Complaints
At QBE, the satisfaction of our clients is extremely important. As such, we would like you to tell us if any of our products or services have not met your expectations in any way.
If you have a complaint which you wish us to review, you can get in touch with us by mail, fax, phone or email. Remember to include your name, policy number and some details relating to your complaint.
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QBE Internal Dispute Resolution Section
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If the matter cannot be settled with 24 hours by the person who has been dealing with your issue, we will refer the matter to our Internal Disputes Resolution Team. They will take the following steps:
- confirm your complaint has been received by phone, email or by letter within 3 working days and advise who is looking after your complaint
- review your complaint within 15 working days. If we need extra time we will contact you to agree a new date
- provide you with a final decision in writing setting out the reasons for our decision
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advise you of the next steps if you are unhappy with our decision, such as providing you with details of relevant external dispute resolution schemes
Additional information
Our complaints and disputes procedures follow the requirements of the General Insurance Code of Practice. Visit www.codeofpractice.com.au for more information about the Code of Practice.
For full details of our Complaints Process, download a copy of our Complaints and Dispute Brochure