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Zurich Life Complaints Procedure

How to make a complaint

If you are a policy owner, beneficiary or insured person, and are not satisfied in any way with your policy, you should contact our Customer Services team. If we are unable to satisfy your complaint, you may have recourse to the Financial Services Ombudsman's office. Details of the services provided by the Financial Services Ombudsman can be supplied to you upon request.

Zurich Life Customer Services

Tel: (01) 799 2711
Fax: (01) 799 2890
E-mail: customerservices@zurich.ie

Useful contacts

The Irish Insurance Federation,
39 Molesworth Street,
Dublin 2
Tel: (01) 676 1820

Financial Services Ombudsman's Bureau,
3rd Floor,
Lincoln House,
Lincoln Place,
Dublin 2
Lo-call: 1890 88 20 90
Fax: 01 6620890
Email: enquiries@financialombudsman.ie
Website: www.financialombudsman.ie

Our complaints management

We have an unrivalled reputation for excellence in the insurance industry. In line with our documented internal complaints procedure, the customer services area collates all policyholder complaints and monitors them on a weekly basis to identify any trends which need to be resolved or where customers have raised issues which need to be addressed. This continuing measurement process also helps towards the business objective of reducing customer complaints.

We are fully compliant with the Irish Insurance Federation and the Financial Regulator codes of practice in this area, and are further fully committed to reducing the response time to complaints. Currently the company has a policy of addressing a customer complaint within three working days and we also endeavour to improve the quality of responses to complaints.

In order to ensure that any customer who complains obtains a quality response, all complaints are referred to customer service supervisors and all written responses are approved at a senior level. This is part of our standard complaints management procedure.