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: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

• Initial Complaint

  Date:03/31/2025

  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.

  Zurich sold me GAP coverage on an automobile purchase. The car was subsequently totaled and I filed a claim with Zurich in early February. I have called a requested timely payout to my finance company. They initially told me March 28th which is unacceptable in itself. Now they are telling me maybe in May. I believe this company is withholding payment on purpose to capitalize on interest on the money they should have paid out. This penalizes consumers who have to continue to pay car payments. And consumers like me who cannot afford two payments. I have been renting cars or doing without since Feb 4th. Thank you for your attention to this matter.

  

  Business Response

  Date: 04/07/2025

  Please see attached. 

  Customer Answer

  Date: 04/07/2025

   
  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:03/30/2025

  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.

  For about 3 weeks now I have been attempting to deal with ****** ********************* and Zurich warranty center to get my 2016 Kia **** fixed. I have had this car less than 6 months and ***** miles, and the engine malfunctioned, a known issue in this make and model. I brought it in to be repaired under warranty, and was assured that it would be covered. Yet once the engine was torn apart I was told that it actually wont be covered, and Id need to fight **********************. I called them, and they stonewalled me, not even giving me an opportunity to appeal the claim, asserting all decisions are final and that the car was not covered. The reason they state is wear and tear but I have driven less than ***** miles. The part that was worn is a piston, a non wearable part. They also attempted to tell me that wear and tear starts the moment the car was made, not the moment that I bought it, even though my policy clearly states it starts at *******; the milelage I purchased the car at. As I have been struggling to get my car fixed, ****** texted, demanding their loaner vechile back because I havent made a decision if Ill pay for repairs. As it is theyre attempting to charge me for $1,400 for them tearing apart the engine. I have tried keeping this between the company and myself but they just arent listening to me.

  

  Business Response

  Date: 04/09/2025

  Please see attached. 

• Initial Complaint

  Date:03/29/2025

  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.

  I purchased travel insurance from them. My flight was cancelled due to mechanical issues causing me to miss my connection. I had to take an **** and stay in a hotel for the night, which was supposed to be covered by their policy. I have talked with them via phone and email numerous times and keep getting passed around the company, receiving the same automated responses and asking for information that I have supplied each time. It has been nearly 9 months and I see no other options to reach out to you.

  

  Business Response

  Date: 04/16/2025

  Please see attached. 

• Initial Complaint

  Date:03/26/2025

  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 had an accident on 12-31-2022 during my work time as an Instacart contractor. This accident provoked the domage on my right leg. Zurich American Insurance *** the Insurance company of Instacart, opened a new policy for me with a claim number: **********. Since that time, I have been in between hospitals for treatement and on ***** 19, 2024, I had a surgery on my right leg. After that surgery, my doctor requested that I follow a plan of physical theraphy for more than 8 months. But at the third month, Ziruch American *********** stoped paying the physical therapy clinic and they stoped paying my compensation money for my accomodation. I had to follow some advises on ******* on physical therapy to save my life. But these ******* advises could not help with some of the recommendation of physical theraphy requested by my doctor. My condition is not safe, but ****** does not want to pay for some of my bills. I contacted a lot of law offices to request for assistance but none of them could help me. I have been blessed by the last recommendation of a sister in law who suggested that I sent my claim to the ************ My requestion to Zurich American Insurance ** is a new policy wich will cover all the physical therapy and hospital Bills; And I want to be payed for all the unpayed months and for the increase of my compensation money. I really need your assistance because my situation is not safe. I cannot work normaly and I cannot work. Your support will really save my life. Thank you.

  

  Business Response

  Date: 04/10/2025

  Please see attached. 

• Initial Complaint

  Date:03/26/2025

  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.

  I have been paying for a supplemental ***************** Coverage policy through ******************************* for many years. I experienced a covered event back in October of 2024 and requested information to file a claim for reimbursement. All of the requested documentation was submitted within the required timeframe. After several weeks of no response I left several messages at the 800 number supplied in the email I was sent with the form to submit. There is never anyone that answers the phone and the only option is to leave a message requesting a call back. I never received any calls back. I finally called the sales line and someone answered and transferred me to another individual who said my claim was never received. I was instructed to resubmit it. Before I even had the chance to resend it I received an email stating my claim had been received, sent to the secondary insurance provider and that I would receive an update within 7-14 days. That was back on 1-21-24. I still have not received any responses, emails, direct mail, etc. indicating the status of my claim. I called the sales number again on 3-7-24, told them I had left several messages for a call back at the 800 number provided to me and this person proceeded to tell me there is no 800 number to request a call back. They could not provide me any information and said they would pass along my request for a call back which, of course, I never received. At this point I am beyond frustrated at the lack of responsiveness, lack of payment due to me, and lack of legitimacy of this company. I want the reimbursement of the money owed for my covered event immediately. I will also be cancelling this bogus insurance and never doing business with this company ever again.

  

  Business Response

  Date: 04/09/2025

  Please see attached

• Initial Complaint

  Date:03/25/2025

  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.

