Zurich Insurance UK Reviews 

Zurich has been a trusted custodian of my Plan for years. In recent communication with the team I’ve received excellent information offered with utmost courtesy and professionalism.

This is my fourth review and seems the only way to receive a response from Zurich because emailing them directly does not work. All I have wanted is for them to reply to my emails, confirming that they have received my correspondence. I have an ongoing claim with my local council, it's been seventeen months now since my accident. I have had an offer, however, I did make a counter offer, this is not the actual problem, the issue I have is, no one replies through normal communications. I find this to be unprofessional, and extremely frustrating. I was also informed that because I am not directly a Zurich customer that I can not complain to the Ombudsman. You can do better Zurich!

I hit a pothole on my way to work completely destroyed my front drivers side tyre at the cost of £80, I tried to claim of the industrial estate I was on but was told the road was actually owned my Zurich Assurance so I would have to contact them I was given a land registration number that confirmed Zurich are the owners. I have contacted then several times via email but nothing is ever passed on the the right department that pothole has caused so many people damage to their cars I am making a board sign saying who owns this massive pothole shame on you Zurich Assurance. What a surprise Zurich Assurance said we will contact reference damage to my car ? Nope nothing yet same old rubbish from them.

The customer service is really bad - they put things in my file which is incorrect which they have no right to do. Bad company to deal with overall - bully and harass customers.

Just to add to my last review, someone at zurich obviously saw refusing my claim was wrong , and today i received my refund . Its a shame i had to go through 2 months of pain and endless emails for them to do the right thing ,
But thank you zurich for doing just that

Identified the issue with my drainage, provided assistance and resolved the problem. I was kept informed of the programme theoughout and the engineers were excellent.

It took Zurich 6 weeks to transfer the pension fund that had been cashed, not, as should have been within 2 weeks!!! Then 2 weeks ago, they emailed to say that there was interest to be paid and that they would do that asap. To date, nothing.

⭐ 1 STAR – EXTREMELY DISAPPOINTING EXPERIENCE WITH ZURICH

I would strongly advise people to think twice before trusting Zurich with their pension.

My experience with Zurich has been absolutely unacceptable.

I turned 55 in June 2026, and I was entitled to access my private pension lump sum. I expected a professional pension provider to deal with this efficiently. Instead, I have faced delays, excuses and an unnecessarily difficult process just to access my own money.

I completed and returned the required form on 14 July 2026. Zurich then told me that it could take 31 days to process. I accepted that timeframe and waited. But despite doing everything required of me, I have continued to experience delays and have had to chase the matter.

It is now nearly four months since I became eligible to access my pension, and I am still having to deal with this situation.

Let’s be clear: this is my pension and my money. I should not have to spend months chasing a pension company to release money that I am entitled to access.

The whole experience has been frustrating, stressful and completely disappointing. The communication and handling of the process have not given me any confidence in Zurich as a pension provider.

If you are considering putting your pension with Zurich, please do your research first and look at other providers. My experience has made me seriously question whether Zurich is a company I would recommend to anyone.

Zurich needs to seriously improve the way it treats customers who are trying to access their pension. Customers should not be left waiting for months with their own money tied up while they repeatedly chase for answers.

Very poor customer service. Very poor experience. Extremely disappointed.

1 star only because there is no option to give zero.

After writing negative reports of my dealings with Zurich, I have to inform I have been settled in full, simple golf claim and information fully sipplied.
All I would say better feedback is required, and whether it is a sign of the times three months for a very simple claim seems a bit long.

I bought travel insurance from Zurich to cover a hotel booking with a famous booking agency, which I subsequently couldn’t use due to travel delays. Its claim handlers, subject to a separate review, have wrongly rejected my claim which, a matter which is now with the Ombudsman. I would strongly recommend that you don’t buy Zurich travel insurance until it gets its act together.

Very helpful, informative and patient.

As a follow-up to my previous review: I have now officially issued a Small Claims Court claim against InsureandGo/Zurich for the £3,408.99 they refused to pay after my mother's tragic passing.

Predictably, Zurich has responded to the court by putting up every barrier possible. They have filed a full defence, doubling down on "General Exclusion 31" buried on page 26 of their 59-page booklet, and claiming that their partial payment somehow settles the matter. They even tried to request that the judge decide the case purely on paper, or hold the hearing down near their own corporate offices in Fareham!

I am fighting back against all of it. I have formally rejected their response and demanded an in-person hearing at my local court in Wales so a judge can hear exactly how misleading their online sales journey really is.

The next step directed by the court is telephone mediation. I have agreed to attend to show the court I am reasonable, but I will not be bullied into dropping this. If Zurich doesn't offer a fair resolution, I am fully prepared to take them all the way to a final hearing.

Insurance giants like Zurich rely on legal barriers, technicalities, and delays to wear grieving families down. They expect you to give up. I am writing this to say: I am not backing down, and if you are in a similar situation, please don't give up either. I will post another update once mediation or the court hearing has taken place.

