Our Complaints Procedure
Our commitment to customer service
We value the opportunity to look into any concerns you may have with the service we’ve provided and we’re committed to dealing with all complaints fairly, consistently and promptly.
Who to contact in the first instance
We can resolve many issues straightaway, so first of all, please get in touch with your usual contact. You’ll find details:
- On your welcome or renewal pack
- On claim acknowledgement letters
- In the Our Complaints Procedure section of your Summary of Cover and policy booklet
If we can’t resolve your complaint straight away, we’ll keep you updated with progress and
next steps.
If you’re not happy with our response
- You may contact the Financial Ombudsman Service (FOS) at any stage of your complaint for free and impartial advice and guidance.
- You can ask the FOS to review your case if you’re unhappy with our final decision letter. (You’ll need to contact the FOS within six months of this letter.)
- You may also ask the FOS to review your case if we haven’t provided you with a final decision letter within eight weeks of receiving your complaint.
The FOS can help with most complaints if you are:
- A consumer
- A business employing fewer than 10 persons that has an annual turnover that doesn’t exceed €2 million
- A charity with an annual turnover of less than £1 million
- A trustee of a trust with a net asset value of less than £1 million
FOS contact details are as follows:
Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
You can telephone for free on:
- 08000 234 567 for people phoning from a “fixed line” (for example a landline at home)
- 0300 1239 123 for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02.
You can email: complaint.info@financial-ombudsman.org.uk
If you’re unsure whether the FOS will consider your complaint, please contact them directly for advice.
The service the FOS provides is free and impartial and contacting them at any stage of your complaint will not affect your legal rights.
Complaints Data Publication
We're committed to providing you with information about the complaints we receive.
The following information covers complaints for Zurich Insurance Plc, which includes all Zurich, Navigators and General and Eagle Star brands of general insurance businesses, between 1 July and 31 December 2011.
* Pure Protection complaints are not included in these figures as Zurich does not provide this product.
84% of the complaints opened in the period were received from Personal Lines customers. In other words, customers who are private individuals and/or small businesses that purchased insurance from Zurich directly, or via a broker, or intermediary. For this group of customers, the number of complaints received per in force policy was 0.24%.
