ComplaintsforZurich North America

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Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My wife's car got damaged on the property of ************* Big Sur which is insured by Zurich. A claim was open with number #**********. Now the car is at an auto body shop for repairing.There have been some updates in the repair (some damages were not found previously, and additional parts need to be installed, etc), but Zurich has been slow in responding to the auto body shop and approving these repairs.Because of the delay, we have to extend our car rental, but Zurich is slow in approving our extension too.I've tried contacting our agent ******************************* and her manager ******************************* many times over the phones and emails but failed to get any responses or updates. I'd like someone to follow up this claim and provide updates on my car repairs.
Business response
07/23/2024
Please see attached response. Thank You
Initial Complaint
07/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was involved in an workers comp accident on November 19th 2022, in which Zurich was the insurer. My case number was 2840340888-001 and my adjuster was *************************** *************). The case was settled in September of 2023. Since October 2023, I have tried to obtain my MEDICAL BILLING RECORDS from Zurich without success. I have sent several emails to ***************** ******************************************** as well as call him repeatedly on his given work number. He has never responded or answered the phone. I have also called the office at *************, buy I am always transferred to someone who doed not pick up the phone or return a voice note, These people include ******************"s manager, *************************** *************) and *********************** *************). Last week, in desperation, I visited their office at **********************************************, buy was told by a Zurich employee that walk in visits were not allowed and my calls were not being returned because everyone was busy. On pointing out to her that ten months had passed since my first attempt, I was asked to leave the building. I need my medical billing information to resolve my claim with the at fault driver"s insurance company. I am hereby asking the BBB to kindly assist in obtaining these records for me. thank you.
Business response
07/18/2024
Please see attached.
Customer response
07/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
07/10/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We bought an extended warranty through our dealership with Zurich. Shortly after buying the van, the spool valve had leaked oil and needed replaced. We bought a specific plan that involved lubricated parts- it cost more, but we wanted to cover more of the van. It was initially denied by a rep per our mechanic. But after reaching out, *** from Zurich personally emailed us and let us know the spool valve was covered and a check was mailed. Weeks later, the alternator gave out while I was driving because of the spool valve that had leaked. The alternator is also covered in our warranty (besides the fact that a part that was covered initially was the cause for the alternator to eventually also die). I have tried calling, but it is nearly impossible to speak to a rep. I submitted an online claim, but it says that they cannot find my claim number. I will cancel our Zurich warranty if I cannot get someone to contact us back over this issue.
Business response
07/23/2024
Please see attached.
Initial Complaint
07/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hi This is ***************************, I live in *****, I was going for vacations in May 2024, my flight ******* Airlines was on May 12, 2024 8:40 pm but it was delayed for 2 hours and later canceled until next and flown at 3 pm on May 13, 2024 and when I reached ******** on May 14, 2024 in the morning and I heard from ******* Airlines that my Airlines did not board my luggage on same flight which was delayed and canceled, and they said that my luggage will arrive from next flight (DFW to IST) and it will be arrived at 6pm ISTANBUL TIME but I had a flight to ****** at 8:20 pm from different airport of ******** and my second my luggage was delayed more than 48 hours, Flight was delayed more than 12 hours and luggage was delayed more than 48 hours, technically ******* should reimburse entire fare because I had medicines and other useful things in my luggage which was not allowed in my carry-on. But before leaving for Vacations, I have take Travel Insurance on ******* Website but Zurich Travel Assist company did not reimburse my claim, they should have reimbursed my "Flight *********************** (of their own fault) and also "Baggage Delay", it has been more than a month I have filed a claim but I did not receive my claim, these insurance companies and airlines are scamming people for attractive services but never provide solution, I have all evidence including date, video evidence, receipts, screenshots, and other information to. proceed my claim. I need full ticket refund on full reimbursement according to my insurance policy. M8MSF-PPPRF-INS POLICY NUMBER CLAIM NUMBER ****** and ****** Zurich Travel Insurance P.O. Box ******-************************* Within ************* ************** Outside ************* ************ Fax : ************ Email: ********************************* Regards ***************************
Business response
07/05/2024
Response uploaded
Customer response
07/08/2024

Complaint: 21923919

I am rejecting this response because: I have provided all documents five times, I have provided receipts, I have provided other legitimate documents.

