General insurance complaints
Who to contact in the first instance
Many concerns can be resolved straight away. Therefore first of all, please get in touch with your usual contact at Zurich by phone, letter or email as they will generally be best placed to help resolve matters for you. Contact details will be provided on correspondence we or our representatives have provided.
Or you can call 0800 096 6233 between 8.30am and 6pm Monday to Friday if you need help finding the right phone number. Please have your claim or policy number to hand if possible.
You can also email or write to us about your complaint if you prefer.
Many complaints can be resolved within a few days of receipt
If we can resolve your complaint to your satisfaction within the first few days of receipt, we will do so. Otherwise, we will keep you updated with progress and will provide you with our decision as quickly as possible.
Next steps if you are still unhappy
If you are not happy with the outcome of your complaint, you may be able to ask the Financial Ombudsman Service to review your case.
We will let you know if we believe the ombudsman service can consider your complaint when we provide you with our decision. The service they provide is free and impartial, but you would need to contact them within 6 months of the date of our decision.
More information about the ombudsman and the type of complaints they can review is available via their website www.financial-ombudsman.org.uk.
You can also contact them as follows:
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 08000 234 567 (free on mobile phones and landlines)
If the Financial Ombudsman Service is unable to consider your complaint, you may wish to obtain advice from the Citizens Advice Bureau or seek legal advice.
You can also use the online European Online Dispute Resolution platform to provide details of your complaint, which will then be forwarded to the Financial Ombudsman Service. Please click here to access the platform.
Summary information about complaints received and resolved by Zurich
Firm name: Zurich Insurance plc
Group: (if applicable): Zurich Insurance Group Limited
Other firms covered in this report (if any): N/A
Period covered in this report: 01 January - 30 June 2019
Brands/trading names covered: All Zurich and Navigators and General brands of general insurance business
|H1 2019||Number of complaints opened by volume of business at reporting period end date||Number of complaints opened||Number of complaints closed||Percentage closed within 3 days||Percentage closed after 3 days but within 8 weeks||Percentage upheld||Main cause of complaints opened|
|Insurance & Pure Protection*||2.62 per 1000 policies in force||2338||2344||38%||57%||76%||General Admin/Customer Service|
|Credit Related**||0.27 per 1000 loans in force||22||22||n/a||n/a||82%||n/a|
* Pure Protection complaints are not included in these figures as Zurich Insurance Plc does not provide this product
** Complaints relating to credit agreements entered into for payment of insurance products