QBE’s Customer Advocate is an independent role designed to strengthen the customer voice and support fairer, clearer outcomes for customers.
The role focuses on identifying broader issues and opportunities across QBE that affect customer experiences, particularly for consumer customers, and helping drive meaningful improvements over time.
What this means for customers
The Customer Advocate looks at patterns and themes across customer experiences – not individual cases – to help QBE understand what’s working, what’s not, and where change is needed.
This includes:
- Identifying systemic or recurring issues that affect many customers
- Providing independent insight into how QBE’s decisions and practices impact customers
- Highlighting opportunities to simplify products, processes, and communications
- Supporting improvements that lead to fairer and more consistent outcomes.
The purpose of the role is to ensure customer perspectives are genuinely considered in QBE’s policies, practices, and decision‑making.
How the role works at QBE
The Customer Advocate operates independently from QBE’s day‑to‑day business functions and reports directly to QBE’s AUSPAC Chief Executive Officer, supporting open and objective consideration of customer impacts.
While independent, the role works constructively with teams across QBE – including frontline, operational, and leadership teams – to embed customer perspectives into decisions that shape customer experiences.
Who is QBE’s Customer Advocate?
Kate O’Loughlin is QBE Australia & Pacific’s Customer Advocate. She brings extensive experience in policy, advocacy, and the insurance sector, with a strong understanding of issues that matter to insurance customers.
Scope of responsibility
The Customer Advocate does not investigate or resolve individual complaints or disputes. If you have a concern about your policy, claim, or service experience, or would like to make a complaint, please contact QBE’s complaints team:
Tel: 1300 650 503
Email: [email protected]