What to do if you’re experiencing difficulty
Family and domestic violence support
Family and domestic violence is a complex issue that QBE takes seriously. If you’re experiencing family and domestic violence, please read our Family Domestic Violence Customer Support Policy.
Financial hardship support
We appreciate there are times when personal circumstances can make it difficult to meet all your financial commitments. If you’re struggling to make an excess payment or repay a debt to QBE, there are a range of support options available. Please contact your claims officer directly or visit our financial hardship page.
Claims support
If you need help with an existing claim, please contact your claims officer directly. If you need to make a claim, please visit our claims page or contact our claims team.
If you’re a joint policy holder
If you hold a joint policy, meaning someone else is named on your policy as well as you, and you’re in a dispute, domestic violence situation, or have concerns about your joint insurance policy, we will:
- consider the potential risks to your personal safety and act according to our obligations relating to joint policy holders
- work with you to set up a new policy, if needed to help support your privacy, and
- offer a sensitive claims handling process that provides you confidentiality and safety.
Premium payment options for QBE’s customers
If you’re a QBE customer for general insurance products and your personal circumstances mean you’re having difficulty making a premium payment, please contact us on 133 723 to talk to our team about how we can help.
Interpreter services
QBE offers customers access to interpreter services in over 160 languages and dialects from native and accredited language practitioners.
If you have an existing claim or complaint and need access to an interpreter, please contact your claims officer or dispute resolution officer directly.
How we can help if you've lost a loved one
Losing a loved one is one of life’s toughest challenges and can be overwhelming. If you’ve lost someone and are taking care of their assets, it's important you let us know so their assets can continue to be protected. Our Deceased estates page guides you through what you need to do to take care of any general insurance policies connected with a deceased estate.
Supporting resilience with free confidential counselling
QBE customers can access free and confidential counselling through our partnership with Assure Programs.
This may be helpful if you’re struggling to deal with uncertainty, stress and anxiety.
Through Assure Programs, you can access 24/7 counselling with a professional psychologist as well as a session with a qualified financial counsellor.
To book your phone session, call Assure on 1800 808 374 (Australia) or 0800 464 387 (NZ). Tell them you’re a QBE customer and whether you’d like the psychological or financial service.
Professional support
More help
If you need more support with your cover, or help understanding your insurance, please contact us.