FAQ and reporting tips

FAQ and claim reporting tips

We want to help make your claim reporting experience as simple as possible.

What type of claim should I file?

Below is a general guideline in determining what type of claim to report for some of the most common claim types or exposures reported to Zurich.

Automobile

  • Losses to a vehicle insured by Zurich
  • Accidents involving a vehicle insured by Zurich
  • Garagekeeper’s
  • Garage Liability

General liability

  • Injuries or property damage to third party
  • Claimants/companies
  • Innkeeper’s liability
  • Product liability
  • Personal & Advertising Injury
  • Professional Liability
  • Other general liability

Property

  • Equipment Breakdown
  • Losses sustained to business personal property and contents sustained by Zurich’s policyholder
  • Builder’s Risk
  • Ocean marine/cargo

Worker’s compensation

  • Work related injuries to employees of Zurich’s policyholders
  • Longshore & harbor
  • Defense Base Act
  • Foreign voluntary

Other claim types

  • Accident & health
  • Automotive dealership
  • Environmental
  • Healthcare professional
  • Political risk/trade credit

See the special reporting instructions for more information on these types of claims.

How do I locate my claims professional?

Please be advised that it may take up to 24 hours for a Zurich claims professional to be assigned to your claim. 

Online: You can easily locate your claim professional and contact information in three simple steps:

Your claim handling professional and contact information will be located on the results page.

By Phone: Zurich’s interactive voice response (IVR) solution can help you to contact your claims professional as well as retrieve and review claim information.

To initiate the process, call 800-987-3373 and take the following steps:

If you know your claim number

  • Select option #2 – existing claim. Next, select option #1 and enter your claim number.
  • The IVR system will verify the date of loss and provide the handling office and name and contact information of the assigned claims professional.
  • The system will then automatically transfer you to your Zurich claims professional.

If you do not know your claim number

  • Select option #2. You will then be prompted to select option #2
  • The system will transfer you to a Zurich representative who will provide you with the file number, assigned office, claims professional’s name and direct dial number.
  • The Zurich representative will then forward your call directly to your Zurich claims professional.

How do I submit documents associated with my claim?

Our simple, easy-to-use online system makes it even easier to submit supporting documents associated with you claim.

You can easily submit documents at the time you file your claim. Simply, look for the “Upload Attachment” section located at the bottom of the online claim reporting form.

If you are submitting documents after First Notice of Loss (FNOL):

  • Access www.zurichna.com/claims
  • Click on “Claim document upload” in the "Helpful information" section
  • Enter your information, claim number and date of loss

For example, you may include:

  • Photographs
  • Police or fire reports
  • Incident reports
  • Estimates
  • Bill of lading
  • Medical bills
  • Contracts
  • Lawsuits

Note: Zurich accepts files and formats less than 70MB.

Alternatively, you can also submit additional information related to your claim by:

What if I have a claim-related question?

  • If you have not filed a claim, and have general questions, please contact your broker/agent or contact your local Zurich North American claim office.
  • If you have a question regarding your medical bill payment for your Workers’ Compensation claim, please contact the Medical Provider Hotline at (719) 590-8719 for further assistance.
  • If you have a non-claim related question you may call (800) 987-3373 and select option 3.

What happens after I report my claim online?

You will receive an email confirming:

  • receipt of your claim
  • your 10-digit claim number
  • the office assigned to service your claim

Emails are typically sent within 2 hours of filing your claim.

Do I have to include my policy number when reporting a loss?

Yes, the most accurate and efficient way to initiate the claim process is for you to provide Zurich the policy number for which you wish to report your claim.

Where can I find my policy number?

You can find your policy number on the declarations page of your policy. Each separate policy will have its own policy number and declarations page.

When I call to report a claim, am I speaking to a claim adjuster?

The Zurich Customer Care Center is staffed with customer service professionals trained to initiate and process your claim efficiently and accurately. Claims are then assigned to a Claims Professional responsible for confirming coverage, investigating the loss and determining damages.

What if I’m not sure I have coverage for a loss?

A Zurich Claims Professional will review the loss details and consult the specific coverage language from your policy to determine coverage. Some details require an investigation before a coverage determination can be made. Only a Claims Professional has the authority to make a coverage determination, therefore it is always better to report the loss. 

If I have multiple vehicles damaged, do I have to enter them all in the form? [Automotive Dealerships]

No, you can upload a separate document with vehicle information by clicking the “upload documents” link to the right. You will need your claim number and loss date to upload documents. Make sure to include the make, model, year and VIN for each vehicle damaged.

Information you will need

See the list below for key information you will need to file your claim.

