Business ProfileforZurich North America

We have had the worst experience with Zurich Travel Assist. I have lost the number of times we had to resubmit same documents via email. Why can’t there be one system where documents can just be uploaded? Nope, all documents are sent via email and no one keeps track of anything? I had a life threatening emergency on a cruise, was resuscitated at cruise’s medical center and then transported to nearest hospital in UK. I underwent emergency surgery and received blood transfusion for massive blood loss. claim was initiated May 13 2024. Zurich send us claim forms to fill out and list of documents which we submitted while I was still in a hospital. Thankfully upon return to USA I submitted all my medical bills and they got covered /reimbursed by my US medical insurance. At this point no medical expense reimbursement was needed from Zurich. Only claims remained were our cruise interruption and flights to return home. Past 3 months we have called every 2 weeks only to be on hold for an hour and then be told to wait another 1-2 weeks. Now we called 8/8/24 and were told our case review was completed. However they had to submit it for processing. We asked to speak to our case manager/ reviewer Victoria but what a surprise her phone number doesn’t accept messages and our call was just disconnected. Now on Aug 16 2024 we are sent a new email asking us to have a surgeon fill out a new discharge application which is different from the one we were sent during hospitalization. To have a surgeon from another country who I will never see again fill out new forms … 3 months later. It is unacceptable to sent us new forms and request them filled by a doctor or surgeon who we have no contact of and is from another country. There are no medical claims are to be reviewed by Zurich. We have already submitted initial form, surgical report, discharge papers! I will never ever be using this company or recommend it to anyone. My claim #737862. Prior to that claim # 734955

We sent a written response to you on 08/20/2024. -The Zurich Customer Care Team