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Protection guiding principles


Alex Koslowski
Head of UK Life

We’re here to help, support and protect our customers in a rapidly changing world. At Zurich, we take our commitments and responsibilities extremely seriously. Whatever the future will hold, we’re going to work tirelessly to make things better for our customers, business partners and the wider community.

We are following three simple principles…

We will do our best to be flexible

We will provide our customers and partners with the support and flexibility they need. Where possible, we’re making changes to our products to help customers whose income has been impacted by the coronavirus. Our protection customers can defer their premiums for up to three months or choose to decrease their sum assured and premium for a certain period of time, and then increase again without underwriting. For Income Protection customers, we’re increasing flexibility to ensure more customers can benefit from our career break option.

All customers and their families have access to our support service, which is free and confidential, and can provide guidance on stress management, work and life balance or personal finance management. Please remember that this service is not restricted to customers who are claiming and can be used at any time.

We will support our customers and distributors with excellent service

Our UK business has a well-established flexible working culture which has proven vital as it has meant our people have seamlessly transitioned to working from home. As a result, we have managed to successfully continue ‘business as usual’ and service our customers and intermediary partners.

Our primary focus will always be ensuring we provide our customers with care and help them through difficult times. Our claims teams are fully trained to help those who may be in vulnerable circumstances, and each customer is assigned to a dedicated claims manager who is there to guide them through the process. We are also making it even easier for customers to send us claims evidence and communicate with us through a variety of channels.

We will use our expertise and resources to help the communities we live in

Through the Zurich Community Trust, we have allocated a £2 million package of financial and volunteer support for our partner charities most affected by the coronavirus; and we are running a campaign to secure employee donations to the National Emergencies Trust appeal.

We have donated over 300,000 face masks to the NHS and Emergency Services across the UK.

Many of our employees have dedicated their spare time in different ways, including making protective face equipment for healthcare professionals using 3D printers. We are really proud of the dedication and effort they’ve shown, and we’ll be looking for more opportunities to help those in need.

For more information and online support and answers to frequently asked questions, visit our Coronavirus help and support page.