Frequently asked questions

Where can I get the terms and conditions booklet?

Zurich doesn't keep copies of these booklets for distribution to customers. 

Booklets can be obtained by phoning your card provider's call centre or from their website.  You can also obtain an online copy of a booklet by selecting your financial institution which links to the document hosted by the card provider.

 

What is an excess?

An excess is the dollar amount you must first contribute towards any claim and cannot be waived. If you submit a number of claims on the one claim form you must still pay an excess for each claimable event. However if you make more than one claim as a result of a single event, the excess only applies once and this will be the greater amount of the applicable excesses.

What if I don’t have all the documents required for the claim?

The documents are required to validate your claim and to support the claim loss entitlement for each claim lodged. In most instances, we will not be able to process your claim unless you have provided us with at least the documents specified in section two of the claim instruction process. 

How long will it take to process my claim?

Within 10 business days of receipt of your claim form we will notify you as to whether the claim has been accepted or not, or advise if we require additional information. For claims where additional information is required we will make a decision within 20 business days, dependent upon the time required for you to respond to a request for additional information. 

In some cases, due to unusual circumstances or the complexity of the claim, these time frames may not be practical. In this event, we will agree on an alternate timeframe with you.  If a mutual agreement cannot be made, you will be provided with details of our complaints handling procedure on request.

Should I replace missing items before I claim?

Generally, no. However, if you do have to replace items whilst travelling, please send copies of receipts as proof that the items have already been replaced. Please also see below "Do you repair or replace damaged, lost or stolen items".

Can claims be registered over the phone?

No, you must submit a written claim form.

Could additional information be required?

In most instances, if you provide the documents identified on the claim form, we will not need to request additional information, however, in complex circumstances, we may need additional documentation to enable us to complete the assessment of your claim.

How will I be notified of the result of my claim?

To ensure effective and prompt service we will use email if you have provided your email address. Please ensure your details are clear and correct on the claim form. If we do not have your email address we will contact you via mail or phone.

If my claim is approved, how will it be paid?

Many claims will be settled by the provision of replacement item(s).

However, in cases where cash settlement applies, the reimbursement amount can be paid by cheque or deposited directly into your bank account. If you prefer to use the direct credit option, provide your bank details in the claim form, or call Zurich on 132 687.

We cannot credit your credit card.

What do I do if I’m not happy with the decision?

Call Zurich and discuss the details with your Claims Officer.

If you are still not satisfied after this call, ask to be redirected onto our Internal Dispute Resolution service. The Claims Officer will explain how to proceed and send details on our Complaints procedure.

Do you repair or replace damaged, lost or stolen items?

If an item is damaged, lost or stolen we may choose to:

  • Repair the item;
  • Replace the item, less an amount which takes into consideration its age as shown below; or
  • Pay you the amount it would cost us to replace the item less an amount which takes into consideration its age as shown below.
  • Provide you a voucher or gift card for the amount it would cost us to replace the item less an amount which takes into consideration its age as shown below.

However under no circumstances will we pay you more than it originally cost you to buy the item and where the item is part of a pair or set, you will receive no more than the value of the particular part or parts lost, stolen or damaged, regardless of any special value that the item may have by way of being part of such pair or set.

When taking into consideration the age of an item we will deduct the following amounts from our replacement or replacement cost:

  • For toiletries (including skin care, make-up, perfume and medications) we will deduct 3.00% for each month you have owned the item.
  • For phones, electrical devices, communication devices, all computers, photographic equipment, tablets and electronic equipment we will deduct 1.75% for each month you have owned the item up to a maximum amount of 60%.
  • For clothing, footwear, luggage and books we will deduct 1.75% for each month you have owned the item.
  • For camping, sporting and leisure equipment (but not leisure clothing) and musical instruments we will deduct 1.00% for each month you have owned the item up to a maximum 60%.
  • For jewellery we will deduct 0.25% for each month you have owned the item to a maximum amount of 25%.
  • For all other items we will deduct 1.25% for each month you have owned the item to a maximum amount of 60%.

For example: If your stolen shoes are 1 year old and we can replace them for $150, we will pay you $118.50, as we will deduct $31.50 ($150 x 21% {ie 12 months x 1.75%}) from our replacement cost. Provided that the shoes originally cost at least $118.50.

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