Have had a bad experience taking out a…
Have had a bad experience taking out a New policy.one star is being kind

Zurich Insurance UK is a leading provider of insurance solutions, catering to a diverse range of customers including individuals, businesses, and organizations across various sectors. The company offers an extensive portfolio of products, including life insurance, general insurance, and commercial insurance, designed to meet the evolving needs of its clients. Zurich Insurance UK is committed to delivering reliable coverage and risk management services, ensuring that customers can safeguard their assets and manage potential liabilities effectively. With a focus on customer satisfaction and transparency, Zurich Insurance UK aims to provide accessible insurance solutions that help clients navigate the complexities of risk management. The company's website, www.zurich.co.uk, serves as a platform for customers to explore available insurance products, gain insights into coverage options, and access resources tailored to their specific needs. Through its dedicated services, Zurich Insurance UK strives to build long-lasting relationships with its policyholders.
Zurich Insurance UK receives a mixed response from consumers, reflecting both commendable service and significant frustrations. Many reviewers praise the helpful and quick responses from staff, highlighting specific agents like Amy, Raj, and Karen for their professionalism and knowledge.
Customers appreciate the ease of applying for policies and the competitive pricing offered. However, a substantial number of complaints focus on the claims process, with several individuals expressing dissatisfaction over delays and perceived lack of communication. Some feel misled by policy coverage, describing experiences as frustrating and time-consuming. Overall, while Zurich demonstrates strengths in customer service and accessibility, the negative feedback regarding claims handling and policy clarity suggests room for improvement.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 3.4 | 60 | 100% | +0.7 | ● Low |
Monthly average rating from reviews written by people · latest review Sep 2025.
| Month | Average | Reviews |
|---|---|---|
| Jun 25 | 2.8 | 8 |
| Jul 25 | 3.5 | 22 |
| Aug 25 | 3.1 | 16 |
| Sep 25 | 3.9 | 14 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 60 most recent reviews.
“Zurich should be proud of the two young ladies I spoke with on the telephone”
“Regina Zurich Customer Care Team" I got this on the Trustpiolot site and I missed the two day ultimatum to reply beca...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Insurance.
| Company | Overall | Legit | Service | Trend | Reviews |
|---|---|---|---|---|---|
| 3.4 out of 5 (fair) | 100 out of 100 | 3.6 out of 5 (good) | — | 60 | |
| 4.7 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | — | 1,060 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | — | 1,060 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | — | 1,060 | |
| 4.9 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | — | 60 |
Bottom line: Zurich Insurance UK is #5 of 5 on overall rating in this group. On service, JustCover Travel Insurance scores higher (4.9 vs 3.6).
60 reviews of Zurich Insurance UK. Filter by what matters to you.
Have had a bad experience taking out a New policy.one star is being kind
It's taken 5 months of back and forth to apply for Personal Protection Insurance for me and my family. We disclosed our full combined medical history, but today, I heard back from Zurich and was told that the premium had rocketed up by 50%. This is apparently due to a very minor, non-life threatening (and, for the past 2 years, symptom-fee) condition that I disclosed in my initial application. I called Zurich to see if I could negotiate the price, but, according to their underwriters, it's very much a case of 'Computer says no'. If you've ever fainted, even once, and it's on your medical record, avoid seeking cover from Zurich, unless you can afford a punitive price hike.
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.
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Polarized pattern: few middle ratings. 58% of recent reviews are 4–5★ and 40% are 1–2★.
This is because there is no negative star. Sold me a critical sickness policy that in essence did not cover me in the least, it is just a premium collection exercise. Errors on their part are just errors, whilst you are exposed to the severest penalty for leaving out details well over 5 years in the past. Even though 5 years was their cutting off period. This is not about protecting sick customers it’s about “spin”.
Please do not use Zurich, They take your money but won't pay out when I had my flight cancelled,
My claim was rejected on the basis that when I was 11-15 years old I had some health issues. I'm an adult now and my health is much better, which they didn't seem to consider at all. I thought to ask them to review my claim again but at this point I want nothing to do with this company. It feels like they only want to insure people with perfect health, but if, like me, you have anxiety or used to be ill in the past (even if it was over 10 years ago or when you were a child), they'll just decline your claim.
Dealing with Zurich Assurances has been as painfree as pulling teeth. I've been dealing with my late mothers estate after her passing, and the service provided by Zurich is abysmal. Half the time you speak to someone who has absolutly no idea what they're doing. I have spent hours on the phone, primarily on hold, as a rep goes back and forth between departments to find information as they don't allow back office/non-customer facing team members to speak directly with clients. This in turn just causes delays and a really poor customer experience. Far too many times my brother and I are chasing up multiple emails that we haven't received a response to, official documents (such as IDs) that haven't been returned. Forms that we have been asked to fill out, only to find that they haven't made the necessary updates to the plan prior, so the forms are null and void and need to be completed once more. Internally, Zurich seems to be a complete mess. I have wasted a colossal amount of time chasing, form filling, and waiting for promised documents that have never been sent. I've lodged complaints, spoken to managers, and the service continues to be below par and issues continue to mount. Some of the team have been very pleasant and efficient, but not enough, and they're often let down by back office staff not doing as instructed. Far too much slips through the net, and far too many basic errors are being made. I cannot wait to have this wrapped up so I can wave goodbye to Zurich in the review mirror. Avoid at all costs, unless you're prepared for a month+ long migraine.
Very disappointed with Zurich. I submitted a theft claim almost 5 months ago, and despite providing all the required documentation and following up multiple times, the claim is still under "investigation". As a small business owner, I had to repurchase all the stolen tools out of my own pocket, which has caused serious financial pressure. The communication has been slow, and I still haven’t received a clear answer or timeline. I expected much more from a company like Zurich. This experience has severely damaged my trust, and I would not recommend them based on how my claim has been handled. I hope they improve their claim handling process and customer communication for others in the future.
