Financial Inclusion Action Plan (FIAP)

QBE Australia is proud to join the Financial Inclusion Action Plan (FIAP) program and join a range of leading organisations that are equally as committed to promoting greater financial inclusion. Together, we’re doing what we can to help ensure no Australian is left behind. 

At QBE we give people the confidence to achieve their ambitions. This includes our customers, our people, our partners, and communities. In support of this, QBE’s priorities are to ensure we are customer focused, by providing solutions for customers’ current and emerging needs, and to operate sustainably, which includes working to address key customer and community issues, such as financial well-being and literacy.

We believe it is incumbent on us to help improve access to services and help build financial resilience

As part of both these areas of focus, we recognise that there are millions of Australians who are living in, or on the edge of, financial vulnerability or poverty. We believe that it is incumbent on us, and other financial services providers, to help improve access to services and help build financial resilience.

Our ongoing commitment to help Australians is clear through a number of initiatives, designed to support vulnerable customers and communities.

Some examples of these include:

  • Commitment to the UN Sustainability Development Goals (SDGs), which seek to address the world’s most pressing environmental and social challenges. This includes SDG 1 – No Poverty and our role in supporting financial inclusion. We are also a signatory to the United Nations Environment Program Finance Initiative and the Principles for Sustainable Insurance
  • In 2018, the QBE Foundation donated almost 1.5 million dollars to charities working to make positive change in communities around Australia and New Zealand
  • Premiums4Good, which allows customers to opt for part of their premium to support social impact investment bonds. By the end of 2018, Premiums4Good had grown to 32 investments representing cUSD440m invested. Our ambition now is to grow our impact investments to USD 1bn by 2021
  • Our Reconciliation Action Plan (RAP) outlines how we support Aboriginal and Torres Strait Islanders and formalises our commitment to creating positive change within QBE and in the communities in which we operate
  • We also offer financial hardship support and have a clear approach to support customers affected by catastrophes

While much is being achieved, there is still much more to be done to identify and assist with financial inclusion. Joining the FIAP program is a natural next step in our commitment to addressing these complex social-economic issues.

We look forward to working with Good Shepherd Microfinance, the Centre for Social Impact, EY and the Australian Government to further support our customers, partners, staff and the broader Australian community.

Vivek Bhatia

Chief Executive Officer
QBE Australia Pacific


It is with great pleasure that QBE Australia commits to developing and launching a Financial Inclusion Action Plan in 2019. Following this commitment, we plan to launch our plan before the end of 2019.

As a major insurance company, we are focused on managing risk and facilitating participation in society. We recognise the risks that financial exclusion poses and are committed to working with our partners to build a more resilient and sustainable community for all Australians.


 FIAP Action Areas  Our Commitment
 Products & Services
  • Continue to provide customer-centric solutions to meet the current and emerging needs of all types of our customers, including those who are vulnerable 
  • Provide accessibility options to our products and services to enable vulnerable members of the community access to insurance 
  • Continue to provide insights that support customers in managing the risks and issues they may face before they happen, to minimise the impact to their lives
  • Elevate the voice of the customer across our organisation through capturing and sharing insights to help inform decisions and interactions, and closing the loop on customer feedback to ensure ongoing improvement to customer experience and outcomes 
Financial Capability 
  • Continue to support customers and our people who suffer from financial hardship, and enabling financial literacy and wellbeing through flexible solutions and support options 
  • Invest continuously in our organisational DNA that promotes and supports a culture that is customer-centred, accountable, diverse and courageous
  • Invest in our people and support our partners by providing them with frameworks and skills so they are empowered to provide support to customers 
  • Continue to embed continuous improvement as part of everything we do, and to share feedback across our business when things go well and to address the root causes when things don’t work 
 Understanding of Financial Vulnerability
  • Promote initiatives to drive awareness of financial vulnerability across the organisation and our partners
  • Actively engage with and bring the voice of vulnerable groups to the table
  • Maintain an ongoing focus to help our people and partners better understand the customers and communities we serve
 Economic Security
  • Support meaningful economic participation by: 

    • Being easy to do business with and partnering for shared value where we leverage our insights and expertise to support endurance in all market conditions 
    • Supporting positive employment conditions through our People Risk business (Workers Compensation) 
    • Support self-employment of Small Medium sized businesses, by providing fit of purpose insurance solutions, including providing financial awareness training to these customers 

We would like to take this opportunity to acknowledge Good Shepherd Microfinance and the FIAP Partnership Group on the FIAP program.

We look forward to developing our FIAP in 2019, in collaboration with Good Shepherd Microfinance, the Centre for Social Impact, EY and the Australian Government.

Vivek Signature




Vivek Bhatia

Chief Executive Officer
QBE Australia Pacific

QBE Logo

Peter McNamara Signature





Peter McNamara

Chief Executive Officer
Good Shepherd Microfinance

Good Shepherd Microfinance


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