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 has 76 locations, listed below.

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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:06/09/2023

  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.

  This companys insurance adjuster has not reached out to me to get my car fixed from an accident that was done on March 25, 2023. I keep getting the runaround with no return calls.

  

  Business Response

  Date: 06/30/2023

  Response uploaded

• Initial Complaint

  Date:05/23/2023

  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.

  Failure to communicate and pay for trip interruption. Provided all documents and no response **************** is non existent

  

  Business Response

  Date: 06/02/2023

  See attached for reply.

• Initial Complaint

  Date:05/16/2023

  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.

  I have an open insurance claim against a business that will not move the claim forward. Zurich covers the businesses employees and my neighbors vehicle was struck by the employee while driving a company vehicle.The employee filed the insurance claim and has the claim number. Zurich mentioned that an adjuster would come out and call the following week, but no one has contacted **.I tried reaching ******* covering the claim (*******************), (847) ********. But he never picks up and hasnt responded to my messages.

  

  Business Response

  Date: 05/23/2023

  Hello,

   

  We are in receipt of your correspondence. Our team here at Zurich was not able to locate your information. In order to better assist and address the situation, if you may please provide us with your policy or claim number. Thank you kindly.

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20067230
  
  I am rejecting this response because they only asked for the claim number which is:

  Claim# **********
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/31/2023

  See attached for response.

  Customer Answer

  Date: 06/01/2023

   
  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:05/15/2023

  Type:Order 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.

  We paid Zurich Travel Insurance to cover our trip to Africa in December 2022. Unfortunately, my wife was not able to go to on the trip due to her Mother's Surgery planned for the same week in December. The travel insurance policy was supposed to covered 100% of cost of the trip for a family member's illness or injury that was "so sever as to require the insured's care". The doctor's note provided to Zurich Travel Insurance (in December 2022) stated that the 82 year old mother required supervision/attendant care for post-op recovery, thus meeting the requirements of the contract. Despite this, Zurich travel insurance did not provide the full coverage amount by May 15, 2023.

  

  Business Response

  Date: 05/26/2023

  Please see attached response letter to this complaint. Thank You

  Customer Answer

  Date: 06/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the outcome is satisfactory to me.   However, the response from the company states that "the medical condition was not life threatening as required by the policy". I would like the record to show that this is not true.  The policy statement clearly states that the medical condition be life threatening "or so severe as to require the Insured's care".  The doctor's note provided to the company confirmed that the medical condition was so severe as to require the Insured's care.

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

• Initial Complaint

  Date:05/13/2023

  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.

  The insurance adjuster firm, ******** Basset, never returns a phone call. And OF COURSE they never pick up their phone.

  

  Business Response

  Date: 05/22/2023

  see attachment

• Initial Complaint

  Date:04/25/2023

  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.

  Hello, I emailed ************************************************* as I was told to by customer service on 1/4/23 and requested to cancel a warranty that had 8 months left on it. I received an automatic email replay so I know my request was received. I would like Zurich to honor their contract and refund me the remaining amount as I no longer own the vehicle the warranty was for.

  

  Business Response

  Date: 05/04/2023

  Please see attached for our response. 

  Customer Answer

  Date: 05/05/2023

   
  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:04/15/2023

  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.

  I wish to file a complaint about an unreasonable delay in processing my claim relating to travel insurance covering a European trip in September-October 2022. My claim involves additional expenses I incurred above what I paid the travel agency due to 1) a missed connection due to a mechanical problem with our train causing a delayed arrival and 2) a missed flight home from ******** due to delays arriving from Europe and navigating customs and baggage claim. It was sometime in October that I filed the claim, which was for about $200. Zurich Travel Insurance requested that I send documentation and some clarification about my claim. Due to the holidays and some difficulty in obtaining the documents, I did not get the information to Zurich until Feb. 23, 2023. That same day, I received an email from Zurich saying that my claim would be assigned within 2 business days and then it would be processed within 20 business days, which is about March 28. I have not received any messages from the company since that Feb. ******************************************************************************************************************************************************************************* my last conversation with **************** on April 12, I asked to speak to someone else who could give me a definite date to expect an answer. I was put on hold for 10 minutes, at which time I hung up and called back immediately. Another representative who answered told me my claims processor would call me back that day or the following day for sure. I have since heard nothing from the company either by telephone or email. My claim number with Zurich Travel Insurance is #****** I hope you will help me get an answer to this matter. Thank you.************************

  

  Business Response

  Date: 05/01/2023

  See attached for our response.

• Initial Complaint

  Date:04/14/2023

  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.

  Ive been trying to get my F-150 fixed through my powertrain warranty, this has been 6 weeks now in the making my truck has been sitting at a **** dealership untouched because Zurich refuses to accept what the **** dealership is wrong with the vehicle.They have told them I have worn cam phasers from normal wear and tear and for weeks Zurich has been going back and forth now requiring an entire unnecessary engine tear down for whatever crazy reason. **** literally works on these vehicles all day and is an ASE certified shop just as required. From what **** tells me theres nothing more they can tell Zurich other than worn cam phasers. So now if the engine is torn down and they tell Zurich the same exact thing they already told them there is a high possibility I will get stuck will thousands of dollars worth of labor to disassemble and reassemble my engine.This seems entirely scam like in my opinion. Why wouldnt you take a dealerships word for what it is?

  

  Business Response

  Date: 04/20/2023

  Please see attached. 

• Initial Complaint

  Date:04/09/2023

  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.

  My House was insured in Zurich American insurance company (****). In January I found roof leaking in my house and claimed to insurance company through American ***************** (ACM) because of instructions in the web site of ****. Contractor from ACM management checked my roof and told that a lot of tiles on my roof was broken. I waited 3 or 4 weeks and received check for $500 and estimate from **** and ACM. I found in that estimate was another house, not my and other damage was described in this estimate. In this estimate was described that I need to repair drywalls and doors on the first floor. But I have problems only with my roof. This was absolutely clarified mistake. I tried to call to manager of ACM several times, they ignored me, I sent emails, nobody responded me, called to the common phone nobody wanted to talk with me. I checked my roof with my contractor and have got the estimate from him. The cost for roof repairing is $28,639 I want **** pay me fair price Insured ************************* and ************************* My policy number is ZHO9552416 Claim number *********

• Initial Complaint

  Date:04/03/2023

  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 have an extended warranty with Zurich we purchased when we bought the vehicle. My son had no indication there was any problem with the car. He went to start it and the check engine light came on. It also sounded a little funny so he turned it off and told me. We called the warranty company and had it towed to the repair shop. The car was never driven after that. We were told it may be the water pump but would have to be torn down to be sure. We contacted the warranty company it took the several weeks to approve. The **** dealership told us it was the head gasket and per our contract it should be covered no problem. We were later informed Zurich would only cover the water pump and not the head gasket due to a clause in the contract like we were at fault. The repair shop stated there was no way we would know the water pump was faulty & customers are not aware until there is a larger problem hence the head gasket. They would not give us a rental until the car was torn down to the point of failure my son has been without a vehicle for over a month with me being a single parent who works full time trying to get him back and forth to work to pay for a car we cant operate. Zurich took their time sending an advisor they stated it would be ***** hours but were a no show for that time frame. This is unfair we are honest and hardworking people. This head gasket repair is $3,656.00 and we had the car less than a year. The repair shop apologized profusely and told us we should fight this because it should be covered and they have never came across a warranty company that operated this way. We would greatly appreciate anything you can do for us or any advice on how to proceed. Thank you for hearing our claim.

  

  Business Response

  Date: 04/14/2023

  Please see attached response and copy of contract. Thank You