Sincerely,

***************************
Business response
07/16/2024
response uploaded
Customer response
07/23/2024

Complaint: 21923919

I am rejecting this response because: I have provided all receipts and hotel stay and everything, even it is also attached with this complaint as well, I have sent 5 times to this company and one representative was saying we did not receive documents and attachments and other representative was saying we received all documents, this company have low 1.5 ratings all over internet and should not be allowed to scam customers, ******************** should give demerit points to this company, I have sent all documents and it is also attached with complain as well, one company Berkshire processed claim after they investigated but this company is scamming people, I will definitely go to federal authorities to investigate this issue and will go anywhere as much as I can so they cannot scam other people.

Sincerely,

***************************
Initial Complaint
06/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a claim with this company as the insurer of an at fault claim. They have decided to farm these out to third party adjusters that will not return calls or emails. I am stuck with no one willing to do anything to help. Each company just points fingers. Zurich is the insurance company and is ultimately responsible for the claim. My claim number is **********. This is insurance fraud at this point.
Business response
07/03/2024
Hello,
We are not able to locate any claims in our system for this person and claim number provided. If they can please provide more information, we can direct to the correct person to answer. Thank you
Customer response
07/04/2024

Complaint: 21884034

I am rejecting this response because: here is the claim you provided in the beginning that you say you cannot find.

Sincerely,

*****************************
Business response
07/10/2024
Please see the attached response letter.
Customer response
07/10/2024

Complaint: 21884034

I am rejecting this response because:

in your response you still have yet to take any responsibility for your actions. I have my email from your company with my claim number from that I received on 6/7/24 not 6/28 as you are claiming. I can provide said email if needed. You are also not acknowledging that when I called multiple times I was told that you would not help me and kept referring me to the incorrect 3rd party adjuster. I can provide you with claim numbers and emails for this adjuster as well for proof. It took me filing on here to get any sort of compliance and yet still not real correction on your part and obviously no intention to fix this for further claims.