  Zurich North America denied my claim without investigating it! I know they didn't investigate it because they've gotten my name wrong on every single letter so far! Even the denial letter had someone else's name on it! They've turned my rescue dog's death into a mockery!I provided proof the vet failed to report the tachycardia of 150bpm that was not only dangerous in a large sedated dog, but potentially lethal.That is negligent!I provided proof the vet diagnosed bilateral ligament tears without examining both sides of my dog.That is malpractice!My life mission is animal welfare. If proving negligence and malpractice isn't enough to get this company's attention and prevent this from happening to other pets in the future, I'll find another way. I'm sorry that you didn't care enough about my dog to learn my name, but you'll know it soon.

  

  Business Response

  Date: 04/03/2025

  Please see attached

  Customer Answer

  Date: 04/03/2025

  
  Complaint: 23113803
  
  I am rejecting this response because:
  

  Any abnormal finding by a veterinarian during an exam, especially an abnormal a vital sign, should be reported to the pet's caretaker(s). Dr. ******** recorded the tachycardia of 150bpm in the system but never provided a written or printed handout of this finding nor informed anyone verbally. The only way I found out about this potentially dangerous situation was when I requested ********** records after he passed away because I was looking for an explanation.

  Dr. ******** had a second chance the next day to make things right. Dr. ******** claims she wasn't concerned about the tachycardia but the next day I was worried about ******** so I called to report ******** was disoriented (I believe my specific words were "confused and loopey") and he was panting and drooling. This in addition to a significantly elevated heartrate should've been concerning to a vet. *************** had informed us then about the tachycardia from the day before I would've taken ******** to the ER.

  Although it would've been too late to be useful information in saving ********, there was a 3rd opportunity to mention the tachycardia when the office was informed of ********** death. To make decisions about a pet's well-being (i.e. deciding to schedule a surgery) a caretaker should be well-informed. The same can be said about the decision to perform a necropsy. *************** hadn't continued to conceal vital information, I would've had a necropsy performed. It's disingenuous to deny responsibility for a lack of a necropsy when the vet hides information that would've informed the decision to get a necropsy. Dr. ******** has a duty to inform caretakers about vital information. There's a reason they call measurements like heartrate "vitals". Dr. ******** was negligent in failing to do this.

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

  

  Business Response

  Date: 04/09/2025

  Please see attached

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23113803
  
  I am rejecting this response.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:03/24/2025

  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 travel insurance with this company for my trip to ********, *******, ***********. My return flight was canceled and I had to spend money to lodge, eat, and buy data for phone services. I started a claim on January 16th, and completed the paperwork on January 28th. I gave the company ample time to review and respond to my claim, in which they have not communicated any information. In March of this month, I have called them various times in which they have not given me any updates. In addition, they have not apologized for their horrible service or lack of communication. This company should be ashamed of themselves. This is not acceptable behavior and they need to be punished.

  

  Business Response

  Date: 04/04/2025

  Hello,Please see the attached response. Thank you

  Customer Answer

  Date: 04/07/2025

   
  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:03/24/2025

  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 have crohns disease which is very unpredictable and symptoms come and go, any bit of research will show this. This is why I bought the travel insurance. From the start the adjuster whom I have asked formally numerous times to be transferred out of his caseload as he has already discriminated against me per *** federal guidelines and he refuses to connect me to a supervisor. My doctors have all agreed that this company is in the wrong and have done anything they can not to pay out on a claim. I mistakenly entered weather the first claim and corrected myself RIGHT away and this ****** refuses to let anyone else look at my case. Refuses to acknowledge anything I have said, this is PURE FRAUD. This is fraudulent and pure discrimination. This is predatory behavior at best preying on the weak and disabled. This has been handled so unbelievably unprofessionally I cant even begin to process it! At this time I am asking for the money I a rightfully owed $118.74 hotel room, the insurance cost which I cant find the price of that plus an additional fine with the 12+ hours I have put into this and going to the doctor TWICE like they asked. They should be paying for my medical bills as they told me they would accept a letter from the doctor if I went back, went back, paid the ****** and now ****** tries to say no. ****** needs to get me in contact with the legal department, HR and his supervisor but refuses to. He has not done his job from day one and refuses to transfer me to anyone else! I just want my money back and then to tell everyone about the c*** I have been through with ****** and *** Travel.

  

  Business Response

  Date: 04/04/2025

  Attached. 

• Initial Complaint

  Date:03/18/2025

  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 totalled my car over a month ago. Everything else has been done by my insurance, dealership, and myself. They said today that it would be another ***** weeks before they see my claim. It was turned in over a week ago. I dont have ***** weeks to wait for gap so I can get another loan and a new car. This is just absolutely ridiculous that it would take that long. I spoke to a lady today that said theyre still working on claims from 2nd week of December. So until they get their job done, I have to continue making car payments and have no way to get another car until then. My insurance only covers a week after total loss email. So Im supposed to either be without a car for 3 more months, pay 35 bucks a day for a rental(about 1000/ month) on top of $680 car payment, or get another loan and get completely screwed on interest rate due to another car loan still in limbo as well as on top of $680 car payment. All 3 of those options are not feasible monetarily by any means. I would like them held accountable and my claim satisfied asap. Their lack of work ethic and being behind is going to cost not only me but a lot of others to potentially lose even more in their lives because of this. Please rectify this situation. Thank you in advance.

  

  Business Response

  Date: 04/01/2025

  Please see attached

  Customer Answer

  Date: 04/02/2025

   
  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,
  
  ***** ******