Zurich Insurance UK Avaliações 

I booked travel insurance with Zurich via Booking.com (I thought Zurich was a recognised brand) and then sadly had two reasons to cancel our trip (both reasons clearly recognised under the policy).

I tried to claim straight away via the online form (20 October), which didn't "recognise" my policy number. So I called the number provided and also emailed all documents needed as set out in my policy.

After a lot of back and forth chasing on the status, I was told by email that all documents were received and my claim was set being up.

Then when I followed up again about the status, I got an email on 5 November that I should call to set up the claim (again?) by phone. This was puzzling since I had been told the claim had been set up. However, I phoned and the lady on the phone apologised, confirmed all documents had been received and said my claim would now be dealt with on an expedited basis. That was on 5 November. Again, no updates, I chased them twice last week and now got an email on Friday asking me to send all documents again(!) as if nothing had ever been sent. So I have sent it all yet again and attached previous correspondence and documents.

Zurich has outsourced this to "CSA" Claims Settlement Agencies Ltd, a Gallagher Bassett company. I have spoken to or emailed with Josh F, Rhianna, Jacob, Marni, Oliver and Chloe and with some of them several times for an extremely straightforward forward claim with evidence from a solicitor from a well known and highly reputable city law firm as well as a doctor employed by a well known and reputable health insurance.

I feel extremely uncomfortable with and concerned by how Zurich is handling customers via this third party business. I thought Zurich was a quality insurance but CSA is not handling this professionally. Either CSA are disorganised or intentionally trying to wear me down. It's the kind of thing you read in your Sunday newspaper and reflects extremely poorly on Zurich.

If you are booking a holiday via Booking.com, think carefully before buying an insurance from Zurich. I will never again.

MY experience was great, it was easy to insure with Zurich.

Excessive paperwork printed and sent out, so unnecessary. Save a tree and plant a new one….
Apart from that, so far so good.

Business-like but friendly approach from adviser. Quick understanding of enquiries.

Zurich is an awful company and totally refused my claim for kidney cancer and removal of kidney, I was made to feel my cancer was totally insignificant in which it wasn’t as has totally changed my life,I would advise anybody to totally avoid Zurich critical illness cover as you seem to only qualify for a claim if you’re terminal where as other companies would have definitely paid my claim.

Clear lines of communication structured time frame

Tried to claim for a leak from the bathroom. I was told that because the leak was not from pipework, that it was not covered. I would not use this company for insurance again

Awful company to deal with , never claimed a thing in my life over 30 years of travel. Treated like a criminal picking over every reciept and doing nothing to help when luggage lost and confirmed by tour opperator. Will do any thing not to pay out. The agent on the phone is very unprofessional and clearly had a mandate of making the proccess of claiming to be delayed , have had to pass to the onsbudsman as they still not paid the claim from the date of missing luggage 9th sept

Poor experience do not use this company. I had a buildings claim following a roof leak which damaged my property.
Zurich took 6 months dealing with the claim. The staff were useless no customer service and unhelpful and unfriendly. Never seen anything like it.
I had to chase them up frequently however they never replied to my emails in the six months I had 2 emails from them. I had written evidence from the landlord regarding structural repairs which are needed to be done annually however they do not believe the landlord is responsible for this. I’m the leaseholder and I am not responsible for repairing a roof in a block of flats. The damage remains to my bedrooms and hallway and now I’m expected to bear the cost of the repairs. It’s a recurring roof issue and Zurich are on the landlords side who have neglected repairs that should be carried out on a regular basis. Please do not use this company they have wasted over 6 months of my time. I have had to live in damp and mouldy conditions. Please please avoid them Do not trust them use a better company that puts its customers first.

Took out travel insurance through Booking.com for a work trip. Turns out the policy didnt cover me for a work cancellation and these people refused to pay out when the trip was cancelled. The reason was that they classed the cancellation of the work trip as a cancelled "appointment" and wouldnt pay up. This took 3 months of correspondence. You pay for this cancellation insurance in good faith, to give you peace of mind and these shameless people do everything they can to wiggle out of paying up! just don't buy thier policies, they are worthless.

They always provide an excellent service, their staff professional and friendly

Absolutely disgusted with the way of being treated. Don’t trust these people.

Absolutely appalling service. We had travel insurance with them. Never again. They took 2 months to tell us our claim is rejected because we had no police report. Tried to explain to them that the necklace was lost and the local police told us there is no report to file since it’s not a theft. They would not have it, apparently they don’t cover for loss even though they say they do. They kept calling me a different customer name thoroughout the whole communication even after I brought it to their attention twice. We will be taking this matter further to the Ombudsman.

The best company mortgage insurance on the market at the moment!

el pasado marzo di parte de un siniestro por la rotura del plato de ducha. La empresa que enviaron para sustituirlo hizo una auténtica chapuza: rompieron dos losas de la pared, colocaron un plato más alto que deja un charco continuo, y todo quedó lleno de cemento blanco y silicona para tapar los fallos.
Han pasado más de siete meses (a fecha 26/10/2025) y sigo sin que me den una solución ni hayan atendido los daños de carpintería ocasionados. Estoy cansado de llamar y enviar correos tanto a la correduría, como al perito y a la empresa de reparaciones, sin recibir respuesta ni avances.
Una experiencia desastrosa, con cero responsabilidad y un servicio al cliente inexistente

numero de siniestro 0278961552

All on WhatsApp till you've waisted 30mins getting silly answers

Alina a nice and lovely woman who explained everything clearly and helped us to understand better the policy she spent her entire Sunday evening with us just to make sure we are happy with the product
Thank you

Really helpful, emails received very promptly. Polite helpful members of staff on the phone.

They believe they provide insurance to Booking.com customers, apparently unaware of how Booking.com operate, despite the terrible score Booking.com have here on trustpilot alone.
I expected more from Zurich.

Superb service from all the craftsmen employed to rectify severe water damage to one room of the house. Both the tradesmen and insurance operatives kept us constantly informed. The only delays were done to "drying out time" which was beyond anyone' control. All tradesmen were experts and pleasant and friendly.