We understand that you may not have all of this information immediately available. At First Notice of Loss, provide as much detail as possible. Once further details of the loss or claim are known, you can simply contact your claim professional or upload the information online.

All claims

Accident/Loss Details - How, when and where the accident/loss occurred, including the severity of damages/injuries sustained, if applicable.

Contact Information - Contact information for the Zurich insured representative most knowledgeable about the claim.

Claimant Details - Claimant/company name, contact information, date of birth, social security number and other available information in order to comply with insurance claim handling/reporting guidelines.

Insured Name - The entity and/or company name that has a policy with Zurich.

Parent Company Name - The parent company name, doing business as (DBA), program or management company name to which your location, entity, subsidiary or franchise, or business is associated.

Reporter Information - The name and relationship of the person reporting the claim in the event additional information is needed.

Site Code - The site, store, branch or job number associated with your account’s specific location.

Automotive dealerships

All Claims

Accident/Loss Details - How, when and where the accident/loss occurred, including the severity of damages/injuries sustained, if applicable.

Contact Information - Contact information for the Zurich insured representative most knowledgeable about the claim.

Claimant Details - Claimant/company name, contact information, date of birth, social security number and other available information in order to comply with insurance claim handling/reporting guidelines.

Insured Name - The entity and/or company name that has a policy with Zurich.

Parent Company Name - The parent company name, doing business as (DBA), program or management company name to which your location, entity, subsidiary or franchise, or business is associated.

Reporter Information - The name and relationship of the person reporting the claim in the event additional information is needed.

Site Code - The site, store, branch or job number associated with your account’s specific location.

Commercial Auto – Theft

Theft Reporting Details – Copy of the police report, case number and a theft affidavit detailing the theft in your own words that has been signed, witnessed and notarized.

Cost Details – Documentation that states the cost for each vehicle and copies of repair and maintenance orders for each vehicle stolen.

Commercial Auto – Extended theft

Theft Reporting Details – Copy of the police report, case number and a theft affidavit detailing the theft in your own words that has been signed, witnessed and notarized.

Complete Copy of Deal File – Including but not limited to, front and back of title or MSO, signed copy of retail installment contract, certificate of title application, and bailment agreement.

Depending on the circumstances of the loss we may also request some of the following information:

  • Sworn Statement of loss
  • Copy of application completed and signed by purchaser
  • Copy of valid insurance card/driver’s license of purchaser
  • Copy of credit bureau report
  • Copy of loan decision by lender – if stipulations, please provide your responses
  • Forgery Affidavit
  • Buy Back letter from lender
  • Copy of your buy back draft to the lender
  • Verification of flooring coverage available on unit
  • Copy of any invoices and receipts for add-ons, detailing, etc.
  • Copy of invoice/payment from when you purchased unit
  • Copy of letter to District Attorney’s Office

Commercial Auto – Physical Damage

Accident/Loss Location Details - The physical address or location where the accident occurred. If the specific address/location is unknown, provide the state and/or county where the accident took place.

Environmental Exposure - Indicate if there was a spill or other environmental exposure (i.e. accidental release of hazmat, diesel fuel, other regulated materials, etc.) that may require emergency environmental clean-up.

Injury Details - The nature and severity of injuries and body parts affected, including if the accident resulted in death sustained by drivers, passengers and/or pedestrians related to the accident.

Property Damages - The types and severity of damages to physical and/or personal property involved in the accident and who owns the property.

Vehicle Details - Details for all vehicles involved in the accident, including the type and severity of damages to each vehicle, if applicable. Indicate where the vehicles are presently located, if the information is available.

Damage Reporting Details – Copy of the police report, case number, citations issued and any photos or videos of the damage.

General Liability

Slip & Fall and Premises

  • Policy # with prefix ADM
  • Date & Time of Loss
  • Insured name
  • Location of Loss (Include City and State)
  • Site Code if applicable
  • Parties involved (name, address, phone #)
  • Point of contact at insured location
  • Describe what happened
  • Any witnesses
  • Any photos
  • Any surveillance cameras
  • Weather Conditions

Customer Complaint Defense, Labor Related Defense, Designated Statute Defense

  • Attach Summons and Complaint
  • Date insured was served
  • Who was served at insured location

Garage Operations

Completed Operations

  • Copy of original service invoice ( services the insured performed that allegedly led to the failure)
  • Previous invoices for any and all repairs/service
  • Maintenance Records
  • Estimate of Repairs (post-failure)
  • Photographs (of vehicle and damage(s) due to the failure)
  • Any written documentation where the insured notated/recommended something be repaired/corrected and the customer declined

