General Insurance Complaints | Contact Us | About us | Zurich Insurance

General Insurance complaints

Help and support for Zurich customers

We are committed to providing a high level of customer service and 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; please get in touch with us as we may be able to provide you with an immediate response to your satisfaction.

Contact details are provided within your policy or claim documents:

  • On your welcome or renewal pack

  • In ‘Our Complaint Procedure’ and ‘Making a Claim’ sections of your Summary of Cover and policy book

  • On claim acknowledgement letters

Alternatively, you can contact the relevant Customer Relations Team as follows:


Motor Claims

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

Email: Customerrelations.motor@uk.zurich.com


Property Claims

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

Email: Customerrelations.property@uk.zurich.com


Customer Service and Other Enquiries

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

Email: Customerrelations.service@uk.zurich.com

Most complaints can be resolved within 3 business days*

If we can resolve your complaint to your satisfaction within 3 business days we will do so and will write to you to confirm this. (A business day is defined as Monday to Friday, but excluding bank holidays.)


Complaints that take longer than 3 business days to resolve

If we have not been able to resolve your complaint to your satisfaction within 3 business days, we will keep you updated with progress and will provide you with our decision as quickly as possible. This will be in the form of a final decision letter from our Customer Relations Team.


Next steps if you are still unhappy

If you are not happy with the outcome of your complaint, you can ask the Financial Ombudsman Service to review your case**. You’ll need to contact them within 6 months of the date of our final decision letter. You can also ask the ombudsman to review your case if we have not provided you with a final decision within 8 weeks of receiving your complaint.


The service they provide is free and impartial and they can be contacted as follows:


Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567 - Calls to this number are now free on mobile phones and landlines.

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

Website: http://www.financial-ombudsman.org.uk


*A business day is defined as Monday to Friday, but excluding bank holidays.


**The ombudsman can help with most complaints if you are:

  • A consumer

  • A business employing fewer than 10 persons that has an annual turnover or balance sheet that doesn’t exceed €2 million

  • A charity with an annual income of less than £1 million

  • A trustee of a trust with a net asset value of less than £1 million

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

We're committed to providing you with information about the complaints we receive.

The following information covers complaints for Zurich Insurance Plc (UK Branch), which includes all Zurich, Navigators and General and Eagle Star brands of general insurance businesses, between 1 January and 30 June 2016.

H1 2016
Number of
complaints opened


Number of
complaints closed
Complaints closed
within 8 week %
Complaints
upheld by firm %

GI & Pure Protection*


1599

1566 95% 58%


  Debt Collecting**

18  18 Not applicable
39%

* 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

81% of the 1,599 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 during the 6 month period was approximately 1 complaint for every 450 in force policies.