Zurich Insurance UK Avis 3 291

This company has treated me appallingly over two complaints regarding travel insurance they have underwritten and ultimately were responsible for.

Their communication shortcomings, post complaints made, (there are two of them) have been some of the worst that I have ever encountered in having to deal with a major company over a concern. My emails usually ignored. Anonymous responses now sent to me from their customer relations department from a person apparently nominated to deal with my complaint, but not prepared to put their name on the email. Pushing the complaint deadline of eight weeks to the very limit on the first complaint. And now pushing the same limits, but wanting to extend them even further with the second complaint which is unresolved and dragging on now past eight weeks. Nobody from Zurich has ever had the common decency to even give me a call and apologise for what I had to go through after being injured in France.

I was let down terribly when I was injured abroad. I was left to deal with a serious knee injury in a foreign country, essentially on my own. Their medical claims management company leaving me to find clinicians to treat me. Healix (the company) did absolutely nothing of any assistance to me, and even tried to cancel my claim when I was still in France injured. Subsequently to returning home the claims management company for medical invoices (‘Reactive’ Claims) has also behaved incompetently. They have withheld monies from me that I had to pay in the local currency when I was in France because the clinicians wouldn’t take a credit card payment. Stating that they will only pay out if a UK credit card statement is sent alongside the invoices that proves the payments I made. It was only when I had to use social media to raise my concerns about how they were treating me that they made any attempt to recompense me for the medical expenses costs I have submitted.

The first complaint, which concerns the appalling treatment (or lack of it) I received when I was in France from the company supposedly put in place to help me medically is now with the Financial Services Ombudsman . The second, which concerns how the first complaint was handled, and also the incompetence of their claims management company for medical invoices, is now past the eight week deadline because clearly they weren’t capable or couldn’t be bothered addressing the situation within their given timescale.

I would advise anybody wanting to use this company for any form of insurance to think very carefully before they employ them. They have been of absolutely no support to me whatsoever. Their communication processes have been scandalously awful. And as I say – nobody from a management level at Zurich’s Customer Relations has ever seen the need to give me a telephone call and actually apologise to me personally for what I’ve had to endure, that is now dragging on since May. Be warned.

If the system allowed I would have scored Zurich Insurance in negative figures.
This is a follow on to a review I posted on Zurich Insurance a few days ago. I have a policy with Zurich and I had cause to submit a claim on the 03/10/25 following storm damage. Since submitting then claim not only have Zurich failed to support me through the process, they appear to be going out of their way to make my life a misery. Some examples of this would be; within a few days of submitting my claim I received an e-mail informing me Zurich have increased the cost of my current policy by £125.01. There was no warning of this nor was there any prior consultation. They also inform me in this same e-mail they will not process my claim until I meet their conditions. I fail to see how processing my claim should be conditional on other factors.
I have attempted to speak to Zurich by a variety of means and the response to this has ranged from apathy to what feels like bullying. As examples of this I spent hours filling out the complaints form on the Zurich website. No response. I completed the generic feedback form that was e-mailed to me. No response. I suffer terribly from Parkinson’s disease. I have detailed the effect stress has on Parkinson’s sufferers. To mitigate the stress factor I have asked Zurich to assign a competent individual to my case who I could work with to draw this matter to a close. However this request appears to be being ignored. Zurich are completely disinterested in accomodating my disability.
If Nicky from the Zurich Customer Care team reads this review can he/she contact me?

A great company to deal with they went above and beyond.

This is the response I received more than a week ago. I still haven't been contacted regarding this issue and nothing has been sorted out.

I have enough going on with the death of my mother, without having to chase this company up.

Good morning Jamie,

Thank you for sharing your experience with us, and please accept our sincere condolences for your loss.

We’re truly sorry to hear about the difficulties you’ve faced with your claim and the frustration caused by your recent interactions. Your feedback is very important to us.

We have forwarded your comments to the manager for investigation, so we can better understand what happened.

