Zurich claims

The Zurich difference

Claims

We recognize our customers’ claims needs are often as diverse as their businesses. Our professionals take a proactive approach to claim handling, and are dedicated to resolving each claim based on its own merits. We are committed to excellence in customer service and strive to reach fair and equitable settlements in all instances, and in a timely manner.

Read our claims case studies to learn about our customers’ real experiences working with Zurich through the claims process.

Frequently asked questions

How do I file a claim?

  • Zurich Care Call Centre: 866-345-3454
  • Email: claims@zurich.com
  • Fax: 877-977-8077
  • Form: Download a form
  • Mail: Zurich Canada
    • Zurich, Claims Department
      Attn: New Claims
      100 King Street West, Suite 5500
      P.O. Box 290
      Toronto, ON M5X 1C9

What should I expect when filing a claim?

Great insurance providers distinguish themselves from the competition the moment a claim is made. We apply best practices to all aspects of the claims process — from initial reporting to final disposition — to resolve claims promptly, cost-effectively and professionally.

Initial Reporting

  • Our team makes contact with the customer within one business day of receiving a new claim.
  • Professionals conduct an initial evaluation to ensure we have the best possible team working on your claim to expedite the resolution process.
  • You will be connected to a dedicated claims specialist who will work closely with you through the entire claims process.
  • Claims professionals collaborate and communicate with our underwriters and brokers to develop customized claims handling strategies.
  • We make contact with all parties to the indemnity claim within one business day of receiving an initial report.
During the Process

  • Zurich professionals conduct, oversee and document detailed and timely case-appropriate investigations of all necessary parties, especially available witnesses, prior to determining claim liability or compensability.
  • Our team completes on-site investigations on complex claims and where otherwise appropriate.
Timely Resolution

  • Our claims team evaluates and calculates loss exposure based on known facts.
  • Professionals ensure reserve adequacy through regular evaluation.
  • Zurich offers litigation management by fostering a team approach between you, legal counsel and our claims teams.
> Learn more about the Zurich difference

How do I report updates or changes to an existing claim?

  • To obtain claim details, including your claim representative's name and contact information, you will need your Zurich claim number and the date the loss occurred. 
  • Simply contact us by phone at 866-345-3454 to be directly routed to your assigned claims professional. Be sure to have your claim number available to expedite the process.
  • If you have additional supporting documentation for your claim, notate your claim number on the document and fax it to 877-977-8077.
  • You may also scan and send your documents via email to claims@zurich.com with the claim number clearly noted. 

What if I need additional help?

Upon filing a claim, you will be connected directly to a dedicated claims professional who will work closely with you through every stage of the process. Your dedicated claims professional will be available to you to answer questions and provide updates.

Report a claim

Automobile

Automobile claims include injury to others or damage to the property of others (including vehicles) arising out of the operation or use of an insured vehicle. They also include injury to yourself, a member of your family, an occupant or from damage to an insured vehicle, depending on the type of coverage provided by your policy.

If you have an Accident and Benefits claim to report, file under your auto policy.

Please follow the reporting method that suits your need and preference:

  • Zurich Care Call Centre: 866-345-3454
  • Email: claims@zurich.com
  • Fax: 877-977-8077
  • Form: Download a form
  • Mail: Zurich Canada
    • Zurich, Claims Department
      Attn: New Claims
      100 King Street West, Suite 5500
      P.O. Box 290
      Toronto, ON M5X 1C9

Accident and benefits

For customers with additional Accident and Benefits coverage under a Zurich auto policy, we offer a variety of ways to file a claim. No matter the date or time, we offer you the flexibility to report your specific Accident and Benefits claims around the clock, 365 days a year.

Please follow the reporting method that suits your need and preference:

  • Zurich Care Call Centre: 866-345-3454
  • Email: claims@zurich.com
  • Fax: 877-977-8077
  • Form: Download a form
  • Mail: Zurich Canada
    • Zurich, Claims Department
      Attn: New Claims
      100 King Street West, Suite 5500
      P.O. Box 290
      Toronto, ON M5X 1C9

Liability

General liability claims include injuries to others resulting from your business activities or products, injuries to others occurring on your property and/or damage to third-party property resulting from your business activities, products or occurring on your property.

