Finance Operations implements enhanced response initiative 

Customer Service Care Team's mission of 24-hour response time aims to better serve brokers and customers.

Zurich North America Finance Operations has established a Customer Service Care Team whose mission is to respond to incoming correspondence within 24 hours during regular business hours.

“Regular correspondence with our brokers and customers, either through email or telephone, is crucial to our work in Finance Operations,” said Haug Scharnowski, Head of Finance Operations North America. “Maintaining high standards in communication is a sign of professionalism and also is simply good business.”

During regular working hours, the Customer Service Care Team will strive to respond to stakeholder and customer correspondence within one business day. Requests that cannot be resolved within that time frame will receive acknowledgement of the correspondence, as well as expectations regarding follow-up communication and the steps needed to resolve the issue.

“Zurich’s strategic aspiration is to build on our commercial leadership position and on our strong, trusted brand to serve our customers in a way that feels personal, is effective and is uniquely Zurich,” Scharnowski said.

Customer Service Care Team contact information

U.S.: Phone: 800-693-9466; email:

Canada: Phone: 888-207-3083; email:

Electronic signature platform designed to deliver streamlined business solution 

DocuSign® digital signature technology to launch across Zurich North America business regions.

DocuSign®, an electronic signature platform, is being introduced to provide brokers and customers with a more efficient and less cumbersome way to deliver signed documents.

With DocuSign, brokers receiving forms requiring signatures will be able to digitally reassign those forms to their clients to sign. This online solution frees brokers and customers from having to print and sign documents before scanning and sending via email or postal delivery. DocuSign sends an electronic copy of every signed form to each person involved in the process and automates tracking so all involved can see the exact status of the document at any time.

DocuSign is being rolled out through the end of July across Zurich North America’s business regions. Initially, the ability to request and receive digital signatures will include Uninsured Motorist (UM) and Underinsured Motorist (UIM) selection and rejection forms, and non-policy agreement (NPA) forms only. DocuSign will be expanded to include additional forms at a later date.

The addition of DocuSign demonstrates our ongoing commitment to simplify the way we do business.

For details on how to use DocuSign, click here.

Healthcare Professional Liability product moving to agency billing method

HPL line will be the first Zurich product to be launched on PolicyCenter underwriting platform.

To further our commitment to simplifying business operations and implementing more efficient processes, our Healthcare Professional Liability line will be the first Zurich product launched on PolicyCenter, our new underwriting platform.

The initiative, which goes into effect in August 2017, is designed to make it easier and more convenient for brokers to do business with us.

With the introduction of this new underwriting platform, the invoicing process for the Healthcare business will be changing. Healthcare Professional Liability policies, as well as Patient Compensation Fund fees (if applicable), will move onto Zurich’s agency billing platform. Agency billing is the method preferred by most brokers because it provides one consolidated statement. This means that Healthcare Professional Liability policies will be on the same agency billing payment plan as other Zurich lines of business for an individual broker.

The transition to agency billing for the Healthcare business will begin for new business policies with an effective date in September 2017 and for renewal policies with an effective date in December 2017 and beyond.

If you need additional information, please contact Patrick Moylan, Senior Vice President and Healthcare Professional Liability Segment Leader: