General insurance complaints
How to make a general insurance complaint
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.
In the first instance, please get in touch with your usual contact at Zurich or your broker or insurance intermediary 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, for example, on your welcome or renewal communication or on claim acknowledgement letters.
If you’d like to speak to us but need help finding the right number please visit our Contact us page. Please have your claim or policy number to hand if possible.
Alternatively, you can contact us for any policy related issues through the following methods below:
General insurance complaints form
Complete our general insurance complaints form, please have the following details at hand:
- Your personal details
- Your policy/claim number
- Details of your complaint
- How you want us to put things right for you
- Details of any additional support you want us to provide
General insurance complaints contact details
Policy complaints
Postal address
Zurich Customer Care Team
3000B Parkway
Whiteley
Fareham
PO15 7JZ
Motor claims complaints
Postal address
Zurich Customer Care Team
St Vincent Plaza
7th Floor
319 St Vincent Street
Glasgow
G2 5LP
Home or travel claims complaints
Postal address
Zurich Customer Care Team
3000B Parkway
Whiteley
Fareham
PO15 7JZ
Financial Ombudsman Service
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 can be found on their website www.financial-ombudsman.org.uk. You can also contact them as follows:
Postal address
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
- 08000 234567 (free on mobile phone and landlines)
Complaints data publication
Summary information about complaints received and resolved by Zurich
Firm name: Zurich Insurance Company UK
Group (if applicable): Zurich Insurance Group Limited
Other firms covered in this report (if any): N/A
Period covered in this report: 01 July 2024 - 31 December 2024
Brands/trading names covered: All Zurich brands of general insurance business
| Insurance & Pure Protection* | Credit Related** | |
|---|---|---|
| Number of complaints opened by volume of business at reporting period end date | 1.13 per 1000 policies in force | n/a |
| Number of complaints opened | 3112 | n/a |
| Number of complaints closed | 2785 | n/a |
| Percentage closed within 3 days | 16% | n/a |
| Percentage closed after 3 days but within 8 weeks | 79% | n/a |
| Percentage upheld | 63% | n/a |
| Main cause of complaints opened | General Admin/Customer Service | n/a |
* Pure Protection complaints are not included in these figures as Zurich Insurance Company Ltd does not provide this product
** Complaints relating to credit agreements entered into for payment of insurance products