Sincerely,

*****************************
Initial Complaint
06/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Today I was notified that my transmission needed to be replaced. I received a total of 2 transmissions prior to this from this extended warranty company. They are purchasing parts that are faulty and putting them in cars. It has been less than a year and my transmission is already broke and the company refuses to fix it because my warranty is now expired with them. I do not think it is okay to put faulty parts in peoples' car then not fix it when it breaks again. It is not normal for transmissions to break this often and it is zurich's fault for supplying customers with faulty parts because they chose the companies they outsource from. They refused to pay for anything more than what the company they use stated because according to them, they are quality. I purchased a warranty from them and they supplied me with garbage instead of quality that they promise. They mislead people with their services and claim to be something they are not.
Business response
07/02/2024
Please see attached response letter. Thank You
Customer response
07/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************************
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On May 8, ************************************************************************ I barely had time to slam on my brakes but I hit the side of his vehicle corresponding to the back seat. I had the right of way. The police were called and the driver of the other vehicle was cited for failure to yield. The front end of my vehicle was damaged. The initial estimate for repairs was $6,000. I filed a claim with his insurance company, Empire Fire and Marine Insurance **** a division of Zurich Insurance. We dealt with agent *************************************. Finally after 5 weeks and no offer of a rental car or financial assistance our claim was denied. They claimed no liability despite the driver of the other vehicle being cited for failure to yield. We are currently filing a formal grievance with the ************* of Insurance. We seek a reversal of the claim denial and to inform others of the dishonest actions of this insurance company and it's agents.
Business response
06/25/2024
Please see attached.
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I filled out a claim online 1/27/2024, I sent an email on 3/22/2024, and I called and left a message on 6/7/2024 and no one has contacted me. Here is the situation: I purchased Zurich coverage with LandRover of PalmBeach and moved shortly after the purchase. The dealership Ive been working with since my move is Sarasota LandRover. I assumed when I lost my key fob that the new dealership would see my service contract coverage and let me know that a fob was covered. But they didnt and I have an out-of-pocket expense that I would like reimbursed at this time. The cost of the item was $731.46 and the programming fee was $219.99 for a total of $951.45. Two receipts were emailed to show these costs and the dates (which are under the coverage period). In addition, when I had my first service on the vehicle, they charged me for an oil change, supplies and tire rotation. All of which are covered items under my contract and I would like those expenses reimbursed as well. Details for those are: Those costs totaled: $395.94. Again, the receipts for these were provided and the dates show that it was done during the contract coverage period). Grand total for this claim request is $1,347.39. I contacted the dealership, they said I had to deal with Zurich directly that they couldnt do it. So please let me know what else may be needed to complete this claim request. Im very disappointed in the dealership for not seeing, saying or helping me with this unnecessary out of pocket expense- - since I had taken coverage for such situations at the time of purchase. And I'm extremely upset that I have reached out 3 times to Zuirch with no response. So that's the reason for the BBB complaint. I hope that this can be resolved.*************** Former address ************************************************ Current address ********************************************************** ****************** ************ Vin: ***************** 2021 LandRover Discovery Sport
Business response
06/27/2024
Please see attached.
Customer response
06/30/2024

Complaint: 21859750

I am rejecting the response because it is unclear what is expected as a next step AND it only addressed the key fob. There was also service work done that was under warranty that was paid for and should be covered. Again the reply does not cover the entire issue and is extremely unclear.

Sincerely,

***************
Business response
07/02/2024
Please see attached.
Initial Complaint
06/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Transmission out and warranty expired. Zurichs warranty runs parallel to the manufacturer warranty which makes no sense and I feel its a scam and they know it. I want my money to be reimbursed to me for this useless warranty or cover the cost of the repair even though it is expired.
Business response
06/24/2024
Please see attached response letter. Thank You
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
hello,on 8/28/2023, my younger son was parked in the winco parking lot, a winco employee collecting the shopping cars was going around with a "train" of them taking them back to the store, he had way to many and in a turn hit my car. I called the insurance file a claim #*********, I was told to email pictures, and the estimate which I did. I never got any other communication from zurich then ***************************** denied and closed my claim, my car is still not fixed and never got any information. I have left multiple voice mails requesting a call back and nothing.my complain is my car still has dent that was not my fault or my sons fault.I am seeking repairs to my car, and compensation for the stress this is causing, the time its taking to resolved this issue is unacceptable, this is a car that we purchased with only 30 miles in it we are not getting rid of it.
Business response
06/25/2024
Please see attached.
Customer response
06/29/2024

Complaint: 21828058

I am rejecting this response because:

I received an email Monday night saying my claim had been opened and that I was going to get a phone call this week. Here we are on Saturday and I did not received a phone call.

Sincerely,

***********************
Business response
07/09/2024
Please see attached.
Customer response
07/13/2024

Complaint: 21828058

I am rejecting this response because:
the company claims I am unable to receive phone calls and my voice is not set up. My phone has the maximum amount of time to ring (as far as the amount of rings available) so the uf it rings if I am away from my phone I have enough time to get to it and answer the call then if I dont pick up it will go to voicemail. I will also be notified of a miss call.
I have responded and confirm my mailing address and phone number by email as requested.
I have also left a voice mail message confirming the facts of the accident, my phone number and mailing address .
WinCo has cameras and I am sure the accident was recorded.
Even after all this I still have no resolution in addition the staminate was from last year. Would it still cost the same to fix it this year?

Sincerely,

***********************

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