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 Companies

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

• 

  Zurich in North America

  PO Box 673397 Marietta, GA 30006-0057

• 

  Zurich North America

  1143 Fair Oaks Ave S Pasadena, CA 91030-3311

• 

  Zurich North America

  6101 Carnegie Blvd Ste 450 Charlotte, NC 28209-4650

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:12/24/2022

  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.

  On May 5, 2021 I purchased an extended, 72 month vehicle warranty from Zurich in the amount of $4,495. The mileage at the time of purchase was ******. On August 18, 2022. the warranty was cancelled noting the cancellation mileage at ******. On 12/19/22, I received a call from the dealership advising I would be receiving a check in the amount of $3,374.48 for the pro-rata warranty and to call Zurich in regards to the subtraction. On 12/19, I called Zurich and spoke to ******* who advised he can not identify how they calibrate the refund but would email me with the breakdown. I am contesting the refund amount as the vehicle only had been driven ***** miles and no claims were presented to the company.

  

  Business Response

  Date: 01/03/2023

  Please find attached a response.

• Initial Complaint

  Date:12/07/2022

  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.

  Cancelled Gap and Warrenty insurance on 10/05/2022..Was told 6-8 weeks for refund. Called Zurich Insurance and they are telling me I didnt go into their system until 11/16!!! This is not acceptable!! I will be filing another complaint if refund doesnt apply to cancellation date!!

  

  Business Response

  Date: 12/16/2022

  See attached for repsonse.

• Initial Complaint

  Date:11/28/2022

  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.

  Original claim was submitted on 9/21 with a full outline of reason why it was canceled due to hurricane in *************. Full itinerary was submitted and the difference of what we did not receive back . Per multiple agents this was also provided over the phone to ***, ***, ******* , ***** and ****. No they are refusing the refund stating to go back to airline company even though the airline company is telling me to deal with the travel insurance

  

  Business Response

  Date: 12/07/2022

  See attached for response.

• Initial Complaint

  Date:11/23/2022

  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.

  Ive been trying to get a hold of my insurance company for five days now for out of those five days Ive been trying to call my insurance adjuster. *** left several voicemails with supervisors and the insurance adjuster herself. I have also sent text messages to the adjuster herself asking for some kind of response. Nobody can seem to help me in the claims department or customer service department and Im getting to the point where I feel like I either want to drop my insurance or *** the insurance company due to the towing company saying they are going to put a lien on my license so Im wondering why nobody has gotten in contact with me weve never had an is*** with them until now. I guess its the holidays and everybodys busy but I have two small children and I havent even had a shred of information on what is going on with my car.

  

  Business Response

  Date: 11/30/2022

  Hello,

  Please provide a claim number and/or a policy number so that we may locate your information and further assist. Thank you

• Initial Complaint

  Date:11/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered by BBB staff LO Consumer states he was going on a trip with his wife but he had to have hip surgery in July. The consumer could not go on the trip so he canceled a month before the trip. The cancellation was sent over to Zurich, the insurance company for the trip. The consumer lost the check for $2695.00 so it was canceled and a new one was issued. The consumer states they kept advising him they would send a new check but he still has not received it. The consumer states on 11/6/22 he received the replacement check and when he went to cash it the check was canceled. The consumer states he contacted the business again and was told someone would call him but he is still waiting.

  

  Business Response

  Date: 12/07/2022

  Please see attached.

  Customer Answer

  Date: 12/09/2022

   
  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:11/11/2022

  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.

  Claim number **********. My vehicle was hit by a company issued vehicle ******* by Zurich one month ago. This is a simple your insurer was at fault claim however it has been beyond challenging to get this claim moving each step of the way. Communication with the adjustor regarding the status is difficult and requires constant follow up attempts. One month in and still waiting to hear if my esrimate has been approved. This company needs to review their claim proccess and ensure that they have procedures/ quality checks on claim processing. The large number of complaints clearly indicates there is problem. I would like for my claim to be resolved, not a canned response, a resolution which entails paying the claim ASAP so that my vehicle can be fixed.

  

  Business Response

  Date: 11/17/2022

  Please see attached document for response.

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18390250
  
  I am rejecting this response because:
  
  The approved estimate sent to me on 11/18/2022 from ********* is significantly lower that the estimate provided to where my car will be repaired and much lower than what it should be replace a lower and upper bumper for an 2021 Audi Q5.  No one has come to look at my car, ********* made this assessment by photos uploaded from me?As the car is a lease, I must have repairs made at an authorized shop. Although Zurich has accepted liability I will only accept the offer after it is confirmed that the full amount will be paid to fix the vehicle. The alternative would be for Zurich to provide me a authorized shop to take the car to with the price they have quoted.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/09/2022

  Please see attached for response.

