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.
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Submit a ComplaintThe 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:02/05/2025
Type: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.
Purchased 2019 Buick Encore in September of 2024. I also purchased a warranty through this company. Two weeks ago, an engine light appeared. Taken back to the dealership. I have attached the estimate for the repair. The dealership states that the majority of costs are NOT covered by the warranty. I have attempted to contact the company numerous times, as even ***************** states that the repairs are covered under their original warranty. Still, they cannot do anything about it because it is not a new vehicle. I have attempted phone calls, and after HOURS of being placed on hold, I used the chat feature. What a joke, they told me to call. I emailed, and there was no response. They need to fix the vehicle at no cost, as I pay for the warranty and it is covered.
Business Response
Date: 02/19/2025
Please see attached.Initial Complaint
Date:01/28/2025
Type: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 purchased a windshield warranty through our dealer when purchasing our vehicle. The warranty stated that they would cover replacement of the windshield for cracks up to 6 inches. On Friday evening, I received a small crack (approximately 3 inches) in my windshield. On Saturday, I contacted the claim department notifying them. They returned my inquiry on Monday indicating that I would need to call or use their online service to begin the claim process. I submitted the claim on Tuesday and included a photo of the windshield crack, which now showed a 6 inch crack. The initial crack on Saturday, when I initially contacted the business, was around 4 inches. I was told that they would not cover replacement of my windshield due to the crack being over 6 inches in addition to the photo being taken from the inside of the vehicle, instead of the outside because it could be even longer from the outside. I was scammed into purchasing this faulty warranty program and now am out $800 for a warranty on top of the money I will need to pay to replace the windshield. Had I received prompt customer service, the crack would have still been well within the limits. Also, placing a 6 inch limit on a windshield crack, knowing that cracks spread at a rapid rate, is an incredibly scummy business practice, especially when at the time of writing this, the crack is maybe 6.25 inches. I write this to inform others to stay away from this company. I have also contacted the dealership asking them to review their partnership with this company. I will never purchase from a company with such terrible customer service.Business Response
Date: 02/13/2025
Response uploadedInitial Complaint
Date:01/24/2025
Type: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 totalled out after a few months of ownership on October 10th 2024. Claim was started on October 17th and all information was submitted in November. I have called countless times and have been told 2 more weeks. 2 more weeks. Now *********** is reporting to the credit bureaus this balance that is to be paid off by this company. I call again and I'm told another 3 weeks and they are working on submissions from October 28th. This is ridiculous and such a slow process. I wish I had said no to this gap insurance and researched other companies. I have never faced this delay with any other companiesBusiness Response
Date: 01/31/2025
Response uploadedCustomer Answer
Date: 02/03/2025
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:01/23/2025
Type: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 North America and their third-party administrator, ********* *******, regarding the mishandling of my personal injury claim (Claim No. 000696-268595-GB-01). Specifically, ********* ******* requested my Social Security number as a condition for processing my claim, which I believe is unnecessary and violates my privacy rights under the Privacy Act of 1974 (5 U.S.C. 552a).Despite providing sufficient identifying information, such as my full name, claim number, and address, their representative, ***** Way, insisted on this invasive request. The approach was dismissive and disrespectful, making me feel as though I lacked an understanding of my rights.Resolution Sought:I request that Zurich North America:Ensure my claim is processed without requiring my Social Security number.Investigate the behavior of ********* Bassetts representatives to ensure future compliance with privacy laws and respectful customer interactions.Attached are supporting documents, including correspondence with ********* *******.Thank you for addressing this matter.Business Response
Date: 02/06/2025
Initial Complaint
Date:01/12/2025
Type: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.
In September 2024, I totaled my 2021 ****** Kicks. Progressive Insurance did not cover the full balance of my loan, so I had to pay $1,590.16 out of pocket with the understanding that my Gap insurance would reimburse me for this expense. In October 2024, I submitted all required documentation to ***. I followed up multiple times and spoke with representative named ******, who informed me that because GAP is a small company, processing claims could take between 8-9 weeks or up to two months. On January *******, I received an email requesting additional documentation, including copies of contracts, payment history, an extended warranty, a settlement summary or breakdown, taxes, fees, or other deductions, as well as the vehicle valuation report. I have complied with all requests, and all I am asking is for GAP to refund the amount I paid out of pocket as promised. Please assist me in resolving this matter and obtaining the reimbursement owed to me.Business Response
Date: 01/27/2025
Response uploadedInitial Complaint
Date:01/10/2025
Type: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.
