Zurich Insurance UK Reviews 

Terrible customer service, what feels like delay tactics so I'll drop the claim under travel insurance. Claim submitted 2 months ago, they take ages to reply to emails asking for information already provided and most recent one is asking for information about my cruise when I was on a ski holiday,making me suspect that their information governance and data control is poor and another individual may now be privy to my medical reports. Despite a claim reference there seems to be no ability for those dealing with it to actually look at the records, follow any kind of trail, let alone structure a sentence that makes any sense, or with any kind of grammar. Given this is through Gallagher Basset they'll get the same review.

Yet another reply that says nothing. The time taken for your department to fend off distressed clients should be better spent actually providing the real answers.
Zurich are holding some £80,000, this in not in doubt.
My family requested release of the sum in March. MARCH!
Yet the best you offer is '"you are looking into it"
to remind you of the time-line and of your continued waffle.
25/02/26 acknowledgement from Sterling of death
26/02 replied with copy of will and information as requested
05/03 email requesting our details again
05/03 re sent such details
13/03 received furer letter re policy value, being the probate value. also re requested again ID which had been sent on 05/03
01/04 spoke with your Josh Fletcher, now informed requirement to complete IHT423, and would take his department 9 days to complete
02/04 send IHT423 requesting Stirling pay the IHT.
SEVERAL NON-PRODUCTIVE CALLS LATER.
24/04 received letter Sterling/Zurich refuse to pay IHT
24/04 call helpline am now informed that probate is not required in order to release funds in contradiction to previous information .
24/04 claim forms and ID sent via email
01/05 receive email refusing to accept ID forms
06/05 send via post further ID
07/05 Receipt is confirmed
18/05 called helpline lasting 35 minutes.no information forthcoming.dismissed, delayed and waffle of excuses.
28/05 16 days from receipt of ID forms.
So, what is it that you are actually looking into. Hs Zurich not got the funds to repay us, is zurich simply a gigantic Ponzi scheme?
Just pay us, This Monday would be promising, and if you are unable to do this tell us why, not "we are concerned nonsense, or we are looking into it FOB."

I am disgusted with this company given the circumstances. I sent the below yesterday as well as a a phone call where the lady told me she would raise a complaint but they may not call me back. Email read yesterday and still nothing.
Dear Sir/Madam,

I am writing to raise a formal complaint regarding the handling of my late father’s Adaptable Life Plan claim.

My father passed away on 3 May 2026. I notified Zurich of his death on 5 May 2026 and requested that the policy claim process be commenced.

Having chased this matter today, I have now been advised that due to internal restructuring within your business, I will not receive further correspondence until 25 working days from 5 May.

I find this wholly unacceptable. Internal restructuring is not the responsibility of bereaved customers and should not delay the administration of a life insurance claim. I have already experienced another insurer settling a separate life policy within one week, demonstrating that timely handling is entirely possible.

Please treat this email as a formal complaint and confirm:
• Why this delay has occurred;
• What stage the claim is currently at;
• When payment can reasonably be expected;
• Whether the claim has yet been allocated to a handler.

I would appreciate urgent escalation of this matter.

28/5 Still nothing
28/5 Charlotte I don’t know what you can do differently as Ive emailed 3 departments without any reply. Looking at reviews others are in a similar situation. Buying something from you now that’s a different ball game. Let’s give you benefit of doubt and trust I will get a speedy resolve !
01st June Still NOTHING !!!!
01/06 Just spoken to Michelle Heldt on the 01793 514514 number... what a waste of my time and now my anxiety is through the roof.
From the date I told them of fathers passing 05th May it is 20-25 WORKINGS days for the pack to be sent out. Then !!!!! a 35 WORKING DAYS from them getting all paper work back for them to decide to pay out. Can not speak to the bereavement team as they are in a "back office" Re-structing began end of April, prior to that it was 5-10 working days turn around....When asked to speak to a manager they are all in a "meeting" given Michelle told me there are only maybe 10-15 people working in team might be wise for them to get involved......... IF ANYONE READING THIS just look for other options HSBC paid out in a week.
04/06 Still nothing..............
7th July, 52 working days and still no pay out
AVOID

So, my complaint is 'being looked in to'. No update and still no date for my pension to be paid out. Enough really is enough now Zurich. I'm off to write to BBC radio 4 money box and the Guardian money section.

I was give incorrect information about my pension. And my contribution payment was not allocated to my pension. If I hadn’t of check I wonder if it would have been pickup. I am waiting for an explanation as to what happened.
It was a month earlier I made the payment. I asked for a statement and my last 2 payments were not on the statement. It doesn’t fill me with confidence that Zurich can loose £30,000

The engineer is very knowledgeable and helpfull.

Origionally was quoted £13, until they found out I had been to the doctors to seek help for my mental health, this then increased by 9 times.
I understand they have to increase this due to risk but this seems absolutely ridiculous. In effect, if I hadn’t gained support this would be much cheaper and more adorable a month!

