Remote Support

What is Zurich Remote Support?

Zurich's easy-to-use remote support is a tool to assist our external intermediaries - for example, brokers and advisers to resolve technical or training issues when using a Zurich online system. Remote support is a secure way we can provide you with a more efficient level of customer service and rapidly diagnose and resolve your issue.

How does Zurich Remote Support work?

1. If you have identified an issue with a Zurich system you use, contact your Zurich Support Representative.They will determine the nature of the problem.
2. They will provide you with a unique connection code that you will then enter in the field above and hit the ‘Click here’ button to initiate the screen-sharing session.
3. You are prompted to download a small virus-free plug-in which will allow Zurich Support to connect to your computer.
4. With your permission, your support representative can view your screen and share control of your mouse and keyboard. You accept the connection, and the Zurich Support Representative works out the problem and provides a solution, both over the phone, and showing you what is happening on the screen.

Things to do before accepting the connection:

• Ensure that you close all applications including email
• Contact your information services provider if necessary, in some cases your contract may require them to be present.

Things to note during the connection:

• Observe the actions taken by the Zurich Support Representative at all times. Do not leave your PC unattended during the session
• Where possible use test data and not real customer data
• You are in full control of your computer at all times. You always have overriding control of your mouse and keyboard, and you can end the screen-sharing session at any time.

Once the issue has been solved, you will need to perform a test and notify your Zurich Support Representative if the problem still persists.

Further Information

You will find the answers to questions about security and system configuration requirements on our Zurich Remote Support FAQ page.

Disclaimer

A record of your support session may be kept by Zurich which will include your query and the steps taken to resolve it.

Zurich shall not be liable for any loss or damage howsoever arising suffered or incurred by you as a result of the support session by the Zurich Support Representative, except where liability cannot be excluded pursuant to any law.