Peter

Sep 8, 2025

They are refusing to answer my communications of raise a formal complaint

Following my earlier Trustpilot review I have received the following message from them via the Trustpilot site: "Thank you for reaching out and sharing your concerns with us. I’m sorry to hear about the difficulty you've experienced. To help us investigate your concerns and ensure they reach the right team, we have sent you a private message via Trustpilot requesting your policy number and preferred contact details. Regina Zurich Customer Care Team" I got this on the Trustpiolot site and I missed the two day ultimatum to reply because I've been away for the weekend. I am lucky to have gotten this much of a response given that the representative has previously stated completely without justification that, to quote from her email to me: "Good afternoon I have been passed your emails to review regarding the request for the information we hold to be removed from the database. Unfortunately, the information cannot be removed this is due to us being a financial regulated company and all information registered to us is recorded on the database to help prevent insurance fraud and to assess risk indicators within the insurance industry. When you initially called through you would have heard a pre recorded message to say all calls are recorded this doesn’t only mean the call itself is recorded but any information provided on the call is recorded also.   Elaine has done all she can in escalating the issue for you and has raised the complaint on your behalf. I would like to take this opportunity to also advise that any future email may not be replied to but will be added to your complaint. Kind Regards ******* Representative" The problem they are missing is not it being on the data base but my enquiry being misclassified as an actual claim. They will not address this issue simply stating "claims can't be removed from the database." When I'm telling them it isn't a claim I seem to be banging my head against a brick wall. In other words despite my issue not being resolved as regards to their misclassifying my enquiry as an actual claim the representative is stating that Zurich are now refusing to communicate with me. This an email I sent on the 4/9/25 has not been answered. I do assure you that all my communications have been polite and in no way would justify the absolutely atrocious behaviour on Zurich. The reason why it is very important is that I am trying to get new insurance quotes and would need disclose any claims. Zurich claims I have made a claim which I simply haven't. Now they are refusing to communicate with me based on the actions of a female whose communication and her failure to comprehend my message evident in her response to me caused me to complain. Her sister in arms the other representative who should have dealt with my grievance then decided to notify me they would ignore future communications from me. She refuses to even raise a secondary formal complaint or to give me the complaints reference number for me to go to the Financial Ombudsman with. I cannot think of anything more unintelligent than refusing to communicate without justification. NB I have just seen that they have sent an email via Trustpilot asking for my details so I've now given them and you never know.