QBE PRIVACY NOTICE
They’ll collect personal information when you deal with QBE, their agents, and
other companies in the QBE group or suppliers acting on their behalf. They use
your personal information so that they can do business with you, which includes
issuing and administering their products and services and processing claims.
Sometimes they might send your personal information overseas. The locations they
send it to can vary but include the Philippines, India, Ireland, the UK, the US,
China and countries within the European Union.
personal information, as well as where they store it and the full list of ways
they could use it. To get a free copy of it please visit qbe.com.au/privacy or
contact their customer care unit.
It’s up to you to decide whether to give QBE your personal information, but
without it they might not be able to do business with you, including not paying
your claim. QBE are committed to providing you with quality products and
delivering the highest level of service. They also do everything they can to
safeguard your privacy and the confidentiality of your personal information.
Aon PRIVACY NOTICE
Privacy legislation regulates how Aon collect, use and disclose the personal
information you provide. Aon will only collect information from or about you for
the purpose of providing cover and handling any claims you make under this
policy. Aon will only use and disclose your personal information for a purpose
RESOLVING COMPLAINTS AND DISPUTES
QBE are committed to providing you with quality products and delivering the
highest level of service. They also do everything they can to safeguard your
privacy and the confidentiality of your personal information.
Something not right?
QBE know sometimes there might be something you’re not totally happy about,
whether it be about their staff, representatives, products, services or how
they’ve handled your personal information.
Step 1 - Talk to QBE
If there’s something you’d like to talk to QBE about, or if you’d like to make a
complaint, you can speak to a QBE staff member. When you make your complaint
please provide as much information as possible. They’re ready to help resolve
You can also contact QBE’s Customer Care Unit directly to make your complaint.
QBE’s Customer Care Unit’s aim is to resolve all complaints within 15 business
Step 2 - Escalate your complaint
If QBE haven't responded to your complaint within 15 days, or if you’re not happy
with how they’ve tried to resolve it, you can ask for your complaint to be
escalated for an Internal Dispute Resolution (IDR) review by a Dispute
The Dispute Resolution Specialist will provide QBE’s final decision within 15
business days of your complaint being escalated, unless they’ve requested and
you’ve agreed to give them more time.
Step 3 - Still not resolved?
If you’re not happy with the final decision, or if QBE have taken more than 45
respond to you from the date you first made your complaint, you can contact the
Financial Ombudsman Service Australia (FOS Australia). FOS Australia is an ASIC
approved external dispute resolution body.
FOS Australia resolves insurance disputes between consumers and insurers, at no
cost to you. QBE is bound by FOS Australia's decisions - but you’re not. You can
contact FOS Australia directly and they’ll advise you if your dispute falls
within their Terms of Reference.
Disputes not covered by the FOS Australia Terms of
If your dispute doesn’t fall within the FOS Australia Terms of Reference, and
you’re not satisfied with QBE’s decision then you may wish to seek independent
If you're not satisfied with our final decision and it relates to your privacy or
how QBE handled your personal information, you can contact the Office of the
Australian Information Commissioner (OAIC).
HOW TO CONTACT QBE CUSTOMER CARE, FOS OR THE OAIC
GENERAL INSURANCE CODE OF PRACTICE
QBE Australia is a signatory to the General Insurance Code of Practice.
The Code aims to:
- Commit QBE to high standards of service
- Promote better, more informed relations between QBE and you
- Maintain and promote trust and confidence in the general insurance industry
- Provide fair and effective mechanisms for the resolution of complaints and
disputes between QBE and you
- Promote continuous improvement of the general insurance industry through
education and training.
FINANCIAL CLAIMS SCHEME
Your Policy is a protected policy under the Financial Claims Scheme (FCS), which
protects certain insureds and claimants in the event of an insurer becoming
insolvent. In the unlikely event of QBE becoming insolvent you may be entitled
to access the FCS, provided you meet the eligibility criteria. More information
may be obtained from the Australian Prudential Regulation Authority (APRA).