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Frequently asked questions


ACCESS MY POLICY


You can access important information related to your Zurich policy once you set up your online account. Please click here to register. Once you fill in the details, you will receive an email with the registration link with instructions to create the account.

If you have already registered, please click here to access your online account.

Should you need further assistance with your access, please contact your Zurich HelpPoint team.


Please click here for your registration page login page. Use the ‘’forgot username’’ or ‘’password’’ links to access your online account.

Should you need further assistance with your access, please contact your Zurich HelpPoint team.


At Zurich we offer funds from a wide range of global fund managers, making sure you have a world-class range of funds to choose from.

Access our fund centre information below:

View fund performance data for Wealth Accumulation Plan fund ranges.

View fund performance data for Vista and Futura fund ranges.


UPDATE MY POLICY


You can update your contact details instantly through your online account. If you do not have your online account set up already, please click here  to register.

Alternatively, you can update your contact details by calling your Zurich HelpPoint team.

Lastly, you can email us a completed Personal details update from your registered email address. Our process usually takes up to 5 working days once we have received clear and complete documentation. We will keep you informed throughout the process through email alerts.


You can appoint a beneficiary or beneficiaries to receive the sum insured payable on the death of the relevant life or lives insured. Where there are multiple lives insured or multiple policy owners on the policy, please ensure that you understand the implications of appointing a beneficiary and the effect this will have in the event of a valid death claim.

Please consult your financial professional if you are unsure whether or not you should appoint a beneficiary or unsure of the effect of appointing a beneficiary on your policy.

To set up a beneficiary or beneficiaries on you policy, please send us an original, completed Appointment of beneficiary form. Our process usually takes up to 5 working days once we have received clear and complete documentation. We will keep you informed throughout the process through email alerts.


Use your online account to review and switch your current fund holdings and create a new investment strategy for your future investments. Simply login to your account to submit your switch instruction. Click here for a quick guide on submitting a switch through your online account.

If you do not have an online account, you can:
Register for your online account, or
Send us a switch instruction by email/fax.
Please refer to our help guide for additional information regarding switch and redirection.

We recommend that you speak with your financial professional to review and select fund(s) aligned with your investment objectives.

Please note that no switches or redirections can be made if you are a resident in the United States including any United  States federally controlled territory. For more information on this, please speak to your financial professional or call your Zurich HelpPoint team.


Yes, you can transfer the ownership of your policy to another person by sending us an original, completed Deed of assignment form. You must also provide any information and evidence which we may reasonably ask to confirm the identity of the new policy owner. Our process usually takes up to 10 working days once we have received clear and complete documentation.

Assignment is a legal transfer of ownership of your policy, and any assignment to a third party shall automatically revoke any existing beneficiary nomination on your policy. We will keep you informed throughout the process through email alerts.

Assignment of the policy to a person resident of a different country from you may be subject to certain conditions being met. No assignment will be processed unless and until it is agreed by us in writing.

Please refer to your terms and conditions for additional information regarding an assignment. You can speak with your financial professional or your Zurich HelpPoint team if you need further assistance.


You can make a partial or full withdrawal from your policy by completing the Withdrawal request form. You can email us the scanned copy of the completed and signed Withdrawal form along with a certified copy of your proof of identity and proof of residential address from your registered email. If there are two policy owners, we will require certified identification documents for both.

You can also send us the original signed form along with the certified identification documents.

Should you need help in completing the form or providing certified identification documents, please read the guide to your withdrawal options and guide for anti-money laundering requirements. Alternatively, your financial professional can help you.

We recommend that you speak with your financial professional to review if an early withdrawal is aligned with your financial goals.

Once we have received your documents we will process your request and send you the payment within 8 working days. We will keep you informed throughout the process through email alerts.


We recommend that you discuss these options with your financial professional to ensure that they are aligned with your financial goals. You can also read the guide to your withdrawal options to understand the options available on your policy.


Our website is currently not set up to submit online withdrawal requests. You can email us the scanned copy of the completed and signed Withdrawal form along with a certified copy of your proof of identity and proof of residential address from your registered email. If there are two policy owners, we will require certified identification documents for both.

You can also send us the original signed form along with the certified identification documents.

Should you need help in completing the form or providing certified identification documents, please read the guide to your withdrawal options and guide for anti-money laundering requirements. Alternatively, your financial professional can help you.

We recommend that you speak with your financial professional to review if an early withdrawal is aligned with your financial goals.

Once we have received your documents we will process your request and send you the payment within 8 working days. We will keep you informed throughout the process through email alerts.


MAKE A CLAIM


You can make a claim by phone, by email. Simply click here to visit our page to get started.


If you wish to claim for an insurance benefit, please click here to know the documents required to make a claim.


We deliver on our promise to be there for you when it matters the most, giving you our support and making sure that all valid claims are paid quickly and easily. Please click here to know our latest claim statistics.


