Zurich North America
reviews and complaints

Purchased a new Mazda CX-30 with Zurich Shield on March 16. When the vehicle went back for its 1000 mile service, I noticed several discolored spots on the front passenger-side door. Something had penetrated and discolored the Zurich Shield and damaged the paint. The worst damage was the cloudy discoloration of the Zurich Shield. It should be easy and not very expensive to repair, and certainly should be covered by the Zurich Shield warranty. Filed a claim online and never received any communication from Zurich. The claim was marked as closed. When I called, I learned that the damage, primarily to the Zurich finish, was determined to not be covered. I provided additional information and requested a review. Never heard back from Zurich. Zurich provided no process to appeal the denial and has not reopened the claim. Zurich is primarily an insurance company. I should have known better than to purchase their product. The Mazda dealer seems embarrassed by the situation with Zurich and has offered to cover the repair.

I am a mental health provider that specializes in treating trauma. I received a referral to assess a patient for treatment. This patient had a devastating accident at work and was suffering from trauma symptoms. I met with him one time and had planned to provide treatment. The date of service was the beginning of February . Since that time, I have faxed, mailed and called making several attempts to get paid. After each contact, there was a form or more information requested and they would say each time, "this is all you need, give it two weeks." Then they tell me that I was approved to be paid in March and I still haven't been paid. Now they are telling me that they need another form. If it isn't one thing, its another and as a result, this person who is suffering from trauma and can't return to work, is not getting the treatment he needs. This is all over a $225.00 claim they still to this day have not paid. Absolutely unnecessary, unprofessional and so unfortunate for the patients that are needing care that aren't getting it.

I brought my car to a dealership service department because my tail light wasn't working. As per the service department, they told me that the tail light had poor sealing and the socket melted resulting in water getting into the tail light. Zurich denied the claim because they said that any water damage is not covered. While my car is still in service department, I directly called and spoke to a Zurich customer representative by the name of Rich who told me that there was no way the tail light was going to be covered because if there is any type of water damage, the component will NEVER be covered. I asked him to explain to me that logic, because to me if there was water damage, it was caused by the poor sealing and the socket melting. I requested to speak to his supervisor and he told me that "if you want my supervisor to repeat what I just told you, I'll have my supervisor call you and tell you the same thing. He has more knowledge about this but he'll tell you the same thing." I gave him my cell phone number and asked when his supervisor was going to call me since I'm physically at the service department. He said he didn't know when but it would be today. So here I am waiting for a call from a Zurich supervisor.

I bought your gap insurance to pay the difference of what is owed after the auto insurance paid out their portion. Since there was a difference of $1300 to $1800 after auto insurance paid there portion and I paid the remainder, I assumed gap insurance would cover the gap, the remainder that I paid. I was surprised to find you only paid $276 of the $1300 to $1800 I owed and paid out of pocket. Knowing this I should have canceled your product and recouped the $800 roughly that you charged me to by this worthless product. Seems like a scam to me. Also your representative got an ear full from me after she told me I read and signed the contract and told me I missed by $1 receiving the full amount. You can check the call since it's recorded too. So I assume you teach all your representatives to talk like that to paying customers. So the lesson I have learned is gap insurance doesn't pay the gap, you will pay a lot of money for security that isn't there, and that this is pretty much a scam. Zurich North America should be ashamed of itself especially since they have been doing this for 100+ years as they state on the ComplaintsBoard.com page. This was my first stop on review writing for you guys so enjoy the 1 star ratings and message to my fellow consumers to avoid you at all costs. Good job at scamming me and making me look dumb. Congrats! You beat the little guy!

My family broke down 500 miles from home. Being under warranty I called Zurich North America. It was a complete runaround. I was left stranded in a parking lot. First Zurich North America representative said only turn in receipts for interrupted trip. Ok fine sent email 3 times before I was told it was finally received. Ok so my truck is towed on Jan 11 to a dealership. Dealership tells me they won't look at my car until Jan 13. At that point I have to find a place to stay. I book something for 3 nights due to the dealership telling me they weren't going to get to the truck. They end up replacing the transmission on the 14th. I go get the truck but can't drive home till the 15th. Zurich North America now tells me they will only cover 1 night. I paid for a total of 5 nights? A 2-day trip turns into 5 and a nightmare with this company. Only car at *** is $99 well Zurich North America only covers $40? So either I pay or what don't drive? Not an easy process at all. Terrible customer service. I called 3 times to speak to a manager and the one representative says, "Well, take it or leave it," and hangs up. Another representative says we have to take a number and then someone will call you. I've been waiting 2 weeks for a call? But they were all in smiles and nice when they took my check for payment of this warranty. This company only sells these in hopes that no one using them. Such a scam. The one representative told me I only had a $150 limit a day. When I told him I read the contract and it was $250, he said, "Oh well, you didn't qualify." It's been almost a month and I still haven't been fully reimbursed. Don't buy the vehicle warranties, it's a scam!

