverage. On June 14 2023, I a new adjuster reaches out to me and tells me he will be handling the claim and that they were still trying to verify coverage, and to mitigate cost I should contact my own insurance company, since he didn't know when this would be resolved. It was as though the process was starting over. This company has a poor track record of paying claims. Stall tactic after stall tactic. A class action lawsuit should be brought against this people.6 weeks later my vehicle is totaled still sitting on the same lot.RE: Claim **********.

  

  Business Response

  Date: 08/03/2023

  See attached for our response.

• Initial Complaint

  Date:07/12/2023

  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 purchased a Road *************************** Contract. Around Jan 2023, I had a flat tire. I contacted Zurich who told me to go to go to the Dealership (***********, ********, **) to have the tire repaired/replaced. The dealership told me because they did not put on my tires, they could not replace them. My tires were from ******** The dealership told me the received approval for the repair, but I needed to go back to where I got the tires. ******* is not a Zurich participant. I received approval from Zurich to do an unauthorized claim to have the tire repaired. They told me that I needed to make sure the receipt had the Vin and mileage on it as well as a description of the service. I was reimbursed.In March 2023, I ran over something and had 2 flat tires on the same side of my car. One was the one ******* had just replaced, and I had a warranty on it. I went back to ******* and they replaced the tire covered by the warranty at no charge and I followed the exact same procedure as described above to file an unauthorized claim for the 2nd tire. I received follow up calls to get more information (which led me to believe I was being reimbursed). A few months went by and I received no notification or payment for the tire. When I followed up the customer service representative told me it was denied. She said it was due to the receipt not having enough information. It had the same information as the receipt submitted the first time, which was approved for reimbursement. She also informed me a letter was mailed that told me it was not approved. I never received such a letter. I asked to speak with her supervisor. He explained to me that it was denied because I am only allowed 1 unauthorized claim. He said I was notified of such and when I questioned how, he said it was in the memo of the first check he issued me. If that is how they are notifying people, it is unacceptable. I explained that I currently have 4 tires from ********

  

  Business Response

  Date: 07/26/2023

  Please find attached the response letter and Service Contract. Thank you

• Initial Complaint

  Date:07/11/2023

  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.

  Properly compensate for my loss. I have had the worse experience with the agent assigned to me to repair my car. My car was damaged in Jan and I just received it back in June and it is NOT safe to drive. Due to this incident my car has lost over 10k in value and I'm just stuck because I just got this car and this is not my fault. I've been calling my agent but she NEVER responds now and it's frustrating when all you have to do is pick up the phone. The shops are willing to fix the rest of the damages but we need a green light from the agent but NO RESPONSE and the supervisor is not any better. I know they are located in the ****** office and this is just ridiculous. She even advised me to get the police report amended for my son because (7 cars was involved in this accident and it was just one officer so I know he did the best he could) but did all that and they are just trying to low ball me with EVERYTHING. This company has left me in such a financial hardship that I don't understand how they lack empathy. I've never dealt with someone so unprofessional and the manager included and then they give you a backup person to speak to and he's NEVER around. It's like a s*** show and they don't care about what you lost or how you almost flipped off the interstate due to the company THEY INSURE.

  

  Business Response

  Date: 07/17/2023

  Please see attached. 

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20305728
  
  I am rejecting this response because:

  Ms **** nor ************* are professional. They NEVER answer the phone or return calls. They are telling me my car only lost $1k in value but its been proven by carfax thats incorrect. The diminishing value paperwork sent over states my car is worth 34k and its only worth 24k now. I cannot get out of my car now (due to safety matters) because of so much negative equity I have now due to the damage and accident caused by your claimant 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/19/2023

  Please see attached.

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20305728
  
  I am rejecting this response because:

  You can see the value report giving by your agent stating my car should be valued at 38k and when you look up the car fax you can see this accident and see that my car is only worth 24k. Ive been to a couple dealerships and even back to where I bought the car from. Please feel free to reach out to them, and ask for salesman **************** and he can get the adjuster for you. Due to your agent going AWOL Ive never gotten a chance to express my concerns. You can see my VIN number and check the value as well because Ive already spent money on my car that was 100% because I hit my 90 day rental when is ridiculous because it shouldnt matter how long it takes and I shouldnt be inconvenienced. My car was worth so much more in January because I was considering trading in and I know for a fact it was worth more than it is now and I think its only fair to compensate what I lost. Im literally stuck.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/02/2023

  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.

  My car was hit by a company they insure on May 11, 2023. It is now July 2 and they still havent sent an estimate for the damage. I call my agent ************* repeatedly daily and for weeks and never get through. I just learned the estimate is available and now all she has to do is send it via email and I cant get ahold of her to do so. This is extremely frustrating and unprofessional and unacceptable.

  

  Business Response

  Date: 07/11/2023

  See attached document for our response.

  Customer Answer

  Date: 07/11/2023

   
  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:06/30/2023

  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.

  I was involved in a freeway traffic accident on May 9th 2023 involving a Large commercial truck that rear-ended my SUV. The truck is insured by Zurich Direct. I contacted the insurance company, I have been issued a claim number. I have never had returned a call after almost two months of attempts of reaching out to them. I want to make this clear there have been any Letters, emails,texts or calls from this company at all in the almost two months since incincident. ********* ******* is acting on company behalf informing me many times over the last almost two months that someone as per company policy will return the call within 48 hours

  

  Business Response

  Date: 07/10/2023

  Please see attached response letter.Thank you

• Initial Complaint

  Date:06/28/2023

  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.

  On March 25, 2023 an Amazon vehicle crashed into my parked car. A witness was able to photograph the Amazon vehicle and obtain a van number and license plate. The driver of the Amazon van fled the scene. A police report was filed for a hit and run. I contacted Amazon for assistance but was referred to **********, which only returned contact after over two about the claim after submitting a complaint to BBB. *** would not assist me and deferred me to Zurich. Zurich refused to assist despite owning the insurance policy (Policy # BAP337572202), they deferred me to *********************** (CRS) which gave me the run around for over a month before denying the claim because the driver stated that he was not responsible.

  

  Business Response

  Date: 07/07/2023

  Response uploaded

   

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20251948
  
  I am rejecting this response because:

  Zurich North America has failed to support a positive resolution of this case after a third party claims handling service (***********************, CRS) declined the claim to recover costs associated with repair after Amazon driver (holding Zurich policy) damaged my vehicle.  Despite witnesses to the collision, along with photographs of the Amazon vehicle with license plate at the time and place of collision, third party claims service indicates the driver denies the collision.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/18/2023

  Response uploaded