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.
- 105 complaints closed in the last 12 months.
If you've experienced an issue
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:05/06/2025
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 recently filed a critical illness benefits claim as I was diagnosed with breast cancer on February 5th, and expected to be out of work for 6-8 weeks. ACI/Zrich is trying to deny my claim stating my annual mammogram that was held in the benefit waiting period was the diagnostic procedure that diagnosed my cancer and this was a pre-existing condition, when in fact this is a preventative screening and my first ever mammogram as I was reaching the doctor recommended age for this exam and needed to establish a baseline. I just want my claim processed appropriately.
Business Response
Date: 05/27/2025
Please see attached.Customer Answer
Date: 06/04/2025
Complaint: 23295798
I am rejecting this response because:
This matter has not been resolved
Beautiful wishes,
*******
Sincerely,
******* ******Business Response
Date: 06/06/2025
Please see attached.
Initial Complaint
Date:05/06/2025
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.
An agent came to my house to sell me the service and convinced me to give frontier a try, so I switched from ******* to Frontier in efforts to try their service as they made promises about the service having improved so much compared to my previous experience. The tech that came to install did a horrible job, my service was out of terrible and the tech damaged my tv during installation. I reached out to Frontier and they offered me an upgrade my service for an additional fee, I took the offer and was advised so submit an insurance claim after a whole month of waiting I was told to submit a complaint through Zurich. I submitted the complaint and now Zurich is accusing me of lying about my damaged equipment. I hope you can help make this right. They refused to reimburse me for the equipment that was damaged by their employee during installation. They denied my request and refuse to talk to me. This experience is once again proving that this company has no respect for their clients and does not appreciate them but are quick to sign people up to pay for their mediocre service. I spoke to ****** ****** from Zurich. I need assistance as soon as possible. I thank you for your time and attention to this matter. Have a blessed day. Email address: ******************************************Business Response
Date: 05/16/2025
Please see attached.Customer Answer
Date: 05/21/2025
Complaint: 23295403
I am rejecting this response because: the reason for denial is incorrect. The business has no right to deny the client based on their belief or based on the nature of the complaint. They should be able to prove to me beyond reasonable doubt that the tv was not damaged during the installation. The reasons for denial does not prove that the tv was not damaged during installation. Please present proof that my tv was not damaged during installation.
Sincerely,
***** ******Business Response
Date: 05/29/2025
Please see attachedInitial Complaint
Date:04/30/2025
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.
We purchased a 2021 Nissan Rogue and also purchased *** insurance issued through Zurich. January 6th, 2025, I hit a deer, totaling the vehicle. As soon as insurance totalled the vehicle, we immediately got the proper paperwork filed with Zurich. Insurance paid their portion leaving us with about $5500 left on the balance. After a month, my husband called to check in making sure Zurich had all proper paperwork. The company said everything was in order, and we could expect payment in 14 weeks from filing date. Last week (4/24/2025), we got an email stating that they didn't have the proper paperwork from the bank and could only open up 1 page of a multi page document. We resent the document as the bank had sent it to us. My husband called Zurich to verify that they could view the documents and had everything they needed. They assured us they did and we would see movement on our case by next week. Today (4/29/2025) we received another email saying they can't view the documents. My husband called back again. They were unable to figure out how to open the format of the file the bank sent. We then had to print off the documents, scan them, transfer them to a PDF, and email them back to Zurich. Now we are back to waiting to see if this is an acceptable way to send the documents.We have been making payments for a car we no longer have since January. Even if we could get one, we can't afford a second vehicle payment. It is absolutely ridiculous for this process to be so long and drawn out. I bought the *** insurance thinking it would save me a headache if something were to happen to the vehicle, but Zurich has been absolte nightmare to deal with. I'm extremely confused as to how they have an A+ rating with the BBB.Business Response
Date: 05/07/2025
Please see attached.Initial Complaint
Date:04/28/2025
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.
My daughter was in a car accident on 01/13/2025. She was not at fault and was rear-ended by the other individual. The individuals car insurance, Zurich American Insurance **** has been impossible to finalize the case with due to their poor communication. We have been in contact with three different people regarding claim 003761-037014-AD-01. It has been 3.5 months since the date of the incident, we have not been compensated, and have been out of a vehicle for this duration. No one answers the emails I send, or the voicemails I leave when I try to contact the adjuster handling the claim.Business Response
Date: 05/12/2025
Please find attached response letter. Thank YouCustomer Answer
Date: 05/28/2025
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. On behalf of my father, I am following up on
ID # ********- **********************, to inform you that our complaint has been resolved. The insurance company had reached out to us and our case has been closed. Thank you!
Sincerely,
****** *******Initial Complaint
Date:04/25/2025
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.
Ram 2500 was blowing mild warm air passenger side and cold air on driver side. Took to dealer who said thermostat, water pump had leaks and needed replace and heater core needed replaced. Zurich adjuster came out and said tech told him only thermostat needed replaced. **** said he did not say that and all 3 needed replaced. Had to fight to finally get Zurich to agree on thermostat and water pump but not heater core probably due to cost. **** said that if not replaced heater core would continue to fail and cause major issues. Just another insurance company that nickle and dimes repairs and makes their service sound too good to be true when they sell it to you.Business Response
Date: 05/05/2025
Please see attached.Initial Complaint
Date:04/22/2025
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 March 20th I took my car into the dealership service department due to an oil leak it was determined that the head gasket was leaking (a covered part under Zurich powertrain warranty) this leak caused damages to the O2 sensors (non covered part) which needed to be replaced as well. Section N of the contract clearly states that coverage will be provided for a non covered part if damage came from a covered part failure. On 03/28 I have spoken with an adjuster who agreed and asked me to take the vehicle back to the dealership so they can take photos of the O2 sensors and get the repair approved. He noted that part of the contract is usually overlooked by employees. However after taking the vehicle back to the dealership the company is now stonewalling, giving the runaround and denying claims clearly stated that coverage will be provided in the *********** I had to pay out of pocket for this repair I am asking to be reimbursed for the expense.Business Response
Date: 04/30/2025
Please see attached.Initial Complaint
Date:04/21/2025
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.
