Claims
Making a claim
When answering the claim form questions, it is important that you are honest and tell us everything you know. We will use this information to decide whether or not to pay a claim.
Please provide any assistance, information or documents that we request. This includes giving us, our nominated builder and your builder, reasonable access to inspect, rectify or complete the work (unless you have reasonable grounds to refuse access).
Make sure that you do not make any admission, offer, promise or payment in connection with any claim.
Please note that you have to comply with your obligations under the policy, otherwise we may not have to pay your claim(s).
How long do I have to claim?
The following information is a quick reference guide only, as conditions of cover vary according to individual state legislation.
You must notify us of a claim for loss or damage resulting from all causes (other than incomplete work) within six months of when you first became aware, or when you reasonably ought to have become aware, of the fact or circumstance giving rise to the claim.
You must notify us of a claim for loss or damage resulting from incomplete work within twelve months after:
- the date of the contract;
- the date provided in the contract for the commencement of work; or
- the date work ceased, whichever is the later.
We will not reduce our liability under this policy or reduce any amount otherwise payable in respect of a claim, for reason only of a delay by you in notifying us of a claim if the claim is notified to us within the time periods set out above.
If you notify us of a structural defect you are taken to have given notice of every structural defect to which the structural defect is directly or indirectly related, whether or not the claim in respect of the structural defect that was actually noticed has been settled.
Claims handling procedure
Initial claimant contactIf you (the claimant) phone, email or notify QBE Residential Builders' Warranty Division or any of its agents of a potential claim, we will forward a claim form to you within 5 business days.
Receipt of claim by QBE
On receipt of a claim form, all the documentation will be checked to ensure that the claim form has been properly completed and the under-listed prescribed claim information and additional information has been received.
If the prescribed claim information from you is thought by QBE to be incomplete, then you will be advised in writing to this effect within 5 business days.
Prescribed claim information
Prescribed claim information (as detailed on the Claim Form) means:
- the name, address and telephone number of the Beneficiary(s) being the owner(s) of the property which is the subject of the Claim
- the address of the property which is the subject of the Claim
- the name, last known address and telephone number of the Builder
- whether the Beneficiary believes that the Builder has died, has disappeared or become insolvent and details of the source of that belief (all relevant supporting documentation is to accompany the claim form)
- where the subject property was purchased by the Beneficiary after completion of the work performed by the builder, attach a copy of the contract of sale for the property and all related attachments, and
- where the Beneficiary has contracted directly with the Builder attach a copy of the building contract between the beneficiary and the Builder in relation to the work together with:
- copies of any documents setting out variations to the work agreed by the Beneficiary and the Builder
- copies of all plans and specifications relating to the work agreed to be performed by the Builder
- copies of any approvals or certificates relating to the work received by the Beneficiary from any relevant public or statutory authority
- a description of all defective or incomplete work alleged by the Beneficiary together with the date on which it was first observed by the beneficiary to be defective or incomplete
- reports obtained by the Beneficiary in relation to the work
- details of any prior complaints made or action taken by the Beneficiary in relation to the defective or incomplete work
- the original copy of the Certificate of insurance provided by you, or a copy of the Certificate provided by the agent
- a copy of any additional correspondence received.
QBE will advise you in writing (within 5 business days) of receipting the completed claim form and prescribed claims information. In addition, QBE will advise you of the appropriate steps being undertaken with regards to your claim.
Registering of the claim
The National Manager Claims will attend to registering the claim.
Assessment of the claim
The Claims Unit in Sydney will consider the claim and its validity and ensure the claim is valid. If QBE deems that the builder has not died, disappeared or become insolvent, the claim will be denied and you will be advised in writing of the available dispute resolution system.
Conversely, QBE will advise you in writing within 30 days of receiving the claim if QBE accepts that the builder has died, disappeared or become insolvent.
Appointment of an assessor
QBE will access the claim and may appoint an assessor (building inspector) to undertake an inspection of the property. QBE will advise you in writing (within 5 business days) of any such appointment and will provide all of the assessor's details. If you do not allow an assessor adequate access to the property because of an act or omission by you, then QBE will notify you of this in writing.
Determination of claim
QBE will accept or deny liability for a claim within 90 days of receipt of the completed prescribed claim information. On accepting liability QBE will notify you in writing (within 90 days) to advise you of the builder that has been appointed and the steps that will be undertaken in order to rectify the work in accordance to the plans and specifications of the original contract. On denying liability QBE will notify you in writing (within 90 days) to advise you of the reasons that the claim was denied and the applicable dispute resolution system.
Appointment of a repairer
In order to rectify the work, QBE will either appoint a builder or ask you to provide three separate quotes for the work and initiate work based on one of these quotes. QBE will endeavour to have the building work rectified as fast as possible in order to minimise your disruption. QBE will expedite claim matters to benefit you if QBE becomes aware that you are experiencing severe financial hardship as a result of the event giving rise to the claim.