Zurich Insurance UK Avaliações 

It didn't start well, which is why it's only 4 stars! Having initially started talking to Libby, I was put on hold and then the call rang through to another operator, Hannah. Although I had to run through my query again, Hannah was excellent all through the call and provided answers to my questions.

Worst Insurance Company on the go a absolute shower of time wasters dont waste your money

Ayrton was helpful thorough and patient - very helpful and good experience dealing with Zurich

Complete scam — A avoided claim through a bureaucratic loophole.

Rating: 1/5 Stars

​I bought travel insurance with CBP-Zurich thinking I was protected, but they are just looking for any excuse to pocket your premium and deny your claim.
​My luggage was damaged, and when I filed a claim with CBP-Zurich, they flat-out denied it. Their reason? I didn't file a report with the airline first. The catch is, they never told me this was a requirement until after the airline’s statute of limitations to file a report had already run out.

​What is the point of paying for independent travel insurance if they completely refuse to reimburse you and rely on bureaucratic traps to avoid paying out? Their customer service is zero help and intentionally runs out the clock on you.

Absolute scam. Avoid CBP-Zurich at all costs!!

Took out Travel Insurance in complete good faith, I had to cancel my holiday as I was diagnosed with a serious illness, I had to cancel my holiday, Zurich refused to pay out even though it was clearly covered.

I have a Zurich Policy through my work scheme and they have been very with medical underwriting. Took them nearly a year to start the process and then the process is so slow where they delay over simple things, ignore you for month's at a time and play for time. Update: since resolved but needed a lot of contacting to get things sorted unfortunately.

I purchased travel insurance through GreatCover in good faith, with Zurich as the insurer and Gallagher Bassett appointed to handle the claim. Based on my experience, this has been one of the worst customer service and claims experiences I have ever had.
My claim has been ongoing since March 2026 and still has not been properly resolved. I have provided documents, written explanations, supporting evidence and repeated clarification, yet I have been asked the same questions again and again. Instead of a fair and efficient claims process, I have faced delay, confusion, poor communication and what feels like a complete lack of accountability.
Gallagher Bassett’s handling of the claim has been appalling. They made incorrect assumptions, requested information that had already been supplied, asked for irrelevant documents, closed and reopened the claim, and dragged the process out for months. I have had to repeatedly chase, correct mistakes and explain the same facts.
Zurich later acknowledged concerns about the way the claim had been handled and offered compensation for poor service, yet the actual claim still continued to drag on. That says everything. Even after poor handling was acknowledged, the situation was still not properly resolved.
GreatCover sold me the policy, Zurich underwrites it, and Gallagher Bassett administers the claim — but as the customer, I have been left stuck in the middle while all three have failed to provide the service I paid for.
Travel insurance is supposed to provide peace of mind. My experience has been the complete opposite: months of stress, wasted time, repeated questioning, poor communication and no proper resolution.
Based on my personal experience, I would strongly warn others to think very carefully before buying any policy connected with GreatCover, Zurich or Gallagher Bassett. I regret purchasing this policy and would not trust this claims process.

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I have already provided the requested claim details privately and have also contacted Zurich directly.

However, this matter has already been reviewed by Zurich under complaint reference 00243812. Zurich acknowledged that the claim had not been handled correctly and awarded compensation for the poor service, yet the underlying claim still remains unresolved.

I have therefore now referred the matter to the Financial Ombudsman Service.

I hope Zurich will now carry out a proper senior review of the complete claim history rather than asking me to repeat information that has already been provided on numerous occasions.

I will update this review if and when the claim is resolved fairly.

I have been shunted from one email address to another. I am so disappointed its just not funny. Incident happened 3 May it is now 19 June and I'm still being shunted around, whilst the other party is getting seriously aggressive

Would be 0 stars if I could. We applied for life insurance first week of March, we are now in June and still nothing. They have requested my partner's doctors notes, but aren't communicating with the surgery. I'm having to ring both of them, and they are both blaming the other.
Given up and looking elsewhere. Very disappointing customer service!

My holiday insurance was taken out with Zurich insurance without knowing it was moved to Gallagher Bassett Travel A&H. I started my claim in January. I have had no money back. My holiday was cancelled 6 months ago! I'm still waiting for my claim to be resolved. I. Very upset at being fobbed off all the time I try and ring for help.

Terrible customer service, what feels like delay tactics so I'll drop the claim under travel insurance. Claim submitted 2 months ago, they take ages to reply to emails asking for information already provided and most recent one is asking for information about my cruise when I was on a ski holiday,making me suspect that their information governance and data control is poor and another individual may now be privy to my medical reports. Despite a claim reference there seems to be no ability for those dealing with it to actually look at the records, follow any kind of trail, let alone structure a sentence that makes any sense, or with any kind of grammar. Given this is through Gallagher Basset they'll get the same review.

