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
- 237 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:09/15/2024
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 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.Initial Complaint
Date:09/10/2024
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.
This company makes it EXTREMELY difficult to file a claim. Similar to an insurance company, these folks are fast to take money before placing barrier after barrier preventing you from actually getting the coverage YOU PAID FOR. They make customers use an Excel file attachment to compete the intake. I do not have excel and i will not pay for it. The company said well well send you a PDF. No, not downloading software to my device to complete this process. This company has failed to provide an easy way to file claims such as a mobile app, web-based platform like DocuSign, VineSign, Panda Doc, etc. When filing a complaint over the phone, the representative hung up on me. I wish i NEVER spent money on this coverage when i bought my car. Its a complete and total SCAM! Not to mention, they don't even do the work.. They outsource. DO YOUR RESEARCH ON A DENT REPAIR FIRST, then get authorization to complete with Zurich. Completely unacceptable experience for a customer to have to speak with three people when the company couldntet with 2024. I hope the company wakes up or faces legal challenges on their accessibility to filing claims. I finally recorded the third call when filing a complaint with ***** management.Business Response
Date: 09/24/2024
Please see attachedInitial Complaint
Date:09/10/2024
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.
The insurance company ,Zurich ,that covers Hertz rental in ************** ,has denied a claim for a wreck that involved one ,***** ***,that hit me in their rental ! Here is the rental agreement and a text message from ***** *** ,admitting his fault in the wreck ! **** ***** ,the adjustor,has denied it for whatever reason ! This accident occurred on May 23rd 2024 .I have been bullied by this adjustor and it has to be an issue of fraud ! I can't get a lawyer to take a case because there was no injuries & so they can't make any money on the case ! In the meantime, I have to resort to this! They need to be investigated and shut down for this non compliance ! The damage to my vehicle is at the least $3900 or they would total it out !Business Response
Date: 09/24/2024
Please see attached.Initial Complaint
Date:09/05/2024
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.
Had an accident, my 2023 ***** was totalled. I had progressive ins. They paid all but $4650. I had GAP thru Zurich sold by *****. Zurich dragged their payment. Called me told me i had to send them several documents which progressive already sent then they said they were only going to pay a little. It's Gap ins. They're supposed to pay the remaining loan Balance. Why have it if they don't. Any way I filed a dispute, all the sudden I only owe 957. This company is providing false services to customers. I should owe nothing. It's mighty suspicious the day after I file a dispute Zurich contacts me..any they are scamming customersBusiness Response
Date: 09/19/2024
Please see attached the response letter, a payment letter and the contract.Initial Complaint
Date:08/27/2024
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.
The insurance company paid settelemnt is $88,727.86 and the net balance at date of loss $95,468.72 and GAP did not pay any diffrent. Zurich paid $0 Zero diffrent. Date of loss:10/18/2022 GLS63 year 2019Business Response
Date: 09/12/2024
Please find attached our response letter and Gap Outcome Letter. Thank YouInitial Complaint
Date:08/22/2024
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.
I filed a claim in June 2024 due to cancelled travel in May. Since then, I have spent more time on hold with Zurich than the actual travel would have taken. It takes SOOOO much time to catch hold of an agent, and every time I eventually speak to someone, the response is that we are processing the case and the agent will likely get back to you next week. There was an ask for some additional paperwork that I provided in July, and it's been silence for over 6 weeks. There's a lot of waiting for an answer, and it's impossible to reach anyone at the company to get any clarity. I spend an hour every week waiting on hold with Claims support, and the response I receive is canned. The case has been escalated, and will be addressed. There's no movement, and there's no support to process the claim. I did ask to escalate and speak to a manager, it went to a voicemail!!! I understand they have a large volume of cases but why on earth can you not provide a realistic expectation on how long travel insurance claims will take? Would have been GREAT to know this when I purchased the insurance, and definitely when I filed the claim. My claim number is ******. I have reattached all the documents I shared with the company when I filed the claim. This is the worst travel insurance ever.Business Response
Date: 09/04/2024
response uploadedInitial Complaint
Date:08/22/2024
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.
