Service Standards
QBE and its authorised agents/brokers are committed to providing exceptional levels of service to both builders and their brokers/intermediaries, through a mutually-agreed service standard agreement.
We adhere to a philosophy of providing open communication, acceptable response and processing times, and notification to the broker of amended turnaround times in the event of any non-compliance.
Turnaround timesQBE (or its agents) and brokers/intermediaries must comply with these time-frames. In the event that the time-frames are exceeded, the broker/intermediary will be advised of the amended turn-around times for the application or certificate issuance. The broker agrees to notify the builder of any revised turnaround times.
The timeframes for assessment are detailed below and apply to the following:
- the processing of a fully completed application form submitted by the builder to the intermediary/broker and then to QBE (or its agents), culminating in approval for eligibility which satisfies QBE's terms and conditions.
- the issuance of job specific or multi-unit certificates
- the assessment of owner builder applications and subsequent certificate issuance.
All days referred to in the tables below are in working days.
Eligibility applications table
To assess the completed Application Form with regards to the Builders Eligibility
| Intermediary | QBE Underwriting Team | Total Days | |
| New Builders | 4 Days | 6 Days | 10 Days |
| Builders with turnover up to $3 million | 5 days | 10 Days | 15 Days |
| Builders with turnover $3 to $10 million | 10 Days | 15 Days | 25 Days |
| Builders with turnover $10 million and Complex Assessments | 10 Days | 20 Days | 30 Days |
Conditional approval When a builders' eligibility has been approved, but further action is required in order to meet the Terms & Conditions set by QBE's Underwriting Team.
| Intermediary | QBE Underwriting Team | Total Days | |
| Satisfying QBE's underwriting terms and conditions | 15 Days | 15 Days | 30 Days |
Change applications To change or vary a builders' eligibility.
| Intermediary | QBE Underwriting Team | Total Days | |
| Satisfying QBE's underwriting terms and conditions | 5 Days | 10 Days | 15 Days |
Issuance of job specific certificatesTo have a Certificate of Insurance issued for Specific Jobs that fall within the builders' eligibility.
| Intermediary | QBE Underwriting Team | Total Days | |
| Satisfying QBE's underwriting terms and conditions | 2 Days | 3 Days | 5 Days |
Issuance of multi-unit certificatesTo have individual Certificates issued for a Multi-Unit Job that falls within the builder's eligibility
| Intermediary | QBE Underwriting Team | Total Days | |
| Satisfying QBE's underwriting terms and conditions | 10 Days | 15 Days | 25 Days |
Cancellations or amendments to certificatesTo have to cancel or amend individual Certificates.
| Intermediary | QBE Underwriting Team | Total Days | |
| Satisfying QBE's underwriting terms and conditions | 3 Days | 4 Days | 7 Days |
Owner builder applications and certificate issuanceTo have an Owner Builder Application assessed and Certificate Issued, subject to a completed inspection.
| Intermediary | QBE Underwriting Team | Total Days | |
| Satisfying QBE's underwriting terms and conditions | 5 Days | 10 Days | 35 Days |
Conditional approval of owner builder applications and certificate issuanceWhen an owner builder's application has been approved, but further action is required in order to meet the Terms & Conditions set by QBE's Underwriting Team.
| Intermediary | QBE Underwriting Team | Total Days | |
| Satisfying QBE's underwriting terms and conditions | 15 Days | 15 Days | 30 Days |
Retrospective assessment of applications and certificate issuance To have a retrospective application assessed and Certificate Issued
| Intermediary | QBE Underwriting Team | Total Days | |
| Satisfying QBE's underwriting terms and conditions | As Determined on Application | As Determined on Application | As Determined on Application |