Contact Us

Complaints


Zurich is committed to assisting you when you need us most

Zurich is committed to providing a high level of service and we have arrangements in place for resolving any complaints our customers may have. We will always endeavour to address your concerns as a matter of priority and will work with you to resolve your complaint.

If you wish to make a complaint about any Zurich service or product, below are a number of ways to contact us. We recommend having an email address and phone number on hand, and a policy number if applicable.

Life Insurance, Investments & Superannuation

By phone:

 131 551 (Australia-wide)
 +61 2 9995 3777 (Overseas)

8.30am-7pm AEST Monday -Thursday
8.30am-5.30pm AEST Friday

By email:

 client.service@zurich.com.au

By post:

Complaints Manager
Locked Bag 994, North Sydney NSW 2059


Further information about the processes we have in place to help you with complaints is set out in the Australia Complaints Policy. We also have the policy available in other languages.

General Insurance

By phone:

 132 687 (Australia-wide)
 +61 2 9995 1111 (Overseas)

8.30am-5.30pm AEST Monday - Friday

By email:

 gi.feedback@zurich.com.au


Further information on the processes we have put in place to help you with General Insurance complaints is set out in the Zurich General Insurance Factsheet
Please access our Privacy Statement here.

Further information about the processes we have in place to help you with complaints is set out in the Zurich General Insurance Complaints Policy.

Customers needing additional help

We understand some people need help to make a complaint and so you are able to ask someone to speak with us on your behalf, such as a relative, friend or legal representative, where we have your consent.

Zurich will also provide additional assistance to those who require help to understand their policy or lodge a complaint. This might include older persons, individuals experiencing financial hardship, managing a disability or mental health condition, individuals experiencing family violence or those that are from a non-English speaking background or indigenous community.

Zurich will take steps to ensure that all customers are provided with the service they need and will work with you or your representative to identify how best to provide support.

Should you require additional assistance, please contact us on 131 551 so we can provide the necessary support to help you manage your complaint.

Hearing and speech impaired customers can contact Zurich via the National Relay Service on 1300 555 727.

Customers requiring translation assistance can contact the Translating and Interpreting Service on 131 450 and request they contact us on your behalf.

The Zurich Australia Complaints Policy is also available in the following languages:


What if I’m not satisfied with your proposed decision or resolution to my complaint?

If you are not satisfied with our response, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA’s contact details are:

Websitewww.afca.org.au
Emailinfo@afca.org.au
Telephone: 1800 931 678 (free call)
In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to lodging a complaint and you should act promptly or otherwise consult the AFCA website to understand if and when the time limit relevant to your circumstances expires.