Repairer Information
Motor Vehicle Insurance And Repair Industry Code of Conduct
QBE is pleased to announce that it is a signatory to the Motor Vehicle Insurance and Repair Industry Code of Conduct (the Code).
Approved Network Smash Repairer Scheme
QBE operates a variety of Approved Network Smash Repairer Schemes on a state by state basis. We regard our repairer network as an extension of our business and recognise the importance that they play in ensuring that we deliver the highest level of service by performing quality repairs in a timely and professional manner.
Do we have Approved Network Smash Repairers in your State?
QBE currently has Approved Network Smash Repairers in Western Australia, New South Wales, Victoria and Queensland.
In South Australia and Tasmania, QBE does not currently have an established Network. In these states QBE employ the services of Innovation Group (Motor Care) to manage the repair process on its behalf. Innovation Group has an established Approved Repairer Network which we utilise as part of the agreement .
How do I apply to become an Approved Network Smash Repairer?
To register your interest in becoming a QBE Approved Network Smash Repairer simply click on the state that you operate in, NSW, QLD, VIC and WA to send an expression of interest and a response will be provided within 14 days.
Lifetime Repair Guarantee
A Lifetime Repair Guarantee is provided on all repairs authorised by QBE, as part of our commitment to ensuring that a high standard of quality repairs is delivered on all occasions.
Replacement Parts
Within Manufacturers Standard New Car Warranty Period
If a vehicle is covered under the Manufactures Standard New Car Warranty ( not including an extended warranty period ) QBE insurance will only use manufacturers approved parts in repairing a vehicle.
In the event that the part is a windscreen or a body glass then Australian Design Rule compliant parts may be used.
Outside Manufacturers Standard New Car Warranty
QBE insurance may use New, Recycled or Reconditioned parts when repairing vehicles which are no longer covered under the Manufacturers Standard New Car Warranty. Where the use of Recycled or Reconditioned parts is requested QBE insurance will only use the parts if they are equal to or exceed the quality of the part being replaced.
Payment Terms
QBE insurance ensures that all payments will be processed within 30 days of receiving the invoice, provided that the invoice meets all the relevant Australian Tax Office requirements and the invoice amount corresponds with the authorised repair amount.
If these amounts do not match you should contact the assessor prior to submitting the repair invoice. This will ensure that on receiving your invoice the payment will be processed in a timely manner.
Repair Dispute Resolution
QBE has a dispute resolution process to which a repairer may refer disputes when discussions with the assessor have not resulted in the resolution of a complaint
Disputes That Arise Prior To The Commencement of Repair (2 day process)
A dispute arising under Section 10 of the Code has a 2 working day process to ensure customers are not inconvenienced with lengthy delays in completion of their repairs.
Disputes under this section include matters relating to the repair or paint method where it is believed the safety, structural integrity, presentation or utility will be compromised and when the concern can not be satisfied under the repair warranties provision of the Code.
In this instance the repairer should contact the local State Assessing and / or Claims Manager and provide all relevant information supporting his position regarding the dispute. Once all the information has been received QBE will make a determination on the dispute within 2 working days.
Should a decision not be acceptable to both parties, the repairer may choose not to complete further works and / or QBE may choose to have the vehicle moved to another repairer to ensure works are continued on the customers vehicle.