Zurich Insurance UK Avaliações 

I probably have an AI response saying the right department would get in touch (that's actually the same as my 2 entries), but no one from Zurich has bothered to give a who so far or the decency to email and at least try to resolve an unsettled situation. Imagine the experience of Zurich's complicated claim process and stone-age verification process goes out to what could happen. It's an internal process that involves mishandling of trust and multiple unnecessary verification processes that have been imposed unnecessarily, which created customer dissatisfaction, as Zurich UK do not admit their faults outright.

Probably this is one of Zurich UK's do not know what to do " tactics, but this is so stone age and uncivilised. This tactic is frequently used to avoid situations they do not want to face, knowing they are at fault. The question is Zurich UK's credibility is very questionable.

This is absurd and extremely pathetic; this lets the world know how Zurich UK operates. I shall wait for another 2 days till this Friday to determine the next step forward.

I seriously hope that whoever and whichever department knows what they are really doing.

Absolute shower of an organisation! I have used them for a travel insurance claim, and a relevant life plan. They have layers of incompetence so when you break through one, you just get to the next layer and are faced with the same levels of ineptitude. The speed of communication and process is appalling, as are the wait times on the phone. They miss key emails, don't provide updates, and keep asking for the same information that has already been provided, on 3 separate occasions!

They genuinely don't seem to know what they are doing, lack meaningful internal communication and are so frustrating to deal with. If they are incapable of sorting themselves out, surely it is time for the regulator to step in.

My experience with Zurich Insurance has been frustrating.Issues have not been handled promptly, and I’ve had to chase for resolution multiple times.Matters that should be treated separately are often bundled together, leaving customers without clarity. Overall, communication and timeliness need significant improvement. I will try to avoid this company in future.

You pay for insurance hoping you’ll never need it, expecting that if the worst happens, you’ll have a safety net. When I was diagnosed with cancer in April, Zurich didn't provide a safety net, they provided a masterclass in administrative incompetence, unbelievable delays, and complete indifference.

As a self-employed freelancer, my income instantly dropped to £0 the moment I was diagnosed and began chemotherapy. I had two policies with Zurich, Critical Illness and Loss of Income, specifically to cover my mortgage, food, and basic living expenses.

Instead of supporting me, Zurich put me through months of financial stress while I was fighting for my health.

The Key Failures:

Lazy Medical Admin & Bureaucratic Excuses: It took over three months to get my Critical Illness payout. Zurich initially contacted the wrong GP surgery (despite me providing them all the correct contact info) chased updates only once a week, and at one point gave up calling my doctor altogether because being "8th in the phone queue was too long to wait." While undergoing chemo, I had to personally contact my own GP and collect my own medical files because Zurich couldn’t be bothered to pick up the phone.

Gross Negligence with Documentation: For my Loss of Income claim, Zurich requested details from my accountant in early June. My accountant responded the very next day. Zurich proceeded to ignore the email for an entire month, only contacting me a month later to complain that they "hadn't heard back." When I proved they had received it (since I was CC'd), they admitted the mistake and apologized. But why wait 30 days to even check their inbox?

Defeating the Entire Purpose of Loss of Income: It is now August. My Critical Illness was finally approved late July, but I still have not received a single penny from my Loss of Income policy. What is the point of income protection if it takes almost four months to process a monthly living wage?

Empty Promises & Uninterested Customer Service: Every time I call for an update, I am met with defensive staff who feed me lines like "you'll hear by next week" or "you'll get an answer this Friday." Friday comes and goes, and nothing happens. Staff are also reluctant to chase for an update from the claims team if you call too frequently.

A Complaints Process Designed to Ignore You: The complaints handling has been a complete farce. On the rare occasions they replied, it was a dismissive email stating "as we said on the phone..." repeating whatever basic details they'd already told me. Any time I emailed to follow up, I received total radio silence. I was told an "independent complaints department" would be reviewing my case, but that empty promise has resulted in absolutely nothing.

Final Verdict
Battling cancer and enduring chemotherapy is physically and emotionally exhausting. Being forced to manage your insurer’s basic paperwork just to avoid financial ruin makes a horrific situation infinitely worse.

Zurich added immense financial stress to my life when I was at my most vulnerable. If you are a freelancer or self-employed worker relying on insurance to protect your livelihood: look elsewhere. Zurich will leave you stranded when you need them most.

customer service absolutely appalling, told by joanne to stop talking . i’ve never been spoken to by such a rude agressive person in all my life ! horrific mannerism and if i spoke to my patients like that i’d be dismissed immediately- avoid completely

Happy with service provided

Stay well clear. Me and my wife took out the life insurance and both me and my wife got requested by Zurich that we need to hand over our medical records, myself did not feel comfortable doing so, so I rejected this.

Zurich should of cancelled the policy then but they did not! They took out monthly payments for 6 month saying I was still 'covered', which is complete utter lie because if something was to happen to myself they would of voided the insurance due to rejection of my medical records (states in the contract that rejection of medical reports will effect your premium).

After 6 months it took further month to cancel the policy (again I did not even have a policy as I denied their request to my doctors) which was sent down absolute loop hole of people.

Finally submitted a complaint as to why all these payments had been taken when I denied the medical report on November which should of seen my policy cancel then but they did not actually cancel the insurance until May, 6 months AFTER! I should be reimbursed all the months after this as I voided my insurance it should of been cancelled within 30 days of November. Straight denied. Pathetic leeches of a company. I have all the emails dating back all way to now.

