Claims
Claims can be lodged 24 hours a day, 7 days a week from overseas, within Australia or when you return home.
What you need to do
Before making a claim, it is important to have the following information available:
- Your travel insurance policy number
- Your contact and travel details
- Particulars of your claim and any supporting documentation. For example: copy of any medical, police or airline reports, the contact details of any treating doctor or hospital you attend, and any receipts for payments made.
How to make a claim
Claim Online
QBE Online Claim Lodgement system enables QBE policyholders to quickly lodge travel claim(s) anytime, anywhere via a fast and efficient electronic service.
Lodging your claim online will give you:
- Easy access 24/7, anytime from anywhere around the world.
- Prompt acknowledgement of your claim lodgement and you will be provided with QBE Identification Claim Reference (ICR) number.
- A claims specialist will be assigned to your claim within 24 hours of lodging your claim.
- A timely outcome. We will advise you if additional information is required, assess your claim and provide written confirmation of our decision within 10 business days.
Claim Form
If you need to complete a claim, you will need to:
- Download a claim form for travel insurance
- Follow the instructions on the claim form, including documentation to support your claim
- Send completed claim forms to:
QBE Travel Claims
P.O. Box 12090
Melbourne VIC 8006
Australia
If you require assistance with completing your claim form or you have difficult downloading a form, please contact us:
Telephone: 1300 555 017 or +61 3 8523 2777
Fax: +61 3 8523 2723
Email: travel.claims@qbe.com
Enquiring about an Existing Claim
For queries relating to an existing travel insurance claim, please contact us on 1300 555 017 and ask to speak with one of our claims officer. Please have your Claim Reference Number ready.
Additional information
QBE Claims Service Standards
QBE prides itself on providing excellent customer service by providing a high level of service to all its customers.
Promptness, fairness, efficiency and accuracy is important to us when assessing and determining claims. QBE's claims officers are trained and highly skilled in travel claim management so that your claim will be handled with the expertise you deserve.
The General Insurance Code of Practice
QBE Insurance (Australia) is a signatory to the General Insurance Code of Practice.
The Code aims to:
(a) promote better, more informed relations between insurers and their customers;
(b) improve consumer confidence in the general insurance industry;
(c) provide better mechanisms for the resolution of complaints and disputes between insurers and their customers; and
(d) commit insurers and the professionals they rely upon to higher standards of customer service.
To obtain a copy of the General Insurance Code of Practice go to www.codeofpractice.com.au
The Dispute Resolution Process
If a complaint arises during your dealings with us or our representatives, you should first discuss the matter with the person with whom you have been dealing.
Where your complaint is not resolved to your satisfaction you should request that the matter be dealt with by our Internal Complaints Handling Process. Our representative can assist you to lodge your complaint or our Customer Service Centre can take the details for you. You will be provided with a copy of our brochure detailing our complaints handling process. Your complaint will be handled by a person with authority to resolve the matter. Your complaint should be dealt with within 15 business days unless we notify you of the reasons why it cannot be dealt with within that time.
If the complaint remains unresolved to your satisfaction, you can request that it be reviewed by the Financial Ombudsman Service (FOS). FOS resolves certain insurance disputes between consumers and insurers and will provide an independent review at no cost to you. QBE Insurance is bound by the determination of FOS but the determination is not binding on you.
A Claim May Be Refused
We may refuse to pay or reduce the amount that we pay you for your claim if you do not comply with the policy conditions, if you do not comply with your Duty of Disclosure or make a misrepresentation, or if you make a fraudulent claim.