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

  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:11/02/2024

  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 own a 2018 ***** Accord that I purchased from ************************* in ***********, **. I recently received a letter from Zurich that my "vehicle protection plan" was about to expire and I could purchase another one to extend my warranty. To continue the service plan, I reached out to the company for package options. I have spoken to numerous individuals since September 13, 2024 only to be lied to and mistreated. This is very disrespectful and unprofessional. I have been a customer of ********************** for many years, and to be treated in this manner is just appalling. After getting no where with their employees in ***************** I reached out to someone more direct, "***** ******." I was told she could help me! When I reached out to her, she stated that she would provide me some plan options (in writing as I am a visual person) once she returned from vacation. First - I have yet to receive said materials. Second - she tried to **** me off on a dealership back on October 11, ***************************************************** Third - I have asked for her supervisor and their contact information THREE times and she has refused. Four - the letter did not say to contact a dealership, but rather to reach out to THEM. Fifth - my dealership no longer provides Zurich packages, and I am not taking my vehicle to another dealership that is inconvenient. In fact, from what I understand, the nearest dealership would be Greer, **. That is approximately forty-five minutes from my home and work, and would create a HUGE inconvenience for me and my family. It would be a waste of money to purchase a warranty plan that I know I could never use due to the location of the dealership. Ms. ******** lack of response and her lies are uncalled for and just plain rude. Attached are all the communications and information pertaining to this complaint, separated with cover sheets for identification. 

  

  Business Response

  Date: 11/06/2024

  Please see attached response letter. Thanks

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22506406
  
  I am rejecting this response because:

  It is clear that Ms. ****** did not read the emails as she stated in her letter. I discussed my concerns regarding the letter to Ms. ******* I also contacted the number in the letter and got absolutely nowhere (also discussed in my emails that Ms. ****** clearly did not read). I do not understand all the push-back regarding this matter. I do not understand why NO ONE wants to help. What is wrong with people these days that they do not want to help??? Why can I not speak to someone who is going to listen AND help??? 

  
  Sincerely,
  
  ***** R *****-******

  

  Business Response

  Date: 11/08/2024

  Please see attached follow up response. Thank You

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22506406
  
  I am rejecting this response because:

  Ms. ****** is still not reading the emails correctly. That is very disappointing that she is not taking the time to read carefully! I have called the number on the letter in addition to reaching out to my dealership and Ms. ******* I have not been able to get anywhere with anyone. I keep getting passed around like a ball. That is very frustrating not to mention poor customer service on the part of those I have spoken with and Zurich. In addition, Ms. ****** lied to me. She stated she would provide the materials requested, but then never followed up. Does that not matter to Zurich?? That an employee of the company blatantly lied to a consumer. I would like to speak with Ms. ******** supervisor. Maybe they can read and help better! 

  
  Sincerely,
  
  ***** R *****-******

• Initial Complaint

  Date:10/22/2024

  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.

  Resolution request claim CLSF-******** Was not fully attended Total damage was $1441 ****** paid only $825 I was advise by the *** that the other 2 items in the claim will be processed by the next *** and that has not occurred. Attached is the documentation and proof of what was communicated to me. Requesting $616 difference and it doesnt even include taxes associated with it

  

  Business Response

  Date: 10/28/2024

  Please see attached. 

   

• Initial Complaint

  Date:10/22/2024

  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.

  My son was involved in a vehicle accident on 09/20/24 in my vehicle. It is now 10/22/24 and we cannot get anyone to call us back. I have yet to be reimbursed for my totaled vehicle. We are out a vehicle for over a month. I have called over 10 times with no return phone call or communication. I need this resolved so I can replace my vehicle.

  

  Business Response

  Date: 10/23/2024

  Please provide additional information in order to assign this complaint to the Zurich ************* Specialist to review complaint. Please provide (Claim number, Policy number, Claimant name, necessary information) to the email listed in our profile. 

• Initial Complaint

  Date:10/18/2024

  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.

  Purchased the Zurich extended car warranty. Supposed to cover all electronics and mechanical. They denied claim through dealership saying they didnt cover the particular electronics.

  

  Business Response

  Date: 11/05/2024

  Response uploaded 

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22440653
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/16/2024

  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.

  When I bought my van the dealership automatically sign me up for gap insurance. So my van got totaled out. I have been waiting for them to pay off the vehicle but they keep coming up with excuses. So I can not buy a different vehicle until its payed off. This company is terrible people never buy any kind of insurence from them. My van got totaled out six months ago and I have gotten nothing but excuses.

