Customer Complaints

Complaints handling process for Zurich Insurance customers

We’re here to help if you’ve got a concern about our service. We take all complaints seriously and aim to sort them out quickly and fairly. Here’s how you can make a complaint and what happens next. 

For complaints about Zurich Life, visit Complaints | Zurich Life.

How to make a complaint

If you’d like to talk to us about your complaint, call us on (01) 667 0666. 

  • A senior staff member in the relevant area will handle your call first.
  • If you’re not happy with the outcome, we can escalate it to our Customer Services Co-ordinator for review.
  • You don’t need to put your complaint in writing unless you want to. 

If you’d rather write to us, you can: 

Once we get your complaint, a member of our Customer Support team will acknowledge it within five business days. They’ll handle your complaint until it’s resolved. 

Response time-frames

We follow the Consumer Protection Code, which means: 

  • We’ll acknowledge your complaint in writing within 5 business days.
  • We’ll give you the name of the person handling your complaint.
  • We’ll update you in writing at least every 20 business days.
  • We’ll aim to resolve your complaint within 40 business days.
  • Once we’ve completed our investigation, we’ll write to you within 5 business days to explain the outcome. If we’re making an offer or settlement, we’ll explain the terms.
  • If you make a verbal complaint, we’ll offer to treat it as a written complaint.
  • We’ll let you know how to refer the matter to the Financial Services and Pensions Ombudsman (FSPO) if you’re not happy with our response.

Escalating your complaint

If you’re still not satisfied, you can contact the Financial Services and Pensions Ombudsman: 

Your right to take legal action remains unaffected by any of the procedures outlined above. 

Compliments

We’d love to hear your positive feedback too! Email us at compliments@zurich.ie, and we’ll make sure your comments reach the right person. 

Terms, conditions and underwriting criteria apply.