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

  7045 College Blvd Ste 800 Overland Park, KS 66211-1523

  
• 

  Zurich North America

  13810 Fnb Pkwy Omaha, NE 68154-5216

  
• 

  Zurich In North America

  PO Box 10197 Jacksonville, FL 32247-0197

• 

  Zurich in North America

  PO Box 673397 Marietta, GA 30006-0057

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:02/19/2023

  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 January 21st I was walking towards the Entrance of Home Goods in ********* when All the ice and snow fell from the awning and fell on top of my head! I went in home goods and reported what happened and the store made out an incident report, their Insurance company Zurich north #************ ******************* called me and asked what happened and said they were still trying to figure out who was responsible either home goods or the landlord, ******************* also stated she would call me back when They knew who was responsible, never got a call back, I phoned her numerous times and *** answering machine comes on and says That she is in her office but busy and to leave a message a she will back to u in 24 hrs I left her a message on February 16th 2023 in the afternoon it is now February 19th and never heard back from *******************! Not very happy about this since this insurance company is fully liable for my head injury I went to the ** on January 22nd in the am and my results were A concussion and Whiplash Im still in a lot of pain and still seeing my Doctor *** ******************* is telling the hospital and my doctors office they have to submit my bills to my insurance company which southern ***** health care listened to *********** and billed my insurance company Im not very happy with this Im not paying for an injury that was not my fault!!!!! and *********** said Zurich North America will reimburse me, this is not right Zurich North insurance company is supposed to pay the hospital and my doctor, something seems fishy to me!!!! So I am making a big Complaint against this insurance company!!! Each time u call she never answers the phone u get the same message with no response!! It is Ridiculous!!!!

  

  Business Response

  Date: 02/28/2023

  Please see attached. 

• Initial Complaint

  Date:02/13/2023

  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 had an accident with Zurich's insured client on 11/29/22. A claim was set up about 2 weeks after. That's fine.For the following 2 MONTHS I've been trying to get this claim resolved. They needed info from the client. I got in touch with the client and confirmed they sent everything they requested over. I have been waiting for them to resolve the claim but I cannot even get in touch with the adjuster or her supervisor. I've tried calling numerous times, I have sent emails and no responses. NOTHING. I am trying to get my claim resolved, and paid out because I cannot trust that they will be able to handle repairs in a timely manor if they can't even bother to reply to me in any way. my Claim number is ********** and both *************************** ************* ******************************************** and Mercy Kolwa ************** **************************************** have been impossible to reach to try to further my claim or inquire about it.

  

  Business Response

  Date: 02/24/2023

  See attached for our reply.

• Initial Complaint

  Date:02/09/2023

  Type:Sales and Advertising 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.

  One of Zurichs clients damaged crashed into my vehicle some time ago. After I received the vehicle back from the repair shop I took the truck to get an alignment. When the alignment was completed I drove the truck and found that it drifted while driving. Over the next few months I went to different dealerships and even spent over a thousand dollars to get new tires to try to resolve the issue. ******************* had notified me that the vehicle had frame damage and the alignment wasnt the issue. I made several attempts to contact Zurich and received no response after quite some time. I notified my insurance and had them make several attempts at contacting Zurich and they were met with the same outcome as me. My insurance has just notified me that there is nothing they can do on their end to assist me with my problem. Zurich is also claiming they fixed all the damages but the vehicle is clearly not performing how it was prior to the accident.

  

  Business Response

  Date: 02/28/2023

  Please find attach with supporting documents. 

   

  Thank you

   

• Initial Complaint

  Date:01/30/2023

  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 am an insurance broker. We do business with Zurich.Zurich has a call-in center for established commercial auto, property and casualty claims. I gave the Zurich call-in representative the Zurich claim number, the name of the insured (my client/their named insured) and claimant (again, it was their insured, a stolen vehicle). I also gave them the corporate address of their insured (my client). I was looking for the name of a Zurich adjuster to hopefully address a claim issue. They refused to release the name of the Zurich adjuster. To me, disappointing in that I was attempting to help them.

  

  Business Response

  Date: 02/15/2023

  Letter asking for additional information and email sent asking for more information on 1.31.23.

• Initial Complaint

  Date:01/20/2023

  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 have never received a call back or contact from my adjuster with Zurich Insurance on the status of my claim. *** listed a chronology of my attempts to contact below. This level of customer service is a egregious 10/26 - Emailed Adjuster- no response 10/28 Called and left VM message with Adjuster - no response 10/31 Called and left VM message with Adjuster - no response 10/31 Called customer service *********************** ****************** and was connected to Adjusters supervisor VM and left a message - no response 11/8 Called customer service *********************** ****************** who escalated to Management and was advised I would get a call back in 2 business days - no response 11/9 Contacted by Inspector for appointment on Friday 11/11 Inspection of claim/property 11/16 - Emailed Adjuster to get the status of our claim, no response 11/21 - Emailed Adjuster responded on 11/22 that she would call but never did 11/23 - Emailed Adjuster to inquire why she didnt call, no response 12/7 Emailed Adjuster - no response 12/9 Called customer service *********************** ****************** who escalated to Management no response 12/16 Called customer service who escalated to Management and was advised I would get a call back in 2 business days was also transferred to supervisors VM left message - no response 12/20 Called customer service who escalated to Management - no response 12/23 Called customer service who escalated to Management - no response 1/9 Called customer service who escalated to Management - no response 1/12 Called customer service *********************** ****************** who had their supervisor, contact me to advise regarding the escalation and that my last escalations had been made but there has been still no response, she assured me I would get a callback on this but provided no timeline - no response 1/18 Called customer service and asked to speak with a supervisor for ACM - no response 1/19 Called customer service who escalated to Management - no response