• Initial Complaint

  Date:10/26/2022

  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.

  I purchased this warranty on my brand new 2022 GMC Denali Terrain. My truck had less than **** miles on it when I requested to have my rim cosmetically fixed. I brought the rim to the Rim Doctor where I was told to bring it to get fixed on 10/18. I picked my rim back up on 10/20 and the rim is a totally different color than the other 3 rims on my vehicle. I contacted Zurich on 10/21 and advised them of this. I was told that we do not guarantee color matches due to sun fading. I explained my truck is brand new. I requested to speak with a supervisor. I was then told to send a picture of the rim against the other rims. I immediately sent the picture to the email given. I brought my rim back to the Rim Doctor on 10/25 at **** and was told it would be completed by end of business which is ****. It is not **** on 10/26 and I still do not have my rims back. I called Zurich requesting to speak to a supervisor and was told they were both in a meeting and they would call me back at their convenience. This is unacceptable. Ive been without my truck now for 4 days total.

  

  Business Response

  Date: 11/04/2022

  Please see attached for our response.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18318800
  
  I am rejecting this response because:

  When I made the initial claim on 10/4/22 my truck was 18 days old. I see that the effective date says 9/12/22 but I did not pick up my vehicle until 9/16/22. So there is ABSOLUTELY no way that "due to aging" the colors should not match. I understand that they ultimately were fixed so that the Rim doctor should to be compensated due to fact they "did work" on my rim but I should not have to be charged for their mistake. The customer should come first NOT the business. I will be sure to inform ***************** that they should reconsider using Zurich for their service protection plans. 
  

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

  

  Business Response

  Date: 11/18/2022

  Please see attached for response.

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18318800
  
  I am rejecting this response because:

  This is not an acceptable response, You did not even offer a compromise. I understand that you so "courteously" fixed the wheel the SECOND time and did not deduct an additional $175.00 from my contract but where is the compensation for my inconvenience? I purchased your product for convenience and this was FAR from convenient, being without my vehicle for 5 days. That is UNACCEPTABLE.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/09/2022

  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.

  Writing to request the executive level at the presidents office for issues contact me. I will not accept emails or calls from lower staff members who have not completed an issue in an orderly fashion. I will only allow a phone call from the above team mentioned.

  

  Business Response

  Date: 10/19/2022

  Please see attached. 

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18188891
  
  I am rejecting this response because: I have had conversations with Zurich we are working together to a resolution so This is merely an update on the issue its not that I am rejecting the conversations we are having just updating this as the we are working towards closure hope to see this completed by next week. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/27/2022

  Please see attached.

• Initial Complaint

  Date:10/06/2022

  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 a rental property insured by Zurich , I filed a claim for drywall, floor damage due to water leak, and claim for ordinance updates ordered by the City and loss of use. All are claims against coverage I am entitled to per the policy. Zurich surveyed the damages and around August 16,2022 they came back with a verbal claim amount $2,450 , conveniently just under the deductible ( $2500), and completely excluded ordinance and loss of use claims. The estimate I provided was $18,680. This claim was opened on July '27,2022 , and last contact with adjust was on August 16 2022, no communication since then. The claim# **********

  Customer Answer

  Date: 10/18/2022

   
  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, assuming I receive compensation within 2 weeks. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/13/2022

  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.

  I purchased a comprehensive warranty thru the dealership where I purchased my car in April. In July my headlight went out and I went to the local parts store to purchase a bulb and was told I could not just buy the bulb but had to purchase the whole assembly. I called the dealership and was told it was a covered part thru the warranty (Zurich). I made an appointment and took my car to be repaired on 07/21/22. I was called the next day and was told Zurich would not cover the part. I paid the dealership a diagnostic fee of $134. something which was ridiculous when the dealership knew the problem. I contacted Zurich and was told it was not a covered part which in fact its listed in my warranty. Please help me. the dealership did contact them as well and also was told no.

  

  Business Response

  Date: 09/20/2022

  Hello,

   

  Please the attached documents for our response.

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18019895
  
  I am rejecting this response because: I UNDERSTAND THAT THE WARRANTY DOES NOT COVER LIGHT BULBS, BUT YOU SHOULD UNDERSTAND THAT YOU JUST CANNOT BUY A BULB FOR THIS CAR. THE ONLY WAY TO FIX THE HEADLIGHT YOU MUST PURCHASE THE WHOLE EXTERIOR LIGHT ASSEMBLY, WHICH IS COVERED UNDER MY COMPREHENSIVE WARRANTY THAT I PURCHASED FOR OVER $3000.00 DOLLARS. I'M VERY UPSET!!! MY LAWYER WILL BE IN TOUCH.
  
  Sincerely,
  
  *********************