We are dedicated to providing high quality service to our clients and the way in which we handle complaints is an integral part of our customer service to clients. If you have a complaint in respect of any aspect of the service we provide, we would appreciate you letting us know and giving us the opportunity to resolve your concerns.
We will attempt in good faith to resolve any complaint/dispute in a fair, transparent and timely manner.
Where we identify, or you tell us about, an error or mistake in handling your Complaint, we will immediately initiate action to correct it.
General Insurance Code of Practice
We support and QBE Insurance (Australia) Limited ABN 78 003 191 035 (QBE) is a signatory to the General Insurance Code of Practice issued by the Insurance Council of Australia (the Code). Further information about the Code and your rights under it is available at www.codeofpractice.com.au and on request.
Complaints and Dispute Resolution
If you are not satisfied with our products or services or a decision made in relation to your insurance claim, please let us know so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.
When you first contact us, we will endeavour to resolve your complaint within the first 5 working days. If we have not been able to resolve this within 5 working days, we will refer your Complaint to our Internal Dispute Resolution team.
Step 1 – tell us about your Complaint
Contact us and tell us about your complaint. We will do our best to resolve it quickly.
If you have a complaint about a claim and or service decision contact the Claims Consultant who was handling the Claim in the first instance. The consultant may be able to resolve the complaint for you.
Otherwise you can contact us or lodge a complaint at via email at:
- Email: email@example.com
Agents and Product Complaints
If you have a complaint concerning one of our Agents or Products you can contact us by:
- Email: firstname.lastname@example.org
- Post: Level 5, 1 Northcliff Street, Milsons Point NSW 2061
- Phone: 1300 361 263
Step 2 – Review by our Internal Dispute Resolution (IDR) Team
If you’re not satisfied with the outcome of the initial review, your complaint will be referred to our Internal Dispute Resolution (IDR) Team for further review.
The IDR team will usually contact you within 15 days and will endeavour to resolve your complaint within 45 days of the date of the initial complaint.
Step 3 – Seek review by an external service
We expect our procedures will deal fairly and promptly with your complaint.
If you are not satisfied with our final response, you may lodge a complaint:
a) with the Financial Ombudsman Service Australia if lodged before 1 November 2018:
- Online: www.fos.org.au
- Email: email@example.com
- Phone: 1800 367 287 (free call)
- Mail: Financial Ombudsman Service Australia, GPO Box 3, Melbourne VIC 3001
b) with the Australian Financial Complaints Authority if lodged on or after 1 November 2018:
- Online: www.afca.org.au
- Email: firstname.lastname@example.org
- Phone: 1800 931 678 (free call)
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to FOS or AFCA and so you should act promptly or otherwise consult the FOS and AFCA websites to find out if or when the time limit relevant to your circumstances expires.