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.
103 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:03/18/2025
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 have submitted my gap insurance claim and it has been already over 30 days with no response, any time I call they say it takes more time to complete but I have been waiting with no response as well as no other reply outside of we will contact you
Business Response
Date: 04/02/2025
Please see attached responses for complaint. Thank you
Initial Complaint
Date:03/09/2025
Type:Billing 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.
Puuchased Gap insurance through Zurich and its been 2 months.I have been making auto payments for 2 months now to credit ***************** on a totaled car. Zurich needs to step it up and resolve this.All paper work has been submitted.
Business Response
Date: 03/19/2025
Please see attached
Customer Answer
Date: 03/20/2025

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,

***** D***
Initial Complaint
Date:03/08/2025
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.
Ive been waiting 20 weeks for Zurich to issue me a check for my gap coverage. Ive provided all necessary documentation, even verified my address, multiple times for them to send me the check since Ive paid the loan off in full on my totaled vehicle from a MVC. They claim to have cut the check on February 14, put it in the mail, even sent an email notifying me that I should receive the check within 7 to 10 business days. I called on 2/27 and 3/4 and was told different answers on both of those dates as well. One ****** told me that it can take up to 21 days after the check is cut, when the email that I have states 7 to 10 business days. The second ****** told me that I have to wait 30 days before they will re-issue a new check. Here we are March 7th and Ive yet to receive the check. I called to get a status update and find out when I should expect the check. The check was returned to them today. I asked if I would be able to get the check sent overnight. The lady said no so I asked if I could speak with a manager and she told me that nobody else was in the office. She stated that nobody would be in the office until Monday. I asked if I could schedule an appointment to speak with somebody as I cannot guarantee Monday that I can answer my phone as I also have a full-time job. She then hung up on me. I called back and she (*******) answered again. I asked her if she hung up on me which she replied yes and Im hanging up again and hung the phone up. I then called a third time and someone named **** answered the phone. **** also informed me that nobody else was in the office as it was close to closing time on a Friday and if I called back at 9:05am on Monday morning, I could speak with ******** or *****.
Business Response
Date: 03/14/2025
Please see attached ******* response letter. Thank You
Initial Complaint
Date:03/07/2025
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 purchased gap insurance. My car was a total loss insurance claim and gap claim was submitted, but these people said they are backed up and they cluld take as long as they please to acknowledge my claim. Im being sued by the financial company and i cant get any answers.
Business Response
Date: 03/14/2025
Please find attached response letter and Payment Letter. Thank You
Initial Complaint
Date:03/07/2025
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.
Date: February 12, 2025 Nature of Complaint: 1) Zurich American Insurance demanded to schedule an inspection of my property for an insurance claim where I am the claimant.2) They asked me for estimates without having to spend any money on them, which I provided. 3) Next, with no notice or warning, after I spent a lot of time getting estimates, Zurich moved the goal post and demanded a "Cause and Opinion Letter" which is the opposite of what they said prior (which was to not spend any money on estimates). 4) I provided the Cause and Opinion letter right away. 5) Despite this, Zurich has not scheduled the inspection which is a demand they created.6) They claim that the Cause and Opinion letter creates new information but the letter is exactly about the same complaint from January 30 that warrants the insurance claim 6) My home has been unlivable as we start the sixth week.
Business Response
Date: 03/20/2025
Please see response attached.
Customer Answer
Date: 04/01/2025

Complaint: 23035103

I am rejecting this response because:
The additional information to be added to the first complaint is that I asked for a status update on my claim on March 14. It is 19 days later and I have not heard anything. I asked for update on the results of the inspection. I was told that I am entitled to a status update any time. I have gotten information about the results of the inspection at any time. Thanks, ******* Potter
Sincerely,

******* ******
Business Response
Date: 04/07/2025
Please see attached.
Customer Answer
Date: 04/07/2025

Complaint: 23035103

I am rejecting this response because it does not address several complaints
1) I sent Zurich supporting documentation from my claim using Dropbox. There is no digital footprint they reviewed any supporting documentation for my claim.
2) I asked Zurich why they did not review the information when they asked me to obtain it. For the record, initially, ****** ****, the adjuster, asked me to obtain "the information on estimates without paying for it". After I spent two weeks obtaining estimates and preparing the documentation, **** ***** at Zurich asked me instead to get Cause and Opinion letters instead (that are only obtained by paying for them). So why making me jump through so many hoops only to read any of the supporting documentation
3) When I asked Zurich to explain why they didn't read the supporting documentation they gave no response
4) I asked Zurich to explain why they rejected my claim and only agree to fund a small portion of it, **** ***** at Zurich said he "declines to elaborate further on the basis for the offer at this time.
5) If Zurich is going to ask that I pay money for independent inspectors to review claim information that they request, I am entitled to having that documentation read before an insurance settlement offer is made. If Zurich is going to not read my claim information and deny my full claim, I have a right to understand why they did not approve my full claim
6) I believe Zurich made the settlement offer without reviewing my information and without reviewing their own independent reviewer s information because they do not have their own engineering report available. My sources inform me that **** even said "he could not provide an engineering report because he was still waiting on it".
7) The insurance claim offer settlement, thus, I feel is made in bad faith.
I would like Zurich to explain 1) why did they not read my supporting documentation when they specifically asked for it 2) how was their decision made on the $15,000 offer when the damages far exceeed $40,000, and 3) why did they make an offer if they do not have their own engineer's report on hand?
Sincerely,

