Business Profile

Insurance Services Office

Zurich North America

Headquarters

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 Complaint

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:04/10/2025
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 purchased insurance on January 9, 2025 for a flight from **********. My travel companion and I planned to tour **********. She passed away unexpectedly on March 13, 2025. I filed an insurance claim but it was denied by ***. They demand a death certificate. I cannot get a death certificate since it is not a public record, and I don't know the family. I sent the attached to prove that she had passed away. It's all I have. I'm a friend, not family of my travel companion.
Business Response
Date: 04/25/2025
Please see attached response letter. Thank You
Customer Answer
Date: 04/28/2025

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.
I wanted to file against **** but it defaulted to Zurich. I thought they might be connected but if Zurich says they are not responsible for ***, then I will refile against AIG.
Sincerely,

******** *******
Initial Complaint
Date:04/09/2025
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.
Puuchased Gap insurance through Zurich and its been more than 2 months.I have been making auto payments for more than 2 months now to a totaled car. Zurich needs to step it up and resolve this All paper work has been submitted but they havent gotten back to me at all.
Business Response
Date: 04/21/2025
Please see attached response letter. Thank You
Initial Complaint
Date:04/08/2025
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 demolished on March 4th, 2025. Insurance paid their share (******) and the balance left of about $ ****** is to be paid by Zurich ***. The *** coverage was obtained with my car loan this past November at ****** ********* Buick of **********, **. To date Zurich has not paid and this is keeping me from getting a new loan. No banks will finance another vehicle while this is still showing open. I offered to pay the balance myself but the bank (ALLY Financing) said the case is in their total loss department and even if I pay, the loan wont close out as they are waiting for the Zurich payment. In the meantime, I still must make the loan payments for a loan that has had plenty of time to be paid. Zurich tells me they won't be paying till the middle of June, ********************************** the meantime I am a senior citizen without a vehicle to get to grocery stores, doctor appointments, etc. except for calling for a ride to someone. With electronic banking these days this is nothing more than a short time on a computer and the payment would be on its way. I am frustrated without a car for a month now and no hope for the next couple months. Correspondence with Zurich has no results.Sincerely,***** ******
Business Response
Date: 04/11/2025
Please see attached
Customer Answer
Date: 04/14/2025

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.

Sincerely,

***** ******
Initial Complaint
Date:04/08/2025
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 8/30/2024, while booking a Caribbean cruise and at the recommendation of ****** travel, I purchased travel insurance through Cover-More/Zurich. Not at any time during the purchase process was I informed this policy was not refundable. No mention of any policy cancellation/denial of refund is contained in the follow-up documentation they sent me on the day of purchase That document is attached. Under Federal Law, this company is required to make full disclosure of any and all contractual requirements at the time of sale. This company did not comply. As such, I am seeking a full refund of the policy amount.
Business Response
Date: 05/09/2025
Response uploaded
Customer Answer
Date: 05/12/2025

Complaint: 23177187

I am rejecting this response because:
The non-cancellation clause was not communicated at any time during the point of sale. It was not communicated as the law requires at the time of purchase or in the confirmation of that purchase. The email which even this business claims was sent weeks after the purchase detailing these requirements was never sent nor was it received by me. They have no confirmation that the email was ever received. They simply state they sent it with no proof I ever received it. I did not receive it. Period. They had a legal obligation to inform me not weeks later but at the time of sale of these conditions. They did not do so. This most recent response to my complaint issued by this company is nothing more than boilerplate and does not directly address any of the specific issues surrounding this transaction. Under the laws regulating insurance in this country, I have the undeniable right to cancel unused policies as is the case with this policy and receive a full refund.