Regina
Zurich Customer Care Team

NO RESPONSE FOR WEEKS. They will fight tooth and nail to deny your claim, even going as far as to hack your booking accounts to try to find reason to deny your claims. They will ignore you for weeks on end, you are not their customer you are despised as a client, treated like dirt. AVOID AVOID AVOID

Zurich took the trouble to trace me as I had moved abroad 40 years earlier and I had not notified them.
Having found me they sent all relevant information for claiming what I was entitled to together with a discussion over the phone with someone who was very well informed. The wait time to speak over the phone was minimal. In the modern world it was a delightful surprise to be treated this way by such a large company and I have no problem in sincerely thanking them.

Zurich has officially denied my claim for the theft of my bicycles, and their explanation is unbelievable. In their own words, they said:

“Our records show that the locking mechanism was fully functional prior to the incident. The locks were damaged or vandalised, and the bikes were stolen on the same day.”

So according to Zurich, the lock was damaged and the theft happened immediately — therefore, no one could possibly have known in time. That logic ignores the clear evidence that the maglock was broken and reported by residents well before the theft, and that poor maintenance and lack of action made the theft possible in the first place.

Rather than investigating properly, Zurich relied on incomplete maintenance records and simply stated that their “insured was not aware” — as if ignorance excuses responsibility. They have refused to review the evidence or reconsider their position.

I’ve now had to escalate the case to the Financial Ombudsman Service, as Zurich seems determined to protect their insured parties rather than act fairly towards those affected.

If you expect a fair investigation or accountability when something goes wrong, avoid Zurich. You’ll just receive a carefully worded denial and a suggestion to “seek legal advice.”

I’ve been with Zurich for my travel and home insurance, and the service has been nothing short of brilliant. Their staff are friendly, knowledgeable, and always quick to help. Claims were dealt with smoothly and without unnecessary stress. It’s reassuring to know I’m covered by a company that genuinely cares about its customers.

not really sure when and where i start taking life insurance until i have spoken to the customer service, they made it easier for me to decide and choose the right one for me, and the premise was good value for me
thank you 🙏

Very impressed with the prompt, professional service from this company . They always responded to my email queries and even discussed concerns on the phone with me . Delighted with the positive result of my claim.

You have actually got my surname wrong! (Yet again). You've addressed myself under my married name of edwards, which makes my policy invalid. Ive reverted back to my maiden name of Hayward-jones, after my divorce. I've rang on several occasions about this. Please rectify. Thanks.

Great customer service, value for money policy and helping communities around the world.

Straight forward life insurance

Great customer service! My claims were handled with the minimum of fuss and I was kept updated at each stage of the claim process. Their responses were timely, there was no need to chase them for updates. Once I received the phone call saying my claims had been approved, the funds were in my account inside of 5 working days together with any premium payments made during the claim process. All in all, an exception level of service which I couldn't fault.

I recently switched to Zurich for my life insurance, and I’m very impressed. The process was straightforward, and everything was explained clearly. It feels good to have cover from a trusted name that’s been around for years. I now have peace of mind knowing my family will be looked after if anything happens.

I only bought this because some “review site” showed 4.5/5 ratings—what a joke. When I filed a claim, they rejected it saying the airline didn’t specify “engine failure” or “flat tire” but instead wrote “operational issues.” Seriously? Airlines never spell out reasons like engine failure—they always use vague terms like “operational issues” or “unforeseen circumstances.” Everyone knows this, including the insurer. Using that as a reason to deny a claim is not just silly, it’s pathetic. Their entire process feels like a loophole factory designed to dodge payouts. Save yourself the frustration and stay far away. Here is my claim#UZ58821-1 to prove my concern is legitimate

rude workers on phone, no help given, no empathy. Put a claim on my file when not worthy. Do yourself a favour and avoid this company at all costs.

I can’t begin to describe how awful it is dealing with this company. They essentially will worm their way out of everything possible through the guise of a loss adjuster.