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 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:12/23/2024
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.
My ex-husband is employed with Farmers Insurance Group which is owned by Zurich. We were divorced in June 2024. I have been attempting to collect the money that was awarded me in the divorce decree. I have been working with an individual and her supervisor in Zurich HR Services to settle his benefits with no success. I first emailed their department on Monday, October 14th, and my issue is still unresolved today. ****** has been highly uncooperative. Her communication is not professional, timely, or containing all the necessary steps to move this process forward. They are representatives of this business and are not operating with good business practice or professionalism in mind. They are not providing the service they are being paid to provide. I am owed a significant amount of money with and have made no progress after working with them for two months. My personal life has been directly impacted by their delays as I don't have this money for living expenses.
Business Response
Date: 01/06/2025
Please see attached response letter. Thank YouInitial Complaint
Date:12/16/2024
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.
I purchased GAP insurance as well as an extended warranty with a dealership that I purchased a car from. The car was totaled on 9/8/24. This company has not paid the car off or sent me a refund for the extended warranty I purchased. Everytime I send them what they request they request the same thing over and over. This is now being reported on my credit report. They claim to have not received it when I sent it and was told it was received. Very unprofessional.Business Response
Date: 12/20/2024
Response uploadedInitial Complaint
Date:12/10/2024
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 wife purchased a warranty for over $7,000.00, as the company representatives claimed it was a great deal due to the high repair costs for our SUV. However, we chose to cancel it and reached out to the dealership via email but received no response for over a week. We then contacted the company directly, completed the necessary paperwork, and were informed that the cancellation process could **** * to 10 weeks, with an additional 1 to 2 weeks to receive the refund check. This means it could potentially take up to 12 weeks, or 4 months, to cancel. The customer service experience has been unsatisfactory thus far. No way this should take that longBusiness Response
Date: 12/18/2024
Please see attached response. Thank YouCustomer Answer
Date: 12/19/2024
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:11/27/2024
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.
Company has stopped responding to insurance claim that has been on going since October 28th 2024, they first tried to send me back to the rental company sixt but the insurance is through them for personal loss. I am just wanting them to pay what their aggregate $1950 is as the value of the items exceeds it and is listed in the police reportBusiness Response
Date: 12/10/2024
Hello, We are unable to locate a Zurich Claim number for this Complaint. If they can please provide the Zurich Claim number and Policy number so we can verify this policy and claim is with Zurich and respond.Initial Complaint
Date:11/22/2024
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.
Purchased gap insurance for my 2022 **** A4 - was struck by another driver who was held completely responsible for the accident. Had purchased gap insurance for $900 from ************************* in *********, ** that indicated this would cover any remaining balance on the existing lein on the vehicle. Accident occurred 1/10/2024 - attached is the letter from Zurich gap claims indicating that they were responsible for no coverage at all and would not pay anything for the existing balance. I then had several months awaiting a response to the claim. The customer service was unacceptable and paid for a service that benefitted me in no way with multiple exclusion s that was not fully represented when I purchased the additional coverage.Attached is the letter from Zurich gap claims.Business Response
Date: 12/10/2024
Response uploadedInitial Complaint
Date:11/21/2024
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.
I purchased a car from ****** ***** of ************ and attempted to cancel the warranties soon after, but couldn't get through to anyone. I also tried contacting the bank for assistance, but they were unable to help. After a year of persistent calls, I finally reached someone at the dealership who helped me cancel one of the three warranties, and they informed me that a check would be sent to the financial company. I thought they had refunded the full amount as initially stated, but that wasn't done either and only found out when the bank called two yrs later to say I still had a balance. However, the issue at hand is I later discovered that only one of the warranties had been canceled, and the other two remained active. These remaining warranties cover tires, road hazard, rims, keys, and other bodywork. I found this out eight months later and decided to keep them.I then had roadside issues where my rim and tires were damaged. They refused to cover the tires but covered the rims, which made no sense. I lost my keys and now am getting the runaround on a refund. I thought they had refunded the full amount as initially stated, but that wasn't done either. Between the bank, dealer, and warranty company, I am the one stuck with bills.WHEN THE DEALER SOLD WARRANTY SOLD ME THE WARRANTY THEY ONLY PROVIDED 1 PAGE. PG ***** when I contacted claims they provided two pages. HAd they done that b4 I walked out the dealership I would have rejected.Business Response
Date: 12/05/2024
Please see attached response. Thank YouInitial Complaint
Date:11/21/2024
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.
