I've been with Zurich, Eagle Star then Zurich again for both home insurance and car insurance since the mid 1990s. I claimed on my car insurance in 1997 when my car was written off after someone tried to steal it.. The service was excellent and the cheque arrived swiftly. I had a similar positive experience when I claimed on my home insurance for a leaking water tank (ceiling replastered and room redecorated) in 2003.
To say that they have gone downhill would be an understatement. The last couple of years renewal quotes have been high and only came down when presented with alternative prices from price comparison websites. I find the fact that insurance companies seem to put all their efforts into attracting new customers whilst taking existing customers for granted highly objectionable but stuck with Zurich because of their past good service.
I was involved in my first ever road accident in June as well as three other parties. Basically due to mistakes made by Privilege (the third party insurer of the person who ran into the back of me - but that's another review) and the lacklustre response of Zurich Connect it is nearly nine weeks since the accident and I don't have a repaired car or a cheque.
Main complaints: - never getting in touch to update on progress (or lack of it); - inabilty to take anything forward unless you constantly phone to chase progress; - apparent inability to communicate between different departments let alone the different insurers involved; - no sense of urgency - a vehicle inspection I was promised nearly three weeks ago was only sorted out by ZC at the end of last week after I chased progress and found nothing had happened.
Although there have been some helpful staff you rarely speak to the same person twice and too many of them seem to think their job is to just hand out phone numbers for you to do all the chasing - I didn't realise I'd bought DIY insurance.
It's possible that Zurich Connect might have been OK on its own but combined with Privilege has provided an awful customer experience and certainly doesn't appear to have much interest in getting me back on the road.
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