General Insurance Complaints | Contact Us | About us | Zurich Insurance

General Insurance complaints

Help and support for Zurich customers

We are committed to providing a high level of customer service and if you don't feel we have delivered this, we would welcome the opportunity to put things right for you.

Who to contact in the first instance

Many concerns can be resolved straight away; please get in touch with us as we may be able to provide you with an immediate response to your satisfaction.

Contact details are provided within your policy or claim documents:

  • On your welcome or renewal pack

  • On claim acknowledgement letters

  • In ‘Our Complaint Procedure’ and ‘Making a Claim’ sections of your Summary of Cover and policy book

  • On claim acknowledgement letters

Or you can call 0800 096 6233 between 8.30am and 6pm Monday to Friday if you need help finding the right phone number. Please have your claim or policy number to hand if possible.


Alternatively, you can email or write to Customer Relations Team.


If your complaint is about a motor claim:

Email: Customerrelations.motor@uk.zurich.com

Post: Zurich Customer Relations, Eagle Building, 215 Bothwell Street, Glasgow, G2 7ED


If your complaint is about a property claim:

Email: Customerrelations.property@uk.zurich.com

Post: Zurich Customer Relations, Shurdington Road, Cheltenham, GL51 4BF


If your complaint is about Customer Service or Other Enquires:

Email: Customerrelations.service@uk.zurich.com

Post: Zurich Customer Relations, Shurdington Road, Cheltenham, GL51 4BF

Most complaints can be resolved within 3 business days*

If we can resolve your complaint to your satisfaction within 3 business days we will do so and will write to you to confirm this. (A business day is defined as Monday to Friday, but excluding bank holidays.)


Complaints that take longer than 3 business days to resolve

If we have not been able to resolve your complaint to your satisfaction within 3 business days, we will keep you updated with progress and will provide you with our decision as quickly as possible. This will be in the form of a final decision letter from our Customer Relations Team.


Next steps if you are still unhappy

If you are not happy with the outcome of your complaint, you can ask the Financial Ombudsman Service to review your case**. You’ll need to contact them within 6 months of the date of our final decision letter. You can also ask the ombudsman to review your case if we have not provided you with a final decision within 8 weeks of receiving your complaint.


The service they provide is free and impartial and they can be contacted as follows:


Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567 - Calls to this number are now free on mobile phones and landlines.

Email: complaint.info@financial-ombudsman.org.uk

Website: http://www.financial-ombudsman.org.uk


*A business day is defined as Monday to Friday, but excluding bank holidays.


**The ombudsman can help with most complaints if you are:

  • A consumer

  • A business employing fewer than 10 persons that has an annual turnover or balance sheet that doesn’t exceed €2 million

  • A charity with an annual income of less than £1 million

  • A trustee of a trust with a net asset value of less than £1 million

You can also use the online European Online Dispute Resolution platform to provide details of your complaint, which will then be forwarded to the Financial Ombudsman Service. Please click here to access the platform.


Complaints Data Publication

Firm name: Zurich Insurance plc

Group: (if applicable): Zurich Insurance Group Limited

Other firms covered in this report (if any): N/a

Period covered in this report: 1 January - 30 June 2017

Brands/trading names covered: All Zurich and Navigators and General brands of general insurance business

H1 2017 Number of complaints opened by volume of business at reporting period end date Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Insurance & Pure Protection* 2.63 per 1000 policies in force 2024 2028 52% 44% 64% General Admin/Customer Service
Credit Related** 0.15 per 1000 loans in force 13 13 n/a n/a 62% n/a

* Pure Protection complaints are not included in these figures as Zurich Insurance Plc does not provide this product
** Complaints relating to credit agreements entered into for payment of insurance products