Zurich Municipal Hub

Frequently asked questions

I'm unable to log in to Zurich Municipal Hub (ZM Hub)

My password doesn’t work

All passwords must contain 8 characters, 1 number, 1 special character and 1 upper case letter. The password cannot be the same as your last 8 passwords.

Please use the Forgot Password option on the login screen; or if you continue to have issues please speak to your Super User. Please note that the password (and user id) is case sensitive.

I don’t know what my user name is

The user name is likely to be your organisation email address. Remember that user name is case sensitive. If this does not work or you are unsure, please speak to your organisation’s Super User in the first instance.

I used to be able to login but now I can’t

The user name is likely to be your organisation email address. Remember that user name is case sensitive. If this does not work or you are unsure, please speak to your organisation’s Super User in the first instance. If you have not logged in for 6 months, the user id will be automatically deactivated. Again, your Super User will be able to reactivate your user id.

It looks like the ZM Hub has changed since last time I logged on, what’s new?

How do I get access to the ZM Hub

I don't have an account, but would like one

Please refer to your organisation’s super user in the first instance. If don’t know who your organisation’s Super User is or they are not able to assist you, please contact zmhubsupport@uk.zurich.com.

Removing users from ZM Hub

Someone has left our organisation, and I want to stop their access to ZM Hub

The super user for your organisation will be able to deactivate any of the organisation’s users. Refer to the Super User section below for more details. If you don’t know who your organisation’s Super User is or they are not able to assist you, please contact zmhubsupport@uk.zurich.com.

Super User Functionality

As a Super User, how do I add new users?

In the top right-hand corner of the screen, next to your name is an arrow to trigger a drop-down list. Select ‘Assign Users’. From the Manage Users screen, you can add new users, or activate and deactivate users. (Users that do not log on for 6 months will be automatically set to Inactive. If you wanted to re-activate their id, this is where that could be done.)

What is the Super User functionality?

There is a Super User within each organisation. They can give other users access to the same data as they themselves can view. For example, Joe Bloggs works for Wessex District Council and their ledger is 12T345. His email is joe.bloggs@wessex.co.uk. Joe can give anyone else with the same email suffix access to this ledger, e.g. Jane Doe (jane.doe@wessex.co.uk).

I would like to change the Super User for my organisation

Please contact ZM Hub support zmhubsupport@uk.zurich.com to request a change to the super user for your organisation. Please use this mailbox if you need to deactivate the access for the existing super user.

I am a Super User and I cannot add someone in my organisation

A Super User can add anyone in their organisation that has the same suffix as you. Where organisations have merged and there may be 2 difference suffices for people in the organisation. Please contact ZM Hub support for further advice by emailing zmhubsupport@uk.zurich.com.

Contacts

Who do I contact?

For all other queries use the contact us page.

Other

I haven't received my Daily Digest Email

Check in your individual user settings to ensure that this option is selected, if selected and there is still no email contact ZM Hub support.

How do I convert the Claims Data Download Text (.TXT) file?

To see a step by step guide on how to convert the Claims Data Download please click on the link:

I can't see all of my claims data

ZM Hub shows all Open Claims and claims settled (closed) in the last 5 years. All other claims are removed. 

Feedback

I have an idea for additional information that might be useful. Who do I contact?

This is brilliant. Please raise any ideas for improving how useful the ZM Hub can be through the feedback button on the side of the ZM Hub screen.

Zurich Municipal Hub multi-factor authentication FAQs  

What is multi-factor authentication (MFA)?

MFA is a security method that requires users to provide two or more different types of verification to prove their identity when signing in to an account or system. For example, instead of just entering a password, MFA might require users to also enter a code sent to their phone.

Why are we implementing MFA?

We are introducing MFA to give you an extra layer of protection and make it more difficult for unauthorised users to gain access to your account.

How do I set up MFA for the first time?

Step 1: Log in to your Zurich Account.

Step 2: You will be prompted to enter a one-time passcode (OTP) to set up multi-factor authentication via a code sent to your registered email address. Follow the on-screen instructions to complete the setup.

Step 3: You may also be prompted to enrol for biometrics if you are using a compatible device; this step is optional and you can opt out of doing this.

Step 4: Once set up, you will use this method to authenticate each time you log in.

What are the different MFA options available?

  • Email authentication: A one-time passcode (OTP) sent to your registered email address
  • Biometric authentication: Using facial recognition or fingerprint

Use of biometric authentication is at your discretion with no mandatory requirement from Zurich during your login process.

What are biometrics and where are they used?

Biometrics are unique physical or behavioural traits – like your fingerprint or facial recognition.

Biometrics are typically used on your device as one of the secure factors to confirm your identity when you log in to ZM Hub.

Your biometric data stays on your device. Zurich doesn’t collect or store it.

What should I do if I can't access the ZM Hub?

Please contact our helpdesk:

What if I receive an MFA prompt that I did not initiate?

If you receive a prompt that you did not initiate, it could indicate that someone else is trying to access your account. Do not approve the request and report it to the customer support team.

How often will I need to use MFA?

You will be prompted for MFA each time you log in to your account. You may also be prompted for MFA periodically or when performing certain sensitive actions, such as forgot password.

What should I do if I'm having trouble with MFA?

  • Ensure you have a stable internet connection
  • Double-check that you are entering the correct code or responding to the correct prompt
  • Restart your device and try again

Can I share the code with anyone?

We strongly recommend that you do not share this code you receive with anyone as this will potentially give them access to your account.

How do I know the email or code is genuine?

We only send one-time passcodes (OTPs) and related emails when you ask for them during login. Genuine Zurich multi-factor authentication (MFA) emails always come from no-reply@zurich.com.

To keep you safe, OTP emails will never have a clickable link. If you get an email pretending to be from Zurich with an OTP but it includes a link, don’t trust it. Avoid clicking on the link and treat it as suspicious.

What do I do if I do not receive a code?

If you don’t get a code, check your spam or junk folder first and then wait a few minutes.

If you still haven’t received it, you can request the code again.