  

  Business Response

  Date: 02/02/2023

  Please find attached the ***** response letter. Thank You

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18867467
  
  I am rejecting this response because:
  
  
  I received the attached letter from the Better Business Bureau regarding the response to our complaint against Zurich Insurance, it should be noted that this response came from American claims management which is not Zrich insurance, please explain why Zrich Insurance did not reach out regarding this denial. Your letter states our claim was denied as no inspection was able to be completed, however we were never advised that we could not move forward with remediation or repair of our house. Your letter also did not include any type of apology or explanation as to why we have received virtually no communication from Zurich Insurance despite multiple attempts.  It is unrealistic for us to have waited and lived in a hotel while awaiting a response from Zurich Insurance which dragged its feet through every step of the process.  I cant impatient that my family was supposed to live in a hotel with no communication from Zurich while our house was unlivable yet Zurich used this is the basis to deny or a complaint. 
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/12/2023

  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 an extended warranty from this company. My vehicles engine blew and is covered by this company. They are refusing to fix it due to carbon buildup. This was not listed in the warranty contract. They are a scam

  

  Business Response

  Date: 01/20/2023

  Please see attached for our response. 

• Initial Complaint

  Date:01/09/2023

  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 car was hit by another vehicle covered by Zurich insurance on Dec 20,2020 and filed a claim with them the same day. My claim number is ********** and nobody has answered my calls and responded to my Never have I since been contacted by the adjuster regarding the damage claim. It's about 3 weeks and they should have contacted me for the adjustment or sent it to an approved collision repair shop for evaluation.Stuck with the claim from this insurance company.

  

  Business Response

  Date: 01/23/2023

  Please see attached for our response.

  Customer Answer

  Date: 01/25/2023

  Complaint: 18709057
  
  

  I am rejecting this response because the adjuster didn't contact me earlier asking for video evidence. It was more than 15 days after which they asked for video evidence and video footage was deleted by then.

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

  

  Business Response

  Date: 02/02/2023

  See attached for our response.

• Initial Complaint

  Date:01/06/2023

  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.

  I filed a claim for reimbursement of my deductible on 8/20/2022 from an accident that occurred on 7/30/2022. The accident was the result of one of their insured. On 9/19/2022 I received an email from the claims adjuster assigned, ***********************. I provided all the details she requested as well as pictures of my car. I tried calling her several times for an update between 10/1-11/1/2022 and she was never available and her vm was full. Finally on 11/18/2022 she emailed me asking a few more questions then asked how I wanted to be reimbursed. After I replied, I never heard from her again. Multiple calls and emails went unanswered. I even left two messages for her supervisor (*****************) and never got a return call. On 1/4/2023 ************** finally responded (via email) to my vm that threatened BBB and said I would have to have my insurance company (Geico) send a letter of demand for reimbursement. Why wasn't this told when my claim was initially filed in August? Or on 11/18/2022 when she asked how I wanted reimbursement? This is a horrible company with poor customer service. Are they even a legit *********************************************?

  

  Business Response

  Date: 01/12/2023

  See attached for our reply. Thank you

• Initial Complaint

  Date:12/29/2022

  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 son ************************* was rear ended by a truck while on his motorcycle covered by this insurance company in July 2022. We and him and others tried contacting them with no contact since. While his motorcycle was still in the shop with the shop trying to contact them with no response he was having to ride his bicycle back and forth he was hit and killed by a car insured by the same company. I want them to pay for the repairs on the motorcycle so we can sell it to pay it off . We are suing them for his death.

  

  Business Response

  Date: 01/09/2023

  Please find attached response letter

• Initial Complaint

  Date:12/29/2022

  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 claim was handled without consideration or compassion with the adjuster *********************** @ ********************. My Mom and I submitted over (30) cassette tapes to ********* to be transferred over into DVD's. This was supposed to be ready for my Moms 70th bday party, however, they were not. The entire order was missed placed for over 7-9months. Finally, we was told to pick up the DVD's. This process took over 9 months, and they also COMPLETELY LOST THE ORIGINALS of my Family Videos. These cassettes play on my Moms camcorder with ease. That's the way she enjoys watching her videos for over 30plus years. We got the tapes transferred for other family members. Now my Mom is without her Original cassettes and ********* claim decided not to take any accountability. My mom is requesting monetary compensation for the lost of her 30plus cassette tapes.

  

  Business Response

  Date: 12/30/2022

  Hello,

  We are in receipt of your complaint. Please provide the claim number and policy number so that we may better assist.

  Thank you