Rob b

Aug 2, 2025

Zurich - delays and no support

I have just reached the conclusion of an ongoing claim for storm damage which led to water entering my basement. It has taken in excess of a year, and was only resolved once I agreed to take a cash settlement offer and source my own contractors. Zurich referred my claim to a claim management company (Crawfords) who then appointed contractors who did not have the technical competence to address issues leading to failure to complete works and multiple wasted visits. Let me be clear, the claim management company acting as an agent of Zurich do not have the ability to effectively manage your claim or arrange repairs. I was misled to thinking using the approved contractors would only lead to a small delay. My advice to anyone reading this is to negotiate a cash settlement early and arrange for your own repairs. It will be completed much quicker and to a much higher standard with much less disruption. However make sure you challenge every aspect of any cash settlement offer as they will try and pay you as little as possible. For anyone currently ongoing a claim with Zurich and encountering problems, I would advise you to raise formal complaints at every instance you encounter. I was awarded £1,000 due to continuous mistakes, and have another open complaint relating to further issues following that resolution. At no stage did Zurich support me with my issues with their appointed agents. Even after my complaint I suggest practical ways to move forward, which were not implemented. Once I found out my senior case handler within Zurich things did move quicker, but these details were never provided to me.