Zurich Insurance Middle East is now a member of Cigna group of companies, and has closed its general insurance business to new retail and small business customers at the end of November 2015. Please be assured that all the terms and conditions of existing policies are safeguarded and all obligations will be honored. For any motor, home or travel related claims, please call 800 ZURICH (987 424) or email us at customerservice.me@zurich.com.


PAY MY PREMIUM


Please find all the information here.


Premium payments can be made by the policy owner(s). If the policy owner is unable to make a payment, we can accept premiums from an acceptable third party payer. We will require full evidence of their identity, including their relationship to the policy owner.

Please contact your financial professional or call your Zurich HelpPoint team for more details on setting up a third party payer.


We understand that there may be situations where regular premium payments are missed. Therefore, for some products, we allow up to 90 days for payments to resume. After this 90 day period is over the policy status will change.

Please contact your financial professional or call your Zurich HelpPoint team to understand the options available on your policy.


Yes, premium holidays can be requested for some products by sending us a duly filled up Premium holiday request form through your registered email address. Our process usually takes 5 working days once we have received clear and complete documentation.

It is important to note that a premium holiday will be subject to account value sustainability of your plan. Please contact your financial professional or call your Zurich HelpPoint team for more details about taking a premium holiday.


This may be allowed subject to the product features. Please contact your financial professional or your Zurich HelpPoint team to understand how you can change the payment frequency on your policy.


Subject to your policy’s terms and conditions, you may be able to restart, increase or decrease your premium payments. To avail this facility, submit an original, duly filled up Premium change form along with a certified proof of ID and certified proof of address to your Zurich HelpPoint team.

Our process usually takes around 5 to 8 working days once we have received clear and complete documentation. However, we recommend that you discuss the above options with your financial professional.

Please note that the above options may be unavailable to you based on your current country of residence. Please call your Zurich HelpPoint team for further information.


VAT


Value Added Tax (or VAT) is an indirect tax. Occasionally you might also see it referred to as a type of general consumption tax. In a country which has a VAT, it is imposed on most supplies of goods and services that are bought and sold. VAT is one of the most common types of consumption tax found around the world. Over 150 countries have implemented VAT (or its equivalent, Goods and Services Tax), including all 29 European Union (EU) members, Canada, New Zealand, Australia, Singapore and Malaysia. VAT is charged at each step of the ‘supply chain’. Ultimate consumers generally bear the VAT cost while Businesses collect and account for the tax, in a way acting as a tax collector on behalf of the government. A business pays the government the tax that it collects from the customers while it may also receive a refund from the government on tax that it has paid to its suppliers. The net result is that tax receipts to government reflect the ‘value addition’ throughout the supply chain.


VAT has been implemented in UAE and Saudi Arabia since 1st January 2018. The GCC wide VAT legislation stipulates that the reminder of the GCC countries need to implement VAT no later than 1st January 2019. However, details of the legislation in these countries are yet to be published and timelines are yet to be confirmed.


The UAE Federal and Emirate governments provide citizens and residents with many different public services – including hospitals, roads, public schools, parks, waste control, and police services. These services are paid for from the government budgets. VAT will provide our country with a new source of income which will contribute to the continued provision of high quality public services into the future. It will also help government move towards its vision of reducing dependence on oil and other hydrocarbons as a source of revenue.


The UAE Tax Authority has confirmed that Life Insurance premiums is exempt from VAT – this means there will be no VAT added to the premiums you are currently paying for your Life Insurance products.


To get more information on VAT please visit https://www.tax.gov.ae


CONTACT ZURICH


You can request a new set of policy documents by emailing us a completed Lost policy declaration and indemnity form through your registered email address.

Our process usually takes up to 5 working days once we have received clear and complete documentation.


If you are already a client and would like information relating to your Zurich Life policy, please contact your financial professional in the first instance, and if necessary, they will contact Zurich on your behalf.

You can contact our Zurich International Life regional offices and the HelpPoint teams by phone or email from 8 am to 5 pm Sunday to Thursday. Click here to access our contact information.


Please email us at mecustomercomplaints@zurich.com. Our complaints team will acknowledge your complaint within 2 working days and will conduct a full investigation and respond to you with their findings within 5 working days. If your complaint is complex and requires more time for a full investigation, we will inform you.

A guide to our complaints procedure can be found here which details the process we will go through to resolve your complaint as well as your rights of referral if you are remain dissatisfied.


As part of our customer satisfaction policy, you have the opportunity to review your policy and your commitment to use this policy to help look after your financial future. However, we do understand that you may want to change your mind. If you do, you can cancel your policy in line with the right to cancel conditions detailed in your policy terms and conditions. To do this, please complete filling up the Right to cancel form and return it to your Zurich HelpPoint team.

The following criteria apply:
• The cancellation should be requested within 30 days from the date of issue of your policy documents.
• You can cancel your policy before you receive your policy documents by contacting either your relevant financial professional or your Zurich HelpPoint team directly.
• If your policy is being paid by regular premiums and you decide to cancel, we will refund the regular premium paid.
• If you have paid in a single premium and there has been a fall in the value of your investments between the time your policy was issued and when we receive your request to cancel, we will deduct this amount from any refund.