Claims
Our claims commitment
At Zurich, we recognise that the claims experience is a moment of truth for our customers, giving us the opportunity to deliver on our promises.
Each claim is dealt with individually by our dedicated specialists, ensuring that that we deliver an honest and fair outcome for every customer. We are proud of our excellent reputation and record in paying claims, while providing comprehensive support during difficult times for our customers.
Claims process
If your client needs to make a claim, it’s likely they are going through a difficult time in their life. We are here to help make the claim process as stress free and straightforward as possible from the moment they first contact us.
As always your client will have access to Zurich Support Services, a free and comprehensive service that offers counselling and full support whenever they need it.
LPP (Life protection policies) - what we need and how to contact us
Call us
Phone our UK based team from Monday to Friday, 9.00am - 5.00pm (except bank holidays).
We may record or monitor calls for training and quality purposes.
Email us
For all claims including multi-fracture:
Write to us
- Zurich Assurance
Protection Operations
PO Box 4157
Swindon
SN4 4QB
We will require the following information for Life Claims:
- Policy number
- Name of deceased
- Cause, date and place of death if known
- Name, contact details and relationship to the deceased of the individual claiming
Critical Illness, Income Protection, Children's Cover, TPD, Waiver of Premium and Multi-Fracture we will require the following information:
- Policy number
- Details of the claim
- GP and Medical Specialist contact details
- Copies of any medical reports relevant to the claim that your client may have
Income protection policies have specific deferred period (4, 8, 13, 26, 52 or 104 weeks) after which benefit is payable. We strongly recommend your client notifies us of their absence as soon as possible as it may be that we can support them by using the services of our Rehabilitation team before the end of the deferred period.
Pre-LPP (Life protection policies) - what we need and how to contact us
Call us
Phone our UK based team from Monday to Friday, 9.00am - 5.00pm (except bank holidays).
We may record or monitor calls for training and quality purposes.
Email us
For Life claims:
For Income Protection, Critical illness, terminal illness, TPD and Waiver of premium:
Write to us
- Zurich Assurance - In Force Claims
Unity Place
1 Carfax Close
Swindon
SN1 1AP
Life claims
We will require the following information:
- Policy number
- Name of deceased
- Cause, date and place of death if known
- Name, contact details and relationship to the deceased of the individual claiming
- Name and contact details of the legal next of kin (if known)
In most cases we will need to see an original death certificate. In some instances we may be able to verify the death online. If this is the case, we will inform the claimant. We may also need other information such as medical reports, a Grant of Representation or Coroners notes if they are relevant. Again we will inform if this is the case.
Income Protection claims
We will require the following information:
- Policy number
- Details of illness/diagnosis/when they stopped working
- GP and Medical specialist contact details
- Copies of any medical reports relevant to the claim that your client may have
- Details of occupation
- Evidence of earnings
Income Protection policies have a specific deferred period (4, 8, 13, 26, 52 or 104 weeks) after which benefit is payable. We strongly recommend your client notifies us of their absence as soon as possible as it may be that we can support them by using the services of our Rehabilitation team before the end of the deferred period.
Critical illness, terminal illness and TPD
We will require the following information:
- Policy number
- Details of illness/diagnosis
- GP and Medical Specialist contact details
- Copies of any medical reports relevant to the claim that your client may have
Waiver of premium claims
We will require the following information:
- Policy number
- Details of illness/diagnosis
- GP and Medical Specialist contact details
- Copies of any medical reports relevant to the claim that your client may have
- Details of occupation
Zurich Accelerate - who to contact
To make a claim or use the services your client needs to first register on the Trustedoctor platform. Details to activate their account can be found in their welcome e-mail.
Once registered on the platform they will be supported by an experienced, clinically trained case manager who will hold their hand throughout their personal healthcare journey.
Keeping you informed
Our dedicated claims specialists will contact your client at a time convenient for them to obtain the key details of the claim. This is normally over the telephone as it is a more personal and quicker approach, although in some circumstances sending out a claim form may be a more preferable option for your clients. They will also explain how their personal data will be used and protected.
Once we have all the information we require we will send your client a summary of the claim details to sign and return together with a consent that allows us to request any medical or other evidence required to validate the claim.
We will always keep you and your client updated throughout the entire claims process, by text, email or phone depending on their preference. If any questions arise, the dedicated claims specialist will be on hand to answer them.
For income protection claims, your client may be put in touch with our Rehabilitation team. This is a team of medical and vocational rehabilitation experts who can assist and support individuals as they recuperate from injury or illness.
For more information, see our rehabilitation support page.
When we have all the information we need, we’ll let your client know whether we can pay the claim. If it is successful we will communicate this decision to your client and make the relevant payment.
Critical illness customer stories
Life is unpredictable and can change in an instant. Jon, Glenn and Emily tell their stories of how claiming on their Zurich Critical Illness policy enabled them to concentrate on recovery and not on the financial worries of being unable to work.