12/24/24 subject front end harness AND connector denied by Zurich- frustrated and beyond furious client. Taken my 2020 ***** crv to ***** auto nation ***** and ***** ****** service advisor seeking resolution by Zurich wouldnt approve the claim-beyond furious client that paid for extended warranty seeking all levels of approval and to relook this. This shouldnt be denied it is FACTORY PARTS that was purchased with the vehicle should be approved!Gerber Collision proof of statement to Zurich Insurance Just wanted to recap, we had ********* in this morning to review concerns related to her vehicle overheating and it possibly being related to a prior loss. Upon review and listening to the concerns raise by Ms. ******** I was able to see what was diagnosed. It does seem likely that zip tie that secures that wiring to the Radiator Support failed. This was allowing the wiring to get caught up and damaged, causing the sensor to fail. This zip tie, is a ***** Factory zip tie and in no way inline with the repairs performed at our ************ location. I have a couple of *****'s on the floor and have attached a couple of pictures that show the ***** FACTORY zip tie securing the wiring like it was designed to do. Also at the same time (by coincidence) we had a member of our mobile diagnosis team here, who looked at it and determined it to be a factory connection and not a zip tie added. I hope this helps your discussion with your warranty department. **** ******** General ManagerBusiness Response
Date: 01/15/2025
New information was received, and the claim was authorized.Customer Answer
Date: 01/16/2025
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:01/07/2025
Type: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.
Have an open claims since June 24 of 2023 provided documents needed necessary and have not heard nothing back from the claims adjuster. Does not respond to phone calls or emails contacted manager and still have received no progress on my claims.Business Response
Date: 01/16/2025
Please see attached request for additional information. Thank YouInitial Complaint
Date:01/02/2025
Type: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 father passed on Nov 16th. In looking for affordable flights from *** to *******, I came across **************************. After purchasing tickets for myself and my son, my son remembered he had a court appearance he could NOT reschedule. Unfortunately, we had to cancel the tickets. I am seasoned travel and always purchase travel insurance in case the unexpected happens. Well, it did! Filed a claim with the travel insurance company, Travelex Insurance/Zurich Travel Claims (Policy# ***ZD38871) and they denied it stating, "I am not the defendant in the case". Although I am NOT the defendant, I purchased the ticket and should have my money refunded!! It's already hard enough coordinating a funeral and writing obituaries - now I have to negotiate a refund of $175!!! Come on!!!Business Response
Date: 01/17/2025
Please see ***** response letter. Thank YouCustomer Answer
Date: 01/22/2025
Complaint: 22753758
I am rejecting this response because: I do not agree with the canned response regarding why my money will not be refunded.
Sincerely,
******* *****Business Response
Date: 01/24/2025
Please see attached follow up response. Thank youCustomer Answer
Date: 01/30/2025
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:12/27/2024
Type: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.
Need to fix my our vehicle which was damaged by a Zurich policyholder. ***** ******** has ignored my calls and emails for nearly 2 months now.Business Response
Date: 01/08/2025
Please see attached.Initial Complaint
Date:12/27/2024
Type: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.
Totaled my Mercedes and was not at fault. Started my gap claim 11/6/2024 which I have all email proof of including verification that documents were received. Told by ******** that my claim must be paid in full by 1/17/2025 or I will be sent to collections. Have reached out to Zurich multiple times and told there is nothing they can do and my claim will not be looked at for another several MONTHS. I have absolutely no idea how they get away with this type of business practice. Unfortunately my car was totaled while driving to my job caring for others in an ********************* A job I do with pride and heart. It is a shame that corporate America could care less who they s**** as long as they get their money. SHAME ON YOU!Business Response
Date: 01/08/2025
Please see attached.
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