Zurich Insurance UK Reviews 

Zurich Insurance are very helpful explain everything clearly are pleasant to talk too if you have a query they sort it out straight away.

I never imagined I’d be writing a review like this, but I really hope it helps someone else avoid the distress I’ve gone through.

I have a long-term medical condition that affects my daily functioning. Trying to manage a Group Income Protection claim on top of that has been isolating, confusing, and far more emotionally exhausting than anything I expected. I'm already incapacitated due to my health — and instead of receiving the rehabilitation support these policies promise, the process has added so much stress that it risks making my situation even harder to recover from.

What shocked me right at the start was the reason my claim was rejected. I was told there was a “breakdown in the employment relationship.” This is completely untrue. I am still employed, more than a year later. Neither I nor my employer believe there has been any breakdown. It had nothing to do with my health, and nothing to do with reality. Yet it became the basis for rejecting a claim that is supposed to be about medical incapacity, not imagined workplace issues.

Then came the contradictions.

In August, I was told in writing that the medical evidence used to reject my claim was “factually incorrect.” I was assured everything would be restarted on the right footing. It was the first time I felt there might be a fair route forward.

Then in September, everything flipped. Suddenly the same evidence was “not inaccurate” after all. Omissions “didn’t matter.” Everything previously admitted as wrong was now somehow fine. No explanation. No accountability. Just an entirely different story as if the earlier one never existed.

When you’re sick, this kind of contradiction is not just confusing — it’s emotionally destabilising. You start doubting your own memory, your understanding, your sanity. I felt completely lost.

And then the silence started.

For months, I’ve had no access to anyone handling my claim. No meaningful updates. No written acknowledgement of my complaint. No answers to serious concerns I raised. Every time I called, I heard the same scripted line without any real information. It feels like being trapped in an endless loop, powerless and ignored.

This has taken a real toll on my health. My GP even documented that the stress and the assessment they wanted me to undergo could cause serious harm. I shared this clearly. Yet there was no sign of any reasonable adjustment, support, or even acknowledgment of the risk. The whole process left me feeling emotionally exposed, unsafe and completely alone while already struggling.

I want to make clear: my frustration is not with the individual call handlers — many were kind and clearly uncomfortable because they couldn’t give me real answers. The problem is the system, which feels disjointed, inconsistent, contradictory, and impossible for a vulnerable person to navigate.

Being unwell is already isolating. Going through contradictions, silence, and rejection reasons that don’t reflect your actual situation makes it ten times worse.

Nobody who is sick should be put through this. Absolutely nobody.

Keep tuned — I’ll share more of what I’m going through, once my health allows, so others can understand the experience and hopefully avoid facing the same situation.

Really simple and quick to set up.

Easy to use simple questions great communication with call centre

24 November 2025 – formally instructed Zurich to cancel my family insurance policy and stop all payments immediately.
Confirmed in writing the same week – clear instruction: NO FURTHER PAYMENTS.
NINE FULL DAYS of total silence – no acknowledgement, no confirmation, nothing.
TODAY, 03 December 2025 – Zurich deliberately and illegally took another payment from my account.
This is not a “processing delay”.
This is not an “oversight”.
This is unauthorised theft of money after a legally valid cancellation.
I have been a customer for years, paid thousands in premiums, and the moment I cancel you ignore me for over a week and then steal money you were explicitly told not to take.
Absolutely disgraceful, immoral, and almost certainly illegal under FCA rules and the Consumer Rights Act.
I have already escalated to the Financial Ombudsman and will be contacting the FCA directly. Every email, call recording, and bank statement is saved and ready.
Zurich – refund my money , confirm cancellation in writing today, and explain how you think this behaviour is acceptable – because right now you look like cowboys who cannot be trusted with anyone’s money.
Never again. Avoid at all costs.

Booked a hotel room and couldn’t attend due to illness, paid for insurance through Zurich , once cancelled and claim lodged had no response for 2 weeks untill I rang them , then it was the old , oh we are just viewing your claim today ! Deleted booking email by mistake but had insurance policy from them , bank statement , original insurance policy application, cancellation booking through booking.com . After waiting on the phone 2 times for 40 minutes each on hold , and looking like there is no chance of getting my money back I have given up and lodged a complaint through trading standards . Also was asked for receipts of medication while I was ill, I mean who gets a receipt for ibuprofen ! I would avoid these people at all costs, just typical insurers doing what they can to get out of paying what they owe . AVOID !!!!

Worst experience while claiming travel insurance, they asked lots and loads of documents, after gathering and submitting all the documents (it took 1.5 months in total to fulfil their documents requirements) , they wanted to have video call interview of around 1-2 hours (I mean really!!!) for medical claim of 1000£ something value, I would never go for this insurance company and would not recommend anyone to have insurance with this company.
I was busy on the day of video interview, they refused the claim.