We are extremely disappointed with the lack of communication from your side. It has been over four weeks since we contacted you by email, and we have not received any response. This level of unresponsiveness is unacceptable, and we are seriously reconsidering our relationship with your company. If we do not receive a reply within the next 3 business days, we will proceed to cancel our insurance contract and look for a more reliable provider. We expect immediate action on this matter. no 14 days from my first message and nothing changed!!!! policy number GQ638300/207057
This firm is the worst company I have dealt with in my very extensive experience in finance and insurance . They will use every excuse to delay or complicate the processing of a claim. I have been a customer for almost 20 years of Zurich Private Client largely because I used a broker I trusted however after a flooding causing obvious and significant damage Zurich has lied , obfuscated and delayed in such a way one can only assume it is company policy . I noticed profits have suddenly increased despite less than inflation growth in premiums , this to me indicates that the UK subsidiary is manipulating earnings by not paying out or delaying claims . Even the complaints department doesn't return emails , but says they will meet their FCA guidelines on 8 weeks , but this will be done without speaking to the customer . What a farce . If you are a high net worth customer. I suggest you NEVER even contemplate using Zurich insurance.
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.
I purchased travel insurance from Zurich and experienced a medical emergency while abroad. When I contacted Zurich for support, I was repeatedly delayed and eventually informed that my policy had been voided, leaving me without coverage during an emergency. Zurich claimed I had a pre-existing condition, despite my NHS records showing the condition was minor, resolved, and unrelated to the emergency. I disclosed my medical history voluntarily and acted in good faith. I even mentioned my past condition during my first call with Zurich, and was reassured with “no worries.” I have since submitted a formal complaint to the UK Financial Ombudsman Service (FOS) and am seeking legal advice via consular support, as this situation left me at risk abroad with no insurance coverage. I am deeply disappointed in how Zurich has handled my case - the lack of communication, delays, and the voiding of my policy during travel is unacceptable.
Our little 5 year old daughter took ill whilst we were on holiday in Spain. She was issued with an unfit to fly notice. We needed to find accommodation to stay in close to the hospital where she was getting outpatient treatment. We needed to stay an extra 4 days in Spain until she was issued a fit to fly notice. Zurich have not paid out anything to us for accommodation, expenses (food) or transfers. They only refunded for medical costs and change of flight . We feel completely let down by this company whilst dealing with a sick child. Zurich you have said you have sent me a private message but you haven't? Reference for claim was Zur5168895
Listen, absorb, and act with honesty. If a call back is required do it.
My wife needed fluids in the hospital due to have an episode with her Cyclic vomiting syndrome. The bill was £600 and they said they couldn't cover because she had a glads of wine with dinner. Please please please do not go with this company. Its the most fantastic scam.
Absolute waste of time. Have insured trip to Greece. Lost watch while swimming. Contacted insurance company and after processing claim they sent me £66, which is 20% of value of the watch. After pointing out that even if we would consider wear and tear, their pricing is off (compared prices from eBay). They suggested to use other insurance provider. Never will I ever use these again or recommend to anyone else. Two trips to police have cost me precious holiday time and taxi fare, if I would know that this is the outcome, would save money on taxi and insurance itself, would be better off.
Communication is very poor and time consuming. We had our passports stolen while away on holiday. It's taken over a year and even though we had police reports and numerous documents our claim was turned down because the passport hadn't been in a safe. Our hotel room never had a safe. Emailing and scanning all the documents was very frustrating and time consuming. It took weeks for anyone to come back to us. I definitely wouldn't recommend. M
They say that our bank cancelled the direct debit on our instructions!!! Lie number 1 we never asked the bank to cancel lie number 2 so I called my bank and guess what the direct debit is still live ZURICH never took the payment or from there after lie number 3 now because they are a multi million pound company they are always right!!!!!! And now our life/critical illness cover is void absolute disgrace. Please do not buy from these liars very very un-professional and they also never took down our new address which they say they never received hold on lie number 4
Got to be the worst company to deal with. I have called and emailed daily, but still you will not reply or answer my calls. Just been on hold 94 minutes and given up. I am still trying g to get you to pay my final car repair bill which I have paid out my own pocket. Your call centre in India called the garage, nobody can understand them. If you intend to get paid out after an accident do not use this company.
Terrible experience with Zurich Insurance I was hit by a Zurich-insured driver in a hit-and-run incident on 9th Nov 2024. I submitted all evidence including photos, a witness statement, and contacted their team repeatedly. Despite this, I have been met with delays, vague replies, and complete inaction. Their latest response? That they have “no obligation” to deal with my claim — despite having clear proof. This is disgraceful. I’ve been left without a repaired vehicle for over 7 months and treated like an inconvenience, not a victim. I will now escalate this legally and publicly. Avoid this company at all costs. They do not care about doing what’s right. This is pathetic, unprofessional and disgusting.
Zurich Insurance UK is a leading provider of insurance solutions, catering to a diverse range of customers including individuals, businesses, and organizations across various sectors. The company offers an extensive portfolio of products, including life insurance, general insurance, and commercial insurance, designed to meet the evolving needs of its clients. Zurich Insurance UK is committed to delivering reliable coverage and risk management services, ensuring that customers can safeguard their assets and manage potential liabilities effectively. With a focus on customer satisfaction and transparency, Zurich Insurance UK aims to provide accessible insurance solutions that help clients navigate the complexities of risk management. The company's website, www.zurich.co.uk, serves as a platform for customers to explore available insurance products, gain insights into coverage options, and access resources tailored to their specific needs. Through its dedicated services, Zurich Insurance UK strives to build long-lasting relationships with its policyholders.
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