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FAQ and claim reporting tips

  • How do I submit documents associated with my claim?

    Our intuitive online system is designed to help you easily submit supporting documents associated with your claim, either at the time you initially file the claim (the First Notice of Loss, or FNOL) or after you have filed a claim.

    • To submit documents when you first file a claim, look for the “Upload attachment” section at the bottom of the online claim reporting form.
    • To submit documents after the first notice of loss (FNOL):
      • Go to www.zurichna.com/claims

      • Choose “Follow up on an existing claim” from the dropdown menu at the top of the page.

      • Click on “Upload documents”
      • Enter your 10-digit claim number and date of loss
    •  

      Among the supporting documents you may include:

      • Photographs
      • Police or fire reports
      • Incident reports
      • Estimates
      • Bill of lading
      • Medical bills
      • Contracts
      • Lawsuits

      Note: Zurich accepts files and formats up to 70 MB in size.

       

      Alternatively, you can also submit additional information related to your claim by:

  • What happens after I report my claim online?

    You will receive an email confirming:

    • Receipt of your claim
    • Your 10-digit claim number
    • The office assigned to service your claim

    Emails are typically sent within two hours of filing your claim.

  • How do I check the status of my claim?

    To follow up on the status of your claim:


    Call 800-987-3373


    Chat with Zuri on our website. Choose the option “Question on existing claim”

  • What if I have a claim-related question?
    • If you have a claim-related question, call us at 866-280-4394.
    • If you have not filed a claim, and have general questions, please contact your broker/agent or contact your local Zurich North American Claims office.
    • If you have a question regarding your medical bill payment for your workers’ compensation claim, please contact the Medical Provider Hotline at 719-590-8719 for further assistance.
  • How do I locate my Claims professional?

    If you have just filed a new claim, please be advised that it may take up to 24 hours for a Zurich Claims professional to be assigned to your claim.

    For existing claims, you can obtain that information online or by phone:


    Online

    Locate your Claims professional and contact information by clicking on “Locate my Claims professional” and entering your 10-digit claim number and date of loss.

    Your Claims handling professional and contact information will be located on the results page.


    By phone

    Zurich’s interactive voice response (IVR) solution can help you contact your Claims professional, as well as retrieve and review claim information.

    To initiate the process, call 800-987-3373 and follow the steps provided:


    For an existing claim

    If you know your claim number:

    • When prompted say or enter your 10-digit claim number.
    • The IVR system will verify the date of loss and provide the handling office and name and contact information of the assigned Claims professional.
    • The system will then automatically transfer you to your Zurich Claims professional.

    If you do not know your claim number:

    • The system will transfer you to a Zurich representative who will provide you with the file number, assigned office, Claims professional’s name and direct dial number.
    • The Zurich representative will then forward your call directly to your Zurich Claims professional.
  • What information do I need to file a claim?

    See the list below for key information you will need to file your claim.

    We understand that you may not have all of the information immediately available. At the First Notice of Loss, provide as much detail as possible. Once further details of the loss or claim are known, you can simply contact your Claims professional or upload the information online.

     

    All claims
    • Accident/loss details: How, when and where the accident/loss occurred, including the severity of damages/injuries sustained, if applicable.
    • Contact information: Contact information for the Zurich insured representative most knowledgeable about the claim.
    • Claimant details: Claimant/company name, contact information, date of birth, Social Security number and other available information in order to comply with insurance claim handling/reporting guidelines.
    • Insured name: The entity and/or company name that has a policy with Zurich.
    • Parent company name: The parent company name, doing business as (DBA), program or management company name to which your location, entity, subsidiary or franchise, or business is associated.
    • Reporter information: The name and relationship of the person reporting the claim in the event additional information is needed.
    • Site code: The site, store, branch or job number associated with your account’s specific location.

     

    Commercial auto
    • Accident/loss location details: The physical address or location where the accident occurred. If the specific address/location is unknown, provide the state and/or county where the accident took place.
    • Environmental exposure: Indicate if there was a spill or other environmental exposure (e.g., accidental release of hazmat, diesel fuel, other regulated materials, etc.) that may require emergency environmental cleanup.
    • Injury details: The nature and severity of injuries and body parts affected, including if the accident resulted in death sustained by drivers, passengers and/or pedestrians related to the accident.
    • Property damages: The types and severity of damages to physical and/or personal property involved in the accident, as well as who owns the property.
    • Vehicle details: Details for all vehicles involved in the accident, including the type and severity of damages to each vehicle, if applicable. If available, indicate where the vehicles are located.

     

    Environmental
    • Environmental exposure: Indicate if there was a spill or other environmental exposure (e.g., accidental release of hazmat, diesel fuel, other regulated materials, etc.) that may require emergency environmental cleanup.
    • Injury details: The nature and severity of injuries and body parts affected, including if the accident resulted in death. When available, provide the date of death.
    • Property damages: The third-party property owner information, along with the types and severity of damages to any physical and/or personal property involved in the accident.
    • Personal and advertising injury: Details of the person making the complaint and the type of offense alleged, if applicable.