Seems like I got scammed in name of Insurance policy payments. Always read negative reviews about company before buying any insurance, everything would go smooth until you make a claim.

I put a claim against my housing as they cause damp n mold to my property after placing storage bins to the outside wall of my home where water coming of the roof soak though the roof I fought these for Las 8 months not Zurich is making me wait 7 days for my compensation as we live in the digital era it can be in my bank instantly disgusting service

I paid in a oension for 20 years with Allied Dunbar. I was not to know that Zurich took over my pension. Then decided without consultation or my permission to end pensions. They will only pay me the pot which after 20 years is pitifully small. I also had a pension running in parallel and only 9 years contributions. It’s paying me a monthly oension plus I had a decent drawdown which is worth double the Zurich one. I feel so cheated

Further to this review. I have had Zurich phone me up about this matter. I have now escalated this complaint to the next level.

I booked travel insurance with Zurich via Booking.com (I thought Zurich was a recognised brand) and then sadly had two reasons to cancel our trip (both reasons clearly recognised under the policy).

I tried to claim straight away via the online form (20 October), which didn't "recognise" my policy number. So I called the number provided and also emailed all documents needed as set out in my policy.

After a lot of back and forth chasing on the status, I was told by email that all documents were received and my claim was set being up.

Then when I followed up again about the status, I got an email on 5 November that I should call to set up the claim (again?) by phone. This was puzzling since I had been told the claim had been set up. However, I phoned and the lady on the phone apologised, confirmed all documents had been received and said my claim would now be dealt with on an expedited basis. That was on 5 November. Again, no updates, I chased them twice last week and now got an email on Friday asking me to send all documents again(!) as if nothing had ever been sent. So I have sent it all yet again and attached previous correspondence and documents.

Zurich has outsourced this to "CSA" Claims Settlement Agencies Ltd, a Gallagher Bassett company. I have spoken to or emailed with Josh F, Rhianna, Jacob, Marni, Oliver and Chloe and with some of them several times for an extremely straightforward forward claim with evidence from a solicitor from a well known and highly reputable city law firm as well as a doctor employed by a well known and reputable health insurance.

I feel extremely uncomfortable with and concerned by how Zurich is handling customers via this third party business. I thought Zurich was a quality insurance but CSA is not handling this professionally. Either CSA are disorganised or intentionally trying to wear me down. It's the kind of thing you read in your Sunday newspaper and reflects extremely poorly on Zurich.

If you are booking a holiday via Booking.com, think carefully before buying an insurance from Zurich. I will never again.

MY experience was great, it was easy to insure with Zurich.

Excessive paperwork printed and sent out, so unnecessary. Save a tree and plant a new one….
Apart from that, so far so good.

Business-like but friendly approach from adviser. Quick understanding of enquiries.

Zurich is an awful company and totally refused my claim for kidney cancer and removal of kidney, I was made to feel my cancer was totally insignificant in which it wasn’t as has totally changed my life,I would advise anybody to totally avoid Zurich critical illness cover as you seem to only qualify for a claim if you’re terminal where as other companies would have definitely paid my claim.

Clear lines of communication structured time frame

Tried to claim for a leak from the bathroom. I was told that because the leak was not from pipework, that it was not covered. I would not use this company for insurance again

Awful company to deal with , never claimed a thing in my life over 30 years of travel. Treated like a criminal picking over every reciept and doing nothing to help when luggage lost and confirmed by tour opperator. Will do any thing not to pay out. The agent on the phone is very unprofessional and clearly had a mandate of making the proccess of claiming to be delayed , have had to pass to the onsbudsman as they still not paid the claim from the date of missing luggage 9th sept

Poor experience do not use this company. I had a buildings claim following a roof leak which damaged my property.
Zurich took 6 months dealing with the claim. The staff were useless no customer service and unhelpful and unfriendly. Never seen anything like it.
I had to chase them up frequently however they never replied to my emails in the six months I had 2 emails from them. I had written evidence from the landlord regarding structural repairs which are needed to be done annually however they do not believe the landlord is responsible for this. I’m the leaseholder and I am not responsible for repairing a roof in a block of flats. The damage remains to my bedrooms and hallway and now I’m expected to bear the cost of the repairs. It’s a recurring roof issue and Zurich are on the landlords side who have neglected repairs that should be carried out on a regular basis. Please do not use this company they have wasted over 6 months of my time. I have had to live in damp and mouldy conditions. Please please avoid them Do not trust them use a better company that puts its customers first.

Took out travel insurance through Booking.com for a work trip. Turns out the policy didnt cover me for a work cancellation and these people refused to pay out when the trip was cancelled. The reason was that they classed the cancellation of the work trip as a cancelled "appointment" and wouldnt pay up. This took 3 months of correspondence. You pay for this cancellation insurance in good faith, to give you peace of mind and these shameless people do everything they can to wiggle out of paying up! just don't buy thier policies, they are worthless.

They always provide an excellent service, their staff professional and friendly