Contacting Zurich via email

When you reply to our emails using the correct policy number in the subject of the email, the system automatically attaches your email to the policy in question. This means your email is directed to the correct person/team working on that policy.

Example: Policy 1234567 – Fund switch request for K Smith

In practice however, we are seeing examples with multiple requests in one email or forwarding/replying to an old email with a new query and this is resulting in emails automatically attaching to the wrong policy (leading to longer turnaround times). In some examples the instructions or responses can relate to different clients. Where more than one client request is included in an email this can have data protection implications.

Tips to remember when contacting Zurich

• New email per request – When sending an email with a new request, please start a fresh email thread and do not change the contents/subject of a previous email.
• Label correctly - Ensure your email subject quotes the correct policy number.
• One request per email - Avoid sending multiple requests relating to different policies or different clients in a single email.
• Replying - When replying to an email thread, only reply with information relating to that policy.
• Use the correct Zurich mailbox – Using the correct mailbox helps ensure your request can be queued for processing as soon as possible.
• Click here to view all mailbox details.

By following these simple steps, you can ensure your emails get actioned by the right person in a timely manner. It is important to note that in addition to the above steps adding efficiency, requests for different customers should always be in separate email threads to comply with data protection guidelines.

If you have any questions, please reach out to your Zurich Service Team or Broker Consultant for more information.