At Zurich, we take your feedback seriously. If we have not met your expectations, please let us know and we will work with you to enhance your overall experience in dealing with us. Likewise, if we have exceeded your expectations, we’d be glad to hear about it too. Whatever your feedback, it is important to us as it will help us continue to serve you better. Here are our service standards:
Walk-in to Branches
Customers can expect to be attended to within 15 minutes.
As a rule of thumb, we practice First Call Resolution, whereby no follow-up is required and responses are instantaneous.
However, in instances where follow-ups are required, customers can expect a resolution within 2 working days.
Email, Website, Letter or Fax
All correspondence will receive an acknowledgement of receipt. For all non-complex enquiries, customers can expect responses within 7 working days from the date of receipt. On the other hand, we will keep customers updated on the progress of complex enquiries, which may require some time for investigation.