Statute & Title E&O

  • Copy of written allegations

Truth in Lending/Truth in Leasing

  • Deal Jacket

Employment Practices

Discrimination, Harassment, Wrongful Termination
Policy Number: EPL-____________

  • Copy of EEOC complaint and/or complaint letter or communication filed by complainant   
  • Copy of personnel file, including gross earnings for specified years, any disciplinary actions, job application, criminal background check
  • Social Security number, address and contact information for the complainant
  • Witness name(s) and contact information
  • Copy of employee handbook (adjuster may isolate to just the part regarding harassment/discrimination and the signature page)
  • Completed training information regarding discrimination and/or harassment taken by the complainant
  • Age and/or race/national origin of all employees employed during specified time frame outlined by the adjuster (requested information dependent upon type of claim being alleged)
  • Any other documents that may be relevant and would aid in the defense of the case

Property

Building, Contents, Stock & Equipment; Business Income Continuation

  • Police/Fire Reports
  • Financial documentation:
    -Profit/loss statements
    -Balance sheets
  • Lease/contractual agreements
  • Contractor estimates
  • Estimated timeframe of repairs
  • Impact of loss to the business, i.e. Fully operational, not operational

Crime

Employee Dishonesty, Loss Within/Outside building, Money Orders & Counterfeit Currency, Forgery Or Alteration -

  • Policy Number
  • Insured Primary Contact Info (Name, Phone, Email)
  • Name Insured Store Location associated with loss (Site Code)
  • Date of Loss (when discovered)
  • Duration of Loss (how long had employee been doing this)
  • Description of embezzlement or scheme employee committed
    - Amount Loss $$$ 
  • Loss Location/Address
  • Accused Employee Info (Name, Add, Phone, Email)
    - Hire Date, Term Date
    - Title, description of responsibilities
  • Direct Supervisor Info (Name, Phone, Email)
  • Other Employees or Witnesses involved (Name, Phone, Email)
  • Police Department and Report/Case #

Commercial auto

Accident/Loss Location Details - The physical address or location to where the accident occurred. If the specific address/location is unknown, provide the state and/or county of where the accident took place.

Environmental Exposure - Indicate if there was a spill or other environmental exposure (i.e. accidental release of hazmat, diesel fuel, other regulated materials, etc.) that may require emergency environmental clean-up.

Injury Details - The nature and severity of injuries and body parts affected, including if the accident resulted in death sustained by drivers, passengers and/or pedestrians related to the accident.

Property Damages - The types and severity of damages to physical and/or personal property involved in the accident and who owns the property.

Vehicle Details - Details for all vehicles involved in the accident, including the type and severity of damages to each vehicle, if applicable. If available, indicate where the vehicles are located.

General liability

Environmental Exposure - Indicate if there was a spill or other environmental exposure (i.e. accidental release of hazmat, diesel fuel, other regulated materials, etc.) that may require emergency environmental clean-up.

Injury Details - The nature and severity of injuries and body parts affected, including if the accident resulted in death. When available, provide the date of death.

Property Damages - The third party property owner information along with the types and severity of damages to any physical and/or personal property involved in the accident.

Personal and Advertising Injury - Details of the person making the complaint and the type of offense alleged, if applicable.

Property

Business Interruption - If known/applicable, whether your business or company will be closed or unable to operate as a result of loss or other circumstances that prevents your business or company from being able to operate.

Loss Details and Loss Type (Peril) - Details related to where, how and what caused the damages to occur to the Zurich insured property. If the details of loss are unknown, provide the loss type (peril) that closely relates to the type of loss being reported or damages sustained (i.e. theft, water, fire).

Property Damage Details - Information regarding the type of property that sustained the loss (buildings, contents, glass breakage, etc.) and the extent of damages (i.e. estimated cost/repair/replacement/value of the property).

Restoration/Mitigation Company Details - The name of the restoration/mitigation company and contact information of who has/will assist in preventing further damage/loss to your business.

Workers’ compensation

Accident Location Details - The physical address or location to where the accident occurred. If the specific address/location is unknown, provide the state and/or county of where the accident took place.

Benefit State - The state or jurisdiction that will govern benefits for injured workers under workers’ compensation, Longshore & Harbor or Defense Base Act insurance.

Employment Details - All employment details to include whether your employee will be losing time from work.

Injury Details - The nature and severity of injuries and body parts affected, including if the accident resulted in death. When available, provide all details of where the injured worker sought medical treatment.

Other claim types

Some claim types have specific reporting instructions for proper handling and assignment of your claim. See the special reporting instructions for more information on:

  • Accident & Health
  • Automotive Dealership
  • Environmental
  • Healthcare Professional
  • Political Risk/Trade Credit