We purchased an Alaska Cruise and Land Tour with Zurich travel insurance and trip interruption through ****** Travel on 8/17/23. On 7/19/24 we drove from ******** WI to the ******************* for a flight to ********* to board the Sapphire Princess the next day. After two delays our flight was cancelled at 9:15 PM. Both the ********** agent and their help desk employees stated that most all computers including reservations, office and aircraft were down due to worldwide software issues and we could not fly. We tried all night to find a flight to ********* but could not. Our Zurich policy covered aircraft mechanical problems and trip interruptions. The aircraft computers are mechanical devices that run on software just as a car is a mechanical devices that runs on gasoline. Zurich has refused to cover my claim believing a computer is not a mechanical issue. Another note, as good companies ***** and American Airlines gave full refunds for our non-refundable tickets including Delta baggage fees. Princess also refunded taxes, port charges and excursion moneys we paid. Zurich was the only one paying nothing. Policy coverage limits were $7000.00Business Response
Date: 12/10/2024
Response attachedInitial Complaint
Date:11/21/2024
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.
I filed a gap claim over 8 weeks ago and they said it would only be 7/8 weeks. I called today and now they are saying it's not that it's 8 or 9 weeks. They haven't even looked at my claim! My lender is not happy with this company either. They want there money! I've never dealt with an insurance company who is not willing to do anything. It's doesn't take months to cut a check! This is a shady company.Business Response
Date: 12/04/2024
Response uploadedInitial Complaint
Date:11/12/2024
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.
On September 4th 2024 I had my car at home ********** dealership in ************* ************ for evaluation of an engine problem. During the evaluation of my vehicle there was an error made by the service technician that caused an engine fire and my car was totaled. The dealership admitted fault and made a claim with their insurance company Zurich North America. Zurich has repeatedly delayed, failed to return phone calls, and taken excessive amounts of time to respond to my inquiries regarding this claim. On 9/27/24, Zurich made me an initial offer of $14, ******. I refused this offer as being too low. On 10/10/24, they made me another offer of $14,616.83. This was approximately a 1% increase. My review of like kind vehicles for sale showed a price of between $16,000 and $17,500 plus adjustments for two premium packages that my vehicle had on it. Discussions with two insurance agents informed me that industry standards are fair market value plus taxes, dealer fees and registration fees. Zurich claims they do not provide fair market value but something they called cash value. They have not explained what cash value is and the other agents I have spoken to can't explain what that is. I believe my restitution from the insurance company should make me whole and pay the full cost of replacing my total vehicle with a light kind vehicle. The original cost of my vehicle, a 2017 ******* Santa Fe Sport, was $31,795 this included two premium packages with the value of $5,050. I believe the fair payment for my lost vehicle would be $21,120. This is the average of the prices above ($16,000+$17,500/2), an adjustment for the premium packages ($5,050/2), sales tax of 7% in *******, dealers fees and registration cost. This becomes $16,750 + $2,500 + $1,347.5 + $500 + $22.50 = $21,120. By this calculation Zurich is under paying me ******** for the loss of my vehicle. As a result I am not being made whole for the loss of my vehicle. This loss was from no fault of my own.Business Response
Date: 11/24/2024
Please see attached.Initial Complaint
Date:11/11/2024
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.
Purchase travel insurance for a trip to **********. On the return flight our travel was delayed causing a missed flight and triggering hotel expenses. The policy purchased covered these circumstances. Having filed a claim the processing took an extraordinary long time with a response I needed letters from the airline, air traffic control, the city of ******* additional copies of information I had already sent. My original claim contained all the information that I had access to.Business Response
Date: 11/19/2024
Please see attached response letter. Thank You
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