Confidential Claim Ref: 20-50-882728
I have had my property damaged. The case handler does not respond to my emails I sent 10 or over every day. Plus phone calls getting passed around. Somebody will always call

Still waiting now and I give her till her deadline which was 5 pm the other day so now I had no other choice but to take it to court and more cost to myself



Had the unfortunate experience of using this company for holiday insurance for a sick child on holiday requiring trips to hospital, pharmacy and medical care.

Firstly they asked me for countless documentation when I was home which I gave, only to tell me weeks later that I have to upload it again with even more information to lodge a claim.

Back and forth for 3 months only to receive a 3rd of what was spent and claimed back with receipts.

Had taxi receipts to and from hospital which they basically ignored and did not pay.

Will never use them again.

Title:
Shocking Delays & Deliberate Obstruction – Avoid InsureandGo / Zurich Insurance!
​Review:
I am writing this review to express my absolute frustration and disappointment with InsureandGo (underwritten by Zurich Insurance) regarding my claims (Policy: IGA463053177 / Claim Ref: ZUR5/190953 & ZUR5/192651).
​The incident occurred almost TWO MONTHS ago on 8 June 2026 during a cruise excursion. I submitted my initial medical claim on 11 June, complete with all ironclad evidence (cruise doctor’s referral letter, official medical receipt for €352.48, and X-ray findings). Since then, I have sent well over 10 emails pleading for updates, only to be met with complete silence, automated generic template replies, and severe administrative delays.
​Even worse, for a separate simple €40 personal cash theft claim in Rome (which happened during the cruise), where I already provided the official Italian police report, taxi driver’s license plate, and exact locations, they are now demanding irrelevant documents such as "original flight and hotel booking invoices"! Why on earth would flight and hotel invoices be required for a cash theft that happened during a cruise excursion with a local taxi? This is a transparent delay tactic designed to wear out policyholders so they give up.
​It has been nearly two months, and despite submitting a Formal Stage 1 Complaint on 6 July 2026, my money has still not been reimbursed, and no human handler seems to care.

If you are looking for a real challenge in life, have way too much free time on your hands, and enjoy spending nearly two months writing over 15 ignored follow-up emails—only to end up having to escalate the matter to the Financial Ombudsman Service—then by all means, buy your insurance from InsureandGo and Zurich Insurance.

They said they were working to a 27 working day turnround on a pension claim having received all the docs. We complained, and after 27 working days they wrote to say they had not had the time to investigate....and that this would be done in the next 20 working days!!!!!
For years they were brilliant, but that's history now.

Fantastisk service today from Josh at your Swindon Office, he traced an old Allied Dunbar pension I had without a policy number and very few details. He was so professional, friendly and helpful and phoned back as promised within half an hour. Very impressed!

Never ever trust zurich what bunch of crooks denied my.claim with all my.proof complete fraudsters avoid avoid avoid

Fraudulently decline claims on behalf of local councils.

Filed a claim against the council because of a pothole, provided evidence and also requested a sars request from the council, not all information was provided by both parties and they’ve declined the claim. Will be seeking legal action.

No pressure sales, very knowledgeable and helpful.

I'm extremely disappointed wuth how my theft insurance claim has been handled. I am now on week 19 of the claim with no decision and no escalations have been made after I made customer service aware. I even wemt through my final year university exams without a response even thought they were aware the stolen gadgets were crucial for my uni work and have yet to be replaced.
Even after providing seceral documentation the burden of proof has been placed on me instead of a genuine effort from the co to solve it efficiently.
I would NOT recommend them.

Unfortunately, Zurich insurance getting claim management companies like Gallagher Basset are responsible for their poor performance hence 1 star only. The delays with travel insurance claim is absolutely not necessary. They are dragging it for months: asking for the same information that was submitted or asking random questions. Like please provide this information, then they wait 3-4 weeks then asking for something else, then wait again then asking for something else. All the questions could’ve been asked in one email but no they decide to do it separately. The experience is beyond the joke!

DO NOT USE THIS COMPANY!
Not helpful at all, they tell you 2 weeks for a reply and 4 weeks later i've had nothing, chased so many times and you just get pushed to one side.

Insurance companies need to start looking after customers instead of pushing them into the dirt.

Terrible!
I added on the insurance for a stay for a weekend in Manchester.
I was covering I needed to cancel the room
Due to my health and having 2 fit notes as I had shingles which is highly contagious I couldn't stay.
They are saying that the room is now non refundable but yet I paid the insurance to cover if I had to cancel.
Can this be looked in to? My health can't be helped these things happen and I think I'm entitled to a refund if I have a fit note to state I can't be around anybody!!

I am extremely disappointed with the service I’ve received.

My car rolled into my garage door over six weeks ago, and despite making numerous phone calls, the damage still hasn’t been repaired.

The company assigned by Zurich has been completely unresponsive. I asked the initial claims team several times for someone to contact me because this had become a security issue, as the garage door would no longer close properly. Despite these requests, I received no phone call and no updates.

The situation became even more serious when the wind caught the faulty garage door, forcing it open and causing it to strike my three-year-old grandson. He had to be taken to hospital. Thankfully, he is okay, but this should never have happened.

Even after such a serious incident, the issue remains unresolved, and I still haven’t received a call to discuss the repair or the delays.

I understand that claims can take time, but a complete lack of communication, particularly when there are clear safety concerns, is unacceptable. I expected far better from a company representing Zurich.