Focusing on the customer
Zurich was founded in 1872 and has long been a reliable and stable company in an unstable world, with dedication and a deep history of using our expertise to help care for society and people.
We care about our customers
We care about our customers because they are the reason we are in business. Putting their needs at the heart of what we do and providing them with protection for the things and people they value has been our mission since Zurich was founded in 1872.
Our purpose is to create a brighter future together with our customers across the world. Our customers range from individuals, small businesses, mid-sized and large companies to multinational corporations. We strive to make them feel confident that they are doing their best to protect themselves, their families, their businesses and our world. Additionally, they should have peace of mind that they contribute towards sustainable businesses and practices.
We are committed to become the sustainable choice for our customers, because we understand that our role as an insurer is not only to help our customers protect themselves today, but to help them and our world adapt to the risks of tomorrow.
We endeavor to provide our customers with personalized services, expert advice and peer-to-peer information to assist them in identifying and mitigating risks – and with reliable protection and support in case something happens.
All employees have an important part to play in our quest to create a brighter future together with our customers. Regardless of our role within the company, we are all working to serve our customers. Our actions should be driven by our customers and the goal to have a positive impact towards a brighter future for society and our planet.
What does it mean for me?
In all business activities, make sure you keep the customer at the heart of what you do and promote positive customer outcomes.
Never put short-term gains over long-term success. Our company will succeed through building long term relationships with our customers and by empowering sustainable practices.
Never lose focus on the customer when driving forward innovation.
Ensuring appropriate Customer Facing Conduct
We are committed to delivering on our promises and standing up for what is right. This includes fostering behavior that puts our customers’ needs at the center of our business.
We strive to manage the risks of poor outcomes for our customers and we conduct our business in a way that seeks to treat customers fairly.
Customer Facing Conduct describes the activities we undertake every day as we aim to maximize the likelihood of fair and positive outcomes for our customers, regardless of whether they are individuals or organizations. Customer Facing Conduct encompasses four main areas:
Proposition Management
We design products, services or experiences that meet the needs of our target customers.
Sales and Distribution
We sell products and services that are appropriate for our customers’ needs.
Claims and Payouts
We deliver on the promises made to our customers through the appropriate handling of claims and payouts.
Customer Service and Complaints
We provide considerate service to our customers and deal with customer complaints fairly and in a timely fashion.
What does it mean for me?
Consult with your manager or Compliance whenever you have doubts about whether our Customer Facing Conduct is meeting the standards of conduct outlined in this Code.
Protecting data and safeguarding confidential information
Trust is at the core of our business, and we have a responsibility to keep the data of our customers, as well as of employees and other stakeholders, secure and only use it in a legal and transparent manner. In line with this, Zurich is committed to high standards of data protection and privacy.
We protect personal data and respect the privacy rights of customers, employees and other individuals across our operations globally.
We honor our customers’ long-standing trust with our data commitment and make a promise to our customers to:
- keep their data safe;
- never sell their personal data;
- not share their personal data without being transparent about it; and
- put their data to work so Zurich can better protect them, and so they can get the most out of life.
We collect, process and share personal data of our customers, employees and other individuals fairly and only for specified and legitimate purposes.
When using data in the context of technology and Artificial Intelligence (AI), we do that in a responsible and ethical manner by applying our data privacy and information security standards and the AI Assurance Framework.
We respect the privacy rights and preferences of the individuals whose data we process. We access, use and share confidential information, including personal data, on a “need-to-know” basis only. In addition, before transferring data across national borders, including to other Zurich entities, we confirm whether special requirements apply.
What does it mean for me?
Familiarize yourself with the key processes and tools that will enable you to be compliant with applicable data protection and privacy requirements. You can find further information in our Group Policy: Data Protection and Privacy.
I have sent a confidential email that includes an attachment with personal data to the private email address of my colleague instead of the work email. What should I do? – This is a personal data incident. Keep in mind that data incidents and potential breaches must be reported through appropriate management channels as quickly as possible. Consult with your local data protection and privacy contact or data protection officer if you have any questions or concerns.
