Making a complaint | Support | Personal | Zurich Insurance

Making a complaint

We are committed to providing you with a high level of customer service. If you believe we’ve not delivered this, we would welcome the opportunity to put this right for you. The first step is to let us know your concerns either by telephoning us, or writing to us explaining your concerns using the contact details below. We'll be able to deal with your query quicker if you quote your plan number.

If you started a Zurich Assurance or Eagle Star plan before 31 December 2004, please:

Write to us

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Zurich Assurance Ltd

Customer Resolutions Team
The Grange
Bishops Cleeve
Cheltenham
GL52 8RD


Call us

0370 514 3624

Our lines are open Monday to Friday 8.00am - 6.30pm and on Saturday 9:30am - 12:30pm, excluding bank holidays.


Or email us

email icon newcomplaints@uk.zurich.com

If you took out an Allied Dunbar plan before 31 December 2004, or started a Zurich Assurance plan after 1 January 2005, please:

Write to us

notes icon

Zurich Assurance Ltd

Customer Resolutions Team
Tricentre One
New Bridge Square
Swindon
SN1 1HN


Call us

01793 514514 - from the UK

+44 1793 514514 - from overseas

Our lines are open Monday to Friday 8.00am - 6.30pm and on Saturday 9:30am - 12:30pm, excluding bank holidays.


Or email us

email icon newcomplaints@uk.zurich.com

What you can expect from us

Many concerns can be resolved straight away by providing you with an immediate explanation to answer them. If we are unable to resolve your concerns straight away, we will write to you promptly to let you know we have received your complaint and how we intend to deal with it.

If you raise your concerns by phone, the initial letter you receive will confirm our understanding of your complaint, so that you have a chance to tell us if we have misunderstood anything.

Resolving your complaint

If we are unable to provide an immediate explanation, we will look into your concerns contacting you if we need any further information.

Our regulator, the Financial Conduct Authority, expects complaints to be investigated and resolved within eight weeks, although we will aim to do this as quickly as possible. In the unlikely event that your complaint will take longer than eight weeks to resolve, we will write to you at that time to explain why and to confirm whether, and how, you can refer your complaint to the Financial Ombudsman Service if you are unhappy with the delay.

Once we have completed our investigation, we will write to you to let you know:

  • the outcome of our investigation

  • where relevant, any offer of compensation the Company is prepared to make

  • if applicable, details of how you can refer your complaint to the Financial Ombudsman Service if you remain dissatisfied with our decision, and how long you have to refer your complaint.

 


If you are not happy with the outcome

If you still feel unhappy with the outcome of our investigation, you may be able to ask the Financial Ombudsman Service to review your case. This is a free and impartial service.

(Please note there is a maximum financial award the Financial Ombudsman Service can offer you for a complaint following an investigation. This is currently £150,000.)

The contact details for the Financial Ombudsman Service are:

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: www.financial-ombudsman.org.uk

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.

European Online Dispute Resolution platform

Complaints data publication

We are committed to provide you with information relating to the volume of complaints received and the time taken to resolve these.

Firm name: Zurich Assurance

Other firms included in this report: Zurich Advice Network, Zurich Independent Wealth Management

Period covered in this report: 1 July 2016 to 31 December 2016

Brands/trading names covered: Zurich Assurance, Sterling Assurance, Eagle Star, Allied Dunbar

Product/service grouping Number of complaints opened by volume of business Number of complaints opened Number of complaints closed Complaints closed within 3 days (%) Complaints closed
after 3 days but within 8 weeks (%)
Complaints upheld (%) Main cause of complaints opened
Home Finance   n/a 8 9 0.00% 88.9% 22.2% Advising, Selling and arranging 
Insurance and Pure Protection 0.80 per 1000 policies in force 1689 1760 24.0% 74.4% 46.9% General Admin/Customer Service 
Decumulation and pensions 1.80 per 1000 policies in force  1736 1796 22.0% 75.9% 53.6% General Admin/Customer Service 
Investments 6.02 per 1000 policies in force 1037 1086 25.3% 73.8% 45.5% General Admin/Customer Service 


Of the 4470 complaints which were opened during the period, 3874 were 'service related'. These represented approximately 0.28% of the 234,021 telephone calls, emails and written correspondence, which on average, is handled each month by Zurich Life UK.

Although the Zurich Advice Network ceased trading on 31st May 2005, we continue to investigate any occasions where you (or your representative) indicate that the advice you received, from a network member, may not have been appropriate. Of these, 97.1% were resolved within eight weeks.