I will post an update on this review every day Zurich fails to refund me. After escalating my concerns directly to senior leadership, my correspondence was pushed downwards and handled by someone whose response was dismissive, rude, and completely lacking in empathy. Not even a basic acknowledgement of my mother’s death.

I cancelled the holiday because of her terminal diagnosis. I paid for it in full. I suffered the financial loss. Zurich’s refusal to recognise the reality of that loss and their reliance on a narrow exclusion shows a complete disregard for fairness, compassion, and basic decency.

If this is the standard of customer care Zurich is proud of, it says everything. I will keep updating this review until they resolve the outstanding balance properly.