     

    Property
    • Business interruption: If known/applicable, whether your business or company will be closed or unable to operate as a result of loss or other circumstances that prevents your business or company from being able to operate.
    • Loss details and loss type (peril): Details related to where, how and what caused the damages to occur to the Zurich-insured property. If the details of loss are unknown, provide the loss type (peril) that closely relates to the type of loss being reported or damages sustained (e.g., theft, water, fire).
    • Property damage details: Information regarding the type of property that sustained the loss (buildings, contents, glass breakage, etc.) and the extent of damages (e.g., estimated cost, repair, replacement, value of the property).
    • Restoration/mitigation company details: The name of the restoration/mitigation company and contact information of who has assisted or will assist in preventing further damage/loss to your business.

     

    Workers’ compensation
    • Accident location details: The physical address or location where the accident occurred. If the specific address/location is unknown, provide the state and/or county where the accident took place.
    • Benefit state: The state or jurisdiction that will govern benefits for injured workers under workers’ compensation, Longshore and Harbor or Defense Base Act insurance.
    • Employment details: All employment details to include whether your employee will be losing time from work.
    • Injury details: The nature and severity of injuries and body parts affected, including if the accident resulted in death. When available, provide all details of where the injured worker sought medical treatment.

     

    Other claim types

     

    Some claim types have specific reporting instructions for proper handling and assignment of your claim. See the special reporting instructions  for more information on:
    • Accident & Health
    • Automotive Dealerships
    • Environmental
    • Healthcare Professionals
    • Political Risk/Trade Credit

Information you will need

See the list below for key information you will need to file your claim.

We understand that you may not have all of this information immediately available. At First Notice of Loss, provide as much detail as possible. Once further details of the loss or claim are known, you can simply contact your claim professional or upload the information online.

  • All claims
    • Accident/Loss Details - How, when and where the accident/loss occurred, including the severity of damages/injuries sustained, if applicable.

    • Contact Information - Contact information for the Zurich insured representative most knowledgeable about the claim.

    • Claimant Details - Claimant/company name, contact information, date of birth, social security number and other available information in order to comply with insurance claim handling/reporting guidelines.

    • Insured Name - The entity and/or company name that has a policy with Zurich.

    • Parent Company Name - The parent company name, doing business as (DBA), program or management company name to which your location, entity, subsidiary or franchise, or business is associated.

    • Reporter Information - The name and relationship of the person reporting the claim in the event additional information is needed.

    • Site Code - The site, store, branch or job number associated with your account’s specific location.
  • Commercial auto
    • Accident/Loss Location Details - The physical address or location to where the accident occurred. If the specific address/location is unknown, provide the state and/or county of where the accident took place.

    • Environmental Exposure - Indicate if there was a spill or other environmental exposure (i.e. accidental release of hazmat, diesel fuel, other regulated materials, etc.) that may require emergency environmental clean-up.

    • Injury Details - The nature and severity of injuries and body parts affected, including if the accident resulted in death sustained by drivers, passengers and/or pedestrians related to the accident.

    • Property Damages - The types and severity of damages to physical and/or personal property involved in the accident and who owns the property.

    • Vehicle Details - Details for all vehicles involved in the accident, including the type and severity of damages to each vehicle, if applicable. If available, indicate where the vehicles are located.
  • General liability
    • Environmental Exposure - Indicate if there was a spill or other environmental exposure (i.e. accidental release of hazmat, diesel fuel, other regulated materials, etc.) that may require emergency environmental clean-up.

    • Injury Details - The nature and severity of injuries and body parts affected, including if the accident resulted in death. When available, provide the date of death.

    • Property Damages - The third party property owner information along with the types and severity of damages to any physical and/or personal property involved in the accident.

    • Personal and Advertising Injury - Details of the person making the complaint and the type of offense alleged, if applicable.
  • Property
    • Business Interruption - If known/applicable, whether your business or company will be closed or unable to operate as a result of loss or other circumstances that prevents your business or company from being able to operate.

    • Loss Details and Loss Type (Peril) - Details related to where, how and what caused the damages to occur to the Zurich insured property. If the details of loss are unknown, provide the loss type (peril) that closely relates to the type of loss being reported or damages sustained (i.e. theft, water, fire).

    • Property Damage Details - Information regarding the type of property that sustained the loss (buildings, contents, glass breakage, etc.) and the extent of damages (i.e. estimated cost/repair/replacement/value of the property).

    • Restoration/Mitigation Company Details - The name of the restoration/mitigation company and contact information of who has/will assist in preventing further damage/loss to your business.
  • Workers' compensation
    • Accident Location Details - The physical address or location to where the accident occurred. If the specific address/location is unknown, provide the state and/or county of where the accident took place.

    • Benefit State - The state or jurisdiction that will govern benefits for injured workers under workers’ compensation, Longshore & Harbor or Defense Base Act insurance.

    • Employment Details - All employment details to include whether your employee will be losing time from work.

    • Injury Details - The nature and severity of injuries and body parts affected, including if the accident resulted in death. When available, provide all details of where the injured worker sought medical treatment.
  • Other claim types

    Some claim types have specific reporting instructions for proper handling and assignment of your claim. See the special reporting instructions for more information on:

    • Accident & Health
    • Automotive Dealership
    • Environmental
    • Healthcare Professional
    • Political Risk/Trade Credit