Making a claim frequently asked questions

A call to your dedicated case manager is all it takes to make a claim. If you don’t know who your dedicated case manager is, please call us on 0800 181 4004 or email us at zcr_claims@uk.zurich.com including the name of the absent employee, date of incapacity and reason for absence.

Once we’ve undertaken the initial employer and employee calls and received the members consent, we can then request medical evidence to support the claim. Waiting for medical practitioners to complete and return reports may take a few months and may take a little longer if the member wants to view the report before it’s released to Zurich.

We will answer general questions about Group Income Protection with a member so they have an understanding of the claim that is being made on their behalf by their employer. We will only share specific details about the cover in place with the policy holder and will always direct the member back to their normal HR contact if they have any specific queries in this respect.

When a decision is made on the claim, this would be communicated to the employer to pass the decision onto their employee. When a claim is accepted, we will provide a copy of the benefit calculation, initial payment to be made and let you know when we next plan to review the claim.

We pay benefit to the policy holder who would process the payment via their normal payroll. Monthly benefit is made in arrears each month and paid via BACS, normally on the 20^th of each month. If the member is a partner, we can arrange for benefit to be paid to them directly.

This can vary as it depends on a member’s illness or injury, treatment and expected recovery time. Once in payment, typically this first review would be within 3 months or possibly longer if we know when treatment is coming to an end. Future review dates of a claim may move to every 6 months or more for longer term claims.

Following the initial employer call, we will provide an update on a regular basis including once we’ve completed the employee call, upon receipt of medical evidence and once a claim decision or ongoing review has been completed. You can also ask for an update on a claim at any time.

You would need to call your dedicated claim case manager to discuss how the return to work can be best supported.

We will let you know when this is approaching and confirm the final amount to be paid so you can liaise with your employee and update them on when their payments will cease.