I'VE CALLED THIS COMPANY TOLD THEM TO NOT SEND ME ANYTHING N THE MAIL. THEY REFUSED TO REMOVED ME FROM THEIR CONTACT LIST. I'M ABOUT TO FILE A COURT OF FOR HASSEMENT IF THIS DOES NOT STOP/ I DO NOT KNOW THIS COMPANY DONT WANT TO DO BUSINESS WITH THEM AT ALLBusiness Response
Date: 08/23/2024
We received the complaint for ID # ********. We will need more information as to what type of mailers they are receiving so we can direct this to appropriate department to remove them. Are these mailers for *************** Contracts? Gap Insurance? New Program Policies? Claims? Please let us know and we can get this handled.
Thanks
Customer *************Initial Complaint
Date:08/19/2024
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.
******* Comp Policy GTU4379556 Claim ********** Harrasment and physical abuse at work led to suicidal thoughts, build up of a mental break down on 3/11/24 documented by clinic ***** for Life. Asked if this is a ******* Comp case and yes it is. Supervisor hard punch to my son who has a disability. Many Bx visits since 3/11/24 Medical is fully paid for by ***** insurance but Zurich does not process this claim. It was done correctly and turned in by *********************** MS *** and Dr ******************* PA-C both from ***** for Life. I kept calling but no one responds to us. It is now 8/19/24 I got thru to ************************* ********** and she said she will call ***********************. This should have been processed. The state should have trained him to also look out for abuse at work, after 2 yrs of cart cleaning his second 2 yrs was mentally abusive and some physical abuse. State did not go in and train him again. They said they would. Because of ******** Autism he did not become a person to stand up for his own respect. This needs to be a part of DDD DES Vocational Rehab for those seeking employment and have disabilities.Business Response
Date: 09/04/2024
Please see attached response letter. Thank YouInitial Complaint
Date:08/15/2024
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 name is ***********************. I owned a pet bobcat named Phoenix. A veterinarian failed to diagnose a medical issue that ultimately killed *******. The ********************** found the Veterinarian, ****************, in violation of the Boards rules of professional conduct. **************** has failed to respond to the ***************** Neither **************** or the clinic will open an insurance claim. Zurich insurance will not allow the injured parties to file a claim. Only the policy owner can file a claim. This is a tactic designed to avoid paying claims. It should not be this difficult to file a claim. I need your help getting justice for ******* and being repaid for my veterinary costs. This situation is outrageous.Business Response
Date: 08/30/2024
Please see attached response letter sent to complainant. Thank YouCustomer Answer
Date: 09/05/2024
Complaint: 22147917
I am rejecting this response because:The company did not address my complaint. They only talked about a previous claim from a few years ago. They have not received a claim from me against the veterinarian because they refuse to let me file the claim. They have repeatedly told me that the policy owner, ***************************, has to file the claim and I am not allowed to do so.
Sincerely,
***********************Business Response
Date: 09/12/2024
Please find attached follow up response letter. Thank YouInitial Complaint
Date:08/14/2024
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 used 2017 f150 2.7 ecoboost early 2024 with 113k miles. At the dealership they offered aftermarket powertrain warranty. Included are pictures of the brochure used as the sales prop by D-*********************** Staff. Around 5k miles of driving the timing chain snapped. The D-Pat service dep says the timing chain cover is stuck and needs to be cut off and the crankshaft will no longer turn. ****, in ****** ****** office ************ says they aren't going to honor their warranty insurance. Says the timing chain isn't included. Timing chain is clearly seen on line six of covered items in the Engine category of their stated covered items. Claims stretched timing chain is not covered. It's broken, not stretched according to the service dep at D-********************************** IN HWY 41 and Walnut. The warranty is costing me close to $100 a month. The engine is currently locked up, but the adjuster keeps talking about the timing chain. He's obviously avoiding the terms of the warranty. ************************* of ********* service showed me the back and forth emails between him and the Zurich adjuster, ****. He's trying to rob me of coverage.Business Response
Date: 08/20/2024
Please see attached.
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