Pensions and investment customers - FAQs

We are here to help you

We know this is a difficult and unsettling time for our customers and we are closely monitoring the impact of the Coronavirus 2019-nCOV outbreak. We are also experiencing a high level of calls into our contact centres and it may take longer than usual to speak to us. In the meantime, we’ve created some online support and answers to frequently asked questions which may help.

Please note: As of 1st May 2020 a section of Zurich’s Savings and Investments business has been sold to Embark. For more information about what this means for you, please click here.


Is Zurich still ‘open for business’ and facilitating customers’ insurance and investments?

Yes. Thanks to a massive team effort by teams across Zurich’s business in the UK, we have been able to stay very much open for business as the pandemic has hit the UK. With our business continuity plans now fully activated, most of our staff are working seamlessly from home using the right technology, and continuing to ably perform their various roles for the ultimate benefit of the people whose insurance and investments are entrusted to Zurich.

Our technical and operational colleagues have pulled out all the stops in successfully testing key essential services. From our claims and underwriting systems, to our operational support services, we are confident that we have the right arrangements in place for the foreseeable future, uncertain as we currently all are regarding how long this difficult period will last.

I am concerned about the impact of coronavirus on my plan value/investments – what can/should I do?

We offer a range of funds with different investment objectives and investment risks – for more information about the funds available to you, how to manage your account or how to get in contact with us, you can select the relevant product below.

There is no charge if you want to change the funds you are invested in.

If you are unsure about whether the funds you are currently invested in are right for your circumstances, you should consider speaking with your adviser. If you don’t have a financial adviser you can find out more about getting advice here.

Which funds are going to be safest in this crisis?

If you are unsure about whether the funds you are currently invested in are right for your circumstances, you should consider speaking with your adviser. If you do not have an adviser, you can find one at unbiased.co.uk and you can read reviews at vouchedfor.co.uk. You may need to pay for any advice you receive.

What can I do to protect/safeguard my pension/funds/investments from this?

Unfortunately we are unable to provide you with any financial advice. Please speak to your financial adviser. If you don’t have a financial adviser you can find out more about getting advice here.

We are also here to help. We can’t give you advice but we can provide you with information to help you decide what to do.

Does the FSCS cover this crisis?

The Financial Services Compensation Scheme (FSCS) is the UK's compensation “safety net” for customers of regulated financial businesses. They pay compensation if a firm is unable, or likely to be unable, to pay claims against it. This is usually because it has stopped trading or has been declared in default. The FSCS website has more information about their role.
Zurich is not responsible for the content on external websites.

Can I request a one-off withdrawal or set up a regular withdrawal?

Yes, depending on the type of plan you have with us. Please click on your respective product towards the beginning of the page to find our contact information and we can discuss your individual needs.

We will look to minimise the amount of post required and will discuss suitable digital solutions with you and how best to provide us with the relevant information.

Can my investments be adjusted or moved into different investment areas?

Yes, depending on the type of plan you have with us. With or without an adviser, you can continue to make changes to your investments. We will look to minimise the amount of post required and will discuss suitable digital solutions with you and how best to provide us with the relevant information.

Please click on your respective product towards the beginning of the page to find our contact information and we can discuss your individual needs. It is important to note that Zurich staff are not authorised to provide financial advice. If you have concerns about your investments, you should seek professional financial advice.

It is important to remember that Zurich staff are not authorised to provide financial advice. If you have concerns about your investments, you should seek professional financial advice.

What do I do if I don’t have an adviser?

During this difficult time, we are here to support all those who have entrusted their insurance and investments to Zurich, including those like you who have previously received professional advice.

You may understandably be anxious or concerned about your investments during the pandemic, and it is our role and duty to help you. First and foremost, we would recommend you renew contact with the adviser firm which has assisted you in the past, or indeed any regulated financial adviser, as you may wish to discuss the options available to you with the help of a professional adviser registered with and approved by the Financial Conduct Authority.

Who can I speak to about helping me with my investments or pension?

If you don't currently have a financial adviser, you can find one near you by visiting www.unbiased.co.uk and you can read reviews of financial advisers by visiting www.vouchedfor.co.uk. If you are aged 50 or over and you wish help with your pension, you can visit the Pension Wise website www.pensionwise.gov.uk

Zurich is not responsible for the content on external websites.

You can call us for general information about your insurance or investments and we’ll do our best to help you. It is important to remember that Zurich staff are not authorised to provide financial advice. If you have concerns about your investments, you should seek professional financial advice.

What are you doing regarding the potential for fraud?

All our existing anti-fraud measures remain in place and all of us at Zurich continue to follow specific protocols to securely access our systems. It is important that we all (our staff, advisers and investors) remain ultra-vigilant and aware of any threat from ‘phishing’ emails and other scams. Sad to say, the financial services sector is witnessing an increasing amount of attempted fraud via emails, texts and phone calls during the pandemic. If in doubt, don’t click any links in emails, delete suspicious texts, hang up and block unwanted phone calls – and most importantly, assume that any offer that is “too good to be true” is most likely to be a fake or criminal fraud. You can find more useful information and tips to stay vigilant on our Coronavirus scams page.