Some of the key product areas our Specialty Claims Professionals serve include:

  • Surety
  • Umbrella
  • Directors & Officers
  • Errors & Omissions
Zurich’s team of highly skilled claims professionals collaborates closely with underwriters, actuaries and risk managers to ensure consistent service delivery, ease of doing business and a more responsive coverage solution. Please follow the reporting method that suits your need and preference:

  • Zurich Care Call Centre: 866-345-3454
  • Email: claims@zurich.com
  • Fax: 877-977-8077
  • Form: Download a form
  • Mail: Zurich Canada
    • Zurich, Claims Department
      Attn: New Claims
      100 King Street West, Suite 5500
      P.O. Box 290
      Toronto, ON M5X 1C9

Property

Property claims include damage to or loss of company property, including physical damage to real property and contents, business interruption and extra expense, and burglary or robbery.

Please follow the reporting method that suits your need and preference:

  • Zurich Care Call Centre: 866-345-3454
  • Email: claims@zurich.com
  • Fax: 877-977-8077
  • Form: Download a form
  • Mail: Zurich Canada
    • Zurich, Claims Department
      Attn: New Claims
      100 King Street West, Suite 5500
      P.O. Box 290
      Toronto, ON M5X 1C9

Claims services

Claims Reporting Care Centre

Zurich-owned and operated, our Care Centre is fast and efficient to ensure our customers get a premier level of care and attention. Highly trained customer care professionals are on hand to help you 24/7 by phone, online, fax or email. We respond quickly and match the complexity and type of your claim to a manager that has the combination of industry experience and skills to best handle your claim.

Legal services

Zurich helps ensure your business receives excellent legal representation, whether through our Staff Legal Services or outside counsel, working with you for the reduction of both indemnity and expense costs associated with litigation.

Zurich legal services include:

Legal Bill Review — Zurich’s legal bill auditors review legal bills to ensure charges follow our litigation management guidelines that coincide with industry standards. Our process is a streamlined combination of technology and auditor knowledge and experience. A majority of our auditors are lawyers; while the others are paralegals or other claims professionals. Our legal bill review program optimizes claim outcomes by mitigating legal spend for customers via auditing and adjusting legal invoices.

Litigation Management — Zurich follows a set of innovative, carefully prescribed principles and practices to manage your litigation. Our goal is to see you through every step of the way to a successful conclusion. Numerous practices and programs make up our litigation management program, including:

  • The selection and monitoring of defence counsel to secure high-quality legal services at a reasonable cost.
  • Other litigation management programs such as claim litigation training, Panel Counsel Self-Audits, Alternative Fee, Insured Select Counsel, on-site audits and Alternative Dispute Resolution.
Staff Legal* — The Staff Legal lawyers are here to help Zurich customers through litigation challenges. Our Staff Legal lawyers take the time to get to know their clients and their business. They advocate for each client and work to achieve the best result in every case. They also educate clients on legal matters to help them navigate the difficult world of litigation and, more importantly, reduce future litigation. Zurich’s Staff Legal lawyers have:

  • A broad scope of experience including construction defect, product liability, professional liability and accident benefits.
  • An average of 15 years of legal experience.
*This service is not available in Quebec.

Vendor management

Zurich’s Claims organization has teamed up with a broad network of experienced service professionals to help your business recover as quickly and cost-effectively as possible after a loss.

To ensure our service associates are qualified to represent our brand, we comb the marketplace, looking for best-in-class services at the best price. Our rigorous selection process strives to achieve your satisfaction with the service you receive.

Auto:

  • Car rental
  • Vehicle salvage
  • Appraisal services
Multi-Line Services:

  • Special investigation services and surveillance
  • Structured settlements
  • Engineers and forensic accountants
  • Independent adjusters
  • Transportation and translations
Property:

  • Mitigation and restoration contractors
  • Catastrophe response professionals (an external agency will be utilized, if required)
  • Marine surveyors

Claims case studies

To learn more about Zurich Canada’s claims experience, read our case studies from real customers and see how their businesses benefited.