Not upheld: claims handling, customer service, provision of guidance during medical emergency complaint against Zurich Insurance Company Ltd

Decision detail

Summary

Miss Y complained that Zurich failed to provide appropriate guidance and support when she became unwell abroad and attempted to submit a travel insurance claim. She alleged she could not reach Zurich by phone, did not receive promised call backs, and received conflicting information about how to submit her claim. The ombudsman found that Zurich attempted to call Miss Y as recorded in its system, responded promptly via email once Miss Y requested that communication method, and provided correct claim submission information multiple times between September and November 2025. Although there was some confusion about submitting the claim to her bank, this was rectified. The ombudsman concluded that Zurich's process of using different departments and agents is standard practice and not unreasonable, and therefore did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman applied the relevant rules requiring insurers to handle claims promptly and fairly without unreasonably rejecting claims. The ombudsman found that although Miss Y experienced difficulties reaching Zurich by phone, Zurich responded reasonably quickly via email once Miss Y requested that communication method. The ombudsman was satisfied Zurich attempted to call Miss Y based on system records and subsequent email confirmation. Regarding conflicting information about claim submission, the ombudsman found that Zurich provided correct information multiple times and rectified the confusion about submitting to the bank. The ombudsman noted that Zurich's use of different departments and agents is not unusual or wrong, and that insurers have up to 8 weeks to respond to complaints.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website