“ Offering packages that suit your home insurance needs. „
Whe we bought our first house, Zurich was recommended to us by a financial advisor. We had never before had home insurance and so didn't have anything to compare to.
Zurich seemed sound and sent the relevant documents through the post, it was easy to set up etc. We did not have any problems until, a month before our wedding day, we were burgled. The thieves took everything, including (most upsettingly), our wedding rings and a laptop that contained all of the wedding plans.
I rang Zurich andf the lady I spoke to was fantastic - apart from the shock of the burglarly, there was the matter of replacing the rings before the wedding day. Although the lady had been great, she rang back and said that she had passed my number to another company that Zurich used (an adjuster?) for large claims, assuring me that they would ring me straight away. To cut a long story short, they didn't get in touch with me, I rang, they apologised, they didn't get back to me, I rang, they apologised and then because I'd had to ring so often (due to their not contacting me), they put our claim on a "red light" which meant further delay in the claim. I had explained that the wedding rings had been made and would need time to get them remade, however I was told that I would just have to buy them and claim back. We had spent a lot of money getting the perfect rings, the rest of our money was spent in deposits and we had to get a loan to buy rings again.
I have just switched to Zurich home insurance after being with another provider for a couple of years. For no explicable reason my premiums were going up and I coudl not haggle them back down so I decided to switch.
I used a price comparison website and Zurich popped up, it wasnt the cheapest but when I used a cashback website the cash I was getting back made it the cheapest!
I applied online and filled in all the details requested (scarily some details I always thought insurance companies needed werent on there!) but I could only insure a bike worth up to £500. My other half has a serisous road bike so i phoned up to add this bike to the policy. I was told i had to wait for the policy to commence before i could do this.
So I waited. I phoned up and ended up speaking to an operator in another country who had real difficulties understanding what I wanted. I obvioulsy went 'off script' and if i said an answer that wasnt on his 'script' then he just repeated the question.
I was so frustrated and annoyed, I finally managed to get the bike insured but only after 3 phone calls to call centres in another country and each time having to explain AGAIN what my problem was.
I wish companies would just use call centres in this country as i am CERTAIN this would have been sorted with 1 simple phone call.
Have been with Zurich for my home insurance now for 5 years and have had to make two claims in the last three years. The first was a small claim and was handled with out any problems or fuss.
The second was a large claim and was much harder work to get through. I was passed onto a Loss Adjusting Company (Cunnigham Lindsey) who then sub the work out to a building company (Homeserve) who then sub it to a builder. By thetime communications have gone through all the companies it takes ages to get answers or anything done.
Must saythough if i ever rang Zurich up direct they wouldget straight ontothe problem and get things moving along again.
The Problems all came from teh people in the middle of the chain.
Have to say if i was just dealing withthe builders and Zurich there would have been much less problems and much less waste of money. The middle men were getting paid a large amount for doing virtually nothing in return apart from passing on contacts.
However dispite the fact the Zurich policy is to give the work to the loss adjusting company I can not find fault with Zurich. The way that they delt with me during my long drawn out claim has made me feel sure that i will be staying with them for a long time.
In times when customer srvice is sadly lacking in a lot of large and medium sized companies Zurich lead the way for me.