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.
