Our customers
Enabling a more resilient future together with our customers.
We work side by side with our customers to shape a resilient future. Focused on providing our customers with the best insurance solutions for their needs, we support them to navigate an increasingly complex risk landscape with care and responsibility.
We will continue to grow our insurance and advisory solutions, evolving our propositions to help customers reduce risks as they decarbonize while also adapting to the increasing physical impacts driven by climate change. Through our specialized risk advisory business, we leverage our innovative, data-driven approach to enable companies and communities to adapt to the impacts of climate change.
We play our part in building societal resilience – with a focus on life protection and savings solutions that allow customers to protect their overall health and wellbeing. By providing products that meet diverse needs, we strengthen financial inclusion and wider social security.
In this way, we continue to build meaningful relationships and a brand that is closer than ever to our customers.
A customer-centric approach for every journey
“Being customer-centric means more than meeting needs. It’s about building meaningful, lasting relationships based on trust and relevance. In 2025, our customers rewarded our efforts with higher satisfaction, and an increasing number chose Zurich to protect what matters most to them.”
The context
For more than 150 years, Zurich has been a reliable and trustworthy company, using its expertise to protect individuals and society. Today, customer expectations are evolving rapidly, lifestyles are changing, and technology is reshaping interactions. At Zurich, we are continuously adapting to meet customers’ needs by creating seamless digital experiences, more personalized solutions, quicker responses, and simpler processes.
To meet these needs, we are transforming how we engage – combining empathy with data-driven insights to deliver relevant products, faster service, and meaningful experiences.
Our customer sustainability priorities:
- Grow insurance and advisory solutions – enable climate mitigation and adaptation for resilience
- Strengthen inclusive life offerings – support societal resilience through broader life protection and savings
- Deliver with care & responsibility – focus on customer trust and responsible use of customer data
By leveraging data, insights and AI responsibly, always through a human lens, we create simple, personalized customer experiences in line with our Data and Responsible AI Commitment.
Customer stories
We support climate resilience by partnering with Blue Marble to protect smallholder farmers. Together, we provide income security and help underserved communities adapt to climate risks through innovative risk management programs.
We enable equal opportunities in Germany by offering disability coverage for schoolchildren aged 10 and older. This initiative helps families secure affordable protection and promotes long-term social inclusion and community resilience.
We are driving sustainability in Brazil by certifying motor repair body shops with an independently accredited Green Seal. In 2024, we collaborated with Instituto Divina Providencia to sponsor training for unemployed individuals, primarily women, to become certified panel beaters.
In Spain, we collaborate with Centro Zaragoza to certify body shops using more than 200 environmental and operational criteria. This collaboration promotes sustainable practices across the automotive repair industry.
Through our joint venture with Banco Sabadell, we offer accident and health insurance with additional services for people over 60, including home care, accompaniment, and access to rehabilitation and physiotherapy.
Supporting transitions and scaling sustainable solutions
We believe insurance can make a significant contribution to the change required to achieve the low-carbon transition. We work with customers and collaborate with public and private organizations to develop innovative solutions that enhance resilience and help prevent or minimize damage and harm from climate-related perils.
Our insurance and risk management solutions are developing with the release of new technologies, business models and approaches that are needed to achieve a climate-neutral economy.
By investing responsibly and thinking long-term, the Zurich Climate Focus Funds support the move to a low-carbon economy. These funds are available to customers in nine countries. Learn more here.
We consider customer experience at the core of our claims management, with focus on offering a transparent, personal, and responsive service. We continuously listen to feedback, driving improvements and fair outcomes for our customers. Our Global Claims Blueprint guides excellence and integrates sustainability into every process, empowering customers with clear choices. Across regions, including countries like Brazil, Spain, and Malaysia, we promote sustainable repair practices through trusted collaborations and responsible operations. Education is central to our approach. In 2024, our claims teams engaged customers and brokers in the UK, Mexico, Australia and France on ESG topics, such as climate resilience and forever chemicals, sharing expertise and supporting the shift to sustainable practices. By embedding sustainability into our claims proposition, we enable customers and partners to make informed decisions, helping to build a brighter, more resilient future together.
In 2025, revenues from sustainable solutions reached USD 2.1 billion, an increase of 24.3 percent compared with USD 1.7 billion in 2024. This year’s results represent 2.3 percent of our total gross written premiums, fees, and net flows, up from 2 percent in 2024. These achievements reaffirm our target to grow our portfolio of sustainable solutions and to offer customers the opportunity to choose products and services that contribute to positive environmental and social outcomes.
Since 2021, more than 40 countries across all our regions have contributed to sustainable revenues, with the number of approved solutions rising from 402 in 2024 to 464 in 2025 – all reinforcing our ambition to continuously grow revenues from sustainable solutions.