******* ******
Business Response
Date: 04/15/2025
Please see attached
Customer Answer
Date: 04/16/2025
Complaint: 23035103

I am rejecting this response because: Zurich just responded to my BBB complaint without addressing my complaint. I do not wish to the close the complaint at this time and I would like to address

1) why did they not open or read my supporting documentation for my claim when estimating their settlement offer

2) what does their settlement offer cover? Their settlement to resolve the damages barely covers the engineering permits to fix extensive damages

Their recent response I received on 4/15/2025 doesnt address any of these complaints I added to the complaint recently.

I do not want to close the complaint and would like you to get them to respond.

Thanks!

Sincerely,

******* ******
Business Response
Date: 04/23/2025
Please see attached
Customer Answer
Date: 04/24/2025

Complaint: 23035103

I am rejecting this response because Zurich did not address WHY they did not accept the claims I submitted for damages when they did not even take the time to review my supporting documentation. I gave them my supporting documentation as they asked for using Dropbox which shows digital footprints of when those files are accessed. I paid good money for those reports at their request. They made no good faith effort to review that documentation. In my last complaint, I asked them to explain how they can make a decision on insurance claims without making a good faith effort to review the documentation they requested. They failed to explain why they did not take the time to review when they asked me to pay for independent reviewers. They need to explain why the neglected to review ANY of my supporting documents. This is a key part of my last complaint and the neglected to assess that also. They cannot get away with making no effort in addressing these extremely serious neglectful issues.

Sincerely,

******* ******
Initial Complaint
Date:03/06/2025
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.
I am filing a formal complaint regarding my GAP insurance claim, which I officially filed for on January 14, 2025. It has now been nearly two months without ANY response from the company or an adjuster - leaving me without a vehicle since December 9, 2024. Despite multiple follow-ups, I have been given conflicting information, transferred to unrelated departments, and left without clear communication on the status of my claim. Their website even tells me that my claim # provided by the 1 email I have received from them is invalid. During a call on January 21, 2025, an agent advised me that I could cancel my GAP insurance and extended warranty to receive a refund instead of waiting for my claim to be processed. However, upon further review, I found that the claim form itself states that this process happens automatically. Not to mention, I sent the documents that she said were needed and that she would follow up with me 4 days later, which never happened... When I brought this up in a follow-up call, I was transferred to a completely unrelated automated line instead of receiving assistance. Additionally, I have made two car payments out of pocket to ensure my financing remained in good standing while waiting for my claim to be processed. This delay has caused significant financial hardship, and the lack of transparency and accountability is unacceptable. I am requesting an immediate resolution to my claim. Claim Details: Name: ****** ****** Claim Number: C005689333 Date of GAP Claim Submission: January 14, 2024 Vehicle Information: 2018 **** Escape VIN: ***************** ******************** America ******************
Business Response
Date: 03/17/2025
Please see attached.
Customer Answer
Date: 03/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and appreciate that this made them reach out to provide me an update - i don't have much of an option in terms of what can be done as the business ultimately decided for me. I would also just like to advise that they supposedly moved to cancel my insurance and warranty despite the fact that filing a claim (the insurance i had paid for) meant that they should have automatically canceled and refunded my warranty anyway PER THEIR OWN POLICY. Despite the business having a note of closing the claim and canceling the warranty on January 28, 2025 they made no effort to inform me that this was done and at the time of them responding to my filed complaint, they had to send a reminder to the proper department to mail out the refund which is theoretically scheduled to be mailed on March 18, 2025. Which is outrageous and disheartening.
Extremely horrible conduction of a business. Every future car purchase will result in me asking who their GAP coverage company is before agreeing to purchase, because if it is Zurich, I would be better off running the risk of being in the negative on future loans.

Sincerely,

****** ******
Initial Complaint
Date:03/05/2025
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 took my vehicle to a dealer service center for lifter noise. The problem was diagnosed and all required evidence was submitted to Zurich for approval of the repair. The repair was approved and performed. Once the vehicle was put together the technician identified an additional problem with the engine that could not be heard previously over the lifter ticking. Once again as requested by Zurich the vehicle was diagnosed and evidence submitted. Zurich approved the new engine but now has rescinded the coverage for the lifter repair of over $7000!
Business Response
Date: 03/19/2025
Please see the attached response letter
Customer Answer
Date: 03/25/2025

Complaint: 23025491

I am rejecting this response because: Please see documents attached for details.

