Claims service improvements to serve you better

As proud as we are of Zurich’s industry-leading Claims service,¹ we are always working to improve our customers’ experience to serve our valued customers better, especially when they need us most, which is often at the time of first reporting a claim.

In response to your feedback and in our drive to constantly improve our efficiency and responsiveness, we are very pleased to share some improvements to our claim-reporting process.

Web reporting forms

• Our online claim reporting forms are now briefer and easier to navigate, with fewer duplicative fields and more flexibility to pre-fill data.
• Helpful information icons allow you to hover over certain sections to get more details.
• The Accident Description field now allows longer, more detailed descriptions to more accurately convey the nature of the loss.

Please note: Special reporting instructions have not changed with these enhancements to our existing forms.

Confirmation of claim

• You can now choose to receive a text message notification to confirm the submission of your claim, in addition to the email confirmation. The text message will include your claim number.
• Those choosing only email confirmation for their claim submission will also see a faster reply with the claim number.

Zuri is at your service!

• We’ve made user-friendly updates to our virtual assistant, Zuri, available 24/7 on our website to provide quick information on new or existing claims, or to connect you with a live agent when needed.

We have also updated our FAQs and Claims Reporting Tips page to help you easily find out about needed reporting forms and how to submit supporting documentation. The page also includes lists of information helpful for reporting a variety of different claims, Claims professional contact information and more.

Making the claims process as easy and transparent as possible for you is a top priority. These improvements are part of our commitment to meeting your needs in critical moments and working to reach the best outcomes possible.  
Find more Claims resources at zurichna.com/claims.

1.Based on Zurich North America Closed Claims Net Promoter Score of 83, January 2018 - June 2020. “Best in Class” NPS threshold for insurance industry: 51 (2019). Source: Medallia.