Sincerely,

**** ************
Business Response
Date: 06/02/2025
Response uploaded
Initial Complaint
Date:04/07/2025
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 am filing this complaint against Zurich American Insurance Company regarding its failure to handle a third-party veterinary malpractice claim in a timely, transparent, and good-faith manner.On February 10, 2025, my dog ***** suffered a severe adverse neurological reaction after receiving Librela and a **** vaccine at ************************ The incident was reported to Zurich on February 17, 2025. Despite early notice and repeated follow-ups, Zurich failed to contact me until March 4. I submitted a complete demand package on March 14, which Zurich acknowledged on March 26.On March 26, Zurich acknowledged receipt of my completed demand, dated March 14. Previously, Zurich had cited an 'oversight' and a delay in setting up the claim file. It also later admitted that a draft response intended for March 15 was never sent due to being 'stuck in drafts.' On April 2, Zurich stated a response would be issued by the end of the week. On April 5, it reported that review was 'near completion.' However, in an April 8 letter, Zurich reversed course and claimed my completed demand was not received until April 3. This contradicts its own March 26 acknowledgment and earlier representations and appears to be an attempt to retroactively justify delay and avoid issuing a timely liability determination.Zurich has also refused to confirm whether the veterinary platform (Petfolk) is insured under its policy, whether Zurich is evaluating apparent agency or employer liability, and whether damages will be evaluated in accordance with the collateral source rule. Repeated written inquiries on these topics have gone ************* the meantime, Zurich has insisted that all communicationincluding questions directed to the veterinary providerbe funneled through its office, while disclaiming responsibility for that provider. This has obstructed resolution and delayed care-related reimbursement.
Business Response
Date: 04/15/2025
Please see attached
Customer Answer
Date: 04/16/2025

Complaint: 23174297

I am rejecting this response because:
Zurichs response omits material facts, misrepresents the record, and fails to address several serious concerns Ive raised.

First, Zurich states: You responded to the Claims Manager affirming you provided all of the related claim documents as of April 3. While this language reflects part of our exchange, it misrepresents the substance of that communication. On April 3, I clarified that the submission was supplemental, not a new or revised demand. I wrote: These materials have been submitted in good faith as they become available and reflect the progression of treatmentnot a change in the underlying facts. Zurichs attempt to characterize April 3 as the start of its review timeline contradicts its own March 26 statement: we have had your complete demand since March 14, 2025

Second, Zurich continues to provide conflicting and unsupported explanations for its internal handling of this claim. In one letter, Zurich stated: There was an oversight and subsequent delay in setting up the file once we received it [on February 21]. Later, it claimed: The file was set up the following Monday after it was reported on a Friday, as is standard timeline.

Zurich has yet to provide any documentation confirming that the claim was in fact reported on February 21, nor has it acknowledged or addressed multiple contemporaneous communications showing that I had to initiate follow-up because I had received no contact. If the file was set up on February 24, it remains unexplained why Zurich did not contact the insured until March 4or me until March 7. These timeline contradictions remain unaddressed.

Third, Zurichs denial states: The *** revealed a brain tumor most consistent with butterfly glioblastoma it has been determined that the developments are secondary to the dogs underlying brain disease and tumor and that the care and recommendations provided by the Insured were appropriate. This conclusion is misleading. While the *** report favored glioblastoma, it also explicitly noted that inflammatory meningoencephalitis, though less likely, remained a differential diagnosis. Moreover, Louies measurable improvement following treatment with corticosteroids and ********** is not consistent with the typical progression of glioblastoma and instead supports the treating neurologists working diagnosis of inflammatory disease.
Finally, once I referenced regulatory review and consumer protection avenues, Zurich responded by stating that threats and intimidation are unacceptable. Raising legitimate concerns through appropriate regulatory channels is neither threatening nor improper, it is a protected and lawful escalation path. Zurichs decision to characterize it otherwise only reinforces the need for independent oversight.
I remain open to amicable resolution, but Zurichs refusal to address these contradictions and omissions is deeply concerning.
Sincerely,

