Complaints Handling
QBE deeply values the good relationships we have with our clients. So we strive to protect them from any misunderstanding or dispute that may arise from any of our products or services.
If you are:
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uncertain about any aspect of your insurance cover, or any claim that you have made on your policy; or
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concerned with delays in processing; or
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dissatisfied with any response from us or our agents, loss adjustors or investigators.
Please make your concerns known to the staff in our Branch Office. They are fully trained to resolve most misunderstandings.
However, if any issue or complaint remains unresolved, the matter can be referred to our Internal Dispute Resolution Panel. This Panel comprises senior company executives who will review the circumstances of the dispute and attempt to reach an amicable outcome with you. It is our aim to respond to you within 10 working days of the date of the referral.
If our internal dispute resolution procedure fails to satisfy your concerns, you are still able to use the options available to you through the normal legal process.