Complaints

This profile includes complaints for Zurich North America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Zurich North America

  1299 Zurich Way Schaumburg, IL 60196-5870

  
• 

  Zurich North America

  7045 College Blvd Ste 800 Overland Park, KS 66211-1523

  
• 

  Zurich North America

  13810 Fnb Pkwy Omaha, NE 68154-5216

  
• 

  Zurich North America

  3636 S Sherwood Forest Blvd Ste 370 Baton Rouge, LA 70816-5206

• 

  Zurich Companies

  363 N Sam Houston Pkwy E Ste 820 Houston, TX 77060-2408

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 20th I took my car into the dealership service department due to an oil leak it was determined that the head gasket was leaking (a covered part under Zurich powertrain warranty) this leak caused damages to the O2 sensors (non covered part) which needed to be replaced as well. Section N of the contract clearly states that coverage will be provided for a non covered part if damage came from a covered part failure. On 03/28 I have spoken with an adjuster who agreed and asked me to take the vehicle back to the dealership so they can take photos of the O2 sensors and get the repair approved. He noted that part of the contract is usually overlooked by employees. However after taking the vehicle back to the dealership the company is now stonewalling, giving the runaround and denying claims clearly stated that coverage will be provided in the *********** I had to pay out of pocket for this repair I am asking to be reimbursed for the expense.

  

  Business Response

  Date: 04/30/2025

  Please see attached. 

• Initial Complaint

  Date:04/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/26/25 I sold my car. On 3/29/25 I submitted the paperwork for warranty reimbursement. I paid over $3000 dollars and had a year an half left. I don't know what the retro payment would be. I have simply asked this company to give a reply and let me know where we are at in the process. I received a mailer asking for more documentation which I have provided immediately and again have not received anything. This is a horrible way to do business when they are holding MY money! All I am looking for is simple communication and my refund check.

  

  Business Response

  Date: 04/29/2025

  response uploaded

• Initial Complaint

  Date:04/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was considered a total loss on November 14th, 2024 and I submitted the claim to Zurich in the first week of December and they said that it doesn't matter when the vehicle is paid off, we will be reimbursed for payments made after the total loss. They didn't finish processing the *** insurance claim until yesterday April 14th, 2025. 5 months later. 5 months of full payments and interest and they are refusing to pay the interest accrued in the last 5 months that we shouldn't have had to pay if the claim was handled in a timely manner. And, if you vehicle is purchased and say you don't have to make your first payment for 45 days they will count this against you. And, they go off the amount they think the loan is at from the day of the total loss not the actual amount of the loan at the time of the loss. They are capitalizing on drawing out claims so they don't have to pay and sticking people with extra interest payments. This is shady and they owe me about $898 in interest paid on a $972 monthly vehicle loan payment. Debating on seeking legal action if this isn't resolved. Called them twice to clarify the breakdown of the payout and they said they don't have to do anything about it and it wasn't their problem.

  

  Business Response

  Date: 04/29/2025

  Please see attached. 

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased insurance on January 9, 2025 for a flight from **********. My travel companion and I planned to tour **********. She passed away unexpectedly on March 13, 2025. I filed an insurance claim but it was denied by ***. They demand a death certificate. I cannot get a death certificate since it is not a public record, and I don't know the family. I sent the attached to prove that she had passed away. It's all I have. I'm a friend, not family of my travel companion.

  

  Business Response

  Date: 04/25/2025

  Please see attached response letter. Thank You

  Customer Answer

  Date: 04/28/2025

   
  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.
  I wanted to file against **** but it defaulted to Zurich. I thought they might be connected but if Zurich says they are not responsible for ***, then I will refile against AIG. 
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Puuchased Gap insurance through Zurich and its been more than 2 months.I have been making auto payments for more than 2 months now to a totaled car. Zurich needs to step it up and resolve this All paper work has been submitted but they havent gotten back to me at all.

  

  Business Response

  Date: 04/21/2025

  Please see attached response letter. Thank You

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was demolished on March 4th, 2025. Insurance paid their share (******) and the balance left of about $ ****** is to be paid by Zurich ***. The *** coverage was obtained with my car loan this past November at ****** ********* Buick of **********, **. To date Zurich has not paid and this is keeping me from getting a new loan. No banks will finance another vehicle while this is still showing open. I offered to pay the balance myself but the bank (ALLY Financing) said the case is in their total loss department and even if I pay, the loan wont close out as they are waiting for the Zurich payment. In the meantime, I still must make the loan payments for a loan that has had plenty of time to be paid. Zurich tells me they won't be paying till the middle of June, ********************************** the meantime I am a senior citizen without a vehicle to get to grocery stores, doctor appointments, etc. except for calling for a ride to someone. With electronic banking these days this is nothing more than a short time on a computer and the payment would be on its way. I am frustrated without a car for a month now and no hope for the next couple months. Correspondence with Zurich has no results.Sincerely,***** ******

  

