Making a complaint - we're here to listen

Pension, investment or life insurance complaints

At Zurich, we understand that sometimes things don’t go as planned. We’re committed to listening, learning, and making things right—because your experience matters to us. We endeavour to provide you with a high level of customer service. If you believe we've not delivered this, we welcome the opportunity to put this right for you. 

The information below outlines how to make a complaint with Zurich Life. For General Insurance complaints, including Home Insurance and Car Insurance, please go here.

How can you make a complaint?

You can contact us in the way that suits you best:

• Phone: (01) 7992711
• Email: customerservices@zurich.com
• Post: Zurich Life Assurance plc,
  Customer Services,
  Zurich House
  Frascati Road
  Blackrock
  Co. Dublin A94 X9Y3

Whichever way you choose to reach out, we promise to listen.

To help us resolve your complaint quickly, please include:

• Your policy details (policy number)
• Your phone number or email address
• As much detail as you can about your complaint
• Any particular actions you would like us to take

If you need special assistance, please let us know so we can adjust our process to support you.

What happens when you make a complaint?

We are committed to treating all complaints fairly, thoroughly and promptly.

Acknowledgement

• Many concerns can be resolved straight away by providing you with an immediate explanation to answer them.
• If your complaint cannot be resolved within 24-48hours we’ll acknowledge your complaint in writing within five working days. 
• We’ll include the name and contact details of your dedicated complaint handler.

Investigation & keeping you informed

• If we are unable to provide an immediate explanation, we will investigate your concerns and contact you if we need any further information. 
• We will endeavour to resolve your complaint within 40 working days. 
• We’ll keep you updated every 20 working days as we work to resolve your complaint.
• If we have not resolved your complaint within 40 working days, we will confirm the timeframe which you can expect to receive the outcome of our investigations. We will also confirm the contact details of the Financial Services & Pensions Ombudsman, should you wish to contact them in relation to your complaint. 

Resolution & final response letter

Upon completion of our investigation, we will write to you to let you know:

• The outcome of our investigation,
• Where relevant, any actions that we are taking,
• Details of how you can refer your complaint to the Financial Services and Pensions Ombudsman if you remain dissatisfied with our decision.

What you can expect from us

We know raising a complaint can be stressful. We’re committed to resolving your concerns quickly and fairly.

Our approach to complaints

• Fairness: We will listen to your concerns and treat you with fairness and respect. We are committed to resolving your complaint in line with the Consumer Protection Code.
• Transparency: We’ll explain our decisions and actions clearly and keep you updated throughout.
• Improvement: We value your feedback and see it as an opportunity to improve our service to you. 
• Support: We’re here to help.

If you're not satisfied?

If you’re not satisfied with our final response, you can refer your complaint to the independent Financial Services and Pensions Ombudsman (FSPO):

Financial Services and Pensions Ombudsman (FSPO)
Address: Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Phone: +353 1 567 7000
Email: info@fspo.ie
Website: www.fspo.ie

Questions?

If you have any questions on our complaints process, please do not hesitate to let us know.  Just call our Customer Service Team at 01 799 2711 or email: customerservices@zurich.com