Needs help, support and guidance to help people get through better assistance to help themselves in the process to get the right outcome to get better results..!!!

After ringing to cash my pension in on April 27th with Zurich and scotish widows. Zurich certainly don't like parting with your money, whereas I was paid out by scotish widows within the same week 1st May.
I tried to reach out to Zurich on twitter 5th May to be told someone would contact me, but its another week gone by and still no contact or my money.
I would advice anyone who's thinking of using this company DONT. There customer service is non existent and if I could give no stars I would've done as that's not earned.
UPDATE
It's now the 15th May and still no contact from Zurich, even though I provided them with my details. They make it look on here that there reply is to help you, but in actual fact they just ignore you.
UPDATE.
Zurich replied making out they had passed my details on to the right department, but yet it's now the 18th May which is the 21 days they stated i would be paid and been waiting for a call back since 5th May.
Incompetent is an understatement.

I asked to claim my pension on 17th April. I called on 24th April for an update to be told they had missed my date. Called again on 1 May to be told there was a form missing although I sent it back in my pack. 18th May and I am being told it will be paid soon but no date can be given even though my pension has been drawn and due to the delay it is now £300 less so who has to cover this?????? Also put a complaint in on 1 May and apart from an automated e mail absolutely nothing and being told I would be contacted soon. Not sure on how long this soon means.

No messages received so not sure where you sent that or is that coming soon as well?

They answer on here to make it look like they are interacting but they don’t so its all for show

3 months claim is still pending waste of money

Claimed my pension on 27th April 2026.

All paperwork submitted in February 2026.

Phone messages received at least twice a week saying everything was in hand and would contact further when completed. Also able to track on the Zurich pension portal.

Last communication 24th April. No messages since. No updates.

All previous communications in telephone calls, messages and literature state pensions are paid out up to 10 working days.

Around the claim date, my pension was closed on the portal stating I had no active policies. Anxiety rising.

Telephone call to the UK based call centre. Confirm my claim is still going through however no further details. The pensions bureau are behind with work due to training and restructuring. It feels like the advisors are regurgitating a script and can not answer and query.

1/ This has not been communicated to me in any form. Surely as a customer I should have been warned.
2/ why does this re-structuring have to effect me? To me, I am losing out on interest from my money I could invest or pay off debt I am paying interest on.
3/ Surely I should have been told that my plan would disappear from the portal.

I now have to put my life on hold because a financial institute is re-structuring. This is supposed to be a time in life to relax and enjoy life.
Due to having been the victim of financial fraud previously, this feels very familiar. Ghosted, no information, strung along, not being able to communicate with anyone who can answer questions, fobbed off, no timescale, moving objectives.
This situation is worrying.
Certainly feels like I am not a priority as a customer.
This really sours what I had hoped would be an exciting time.
Very disappointed with this customer service.

Update 18th May. Still no contact and still no money.

Update 25th May. Still no money.

Update. 28th May Still no money. Over a Month waiting.

Update. 29th May. Still no money. Guess what? More delays.
Help centre not helpful. Answers feel scripted. Losing patience.

Update. 1st June. Paid out. Still no contact from Zurich. Burying their head in the sand.
24 working days. Not acceptable.

Update. 10th June. Email from complaints department apologising for every point I raised. Hopefully it will help other customers.
Payment in compensation transferred to bank.
So that is a line drawn under it.
Would I trust Zurich again?
I think I would need to have stricter business terms re communications before going anywhere.

My Mum 87 year old mum has life insurance with these, Dad passed away 2 months ago but still no sign of them paying out despite us sending everything they need (their words). They said they need to review it and that will take 24 working days.
Mum took this insurance to pay for the funeral etc as she was only on state pension. The way it’s going she won’t get to see it, she had another little one with Royal London, they paid out within a week. It’s not just mum, look at the reviews, they are a disgrace

Zurich dealt with my claim well and kept me informed constantly! Thanks

Person I spoke to was very helpful and solved my problem for me quickly

Don't break a limb abroad if you're "covered" by Zurich. Zurich's partner Healix didn't approve our claim until almost three weeks after the incident, by such time as we were already home, £10,000 out of pocket and the problem of another third party from whom we have to attempt to claim back our money.

Very professional , friendly and helpful staff.

As underwriters of our travel insurance broker (AllClear), Zurich has been an absolute disgrace in dealing with our claim. Following my wife's injury while abroad the three parties involved (AllClear, Healix and Zurich) did not give a damn and were happy to leave my wife stranded despite the medical advice to fly her home. After several weeks of suffering and with the help of neighbours we managed to get my wife to a hotel for two nights (less than £50 per night) where she was able to shower and rest. After months of emails trying to claim back expenses that occurred as a result of her accident, Zurich has requested a note from a medical professional justifying her use of a temporary hotel. Shame on you Zurich you are a disgrace.

Life insurance is a lot to think about but my experience was easy and knowledgeable