Zurich Insurance UK Reviews 

Title:
Shocking Delays & Deliberate Obstruction – Avoid InsureandGo / Zurich Insurance!
​Review:
I am writing this review to express my absolute frustration and disappointment with InsureandGo (underwritten by Zurich Insurance) regarding my claims (Policy: IGA463053177 / Claim Ref: ZUR5/190953 & ZUR5/192651).
​The incident occurred almost TWO MONTHS ago on 8 June 2026 during a cruise excursion. I submitted my initial medical claim on 11 June, complete with all ironclad evidence (cruise doctor’s referral letter, official medical receipt for €352.48, and X-ray findings). Since then, I have sent well over 10 emails pleading for updates, only to be met with complete silence, automated generic template replies, and severe administrative delays.
​Even worse, for a separate simple €40 personal cash theft claim in Rome (which happened during the cruise), where I already provided the official Italian police report, taxi driver’s license plate, and exact locations, they are now demanding irrelevant documents such as "original flight and hotel booking invoices"! Why on earth would flight and hotel invoices be required for a cash theft that happened during a cruise excursion with a local taxi? This is a transparent delay tactic designed to wear out policyholders so they give up.
​It has been nearly two months, and despite submitting a Formal Stage 1 Complaint on 6 July 2026, my money has still not been reimbursed, and no human handler seems to care.

If you are looking for a real challenge in life, have way too much free time on your hands, and enjoy spending nearly two months writing over 15 ignored follow-up emails—only to end up having to escalate the matter to the Financial Ombudsman Service—then by all means, buy your insurance from InsureandGo and Zurich Insurance.

They said they were working to a 27 working day turnround on a pension claim having received all the docs. We complained, and after 27 working days they wrote to say they had not had the time to investigate....and that this would be done in the next 20 working days!!!!!
For years they were brilliant, but that's history now.

Fantastisk service today from Josh at your Swindon Office, he traced an old Allied Dunbar pension I had without a policy number and very few details. He was so professional, friendly and helpful and phoned back as promised within half an hour. Very impressed!

Never ever trust zurich what bunch of crooks denied my.claim with all my.proof complete fraudsters avoid avoid avoid

Fraudulently decline claims on behalf of local councils.

Filed a claim against the council because of a pothole, provided evidence and also requested a sars request from the council, not all information was provided by both parties and they’ve declined the claim. Will be seeking legal action.

No pressure sales, very knowledgeable and helpful.

I'm extremely disappointed wuth how my theft insurance claim has been handled. I am now on week 19 of the claim with no decision and no escalations have been made after I made customer service aware. I even wemt through my final year university exams without a response even thought they were aware the stolen gadgets were crucial for my uni work and have yet to be replaced.
Even after providing seceral documentation the burden of proof has been placed on me instead of a genuine effort from the co to solve it efficiently.
I would NOT recommend them.

Unfortunately, Zurich insurance getting claim management companies like Gallagher Basset are responsible for their poor performance hence 1 star only. The delays with travel insurance claim is absolutely not necessary. They are dragging it for months: asking for the same information that was submitted or asking random questions. Like please provide this information, then they wait 3-4 weeks then asking for something else, then wait again then asking for something else. All the questions could’ve been asked in one email but no they decide to do it separately. The experience is beyond the joke!

DO NOT USE THIS COMPANY!
Not helpful at all, they tell you 2 weeks for a reply and 4 weeks later i've had nothing, chased so many times and you just get pushed to one side.

Insurance companies need to start looking after customers instead of pushing them into the dirt.

Terrible!
I added on the insurance for a stay for a weekend in Manchester.
I was covering I needed to cancel the room
Due to my health and having 2 fit notes as I had shingles which is highly contagious I couldn't stay.
They are saying that the room is now non refundable but yet I paid the insurance to cover if I had to cancel.
Can this be looked in to? My health can't be helped these things happen and I think I'm entitled to a refund if I have a fit note to state I can't be around anybody!!

I am extremely disappointed with the service I’ve received.

My car rolled into my garage door over six weeks ago, and despite making numerous phone calls, the damage still hasn’t been repaired.

The company assigned by Zurich has been completely unresponsive. I asked the initial claims team several times for someone to contact me because this had become a security issue, as the garage door would no longer close properly. Despite these requests, I received no phone call and no updates.