  

  Business Response

  Date: 10/25/2024

  Please see attached. 

• Initial Complaint

  Date:10/16/2024

  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.

  Contacted Zurich About my gap coverage and was told it could take anywhere between 8 to 9 weeks to resolve my gap coverage claim with State Farm and my finance company ally. Meanwhile, I have to keep making payments on a vehicle that has been totaled out by State Farm. I was sent a list by the claims representative to contact and connect with my lender, my insurance company, and also ************* of Clearwater, where I purchased a vehicle to obtain several documents before they will process. All of my neighbors are getting the vehicles settled and taken care of after hurricane ****** within days of their claim but yet here I am stuck with having to wait another two months plus? Basically, Im going to lose thousands of dollars because they are in adequately staffed and their process is an ancient. Why am I the consumer having to do all of the legwork?Message received from ZURICH yesterday:Thank you for contacting Zurich *** Claims, your email has been received and it will be reviewed by our dedicated team. Once we receive all of the necessary documents from the finance company, selling dealership and insurer as outlined in the notification letter sent to the vehicle owner upon loss notification, an explanation of benefit letter will be sent to the vehicle owner outlining the claims resolution. Total processing time can take up to 8-9 weeks. As a reminder, required documentation to process *** claims can be faxed to ************** or emailed to ******************************************* Please make sure to include the claim number or VIN on all communications. If additional assistance is needed, we can be contacted at **************, select Option 2 to reach the *** team. Our business operating hours are Monday Friday, 7:30 am 5:00 pm CST. Thank you for considering Zurich as your trusted *** provider. Best Regards, Zurich *** Claims Team ******************************************

  

  Business Response

  Date: 10/22/2024

  Please see attached. 

• Initial Complaint

  Date:10/09/2024

  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.

  My name is ****** ***** claim number **********.The agent under my case is ******* *******. I have spoken to the manager ****** ***** email is ****************************************** On September 24 | email ****** which in minutes she had reach me and told me she would speak to ******* and ******* did call me back and told me to drop off my car at the shop to get repaired which I did. The following day I also email ******* the same day as drop off informing her that car was in the ******* accident was July 20 my car was parked during the accident and I was out of state. I was only left a note that said sorry for the damage and phone number. Contacted my insurance made the claim. My agent try to get an answer however ******* didn't answer until little over a month later of the accident.******* answered me on August 27. My insurance tried getting to her and failed so I did try called and finally got an email on the 27. Until September 24 which is when I called the online number and got ****** email. To which she got to ******* and she told me to drop off my car. That brings me to today last week I received a phone called from the shop they can not reach *******. Keep in mind my car has officially a week at the shop during that call And yesterday two more calls from the shop. Saying she doesn't answer them. I emailed her yesterday and ****** too however no answer as off 2pm 10/9 today I called the shop and no answers from either two. At this point my car is going to 3 months. I have lost work due to her negligence and lack of communication. I live more than 30 minutes from work and not be going on **** or bus everyday. I have been kind to give her two months before I looked to contact a manager and now my car just sitting on a shop for two weeks and nothing done because she can't answer call or email.Complete nonexistent unprofessional and neglectful. This company is full of multiple unhappy customers for their shameful service and lack of competence.

  

  Business Response

  Date: 10/22/2024

  Please see attached. 

• Initial Complaint

  Date:10/03/2024

  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.

  On June 26, 2024, a *********************** technician drilled through our electric service while installing fibre internet. The technician initiated a claim for the damage with Zurich North America, Frontier's insurer, that day and provided us with the claim number. Zurich did not respond to our calls for repair instructions for several days and finally authorized us to hire a local electrician to restore service one week after the initial damage. As instructed, we forwarded the repair bill to Zurich for $325. Despite multiple calls and emails following up on this claim, we have been unable, with one exception, to hear from Zurich or receive reimbursement. We escalated our calls to a claim manager in July, who responded once saying the claim was under investigation. Since, there has been no response to any inquiries about this claim and no payment received. In addition, we are unable to contact anyone at Frontier (must go through their customer service line) to directly respond to the claim ro provide reimbursement.

  

  Business Response

  Date: 10/17/2024

  Please see attached.

  Customer Answer

  Date: 10/20/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22374729, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jessa Nelson

• Initial Complaint

  Date:09/16/2024

  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.