I called to file a claim on behalf of an individual involved in a car accident in Olympia, WA since they did not. I spoke to Mark D (Seattle, WA office) and gave him my statement of what happened, the driver's name and information. I told him I had a witness and I was just waiting for her to give my insurance company (Progressive) a statement. He said he would need that once it was done. I also sent him a copy of the police report through email stating that it was their insured driver who caused the accident. According to the police report. My witness (who I did not know) gave her statement to my claims adjuster. How I met her. The accident happened on Feb 4th 2021. The following day, Friday I posted on [social media platform] Talks and the [community name] Community Page to see if anyone had seen the accident. (I was told to do this by a friend who is an officer in town). Someone came forward and said they had. We exchanged numbers in a pm and she told me what she saw. She gave the statement to my claims adjuster and my claims adjuster called and spoke to Mark today 2/23. Mark denied the claim and told my claims adjuster that my having a witness seemed sketchy and he would not take it into account and is still denying my claim. He also told my claims adjuster that I did not tell him about my witness, which I had. So this is the way this insurance company is run? Not taking proper information and denying claims when there is a witness. Best believe I will be fighting this. He flat out told my adjuster my having a witness seemed sketchy. Took her information and said he won't need it, he won't be talking to her. He will not change his mind. This is absolutely disgusting.

Zurich claims department is absolutely terrible. My wife got into a terrible car crash due to the negligence of a company that uses Zurich as there companies insurance in October .It has been a long three months with the constant harassing of there customer service agents to move an inch to getting things resolved in the form of payment for the vehicle that was totaled. No one picks up the phone or emails. And it's another solid full time job just to hopefully get an answer from someone. One of the managers quote on quote left a vm to my wife stating unfortunately you are in a rock in a hard place with regards to payment for our vehicle because they needed specific payment that could have been received as verbal consent due to limited staffing due to covid from our finance company. Absolutely unacceptable response and poor customer service on so many levels. Working in customer service industry myself, you never tell a client or customer that or similar comments you would fired no questions asked. The big kicker we found out recently was they mailed the payoff check by normal mail no tracking. Of course the check got lost in the mail during holidays. Now it's a fight to get a check overnighted to hopefully come to the light at the end of the tunnel. Let alone not fair to my wife who is pregnant and shouldn't need the extra stress of not knowing if things will be resolved in time for delivery of our child. You would think it would be a whole lot easier after the company admitted fault at the scene of the accident, for there insurance company to not drag there feet and make the process simple. But unfortunately that is not what happened and we are still waiting on an answer as to overnighting a check they promised last week.

Speaking on behalf of my father, there is a language barrier and I have seen myself in the need to speak for him. My fathers company has transferred the case over to Zurich as a third party, from the beginning it has been a battle trying to get him the right help and attention. He suffered a work injury in which case it has been denied, fine so be it but this was in the middle of January. Since then has there been minimum communication from Zurich and little less my fathers company guiding him or providing the appropriate documentation in a proper and timely manner. We applied for his disability with the state and because there is A CASE FOR WORKERS COMP we provided the case number to the EDD. Then the Edd must have requested the appropriate documentation which they never RECEIVED FROM ZURICH AND THEN The case was also DENIED with the EDD. Fast forward to 03/10 15 days later and if it wasn't for constant monitoring of the EDD CASE and their Notification Center we would've never come across the fact that the agent failed to fill out the form that the STATE sent out back in FEBRUARY 23,2021. (GIVEN THEY DID REQUEST INFORMATION IN REGARDS TO THE CASE BUT THIS WAS NEVER PROVIDED TO THEM) If it weren't for this my father could've possibly had his case with the EDD RESOLVED AND GOTTEN BENEFITS. He's the head of the household, he's not asking for unemployment neither is he freeloading. He's asking solely for a right he has and even then has been presented with one set back after another because he won't be taken serious even after back surgery last Thursday.Now we see ourselves having to start over again because this “agent" left aside on a desk pile an important notice from the state. Also, aside from the poor work ethic there's this lack for proper treatment to those who are not English speakers.

On 6/11, I took my car to get an oil change before a trip to a specific location. My last oil change was on 4/21, but knowing the long trip ahead, I wanted the fluids freshened up. The service tech told me that I would not be traveling as my transmission was broken and needed to be replaced. Luckily, I had purchased an extended warranty from Zurich North America. I was given a rental car for 10 days and was told the transmission would arrive on 6/19. On 6/21, I called the dealership to get an update and was told the transmission never arrived. So I called Zurich North America. I was told the new transmission was scheduled for 6/23. Today, I called the dealer - again, no transmission. I called Zurich North America and was told there was a shipping delay and now, I was looking at the transmission arriving at the dealership on 6/25. Meanwhile, I have to put a new job on hold, had to bunk with relatives with my dogs and my son, my husband and two other kids are in a different location already and Zurich North America can only read all the past comments in the claims account but cannot do anything to expedite the situation. They had the option to work with a specific supplier directly but chose not to pay a little extra and caused me (the consumer who bought their product in good faith) all kinds of costly delays, and possibly my job! Completely inappropriate and careless on their part. They are putting all the blame on the supplier but won't take responsibility for their choice to only approve an aftermarket part when a specific transmission could have been installed on day 2 and I could have been at my destination by now. Truly despicable! From 6/11 to today, 6/23, still waiting at least 2 more days to get the part and another weekend (because the shop is closed on the weekend) and a few more days next week. I am contemplating contacting an attorney for advice, as this is not acceptable! I'm the one losing money like crazy here.