****** *****
Business Response
Date: 04/18/2025
Please see attached
Initial Complaint
Date:04/07/2025
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 filed a claim February 2025, for a total loss on my car. My insurance and lender sent all required documents via fax within an week and I was told they were received and this process takes ***** days. I called again a month later because I am still having to make payments, pay for a rental, and cannot get another car loan until this is resolved and now they are saying itll be up to 12 weeks and they dont have the documents they confirmed were received last time I called. The customer service is terrible, they will not update you on the status of anything, give you different answers depending on the rep. **** keep sayin the claim is in review. By the time they review it I probably will have already paid the car in full. Monetarily I am spending thousands because they are dragging their feet. Get gap through your lender, just to ease things. 0/10 recommend. If you cant handle the volume of claims then either hire more people, or be transparent when a buyer is purchasing.
Business Response
Date: 04/15/2025
Response Uploaded
Initial Complaint
Date:04/07/2025
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.
Bought a car from ****************. Bought *** coverage through Zurich. Car totaled Feb 23, 2025. I have had to pay over $1000 in car payments on the totaled car so far with another $500 due in 3 weeks. Since I filed the *** claim with Zurich shortly after the accidents, they have been no help. They only e-mail that the "process" will take 12 to 14 weeks. This is not acceptable. I called today for an update and the the rude representative mentioned it's my problem about having to pay for the totaled car despite having *** insurance until the claim is settled. Furthermore, they are "behind", just now working on claims from January and that they will e-mail me maybe next month with an update. This company, as well as ************ are worthless.
Business Response
Date: 04/21/2025
Please see attached response. Thanks
Initial Complaint
Date:04/04/2025
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 purchased Zurich extended warranty for a vehicle paid $4800 for the warranty transmission goes out in truck Zurich states they will not cover not even a portion of the repairs due to being 540 miles over the limit not to mention we have never submitted a claim on the extended warranty till now.
Business Response
Date: 04/15/2025
Response attached
Customer Answer
Date: 04/23/2025
Complaint: 23162401

I am rejecting this response because: I appreciate the respond from that company but I was hoping that since it wasn't too much over the mileage they would be able to help me with the replacement cost due to the amount we paid for the warranty and a claim was never submitted prior to Feb 2025 $4800 is what we paid for the extended warranty seem based on the reviews of this company seem Im not the only one that has experience an issue like this.

Sincerely,

****** Barrera
Business Response
Date: 04/25/2025
RESPONSE UPLOADED
Initial Complaint
Date:04/02/2025
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 respectfully request a full refund of the amount paid for the Continental VSC extended warranty, which has proven to be of no practical value due to Zurich's failure to honor covered repairs. The denial of my valid claim has rendered the warranty effectively void, undermining the basis on which it was sold. As such, I am seeking a complete reimbursement of the original warranty purchase price, which was paid in good faith under the expectation of comprehensive coverage.Reimbursement of Repair Costs $6,207.81 In addition, I am requesting reimbursement in the amount of $6,207.81, which represents the full cost of repairs I was forced to pay out-of-pocket after Zurich improperly denied coverage. These repairs included Head Unit replacement, Front and Rear Suspension replacement, and all of which fall clearly within the scope of components covered under the warranty. Had Zurich fulfilled its contractual obligations, these costs would have been covered. So, I would like to ask for full compensation for the financial damages incurred as a direct result of this breach.
Business Response
Date: 04/15/2025
RESPONSE ATTACHED
Customer Answer
Date: 04/24/2025

Complaint: 23152515

I am rejecting this response because:
Hi,

I would like to add to my existing claim against Zurich. I requested a full refund, and they confirmed receipt of my request. However, I have not yet received my money by mail.

Attached are the documents confirming the receipt by Zurich of my requested refund.

Thank you,

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

******* ****
Business Response
Date: 05/01/2025
Please see attached.
Initial Complaint
Date:04/01/2025
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.
Zurich has not returned the money from a cancellation of an extended warranty. I felt the matter has been immensely stalled. I have followed-up on a matter that should have been instantly canceled. The money should have been returned to myself or loan company and its no where insight or tracking.I have a legal matter pending against the dealership due to their lack of response to me in general. Zurich needs to return the money asap!!!
Business Response
Date: 04/16/2025
RESPONSE UPLOADED

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