At QBE, meeting your needs and expectations is a top priority. If you’re unhappy with our products, services or a claims decision, we will do our best to resolve the situation.
We take all responsible steps to ensure any customer complaints are handled fairly and efficiently. In most cases, a complaint can be resolved by talking things through with a consultant. Sometimes, further investigation is needed.
If you have a complaint, here’s what you should do:
Step 1: Contact us and explain the problem
You can contact the person who provided the service or decision you are unhappy with
OR
You can contact our office at [email protected] or 09 366 9920
Please provide us with as much information as possible about the reasons for your complaint.
What happens next
- We will acknowledge receipt of your complaint within five business days and gather all the information we need to resolve your complaint
- We will provide the name and contact details of the person handling your complaint
- We will provide an outcome in response to your complaint within ten business days of receiving all required information
- If we need more time and information from other parties to resolve your complaint, we will keep you informed.
Step 2: If you are unhappy with our response
You can ask for the complaint to be referred to a manager.
What happens next
The manager will review the complaint file, reach a decision and advise you in writing as soon as possible. He or she will also keep you updated on the timeframe, as the matter may require further investigation.
Step 3: Escalation of the complaint
If a resolution can’t be reached, you can then ask that the matter be referred to QBE’s Internal Dispute Resolution panel.
What happens next
The panel, made up of appropriate senior managers, will review the complaint and make a final decision. You will receive the panel’s decision in writing.
Step 4: External resolution process
If you remain dissatisfied with our decision, or we have taken more than 40 working days to resolve your complaint, you have the following options available to you:
- Where eligible, you can refer the matter for external dispute resolution
- You may seek independent legal advice.
External dispute resolution
Financial Services Complaints Limited (FSCL) is a Financial Ombudsman service. It is a free, independent external dispute resolution service available to eligible customers
Full details of whether you will be eligible for the FSCL scheme can be obtained from the FSCL's website.
For further details please contact FSCL at:
Email: [email protected]
Phone: 0800 347 257
Website: fscl.org.nz
PO Box 5967 Lambton Quay, Wellington 6145
We are a member of the Insurance Council of NZ and adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service to our customers
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