Zurich is deceitful and a fraud, avoid if possible. We had a very clear claim on a vehicle service contract - like crystal clear - and they denied it. Vehicle with 11K under the contract had a water pump fail. Despite even the vehicle manufacturer themselves listing "water pump and housing" as part of the powertrain, Zurich's reply was we have powertrain coverage ... but the water pump is not part of the powertrain coverage ... ... what? EVEN WORSE, it is documented in black-and-white in our contract with Zurich under our Preferred coverage which we paid for, that "water pump" is a covered part! Yes, you read that right - when I said very clear I meant it! - and they still denied it. When I first called Zurich the rep told me "this is an easy one", then it turned into a ping pong match of me needing to go between FCA (Dodge) and Zurich - only to be totally denied on what in reality should have truly been an 'easy one'. Total scam and deceit - why can they do this and why do they do this? Because they know the odds of me getting a lawyer - the time, the cost, the effort - for a $568 repair are low --- they are calling my bluff that I won't fight for such a 'low cost' event. Think about the people they scam like this every day? There is a special place in Hell for these people, and for the amateur claims adjuster in Kansas with "20 years of experience", that decided to first approach me like he was a big deal, only for me to help him realize he is not, he no doubt has his seat waiting. Avoid if you can, there is a reason they have a 2.4 rating out 5! If you are purchasing a car and want to extend the (warranty) coverage, in all seriousness ask first what company they use for their vehicle service contracts, and if it is only Zurich then strongly consider a different dealership if possible, or move forward without the contract, because the money you spend on the contract will be a nice fat bonus for them, and do nothing for you. Avoid, avoid, avoid!

Since my car was in warranty with the dealer my car has been throwing off codes and the stereo would turn off and on along with connectivity issues with plug-ins. From Onstar to Mychevrolet application I kept receiving codes. I complained to the warranty company, Zurich North America, and I complained to Chevrolet. The dealer made me bring it in, several times only to charge me rental fees and diagnostics because they could not find what was wrong. I brought it in when the car locked up again at 60 miles per hour and whiplash me almost hitting my windshield. They fixed the problem but claimed the extended warranty they sold me could not cover it. I called the extended warranty Zurich North America and they claimed Chevrolet never called them to try to put in a claim. One month later it locked up on me again. This time I brought it in they kept for the weekend and I paid the rental again out of my own pocket, and they could not find the problem so they asked me to bring it in when it started having issues again, so I drove it until it started to feel odd so I drove it to the dealership and the brakes were smoking. So they fixed that problem which they said it was a brake booster but they made me pay for the front Rotors and Brakes. I had switched warranty companies at this time because I felt like either Chevrolet or Zurich North America was not being honest about putting in the claim. So my new extended warranty covered the brake booster and the master cylinder and they left me paying for the brakes and the rotors and the labor for the brakes. Along with a ten-day rental because my the warranty could not cover it because of the labor being under 8 hours. Now I have a problem the car will not start at all. I drove it 500 miles last got it out of the shop and I was trying to understand how I'm putting so much money into a brand new car that I purchased on January 1st of 2020. The dealership did not have rentals available. And my neck still has not healed properly since the incident when it locked up on me at 60 miles per hour.

Very poor customer service reps! I called Zurich because my repair shop said Zurich was refusing to pay a $300 claim on VW Jetta for “rodent damage". This type of damage is NOT listed in the contract as reason to deny coverage, but things like water damage, vandalism, lighting, and many other factors are listed. If my car was in a flood, I would understand why it would not covered, which why things like water damage are listed in the contract, but rodent damaged is NOT listed! I called to ask why this was the case and was given the run around by the rep who HUNG UP ON ME! So I called back. This time waiting on hold for at least 5 minutes before a was connected to a rep since they clearly flagged my phone number. The next guy (Andy) repeated the same information as the first. He did not apologize for my experience with the 1st rep and basically admitted he didn't know why rodent damage wasn't listed in the contract but still said the claim would not be covered. He said something like “if rodent damage was covered, we would have thousands of claims to cover……" So why isn't it listed as a reason to deny coverage if it is so pervasive? He did ask for my number and offered to have his supervisor (Marven) contact me. Within about an hour I spoke with Marven who also didn't apologize for the 1st guy hanging up me, and again repeated the same information as the first two guys and basically said in so many words I that didn't know what I was talking about (something like I couldn't read). I asked who I could speak with and he said there was no one in the company that would help me. He very rudely said it would never be covered and still could not or would not answer my question or tell me where it is written down in the contract or anywhere that I as customer would know that rodent damage was not covered. This denial of coverage appears to me to be completely arbitrary and a complete waste of money, especially when their representatives can't even answer a basic question about the contract. I paid $3000 in full for the coverage, and estimate a prorate refund of about $650 on the contract which is twice as much as the actual claim. I will never consider another extended watery from Zurich, there are better companies out there who have better people and better transparency of want will or will covered or not.