Received a tracing letter?

Our tracing letters are normally sent by post on Zurich branded paper and include a pre-paid envelope. There’ll be phone number for you to call the best team to help with your query but you can always ring our switchboard on 0800 096 6233 or +44 1793 511 227 (lines are open weekdays from 9am to 5pm excluding bank holidays) and ask to be put through to the team who’ve sent you the letter.

The letter won’t include a lot of detail as we want to verify your identity before providing information about your plan.

Writing to pay additional funds

We also trace customers who have closed their plans or policies but we’ve discovered are owed money.

Writing to you as a potential beneficiary

• If we’re writing to you as a potential beneficiary, we’ll ask you to provide information about our customer and your relationship to them.
• Once we’re able to verify your identity and your relationship we’ll process the claim as normal.
• We usually pay claims by BACS transfer, so we’ll ask for your bank details, we can also pay claims by cheque if this is a concern.
• We would never ask you for any one-time passwords or any other type of password to your bank account.

Using email or social media to contact our customers

Some customers have given us their email address (often because they use our self-service portals) and in these cases we would make contact by email.

Sometimes we’re able to trace an email or social media account but cannot trace an address to send a letter. This is fairly unusual, but when it happens we still want to do everything possible to reunite you with your money. In these situations we’ll ask you to contact our switchboard (so you can independently verify the number) and we’ll send you links to our ‘Lost policies, pensions and investments’ help and support pages to help you understand why we are contacting you. Please be careful when opening links in emails.