Contact us - complaints and feedback

We’re here to meet your needs. If you’re unhappy with any of our products or services, please let us know as soon as possible so we can try to fix the problem.

Who should you contact?

  • For Compulsory Third Party (CTP) insurance complaints - go to CTP complaints.
  • For Workers Compensation  - go to Workers Compensation complaints.
  • For all other complaints and feedback - your first step is to get in touch with the team that handles your policy. You’ll find contact details on your policy documents or letters from us.

How can you reach us?

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

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:

Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Important information for service suppliers and distributors

From 1 July 2021, service suppliers and distributors as defined by the General Insurance Code of Practice 2020, must report complaints to QBE within two business days.

If you receive a complaint, please download and complete the Provider complaint form and send it to the QBE Customer Care Unit.

To help you navigate the form, read our Quick User Guide and Frequently Asked Questions (FAQs).

Further changes to QBE’s complaints process will come into effect in October 2021, so please check back in with us regularly to stay updated.