Zurich Insurance Left My Car in the Shop for Weeks Without Answers
I was involved in an accident on November 25 under my Zurich Sigorta comprehensive auto insurance policy, and since that date my Nissan Micra has been waiting at the Eskişehir Odunpazarı Koç authorized service center. My policy number is 29846359. For nearly four weeks, we have not been able to get clear answers to even the most basic questions about the claim process.
In my most recent call to customer service, I was only able to reach an agent after 12 minutes, and in the previous call after 15 minutes. In total, I called 5–6 times and also contacted Zurich Sigorta via WhatsApp. Despite all of this, since the date of the accident I still have not received answers to two very simple questions: whether the required spare part has been supplied and what the estimated delivery date of my vehicle is.
During the replacement car process, we communicated with a representative named Batuhan. Even though my car is still at the service center, has not been delivered to me, and I have not been given any information about the claim assessment or spare part procurement, the replacement car period was terminated on the grounds that the number of days specified in the policy had expired.
When returning the replacement vehicle to the rental company, I was charged for damage to the front bumper due to a scrape, as well as a cleaning fee because the car was returned dirty. Batuhan stated that he would get back to me regarding this issue, but there has still been no response. In addition, I was sent an IBAN and simply told to transfer the money there. I do not even know whether the IBAN belongs to an authorized company representative, and I have been left to deal directly with the rental company while Zurich Sigorta remains completely absent from the process.
The most basic responsibility of an insurance company should be to be easily reachable by its insured customers and to resolve their grievances as quickly as possible. Unfortunately, Zurich Sigorta is currently doing the opposite: being difficult to reach and causing its insured customer further hardship, almost as if it is trying to find fault with a policyholder who is already suffering. I am sharing this experience so that others can see and evaluate a real case when making their insurance choices, and I explicitly state that I will share what I have gone through on all possible platforms.
