Zurich Insurance UK Reviews 

Life insurance is a lot to think about but my experience was easy and knowledgeable

I’m really disappointed with my experience. I was initially told that cashing in my pension would take 5–10 days. After hearing nothing, I called and was told they were busy and it would now take 16 days. I followed up again to check progress, only to be told it would take 22 days in total.

Delays can happen, but the lack of clear communication and constantly changing timelines is frustrating. It shouldn’t be the customer’s problem if there are staffing or internal issues. I expected a more reliable and transparent service.

Based on this experience, I’m not happy with how this has been Handled

This is the worst company ever. I would like your CEO Drazen jaksic to call me. Maybe I can get my claim (that has been ongoing for 6 years) sorted before I die. The customer service and the complaints department is ATROCIOUS.

Very poor service and a noticeable lack of communication following several emails sent attempting to get feedback on my minor claim which Zurich are dealing with on behalf of our local Council. Despite the blurb on the limited emails I have received stating - “Contact us, we are here to help” clearly isn't the case. I certainly would not deal with Zurich (by choice) in the future based on my current experience.

I was happy with my existing insurance company for life cover I had been with them since 2015 and than I received a call saying he was calling from legal and general about my policy and it was a complete lie and said we want to make sure you have the right cover and before I knew it they completely changed my policy to Zurich and my existing policy got cancelled even though I kept saying I didn’t want change to another company and now because they didn’t get the information needed they have cancelled my cover leaving me with no cover at all which is absolutely disgusting I explained I had family issues and wasn’t able to contact them till now and I was told that they have cancelled my policy it’s been the worse experience ever since I was lied to in the first place and conned into believing they were calling from legal and general so I would never recommend Zurich to friends or family so be careful if you’re are dealing with this company the service is terrible

Sedgwick International UK and Harcross Specialist Contractors Ltd which were the contractors Zurich allocated to work on my flat were superb. They were the utmost professionals who were too good at their job. The turned my extensively damaged flat to the most beautiful flat in the block.

Thank you Zurich for contracting Selgwick International Ltd and Harcriss Specialist Contractors Ltd to fix my flat.

Eunice.N
(Another extremely satisfied customer)

Such a waste of time. I have been trying to get a life insurance with Zurich all afternoon and at various points of their ***extremely*** long and frustrating application, their website reaches an unexpected error 500 and you need to start from scratch. "Helpfully", 20 min after this happens, you receive an email prompting you to continue your application... which after verifying your details redirects you to the same error. Don't waste your time filling out their application...

Low monthly premium, fairly easy process to fill in all health details.

Every person at Zurich we interacted with either by phone or email was extremely helpful. Our case was complicated due to us living in Australia and accessing a UK based pension scheme. We could not be more happy with help and final result. Many thanks D & J Cronk

Very helpful and they go out of their way to help and are quick to resolve things .

The lady was very knowledgable and efficient

Excellent customer service. All questions and queries were answered with detail and clarity. All forms/ paperwork required arrived quickly.

I paid over £9,000 over nearly 25 years for critical illness cover.I was diagnosed with a very rare neurological condition called stiff person syndrome which affects 1 in a million people it is non curable.It has the same type of symptoms as multiple sclerosis and other debilitating neurological conditions.Was told they wouldn’t pay out because it wasn’t listed.It is a very progressive debilitating condition.How would it ever be listed when there is probably only about 70 people in the uk with it.Has changed my life on strong medication and unable to drive after 46 years a total loss of my own independence.Think very carefully before taking out critical illness cover.Shame on you Zurich.

Documentation was clear and straight forward as well as informative.
The claim process was simple.
The staff I spoke to over the phone were friendly and helpful.

I had a pension that was due to be paid out as my Birthday was in March. Unfortunately my wife died in January and we have to go through probate. I called as wanted to get this paid out in this tax year so it would not effect the probate tax. I done all the paperwork months in advance. I called a month before and asked is everything ok ? Yes they said all straight forward. They said to be on safe side call on your birthday just to make sure its prioritised this I did. Then after chasing again today as now only 1.5 days away and I get an email through saying we got your claim with the escalation team but we not going to pay before next tax year. So even though I done all the paperwork months in advance and calls they just turn around and go no not doing it. I explained all the Tax implications by them not doing it and they don't care. I have had to put in a official complanate but after this experience they just don't care about the individual customers. I said I am sure they are not going to pay all my extra tax because even though I had done everything asked of me they just don't have the time or can be bothered to help.

This insurance company is a big scammer putting the situation on the customer when you sell the Insurance there has another fee but when you have happen and you contact him, they are totally different face of evil so my hardly recommendation. Don’t use this Insurance for a car for a home and for any purposes thank you.

Very helpful and willing staff who told me exactly what I needed to know.

I've had a very disappointing experience. After providing full details, I waited nearly a year only to find that the final decision appeared to be based on assumptions rather than established facts. The reasoning given relied on hypothetical conclusions about what might have happened, rather than evidence of what actually did. Additionally, the case was compared to a precedent that was not factually comparable, which further undermined confidence in the outcome.

Throughout the process, communication was slow and often unclear. Responses were vague and did not directly address the key concerns raised, leaving important questions unanswered. What I was seeking was a clear, well-reasoned explanation grounded in evidence, but this was not provided.

Overall, the handling of the claim lacked transparency, consistency, and accountability. This experience has significantly reduced my confidence in the company, and I would be hesitant to rely on their services in the future.

I was completely looked after by Amy the lady that took my first call and see the job through, very patient and helpful feel really comfortable and grateful I got her