Sincerely,

****** **********
Business Response
Date: 04/02/2025
Please review the attached second response letter to the complaint # ********.
Initial Complaint
Date:02/20/2025
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 purchased Zurich with my car last fall after some good on the spot sales tactics and not doing my research. I was promised a full refund in 90 days if I wasnt satisfied. Well, I filed a claim for roadside assistance when Zurich didnt answer or contact me back/honor the roadside part of my deal. I have since contacted them 14 times and contacted the dealership, sales, finance, and now their shop, and I just get another sales pitch about how great it is every time, a promise to find their Zurich **** and then nothing. No contact, literally nothing. I get another sales pitch email back from Zurich saying they received my message, then nothing. Absolutely nothing.I want the repairs done ideally, or a full refund. This is absurd, Ive had more problem with this vehicle under bumper to bumper warranty than months Ive owned it, and cant even get a response. Its sad I have to take this route.
Business Response
Date: 03/06/2025
Please see attached.
Initial Complaint
Date:02/18/2025
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 planned a trip through *********** ($2400) and purchased travel insurance from *** ($300) in case there was an issue with my 21 yr old son who was already in a facility. We had to cancel our trip on the day (1/13/25) we were to travel because we received a call about our son and we could not leave the country because of this. I filed a Claim through *** to get our money back from our cancelled trip. They require a document from the facility my son was in but the facility states they dont do that for family members. I have supplied documentation from my medical insurance that his stay was approved for the dates that we were to travel. I also supplied the response I received from the facility my son was in that the reason they couldnt supply the information was because the claim wasnt for *** but for us, his parents. I am very frustrated that *** will not process this claim with the information I have provided. What is the purpose for purchasing insurance if it cant be used for these emergency situations? Ive lost the money I spent for NO vacation. Ive paid out money for insurance that didnt cover me. And I am now doing all the legwork to file a claim with ***, BBB , sent a complaint to the TV station ( channel 7-Solveit7) and they directed me to make a complaint to **** of Transportation, which I did. I did my part in purchasing the travel insurance. Im not sure what else I can do to claim back my lost money for a trip I wanted to take but couldnt because of the safety concerns I had for my child.
Business Response
Date: 03/06/2025
Please see response.
Customer Answer
Date: 03/06/2025

Complaint: 22943248

I am rejecting this response because: I sent my complaint to BBB and stated it was insurance I obtained through *** when I purchased a trip through *******. Im not sure how this ended up becoming Zurichs American Insurance Company. I am trying to get a refund on my trip that was cancelled because of a medical situation with my son.

Sincerely,

**** *******
Business Response
Date: 03/12/2025
see attachment
Initial Complaint
Date:02/07/2025
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.
Car warranty is denying the claim. Power train warranty was purchased and rear seal broke and ruined the engine. They are denying the claim due to moisture content in oil. The garage - ********** ********* tire the engine down, let it sit outside in the elements before the Zurich warranty adjuster showed. It was below 0 degrees and snowing.
Business Response
Date: 02/20/2025
Ms. ***** ******
*********************************************
Vehicle Service Contract Claims
P.O. Box 7943
***********************
66207-0943
Toll Free: **************
Fax: **************
Better Business Bureau Complaint
Customer Complaint ***** ******
February 18, 2025
Response to Better Business Bureau On-line Complaint
Zurich Contract PV06119718 Claim A005700734
Ms. ******;
On January 22, 2025, ****** ******* from ********** ********* contacted us regarding
damage to your 2017 Chevrolet Equinox. She stated the engine rear main seal failed and
allowed all of the engine oil to leak out damaging the engine. An independent mechanical
inspector was sent to verify the cause and extent of the damage. The inspector verified the rear
main seal was pushed out rather that suffering a mechanical failure. The inspector also verified
moisture in the Positive Crankcase Vent (***) orifice.
************** is aware that the *** system can develop moisture in it and freeze when
temperatures are at or below 0 degrees Fahrenheit. When the o****** freezes, the internal
pressures build up and will push out the rear main seal. ** has issued PIP5093C (attached)
that outlines the cause as freezing damage. During the time of failure, temperatures in the
******* WI area per AccuWeather ranged between -13 to-16 Fahrenheit. This is sufficiently
cold enough to cause freeze damage as outlined in PIP5063C.
Your contract excludes damage caused by freezing under exclusion 3 A, therefore the claim was
denied.
If you have any further questions regarding this matter, please contact our claims department at
*************.
Sincerely
Zurich
***** W. ******
AVP of Finance and Insurance Claims
******************************************

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