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Code of Practice

The General Insurance Code of Practice

QBE Australia is a signatory to the General Insurance Code of Practice*, a voluntary code designed to protect the rights of general insurance policyholders and help promote better relations between insurers and their customers.

Insurance companies that sign up to the Code promise to act in an open, honest and fair manner in all of their dealings with consumers.

The code aims to:

  • Commit us to high standard of service
  • Promote better, more informed relations between us 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 us and you
  • Promote continuous improvement of the general insurance industry through education and training.

Resolving Complaints & Disputes

QBE are committed to providing you with quality products and delivering the highest level of service.

We also do everything we can to safeguard your privacy and the confidentially of your personal information.

You can contact our Customer Care Unit directly (quoting your policy and/or claim number):

QBE Customer Care Unit
GPO Box 219
Parramatta NSW 2124
Tel: 1300 650 503
Fax: (02) 8227 8594
Email: complaints@qbe.com

QBE has adopted the General Insurance Code of Practice 2020 which provides guidelines and timeframes for handling complaints.

If you are not satisfied with our handling of your complaint, you have a right to take your complaint directly to the Australian Financial Complaints Authority (AFCA).

Time limits may restrict your ability to make complaints to AFCA. Contact AFCA or consult the AFCA website for more details.

The details to lodge a complaint with AFCA are:

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

*The General Insurance Code of Practice 2014 was updated in 2020, however, its implementation has been delayed as a result of COVID-19. The family violence, supporting vulnerable customers and financial hardship provisions of the 2020 Code are now in effect and the remainder will take effect starting 1 July 2021.