Yet another reply that says nothing. The time taken for your department to fend off distressed clients should be better spent actually providing the real answers.
Zurich are holding some £80,000, this in not in doubt.
My family requested release of the sum in March. MARCH!
Yet the best you offer is '"you are looking into it"
to remind you of the time-line and of your continued waffle.
25/02/26 acknowledgement from Sterling of death
26/02 replied with copy of will and information as requested
05/03 email requesting our details again
05/03 re sent such details
13/03 received furer letter re policy value, being the probate value. also re requested again ID which had been sent on 05/03
01/04 spoke with your Josh Fletcher, now informed requirement to complete IHT423, and would take his department 9 days to complete
02/04 send IHT423 requesting Stirling pay the IHT.
SEVERAL NON-PRODUCTIVE CALLS LATER.
24/04 received letter Sterling/Zurich refuse to pay IHT
24/04 call helpline am now informed that probate is not required in order to release funds in contradiction to previous information .
24/04 claim forms and ID sent via email
01/05 receive email refusing to accept ID forms
06/05 send via post further ID
07/05 Receipt is confirmed
18/05 called helpline lasting 35 minutes.no information forthcoming.dismissed, delayed and waffle of excuses.
28/05 16 days from receipt of ID forms.
So, what is it that you are actually looking into. Hs Zurich not got the funds to repay us, is zurich simply a gigantic Ponzi scheme?
Just pay us, This Monday would be promising, and if you are unable to do this tell us why, not "we are concerned nonsense, or we are looking into it FOB."

I am disgusted with this company given the circumstances. I sent the below yesterday as well as a a phone call where the lady told me she would raise a complaint but they may not call me back. Email read yesterday and still nothing.
Dear Sir/Madam,

I am writing to raise a formal complaint regarding the handling of my late father’s Adaptable Life Plan claim.

My father passed away on 3 May 2026. I notified Zurich of his death on 5 May 2026 and requested that the policy claim process be commenced.

Having chased this matter today, I have now been advised that due to internal restructuring within your business, I will not receive further correspondence until 25 working days from 5 May.

I find this wholly unacceptable. Internal restructuring is not the responsibility of bereaved customers and should not delay the administration of a life insurance claim. I have already experienced another insurer settling a separate life policy within one week, demonstrating that timely handling is entirely possible.

Please treat this email as a formal complaint and confirm:
• Why this delay has occurred;
• What stage the claim is currently at;
• When payment can reasonably be expected;
• Whether the claim has yet been allocated to a handler.

I would appreciate urgent escalation of this matter.

28/5 Still nothing
28/5 Charlotte I don’t know what you can do differently as Ive emailed 3 departments without any reply. Looking at reviews others are in a similar situation. Buying something from you now that’s a different ball game. Let’s give you benefit of doubt and trust I will get a speedy resolve !
01st June Still NOTHING !!!!
01/06 Just spoken to Michelle Heldt on the 01793 514514 number... what a waste of my time and now my anxiety is through the roof.
From the date I told them of fathers passing 05th May it is 20-25 WORKINGS days for the pack to be sent out. Then !!!!! a 35 WORKING DAYS from them getting all paper work back for them to decide to pay out. Can not speak to the bereavement team as they are in a "back office" Re-structing began end of April, prior to that it was 5-10 working days turn around....When asked to speak to a manager they are all in a "meeting" given Michelle told me there are only maybe 10-15 people working in team might be wise for them to get involved......... IF ANYONE READING THIS just look for other options HSBC paid out in a week.
04/06 Still nothing..............
7th July, 52 working days and still no pay out
AVOID

So, my complaint is 'being looked in to'. No update and still no date for my pension to be paid out. Enough really is enough now Zurich. I'm off to write to BBC radio 4 money box and the Guardian money section.

I was give incorrect information about my pension. And my contribution payment was not allocated to my pension. If I hadn’t of check I wonder if it would have been pickup. I am waiting for an explanation as to what happened.
It was a month earlier I made the payment. I asked for a statement and my last 2 payments were not on the statement. It doesn’t fill me with confidence that Zurich can loose £30,000

The engineer is very knowledgeable and helpfull.

Origionally was quoted £13, until they found out I had been to the doctors to seek help for my mental health, this then increased by 9 times.
I understand they have to increase this due to risk but this seems absolutely ridiculous. In effect, if I hadn’t gained support this would be much cheaper and more adorable a month!

Needs help, support and guidance to help people get through better assistance to help themselves in the process to get the right outcome to get better results..!!!