The situation became even more serious when the wind caught the faulty garage door, forcing it open and causing it to strike my three-year-old grandson. He had to be taken to hospital. Thankfully, he is okay, but this should never have happened.

Even after such a serious incident, the issue remains unresolved, and I still haven’t received a call to discuss the repair or the delays.

I understand that claims can take time, but a complete lack of communication, particularly when there are clear safety concerns, is unacceptable. I expected far better from a company representing Zurich.

It didn't start well, which is why it's only 4 stars! Having initially started talking to Libby, I was put on hold and then the call rang through to another operator, Hannah. Although I had to run through my query again, Hannah was excellent all through the call and provided answers to my questions.

Worst Insurance Company on the go a absolute shower of time wasters dont waste your money

Ayrton was helpful thorough and patient - very helpful and good experience dealing with Zurich

Complete scam — A avoided claim through a bureaucratic loophole.

Rating: 1/5 Stars

​I bought travel insurance with CBP-Zurich thinking I was protected, but they are just looking for any excuse to pocket your premium and deny your claim.
​My luggage was damaged, and when I filed a claim with CBP-Zurich, they flat-out denied it. Their reason? I didn't file a report with the airline first. The catch is, they never told me this was a requirement until after the airline’s statute of limitations to file a report had already run out.

​What is the point of paying for independent travel insurance if they completely refuse to reimburse you and rely on bureaucratic traps to avoid paying out? Their customer service is zero help and intentionally runs out the clock on you.

Absolute scam. Avoid CBP-Zurich at all costs!!

Took out Travel Insurance in complete good faith, I had to cancel my holiday as I was diagnosed with a serious illness, I had to cancel my holiday, Zurich refused to pay out even though it was clearly covered.

I have a Zurich Policy through my work scheme and they have been very with medical underwriting. Took them nearly a year to start the process and then the process is so slow where they delay over simple things, ignore you for month's at a time and play for time. Update: since resolved but needed a lot of contacting to get things sorted unfortunately.

I purchased travel insurance through GreatCover in good faith, with Zurich as the insurer and Gallagher Bassett appointed to handle the claim. Based on my experience, this has been one of the worst customer service and claims experiences I have ever had.
My claim has been ongoing since March 2026 and still has not been properly resolved. I have provided documents, written explanations, supporting evidence and repeated clarification, yet I have been asked the same questions again and again. Instead of a fair and efficient claims process, I have faced delay, confusion, poor communication and what feels like a complete lack of accountability.
Gallagher Bassett’s handling of the claim has been appalling. They made incorrect assumptions, requested information that had already been supplied, asked for irrelevant documents, closed and reopened the claim, and dragged the process out for months. I have had to repeatedly chase, correct mistakes and explain the same facts.
Zurich later acknowledged concerns about the way the claim had been handled and offered compensation for poor service, yet the actual claim still continued to drag on. That says everything. Even after poor handling was acknowledged, the situation was still not properly resolved.
GreatCover sold me the policy, Zurich underwrites it, and Gallagher Bassett administers the claim — but as the customer, I have been left stuck in the middle while all three have failed to provide the service I paid for.
Travel insurance is supposed to provide peace of mind. My experience has been the complete opposite: months of stress, wasted time, repeated questioning, poor communication and no proper resolution.
Based on my personal experience, I would strongly warn others to think very carefully before buying any policy connected with GreatCover, Zurich or Gallagher Bassett. I regret purchasing this policy and would not trust this claims process.

——————

I have already provided the requested claim details privately and have also contacted Zurich directly.

However, this matter has already been reviewed by Zurich under complaint reference 00243812. Zurich acknowledged that the claim had not been handled correctly and awarded compensation for the poor service, yet the underlying claim still remains unresolved.

I have therefore now referred the matter to the Financial Ombudsman Service.

I hope Zurich will now carry out a proper senior review of the complete claim history rather than asking me to repeat information that has already been provided on numerous occasions.

I will update this review if and when the claim is resolved fairly.

I have been shunted from one email address to another. I am so disappointed its just not funny. Incident happened 3 May it is now 19 June and I'm still being shunted around, whilst the other party is getting seriously aggressive