Making a commercial property claim

Support at claim time

If an incident damages a customer’s commercial property, our teams act quickly. From facilitation of fast onsite assessments and partial payments, to working closely with builders and restorers, we provide the practical support and ongoing communication needed, to ensure operations can continue with minimal disruption.

Information we need from you and your customers

To ensure your customer’s claim runs as smoothly as possible, be sure to have the right information included in the claim lodgement. We have put together the following information as a guide, which should assist in expediting the claim. Please note QBE may request further information upon lodgement of the claim.

QBE recommended restorers and builders for property claims

When your customer’s claim requires restoration services or a builder to repair damage to their property, QBE can simplify the process with one of our recommended restorers or builders. Find out more about our recommended restorers and builders.

You can search for a QBE recommended restorer or builder using the Repairer Finder Tool.

Obtaining quotes for repairs

If one of our recommended suppliers or repairers is engaged, there is no need to obtain quotes, simply find the supplier or repairer using our repairer finder tool and they will complete the scoping and quoting process. If a supplier which is not within our recommended panel is chosen, the customer will need to obtain detailed quotes and provide them to QBE for review prior to work commencing.

General claims, storm and water damage claims

• List of items that a claim is being made for
• Photos of discarded stock/damaged items before disposal
• Stock that has been impacted
• Proof of ownership
• Quotes you may have already received for repair work if you have chosen not to use the QBE-preferred supplier. Please ensure the quote includes break up of materials and labour along with dimensions of the room.
• Photos of the impacted or damaged area, especially if emergency repairs have already been made
• EFT details for the account of the claimant so payment can be made if required and approved
• ABN details and Income Tax Credit (ITC) % if insured is registered as a business.

Repairs completed before lodgement

If your customer had to make some emergency repairs prior to claim lodgement, it’s important they document what the damage was, so a clear assessment can be made. It is important to advise your customer that the following information is required when they submit their claim:

• Images of damages before repairs completed are required to be able to assess the claim
• Causation report confirming what the damage was
• Repairs invoice will be reviewed as fair and reasonable, QBE is only liable to pay what is fair and reasonable.

Lightning damage

• We need to correlate any lightening reports with the Bureau of Metrology (BOM) so it is important to provide the time and date and location of the lightning
• Photos of damage
• Proof of ownership
• Repairers report
• Quotes received to date
• EFT details for the account of the claimant so payment can be made if required and approved.

Glass claims

• Images showing the evidence of the glass breakage
• Description of how glass broke
• Quote / invoice for glass breakage / replacement or repair if not using one of QBE preferred supply repairs.

Alternatively, your customer can engage O’Brien – a QBE recommended glass supplier for glass repairs and replacement - all our insured will require is their QBE policy number. O’Brien will manage their glass replacement/repair and invoice QBE directly. If there is an excess on their policy, they will need to pay this to the glazier/O’Brien directly.

Break-in

• Police report number
• List of items stolen or damaged
• Proof of ownership for the list of items, these can be receipts, inventory list, photographs, or asset register for businesses. If you have questions about your specific item speak to your QBE business representative
• Quote for replacement or repairs. Please ensure the quote includes break up of materials and labour along with dimensions of the room.
• Photos of forced entry location, it’s important to provide the images showing how the entry was forced which will help with assessing the damage
• EFT details for the account of the claimant so payment can be made if required and approved
• ABN details and Income Tax Credit (ITC) % if insured are registered as a business
• Theft of money from business
• Proof of loss i.e. cash float statement, daily takings, sales receipts, or accounts.

Malicious damage

• Police report number
• Photo of damage of the entire room and area damaged, it’s recommended to take several photos and close ups of specific damage
• Quote for repairs which includes break down of materials and labour along with dimensions of the room
• EFT details for the account of the claimant so payment can be made if required and approved
• If the damage was done by a tenant, QBE will require:
  • Lease agreement
  • Rental ledger
  • Eviction notice if applicable
  • Property inspection reports and photos for the past two inspections including the photos related to claimable event.

Rent default

• Current lease agreement with the tenant
• Rental ledger
• Any documentation that is relevant e.g. notice of rental arrears, tribunal documentation
• EFT details for the account of the claimant, so payment can be made upon acceptance of the claim.

Lost property

• Lost property report
• Proof of ownership e.g. receipts, images of item etc
• Quote for replacement
• EFT details for the account of the claimant so payment can be made if required and approved.

Damaged phone/laptop

• Photo of the damage
• International Mobile Equipment Identity IMEI serial number of phones
• Proof of ownership and date purchased
• Causation report by qualified electrician or technician stating repairable or unrepairable
• Quote for replacement
• If the item has been replaced or repaired, EFT details for the account of the claimant to be provided so payment can be made upon claim review (please note QBE will review the replacement as what is fair and reasonable and will settle on that amount).

Water damage from leaking pipe

• Photos of the damage for the entire room and area damaged, it’s recommended to take several images and close ups of specific damage
• If repair work has been completed, the claimant or insured will need to provide an invoice from the plumber, which states that the pipe or water leakage has been fixed
  • Invoice needs to breakdown all costs including labour and parts
• Quote or invoice to repair resultant loss ensure the quote or invoice includes break up of materials and labour costs along with dimensions of the room
• EFT details for the account of the claimant so payment can be made upon acceptance of the claim if required and approved.

Machinery breakdown and fusion claims

• Provide causation report on how fusion occurred, or how machine broke down from a qualified mechanic or electrician depending on the type of issue
• Images of fused or damaged item.

More information and support

Business Pack (BPK), Commercial Motor (MVA) or Private Motor (MPA) (non-Fleet) claims can be lodged directly on Claimwrite.

For Major Loss claims all Industrial Special Risk (ISR), MPI, Contract Works (CAR), Business Packages (BPK) and claims with Business Interruption should be emailed to Large and Complex Property.

All other property related claim details should be emailed directly to: [email protected]

If you have any questions speak to your claim contact or relationship manager.