Revenues from sustainable solutions split by region & sustainable category
Several products incentivize health, safety, and/or environmentally responsible actions/behaviours for our customers. Here are some examples:
Our car cover insurance in Chile rewards customers for driving less through a variable pricing scheme. This initiative helps reduce emissions while encouraging alternative mobility solutions and keeping premiums low.
Our extended warranty solution in Germany encourages customers to repair electronics instead of replacing them. This approach reduces carbon emissions by avoiding unnecessary production and shipping of new devices, supporting a more sustainable, circular economy.
Zurich Australia is now the preferred EV insurance provider for Tesla customers in Australia through the 'InsureMyTesla' offering, accessible via the Tesla app. This collaboration underscores Zurich's commitment to sustainable insurance solutions and its expertise in the growing EV market. Zurich has partnered with Tesla in Switzerland since 2016. We are committed to driving a sustainable future, investing in cutting-edge technology, and delivering top-tier products and services to customers.
In our North America commercial business, two new repair vs replace solutions for warranties were launched, one appliance warranty product (a service contract, where repairing the product has priority over replacement.) and one home warranty solution (uses the most resource-efficient (e.g., energy star rating) appliances to replace broken ones.)
Climate Resilience by Zurich Resilience Solutions (ZRS)
Climate change is the most pressing business and societal challenge of our time. With the world experiencing severe weather events with increasing severity and frequency, it is becoming more important for organizations to tackle the present day and future climate risks confronting them. Additionally, organizations must fulfil the growing obligations and expectations, from both regulators and society at large, to identify, manage and report on their climate risks in order to demonstrate their business resilience and economic sustainability.
The ZRS team works with organizations around the world to build resilience against the present and future impacts of climate change. As our specialized risk advisory business, ZRS helps organizations identify, assess and adapt to risks such as climate change. For example, we worked with the City Council of Madrid to identify and quantify its exposure to short- and long-term climate risks, particularly with regards to extreme heat and its impact on people. By better understanding the likelihood of an extreme heat event, and the severity of its impact, the City Council is able to prioritize the adaptation measures required to reduce risk and make its city safer.
We believe that understanding exposure to climate risk is an essential step for our customers to protect their business, assets and people. In 2024, ZRS launched Climate Spotlight, an interactive digital solution to help organizations assess their exposure to climate risks up to the year 2100. It is available through two customer products, Climate Spotlight Core and Expert, which have been designed to meet the needs both of mature and young organizations with varying priorities, resources and budgets to tackle climate-related risks. Both products provide a present-day and future-looking climate risk analysis which is accessed via an intuitive dashboard and downloadable risk report, providing insights that can be used to inform climate adaption decisions and complete climate risk reporting. This analysis leverages our proprietary climate data, which is developed using the Intergovernmental Panel on Climate Change (IPCC) scenarios. This data is used by our insurance, operations and investment business, and is consistent with the hazard view used in the calculation of our solvency position for the natural catastrophe risk as part of the Swiss Solvency Test calculation.
We combine these state-of-the-art analytics with on-site risk assessments from climate risk specialists, to provide practical recommendations organizations need, in order to adapt their physical assets and on-site operations to climate change. For example, working with a global logistics company, our climate risk experts undertook climate risk assessments at critical port terminals. The outcomes fed into the terminal’s maintenance schedules and potential investments into upgrading physical resilience measures on key infrastructure.
This end-to-end approach from portfolio-level risk analysis, down to location-based risk assessments, is a key differentiator in the market and supports customers with site adaptations as well as their climate-related reporting obligations.
Building a global leader in travel protection
In 2024, Zurich completed the acquisition of AIG’s personal travel insurance and assistance businesses, which it combined with the existing Cover-More Group to form Zurich Cover-More, the second largest travel insurer globally. With expanded footprint and capabilities, Zurich Cover-More enables tens of millions of travelers to experience the world, with enhanced safety and support. In 2025, Zurich Cover-More provided pre-trip intelligence and security briefings; delivered over 68,000 real-time alerts in response to geopolitical events, natural disasters and emerging risks (+79 percent compared with 2024); managed over 219,000 assistance cases (+60 percent compared with 2024); and successfully led 4,250 evacuations (+215 percent compared with 2024), leveraging a global network of close to 250,000 providers (triple the footprint of 2024).
Empowering Customers Through Digital Innovation and Financial Insights
Zurich Integrated Benefits & International Life continues to enhance the customer experience through digitization, increasing accessibility and financial wellbeing. In the Middle East, the MyZurichLife app allows customers to easily and securely manage their insurance and helps financial advisers provide quick support, fostering close and trusted relationships. As a result of consistent positive feedback, additional services are being introduced – notably the new Zurich Digital Advice tool, which uses advanced data analytics to help customers simulate future scenarios and build a holistic plan to achieve personalized financial goals within an hour. Accurate data and timely insights enable customers to simplify complex financial choices and make informed decisions confidently.