FIGHT THEM, BIG CORPORATIONS NEED TO LEARN THEY CANNOT TREAT GRIEVING FAMILIES THIS WAY. IT'S SHAMEFUL AND DISGUSTING

Complete nonsense! Bought a policy as part of a booking through Booking.com to protect a risk of a room cancellation.
Room was cancelled, but not by me, but by the property in question. My policy with Zurich was automatically cancelled with no apparent right of redress. No obvious or simple way to try and claim your money back for something that ultimately wasn't used or needed and not my fault.

Absolutely shocking payout timescale, they have quoted 62'working day period to pay out on my father's policies, despite them having all the information they need. No other company has taken more than 2 weeks. This is a disgrace. No apology or reason in the email they have sent.

Excellent work

I probably have an AI response saying the right department would get in touch (that's actually the same as my 2 entries), but no one from Zurich has bothered to give a who so far or the decency to email and at least try to resolve an unsettled situation. Imagine the experience of Zurich's complicated claim process and stone-age verification process goes out to what could happen. It's an internal process that involves mishandling of trust and multiple unnecessary verification processes that have been imposed unnecessarily, which created customer dissatisfaction, as Zurich UK do not admit their faults outright.

Probably this is one of Zurich UK's do not know what to do " tactics, but this is so stone age and uncivilised. This tactic is frequently used to avoid situations they do not want to face, knowing they are at fault. The question is Zurich UK's credibility is very questionable.

This is absurd and extremely pathetic; this lets the world know how Zurich UK operates. I shall wait for another 2 days till this Friday to determine the next step forward.

I seriously hope that whoever and whichever department knows what they are really doing.

Absolute shower of an organisation! I have used them for a travel insurance claim, and a relevant life plan. They have layers of incompetence so when you break through one, you just get to the next layer and are faced with the same levels of ineptitude. The speed of communication and process is appalling, as are the wait times on the phone. They miss key emails, don't provide updates, and keep asking for the same information that has already been provided, on 3 separate occasions!

They genuinely don't seem to know what they are doing, lack meaningful internal communication and are so frustrating to deal with. If they are incapable of sorting themselves out, surely it is time for the regulator to step in.

My experience with Zurich Insurance has been frustrating.Issues have not been handled promptly, and I’ve had to chase for resolution multiple times.Matters that should be treated separately are often bundled together, leaving customers without clarity. Overall, communication and timeliness need significant improvement. I will try to avoid this company in future.

You pay for insurance hoping you’ll never need it, expecting that if the worst happens, you’ll have a safety net. When I was diagnosed with cancer in April, Zurich didn't provide a safety net, they provided a masterclass in administrative incompetence, unbelievable delays, and complete indifference.

As a self-employed freelancer, my income instantly dropped to £0 the moment I was diagnosed and began chemotherapy. I had two policies with Zurich, Critical Illness and Loss of Income, specifically to cover my mortgage, food, and basic living expenses.

Instead of supporting me, Zurich put me through months of financial stress while I was fighting for my health.

The Key Failures:

Lazy Medical Admin & Bureaucratic Excuses: It took over three months to get my Critical Illness payout. Zurich initially contacted the wrong GP surgery (despite me providing them all the correct contact info) chased updates only once a week, and at one point gave up calling my doctor altogether because being "8th in the phone queue was too long to wait." While undergoing chemo, I had to personally contact my own GP and collect my own medical files because Zurich couldn’t be bothered to pick up the phone.

Gross Negligence with Documentation: For my Loss of Income claim, Zurich requested details from my accountant in early June. My accountant responded the very next day. Zurich proceeded to ignore the email for an entire month, only contacting me a month later to complain that they "hadn't heard back." When I proved they had received it (since I was CC'd), they admitted the mistake and apologized. But why wait 30 days to even check their inbox?

Defeating the Entire Purpose of Loss of Income: It is now August. My Critical Illness was finally approved late July, but I still have not received a single penny from my Loss of Income policy. What is the point of income protection if it takes almost four months to process a monthly living wage?

Empty Promises & Uninterested Customer Service: Every time I call for an update, I am met with defensive staff who feed me lines like "you'll hear by next week" or "you'll get an answer this Friday." Friday comes and goes, and nothing happens. Staff are also reluctant to chase for an update from the claims team if you call too frequently.

A Complaints Process Designed to Ignore You: The complaints handling has been a complete farce. On the rare occasions they replied, it was a dismissive email stating "as we said on the phone..." repeating whatever basic details they'd already told me. Any time I emailed to follow up, I received total radio silence. I was told an "independent complaints department" would be reviewing my case, but that empty promise has resulted in absolutely nothing.

Final Verdict
Battling cancer and enduring chemotherapy is physically and emotionally exhausting. Being forced to manage your insurer’s basic paperwork just to avoid financial ruin makes a horrific situation infinitely worse.

Zurich added immense financial stress to my life when I was at my most vulnerable. If you are a freelancer or self-employed worker relying on insurance to protect your livelihood: look elsewhere. Zurich will leave you stranded when you need them most.

customer service absolutely appalling, told by joanne to stop talking . i’ve never been spoken to by such a rude agressive person in all my life ! horrific mannerism and if i spoke to my patients like that i’d be dismissed immediately- avoid completely