How to Complain to Zurich UK

Zurich says people with general insurance complaints (such as car, home or travel) can first raise it with their usual Zurich contact, broker or intermediary, or use its online complaints form or write in. It has separate complaints pages for life insurance, pensions and investments, for corporate risk, and for data protection. source

Zurich says you can go to the Financial Ombudsman Service within 6 months if you are unhappy with its decision. For life, pensions and investments it notes the regulator expects complaints to be resolved within eight weeks. Scheme: Financial Ombudsman Service. source

The FCA's rules say an insurer must handle claims promptly and fairly, give you reasonable guidance to help you make a claim and appropriate updates on progress, not unreasonably reject a claim, and settle claims promptly once settlement terms are agreed (ICOBS 8.1.1R). source

For consumer policies, an insurer rejecting a claim because of a misrepresentation is generally unreasonable unless it was a 'qualifying misrepresentation': you failed to take reasonable care not to misrepresent, and the insurer can show it would not have written the policy at all, or only on different terms, without it. source

Rejecting a claim because you breached a condition or warranty is generally unreasonable unless the circumstances of the claim are connected to the breach (for contracts on or after 1 August 2017, with exceptions in sections 10 and 11 of the Insurance Act 2015). source

For home insurance, the aim of a settlement is generally to get you back to where you were before the loss or damage. The insurer decides how to settle, for example by repairing, replacing or paying cash, but the Financial Ombudsman Service expects it to consider your circumstances. source