IMPORTANT INFORMATION QBE
QBE take the security of your personal information seriously.
QBE collect personal information when you deal with us, our
agents, and other companies in the QBE group or suppliers
acting on their behalf. We use your personal information so
that we can do business with you, which includes issuing
and administering our products and services and processing
claims. Sometimes we might send your personal information
overseas. The locations we send it to can vary but include
the Philippines, India, Ireland, the UK, the US, China and
countries within the European Union.
whom we collect personal information, as well as where we
store it and the ways we could use it. To get a copy at no
charge by us, please visit qbe.com.au/privacy or contact our
Customer Care Unit.
It’s up to you to decide whether to give QBE your personal
information, but without it we 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. We also do everything
they can to safeguard your privacy and the confidentiality of
your personal information..
Aon PRIVACY NOTICE
Aon values the privacy of personal information and are
bound by the Privacy Act 1988 (Cth) when Aon collects, uses,
discloses or handles personal information to offer, provide,
manage and administer the many financial services and
products they and their group of companies are involved in
(including those outlined in our FSG). Further information
about Aon’s privacy practices can be found in their Privacy
Policy that can be viewed on the Aon website at www.aon.com.au or alternatively, a copy can be sent to you on
request. Please contact your local Aon office or visit Aon’s
website if you wish to seek access to, or to correct, the
personal information Aon collects or discloses about you.
QBE are here to help. If you’re unhappy with any of our products or services, or the
service of conduct of any of our suppliers, please let us know and we’ll do our best to
put things right.
Step 1 - Talk to QBE
Your first step is to get in touch with the team looking after your policy or claim.
You’ll find their contact details on your policy documents, letters or emails from us.
Please provide our team with as much information as possible so they can try to fix
the problem quickly and fairly.
Step 2 - Customer Care
If your complaint isn’t resolved by the team looking after your policy or claim, you
can ask them to refer your complaint on to our Customer Care team or you can
contact Customer Care directly.
Step 3 - Talk to QBE
If your complaint isn’t resolved by Customer Care, or indeed at any time, you can
ask for your complaint to be escalated for review by our Internal Dispute Resolution
(IDR) team. A Dispute Resolution Specialist will review your complaint
independently and provide you with our final decision
Step 4 - Still not resolved?
If you’re not happy with the final decision, or if QBE have taken more than 45
If we’re unable to resolve your complaint to your satisfaction within a reasonable
time, or you’re not happy with our final IDR decision, you can refer your complaint
for external dispute resolution by contacting the Australian Financial Complaints
Authority (AFCA). We are a member of AFCA and their decisions are binding on us.
AFCA will inform you if your complaint falls within its jurisdiction. Time limits apply to
most complaints to AFCA.
Disputes not covered by the ACFA Rules
If your dispute doesn’t fall within the AFCA Rules, and you’re not satisfied with our
decision then you may wish to seek independent legal advice.
If you’re not happy with how we’ve handled your personal information, call or email
If you’re not satisfied with our response, you can contact the Office of the Australian
Information Commissioner (OAIC).
HOW TO CONTACT QBE CUSTOMER CARE, ACFA 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).