My *********** purchased Zurich Travel Protection Insurance through ****** Travel's for our first ever Europe Trip - It was mean't to be a trip of a life time -- ****, ********, ****** and ******We paid ~$9000 after saving for years to make this trip, We also purchased additional tickets for various famous sites - *******************, *********************, Gondola Ride in ******, ****** and more ..During our travel, we carried 2000 Euro's in Cash for Incidental expenses, like Taxi fare, Tips, Road side Cafes, to avoid using CC to avoid identity theft issues.Travel Protection Insurance is MEANT to protect travelers in all aspects of travel - sudden illness, theft, Cancellations, Baggage theft, Travel Changes due to Catastrophe and more ..During our arrival at ******************** and during our transit journey from Train Station to local Hotel (20 min walk) -- *********** Rio -- We were Robbed, specifically women surrounded my wife and opened her Backpack and stole a Purse carrying 1200 Euro's and a valuable Patagonia Micro Puffer Jacket - We filed a Police Complaint and are now seeking the travel insurance to cover our financial losses.We have provided Zurich Travel Insurance folks the following evidences ..1. Copy of Police Complaint 2. Evidence we withdrew 2000 Euros for travel from Bank of America 3. Copy of our Travel Itinerary 4. Approximate value of a new replacement Jacket Zurich Travel Insurance is a Fraudulent Company - they claim they cover theft, travel changes and more ..They have Denied our claims based on the following ...1. Exclusions - they don't cover theft of "money" or "valuables" ..2. they have provided a pro-rated check for value of Jacket -- which if purchased today costs $240+ tax Resolution:We seek fair compensation for our financial losses so we can continue making some more trip as we get close to retirement.We seek 1200 Euros + $200 for the jacket - they have sent a check for $114 totalBusiness Response
Date: 05/02/2025
Please see attached response. Thank YouCustomer Answer
Date: 05/12/2025
Complaint: 23230800
I am rejecting this response because:The issue has NOT been resolved as per my personal opinion.The Zurich Insurance company has DENIED my legitimate claim - based on FLIMSY fraudulent excuses ...Analogy: It's like having Health Insurance policy ONLY to discover that Policy does not cover pre-existing conditions ...or Auto Policy - having comprehensive policy only to discover OH - we don't cover thefts ...Question :1. What is point of having TRAVEL insurance - if you can MAKE exclusions ******nilly ? --2. How many customer purchase ******************************************* from ********************** and how many receive pay-out for legitimate claims ? Even the Casino's do have a PAY-OUT once in while per law.3. Did they inform us when we purchased it - with BRIGHT red warning messages - NOI have been extra busy with work related issues - so did not have time to reply earlier !
Sincerely,
******* *********Business Response
Date: 05/30/2025
Response uploadedInitial Complaint
Date:04/17/2025
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 3/26/25 I sold my car. On 3/29/25 I submitted the paperwork for warranty reimbursement. I paid over $3000 dollars and had a year an half left. I don't know what the retro payment would be. I have simply asked this company to give a reply and let me know where we are at in the process. I received a mailer asking for more documentation which I have provided immediately and again have not received anything. This is a horrible way to do business when they are holding MY money! All I am looking for is simple communication and my refund check.Business Response
Date: 04/29/2025
response uploadedInitial Complaint
Date:04/17/2025
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 03/22/20** my vehicle was parked at the *********** parking lot. **** ******, driving under DUI the vehicle insured by Zurich American Insurance Co. damaged my car while trying to park. Claim #**********, Police Report# **-0**955. All evidences, documents have been submitted to Zurich American Insurance adjuster ********* ****. All pictures/ videos of the damage have been uploaded on Zurich American Insurance website. I left multiple VMs at Christinas phone number ************ and sent multiple emails to ******************************************** All of them ignored. None of them answered.Adjusters at Zurich American Insurance are poorly trained, not customer oriented, have luck of communication skills.Business Response
Date: 04/29/2025
Please see attached response letter. Thank YouCustomer Answer
Date: 04/30/2025
Complaint: 23218102
I am rejecting this response because: Zurich NA still failed to provide me appraisal which do not allow me to start to repair my vehicle.
Sincerely,
***** *****Business Response
Date: 05/19/2025
***** Response follow up.Initial Complaint
Date:04/15/2025
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.
My vehicle was considered a total loss on November 14th, 2024 and I submitted the claim to Zurich in the first week of December and they said that it doesn't matter when the vehicle is paid off, we will be reimbursed for payments made after the total loss. They didn't finish processing the *** insurance claim until yesterday April 14th, 2025. 5 months later. 5 months of full payments and interest and they are refusing to pay the interest accrued in the last 5 months that we shouldn't have had to pay if the claim was handled in a timely manner. And, if you vehicle is purchased and say you don't have to make your first payment for 45 days they will count this against you. And, they go off the amount they think the loan is at from the day of the total loss not the actual amount of the loan at the time of the loss. They are capitalizing on drawing out claims so they don't have to pay and sticking people with extra interest payments. This is shady and they owe me about $898 in interest paid on a $972 monthly vehicle loan payment. Debating on seeking legal action if this isn't resolved. Called them twice to clarify the breakdown of the payout and they said they don't have to do anything about it and it wasn't their problem.Business Response
Date: 04/29/2025
Please see attached.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.