Claims

Delivering fast, fair and easy service . . . and real help in reducing loss costs

Zurich HelpPoint is centered around the commitment to help our customers at the moments that matter most—and usually those moments involve a claim. Putting customers at the heart of all we do is why so many of them cite our claim service as the reason they chose Zurich—and why they stayed with us. In our 2008 annual claims survey, 96 percent of our customers told us we paid their claims "fairly and promptly."

People who manage your claim to a prompt and successful conclusion

• We have over 3,000 Claims employees*, averaging 10-15 years' experience, located across North America specialized by type of claim or industry group.
• Our large loss adjusters average over 20 years' experience.
• We retain and develop top talent—our turnover rate has averaged less than 8 percent for the past three years.

Claim handling practices that make it easier to do business with us

• You have four ways to report a claim to our in-house Care Center (phone, Internet, fax, e-mail) 24/7 and an adjuster responds to first reports within 24 hours.
• We respond to severe incidents without delay through "hot hand offs" (immediate assignment to an adjuster) and after-hours services.
• We operate using paperless claim files; our Zurich RiskIntelligence^® and RiskImage^® systems let you monitor claim activity.

Cost containment programs that contribute to your bottom line

• We collaborate closely with you and the underwriters working on your account to analyze loss trends and then work to help you reduce overall loss costs.
• We have specialized units for fraud investigation, recovery, managed care, litigation management and vendor management all working to help our customers control loss costs.
• Our PPO penetration rate for 2008 was over 74 percent.