  Business Response

  Date: 04/11/2025

  Please see attached

  Customer Answer

  Date: 04/14/2025

   
  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

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Zurich American Insurance Company regarding its failure to handle a third-party veterinary malpractice claim in a timely, transparent, and good-faith manner.On February 10, 2025, my dog ***** suffered a severe adverse neurological reaction after receiving Librela and a **** vaccine at ************************ The incident was reported to Zurich on February 17, 2025. Despite early notice and repeated follow-ups, Zurich failed to contact me until March 4. I submitted a complete demand package on March 14, which Zurich acknowledged on March 26.On March 26, Zurich acknowledged receipt of my completed demand, dated March 14. Previously, Zurich had cited an 'oversight' and a delay in setting up the claim file. It also later admitted that a draft response intended for March 15 was never sent due to being 'stuck in drafts.' On April 2, Zurich stated a response would be issued by the end of the week. On April 5, it reported that review was 'near completion.' However, in an April 8 letter, Zurich reversed course and claimed my completed demand was not received until April 3. This contradicts its own March 26 acknowledgment and earlier representations and appears to be an attempt to retroactively justify delay and avoid issuing a timely liability determination.Zurich has also refused to confirm whether the veterinary platform (Petfolk) is insured under its policy, whether Zurich is evaluating apparent agency or employer liability, and whether damages will be evaluated in accordance with the collateral source rule. Repeated written inquiries on these topics have gone ************* the meantime, Zurich has insisted that all communicationincluding questions directed to the veterinary providerbe funneled through its office, while disclaiming responsibility for that provider. This has obstructed resolution and delayed care-related reimbursement.

  

  Business Response

  Date: 04/15/2025

  Please see attached

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23174297
  
  I am rejecting this response because: 

  Zurichs response omits material facts, misrepresents the record, and fails to address several serious concerns Ive raised.
  
  First, Zurich states: You responded to the Claims Manager affirming you provided all of the related claim documents as of April 3. While this language reflects part of our exchange, it misrepresents the substance of that communication. On April 3, I clarified that the submission was supplemental, not a new or revised demand. I wrote: These materials have been submitted in good faith as they become available and reflect the progression of treatmentnot a change in the underlying facts. Zurichs attempt to characterize April 3 as the start of its review timeline contradicts its own March 26 statement: we have had your complete demand since March 14, 2025
  
  Second, Zurich continues to provide conflicting and unsupported explanations for its internal handling of this claim. In one letter, Zurich stated: There was an oversight and subsequent delay in setting up the file once we received it [on February 21]. Later, it claimed: The file was set up the following Monday after it was reported on a Friday, as is standard timeline.
  
  Zurich has yet to provide any documentation confirming that the claim was in fact reported on February 21, nor has it acknowledged or addressed multiple contemporaneous communications showing that I had to initiate follow-up because I had received no contact. If the file was set up on February 24, it remains unexplained why Zurich did not contact the insured until March 4or me until March 7. These timeline contradictions remain unaddressed.
  
  Third, Zurichs denial states: The *** revealed a brain tumor most consistent with butterfly glioblastoma it has been determined that the developments are secondary to the dogs underlying brain disease and tumor and that the care and recommendations provided by the Insured were appropriate. This conclusion is misleading. While the *** report favored glioblastoma, it also explicitly noted that inflammatory meningoencephalitis, though less likely, remained a differential diagnosis. Moreover, Louies measurable improvement following treatment with corticosteroids and ********** is not consistent with the typical progression of glioblastoma and instead supports the treating neurologists working diagnosis of inflammatory disease.

  Finally, once I referenced regulatory review and consumer protection avenues, Zurich responded by stating that threats and intimidation are unacceptable. Raising legitimate concerns through appropriate regulatory channels is neither threatening nor improper, it is a protected and lawful escalation path. Zurichs decision to characterize it otherwise only reinforces the need for independent oversight.

  I remain open to amicable resolution, but Zurichs refusal to address these contradictions and omissions is deeply concerning.

  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/18/2025

  Please see attached 

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim February 2025, for a total loss on my car. My insurance and lender sent all required documents via fax within an week and I was told they were received and this process takes ***** days. I called again a month later because I am still having to make payments, pay for a rental, and cannot get another car loan until this is resolved and now they are saying itll be up to 12 weeks and they dont have the documents they confirmed were received last time I called. The customer service is terrible, they will not update you on the status of anything, give you different answers depending on the rep. **** keep sayin the claim is in review. By the time they review it I probably will have already paid the car in full. Monetarily I am spending thousands because they are dragging their feet. Get gap through your lender, just to ease things. 0/10 recommend. If you cant handle the volume of claims then either hire more people, or be transparent when a buyer is purchasing.

  

  Business Response

  Date: 04/15/2025

  Response Uploaded

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a car from ****************. Bought *** coverage through Zurich. Car totaled Feb 23, 2025. I have had to pay over $1000 in car payments on the totaled car so far with another $500 due in 3 weeks. Since I filed the *** claim with Zurich shortly after the accidents, they have been no help. They only e-mail that the "process" will take 12 to 14 weeks. This is not acceptable. I called today for an update and the the rude representative mentioned it's my problem about having to pay for the totaled car despite having *** insurance until the claim is settled. Furthermore, they are "behind", just now working on claims from January and that they will e-mail me maybe next month with an update. This company, as well as ************ are worthless.

  

  Business Response

  Date: 04/21/2025

  Please see attached response. Thanks

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased Zurich extended warranty for a vehicle paid $4800 for the warranty transmission goes out in truck Zurich states they will not cover not even a portion of the repairs due to being 540 miles over the limit not to mention we have never submitted a claim on the extended warranty till now. 

  

  Business Response

  Date: 04/15/2025

  Response attached

  Customer Answer

  Date: 04/23/2025

  Complaint: 23162401
  
  I am rejecting this response because: I appreciate the respond from that company but I was hoping that since it wasn't too much over the mileage they would be able to help me with the replacement cost due to the amount we paid for the warranty and a claim was never submitted prior to Feb 2025 $4800 is what we paid for the extended warranty seem based on the reviews of this company seem Im not the only one that has experience an issue like this.
  
  Sincerely,
  
  ****** Barrera 

  

  Business Response

  Date: 04/25/2025

  RESPONSE UPLOADED