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General Insurance complaints

Help and support for Zurich customers

We are committed to providing a high level of customer service. If you don't feel we have delivered this, we would welcome the opportunity to put things right for you.

Who to contact in the first instance

Many concerns can be resolved straight away. Therefore in the first instance, please get in touch with your usual contact at Zurich as they will generally be able to provide you with a prompt response to your satisfaction.

Contact details will be provided on correspondence that we or our representatives have sent you.

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.

Alternatively, you can email or write to our Customer Relations Team.


If your complaint is about a motor claim:

Email: Customerrelations.motor@uk.zurich.com

Post: Zurich Customer Relations, Eagle Building, 215 Bothwell Street, Glasgow, G2 7ED


If your complaint is about a car hire excess claim:

Call: 0800 088 2985

Email: info@haloinsurance.com

Write:

Halo Insurance Services Limited
Park View
82 Oxford Road
Uxbridge
UB8 1UX
United Kingdom

If necessary, Halo will arrange for your complaint to be handled by Zurich Insurance or their representative, however, if this is the case, the below process will still apply.


If your complaint is about a home or travel claim:

Email: Customerrelations.property@uk.zurich.com

Post: Zurich Customer Relations, Shurdington Road, Cheltenham, GL51 4BF

If you are a Portuguese customer who has a Zurich/Easyjet policy, please click here.

If your complaint is about your policy, rather than a claim you've made:

Email: Customerrelations.service@uk.zurich.com

Post: Zurich Customer Relations, Shurdington Road, Cheltenham, GL51 4BF

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)

Email: complaint.info@financial-ombudsman.org.uk

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.

Complaints Data Publication - 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: 1 July - 31 December 2017

Brands/trading names covered: All Zurich and Navigators and General brands of general insurance business

H2 2017 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* 2.54 per 1000 policies in force 2108 2104 47% 50% 67% General Admin/Customer Service
Credit Related** 0.18 per 1000 loans in force 22 19 n/a n/a 63% 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

© Zurich

Zurich Insurance plc, a public limited company incorporated in Ireland. Registration No. 13460.Registered Office: Zurich House, Ballsbridge Park, Dublin 4, Ireland. UK Branch registered in England and Wales Registration No. BR7985. UK Branch Head Office: The Zurich Centre, 3000 Parkway, Whiteley, Fareham, Hampshire PO15 7JZ. Zurich Insurance plc is authorised by Central Bank of Ireland and authorised and subject to limited regulation by the Financial Conduct Authority. Details about the extent of our authorisation by the Financial Conduct Authority are available on request. Our FCA Firm Reference Number is 203093.

Zurich Assurance Ltd, authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England and Wales under company number 02456671. Registered office: The Grange, Bishops Cleeve, Cheltenham, GL52 8XX.