  Replacement of engine is needed. Company won't cover the charges because they state it is the thermostat and it is not covered. They stated their coverage is like endurance who has the thermostat covered. The policy explains what is covered which includes the engine block which is where the thermostat is located and bolted down. The company hasn't given a complete reason on why it is not listed under covered or non covered. also said they aren't responsible for any damages that lead to overheating but the spring on the thermostat came off which is what lead to the overheating. The coolant isn't destroyed just has liquid coming out of it. It is not leaking through the hose or the actual compartment. The item should be covered because it is a lubricated part that is bolted down to the engine. It is not Godly to give a contract and not honor the contract you gave.

  

  Business Response

  Date: 09/23/2024

  Please see attached. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22294725
  
  I am rejecting this response because: they stated the thermostat is not covered but it is also not listed as an item not covered. The engine block is where the thermostat is bolted down to and considered a lubricant part of the engine because the coolant flows through it to get to the engine cylinders. If the thermostat spring pops off and closes off the thermostat hold which cause for build up to happen and then the car overheats because there is no flow, how is the thermostat and it's housing not covering. It's is bolted to the engine and the engine block is covered which is where the thermostat is housed. The company stated they have the same plan as endurance but with endurance the thermostat entire housing is covered because it is listed under the engine. **** has the same powertrain warranty that states the thermostat is covered because it is apart of the engine block. How do you pick and choose which parts of the engine block you want to cover but then don't list it as not covered. Then a *** tried to stated that if the company listed everything not covered the list would be two to three pages long but my contact is three pages and not covered items is two of those pages and thermostat is not listed on the non covered parts. The company is trying to find ways out of a contract meant to really hurt the consumer. Why have me pay for something within my contract if you don't plan to covered the part that needs ***lacing. And stating that you don't cover things that caused by overheating is bull because the coolant tank and hose are still in working order but because the flow to the engine cylinders was blocked is why the head gaskets blew. The gaskets are covered the coolant tank is covered, the engine block and cylinders are covered and all lubricated parts of the engine are covered which means a thermostat and it's housing is covered because it is apart of the engine block and bolted down to that said engine block. The engine now needs to be ***laced so ***lace it. Stop giving out bull c*** contracts if you don't plan to honor them when it comes time.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/01/2024

  Please see attached. 

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22294725
  
  I am rejecting this response because: it is not right but other legal actions are already in play to have this resolved due to me being without a vehicle for a month and having to come out of pocket just to be able to get around. Thank you BBB for your help with trying to get this resolved but Zurich is a joke and have people paying for insurance that they know they don't want and will do everything in their power to not cover. If a car starts to overheat because the spring for the thermostat comes off which there is no telling when it came off since the last service and stating it's not a lubricated part of the engine but it is because the coolant keeps its lubricated, is ridiculous to state is not covered but then don't list it under not covered and try to use your wording to make it seem like it's in the contract but it's not is ridiculous. But God have mercy on people who try and get over on the little people who need their vehicles just to manage and get to and from work everyday and make sure their families are good and can get to and from everyday. Nothing good will ever come of a company who has people pay for a service they can't even use when needed. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/15/2024

  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 an extended warranty on a used car. I am inside the timeframe and the mileage of this warranty. Took nearly 3 weeks to get rental car coverage, and over a week to have the person look at the car. When they finally made a decision they offered to cover about 50% of a repair that is over $7,000. My policy states I have a $100 deductible. The company will not explain why only partial coverage. They have strict guidelines on the repairs as well, so I do not have other lower cost options to make these repairs. The **** for the company has refused in many emails and communications to provide any detail on what is covered in his opionion. He is just stalling, and each day that passes I am without a vehicle. Tomorrow, after about 3 weeks, I should have a rental car. Even when they got a car reserved, Enterprise (the only option for a car with them) had no cars. My complaint here is the slow walking of every aspect of this, and the lack of details or communication. The **** did try to put blame on the car sales person, but my decision to by was a nice colorful sales piece right on the desk of the sales person. Clearly this is sales material from the warranty company. It lacks details or disclosures, and makes it sound like you have an extended warranty. Now they say they only will cover a small portion of the actual repairs. In this case, it is the ***** and some related parts, all outlined by ***************. Here is the only way I have been able to communicate with company: *****************************************

  

  Business Response

  Date: 09/26/2024

  Please see attached.