Had builder's risk insurance with Zurich during hurricane Katrina. After the hurricane hit and our neighborhood began to flood, our three story dwelling was used as shelter for several storm survivors. Even though the entire first floor was damaged, they refused to pay for some damages saying that it was vandalism. WTF. Rescuers broke an already broken window and the company refused to pay damages. The evacuees nailed a help sign on the already destroyed roof and the company refused to pay damages. Plus they refused to pay for water damage by saying that the water damage was caused by leaking from the help sign. Never mind that there was a hugh hole in the roof from wind damage. They undervalued all damages. There was wind damage to our chimney and they paid to replace a few bricks and totally ignored the structural damage to the chimney that would have to be resolved before cosmetically repairing a few bricks. On the other hand, USAA, with which we had renter's and car insurance was excellent!!!!
Very poor in my opinion.
I had to make a relatively small, house insurance claim after 4 years with this company. Initially they were ok but soon I found I had to chase up most of the claim process information up for myself and ended up demanding a cash settlement as their recommended builders were next to useless. They either submitted incomplete or no reports at all, meaning the claim has dragged out for well over 7 months, just for a floor replacement which could have been sorted within 3 at the maximum.
Most of the time the customer service representatives were either willfully dishonest, or just had no clue what they were doing and saying. Got many conflicting versions of what was happening and often their systems were not updated with current information which added to the time taken to sort this out. I am currently still waiting for my settlement cheque which I was promised would be sent out over a week ago.
My advice is, if you want a reliable, professional home insurance service, please look elsewhere - Zurich are not the company you are looking for.
THE WORST! I was hit by one of their insured and although they admitted fault at the scene they gave a false statement to the insurance company. Fortunately for me, the claim made no sense and was not physically possible with the resulting damage. I thought for sure there was no problem.
After not receiving any communication from Zurich I called them. When I reached them I was informed that the claim was denied because they believed their driver! How was this possible when even a cursory investigation would clearly show that it was impossible? Well someone wasn't doing their job (or so I thought). So, I spent an entire day doing it for them. I made diagrams to scale with supporting photographs and images showing conclusively that it could not have happened any other way than what I said. Even my insurance companies adjusters agreed that they were 100% at fault.
When I presented it to them, the response I got was shocking! They ignored all the evidence and stated that they still believe their driver and that the claim was denied again. When I pressed him to explain how it was even theoretically possible he hung up on me for the second time!
I am now preparing to battle these scum bags with every resource at my disposal.
DO NOT TRUST THESE GUYS! The unscrupulous agent I had the misfortune to deal with is Todd Kinstler. Avoid at all costs!
Customer Care Award - Pah - it's non-existant! It would seem that Zurich still haven't done anything about improving the training of their call handlers. I was recently hit by a Zurich-insured driver and although the initial response was good it has rapidly gone downhill. Miscommunication & failure to disclose essential information has left me without a courtesy car whilst mine is being repaired. I have spent a good deal of money, (0870 numbers) and about 6 hours of my time doing their job for them today. There are no UK telephone numbers or e-mail addresses available, it all goes through their Third Party Care Team in India. I was told by a UK switchboard operator that there is NO-ONE in the UK to whom I could address a complaint! Where/why are they all hiding? Fulsome apologies and promises from the call centre supervisor that the handlers would be briefed so that this didn't happen again. Hmm - I wonder how many of you have heard that one? Still they have made money out of me using the 0870 no's and saved a packet by not providing me with a hire car so the 'Gnomes' should be pleased. I have cardiac problems & am a Blue Badge holder so my car is my lifeline especially in a hilly city with terrible public transport. I'm awaiting a response to a formal complaint but I won't hold my breath. My advice - if they can treat an innocent third party like this what hope have the premium payers got - go elswhere!
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.
After 7 years of custom, I have just had to make my first ever motor claim. Considering my 8 years in customer service management, I could not believe I had been so wrong about this firm over the last few years!
Nearly a month after my partner had an accident, I only yesterday managed to get hold of the engineer who has recently undervalued (of course) my old car. He would not discuss the valuation with me on the phone and asked me to send the considerable evidence I had gathered through the post - refused to look at the websites with me or to let me e-mail him for efficiency. I had to queue for over 1 hour just to get someone in the claims department to answer the phone!
I have raised a complaint since because I have been fed all sorts of false information by the call centre representatives when looking to amend the policy to cover my new car - including false information about (of all things) a cooling-off period! I have now spoken to the most senior manager I am allowed to speak to on the phone, whose response is that altough she will give feedback to the employees concerned, I basically just have to live with it! What she said is that I could always have checked what the representatives said to me by looking on the website or in the small print in the original policy booklet!! I do not believe that this it is ethical for any company to expect it's customers to double-check what their representatives tell you - that is mis-selling and I am currently drafting a letter to the Director's office and the Insurance Ombudsman to take this further. I just wish I had seen the many online reviews about Zurich's terrible service before committing myself to them! If you don't believe me then please search for Zurich reviews on your search engine.
Do not be fooled by their competitive premiums and initially friendly staff as I was. I too was very happy with the company until I needed to make a claim. Well, I guess you get what you pay for! Low premiums SHOULD NOT mean such terrible service.
How surprised i was when i bought my wife a little fiesta to take the kids to school and as
she had never insured her own car I expected the worse . I called my local broker and they found me a brilliant deal with zurich insurance , because I myself had earned maximum no
claims bonus they have kindly agreed as an introductary offer to let my wife have the
same amount of no claims bonus . The guy at the brokers used the word "mirror" the no
claims bonus . Well i say have a look in the mirror direct line , i saved £300 . I am sure
others will do too .
Zurich thinks it has an Award-Winning Claims Service.......well here's one customer who would love to experience it. ! What he got was slow, uncommunicative, misleading, incompetent handling of a very simple claim.
It was a full month before he had any communication from the company; by then they could not tell him where his car was; he had no chance to recover personal effects; no courtesy car was provided; no apology was forthcoming........excuse they had been busy.........aren't they paid to sort out their own problems ? Why should the customer have to suffer ? They don't even acknowledge legal documents when asked to do exactly that !
So anyway as things enter the second month still nothing settled...........this firm is out to lunch........looks like the best insurers are the cheapest with proper systems........Zurich likes to sell itself as "Swiss" but really just seems to be chaotic and using overworked cheap labour............Insurance is such an easy business why can't they get it right ?