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If you are you looking for a business partner that has global presence, local knowledge and has been providing valuable protection to members/ customers for more than three decades,
Zurich is committed to providing a high level of service, and we have arrangements in place for resolving any complaints our customers have.
If you wish to make a complaint about any Zurich service, product or claim, simply contact the relevant Zurich division that administers your policy or investment. We will always endeavour to resolve the matter to your satisfaction.
Locked Bag 994
North Sydney NSW 2059
Zurich is a signatory to the General Insurance Code of Practice, which was developed by the Insurance Council of Australia.
Information about our internal dispute resolution procedures are set out in the General Insurance factsheet below or in the Product Disclosure Statement for your financial product.
If you have a complaint about an insurance product we have issued or service you have received from us, you may contact your intermediary to initiate the complaint with us. If you are unable to contact your intermediary, or would like to speak to Zurich directly, you can contact our CTP Customer Service Team:
1800 811 099 or +61 2 9995 2078
We will resolve your complaint in accordance with our internal dispute resolution procedures which can be obtained by contacting us.
If you are not satisfied with our responses, you can refer your dispute to the State Insurance Regulatory Authority (SIRA) on 1300 656 919 or visit the SIRA website.
The State Insurance Regulatory Authority (SIRA) of NSW is a statutory corporation that regulates the compulsory third party (CTP) personal injury insurance scheme for motor vehicles registered in NSW.
If you are dissatisfied with a product or service from Zurich, you should contact us in the first instance and we will help you resolve your concerns. If you are not satisfied with our response, you may lodge a complaint with the relevant independent body.
Up until 1 November 2018, there are two different bodies which handle financial services complaints, depending on the product you hold:
The Financial Ombudsman Service Australia (for non-superannuation products)
The Superannuation Complaints Tribunal (for superannuation products)
From 1 November 2018, the Australian Finance Complaints Authority (AFCA) will provide a free dispute resolution to consumers and small businesses for all financial products and services. Their contact details are as follows:
The Australian Financial Complaints Authority