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- s8404677's review
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Picture courtesy of John-Paul.
| Customer Service | 5.4/10   |
|---|---|
| Value for Money | 5.3/10 |
| Reviewer Rating | 5.1/10 |
| Overall Rating | 5.1/10 |
By s8404677 on 9th Dec 2005
| Have you made a Claim | Yes |
|---|---|
| Customer Service | 3/10 |
| Value for money | 0/10 |
| Overall value | 0/10 |
 s8404677's recommendation | |
Competitive premiums
Friendly call centre staff (but see below)
Call centre staff give very unreliable advice
Senior management disinterested
Very poor complaints handling
Claims department very difficult to contact
I've been insured with Zurich for 4 years (motor), and simultaneously for 3 years (home). I've always been pleased with the premiums (although not the cheapest) and the service - until I had to make my first ever motor claim following an accident...
It is now 25 days since the accident, and I only yesterday managed to get hold of the engineer who has valued my old car (below it's current market value of course). I now have to do all the running around to provide evidence of the real value of the car - he wouldn't look at the internet while I was on the phone, and wouldn't allow me to e-mail him the evidence - must use snail-mail - despite the fact that I had queued on the phone for well over 1 hour just to get someone to answer the phone!!
In the meantime, I agreed to let them insure the new car I bought until the end of the current insurance year (March 2006). Now their quote was actually a significant amount higher than others I had, but their adviser told me that he would have the cover note with the dealership the next day, so I agreed to pay the extra. Of course this didn't happen. I then started to complain and eventually ended up speaking to the "Customer Care Manager" (which is, it appears, as far as I can take a phone complaint). I was told I would have a 14 day cooling-off period, which the manager later told me was not right. I was told the cover note would arrive the next day - which didn't happen. I was told I would get a call back from a manager within 30 minutes - I waited over 2 hours and then had to track her down myself
So after taking my money for 7 years worth of premiums (although they acknowledge only 1 year because 6 years were through a broker - regardless of the fact that Zurich get your money and provide the insurance!), they would not agree to waive a cancellation charge or to put things right!
The Customer Care Manager has offered to provide "feedback" to several agents that I have dealt with (so obviously they have done something wrong), but will not even make a goodwill gesture on my account!
I will NEVER use Zurich insurance again!
If you expect to receive any kind of service in the event that you need to make a claim, I would strongly recommend you stay well away from Zurich insurance
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