Information about travel claims
Online Claim Lodgement
Lodging your claim online will give you:
QBE prides itself on providing excellent customer service by providing a high level of service to all its customers. Promptness, fairness, efficiency and accuracy are important to us when assessing and determining claims. Our claims officers are trained and highly skilled in managing travel claims, so you can rest assured your claim is being managed with the expertise you deserve.
The Code aims to:
- promote better, more informed relations between insurers and their customers;
- improve consumer confidence in the general insurance industry;
- provide better mechanisms for the resolution of complaints and disputes between insurers and their customers; and
- commit insurers and the professionals they rely upon to higher standards of customer service.
To obtain a copy of the General Insurance Code of Practice go to www.codeofpractice.com.au.
If a complaint arises during your dealings with us or our representatives, you should first discuss the matter with the person with whom you have been dealing. Where your complaint is not resolved to your satisfaction you should request that the matter be dealt with by our Internal Complaints Handling Process. Our representative can assist you to lodge your complaint or our Customer Service Centre can take the details for you. You will be provided with a copy of our brochure detailing our complaints handling process. Your complaint will be handled by a person with authority to resolve the matter. Your complaint should be dealt with within 15 business days unless we notify you of the reasons why it cannot be dealt with within that time.
If the complaint remains unresolved to your satisfaction, you can request that it be reviewed by the Financial Ombudsman Service (FOS). FOS resolves certain insurance disputes between consumers and insurers and will provide an independent review at no cost to you. QBE Insurance is bound by the determination of FOS but the determination is not binding on you.
We may refuse to pay or reduce the amount that we pay you for your claim if you do not comply with the policy conditions, if you do not comply with your Duty of Disclosure or make a misrepresentation, or if you make a fraudulent claim.