We know our customers may find themselves in circumstances, at different times in their lives, where they need extra support.
What to do if you’re experiencing difficulty
If you’re a QBE customer in need of extra care, we have a number of support measures and resources available to support you.
We know many of our customers are facing increased financial stress as a result of the situation with COVID-19. If you’re experiencing hardship as a result of COVID-19, visit our COVID-19 support page.
Family and domestic violence support
Family and domestic violence is a complex issue that QBE takes seriously. If you’re experiencing family and domestic violence, please read our Family Domestic Violence Customer Support Policy.
If you’re a joint policy holder
If you hold a joint policy, meaning someone else is named on your policy as well as you, we will:
- Consider the potential risks to your personal safety and act according to our obligations relating to joint policy holders
- Where needed to protect your safety we can help you set up a new policy, and
- Offer a sensitive claims handling process that provides you confidentiality and safety.
Financial hardship support
We appreciate there are times when personal circumstances can make it difficult to meet all your financial commitments. If you’re struggling to make an excess payment or repay a debt to QBE, please contact your Claims Officer directly or visit our Financial Hardship page.
Premium payment options for QBE’s customers
If you are a QBE customer for general insurance products and your personal circumstances mean you’re having difficulty making a premium payment please contact us on 133 723 to talk to our team about how we can help.
QBE offers customers access to interpreter services in over 160 languages and dialects from native and accredited language practitioners.
If you have an existing claim or complaint and need access to an interpreter, please contact your Claims Officer or Dispute Resolution Officer directly.
There are also a number of free external support services available if you’re facing challenging personal circumstances and need help. The following services are available to all Australians. However, in an emergency, or if you’re not feeling safe, always call 000.
|National Debt Line||
1800 007 007
|Provides access to a local financial advisor.|
|Translating and Interpreting Services (TIS)||13 14 50
|TIS National is a 24/07 interpreting service for people who do not speak English and for agencies and businesses that need to communicate with their non-English speaking clients.|
||Government services available for both students and older Australians.|
|Lifeline||13 11 14 (24-hour crisis support)||24-hour support for anyone across Australia experiencing a personal crisis or thinking about suicide.|
|MensLine Australia||1300 789 978||24-hour phone and online support and information service for Australian men. Supports men and boys who are dealing with family and relationship difficulties.|
|National Relay Service (NRS)||
Voice: 1300 555 727
|NRS is an Australia wide telephone access service available to customers who are deaf or have a hearing or speech impediment.|
|1800 Respect||1800 737 732||24-hour hotline for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual assault.|
|Women's Legal Services Australia||http://www.wlsa.org.au/
||A national network of community legal centres specialising in women's legal issues.|
|Aboriginal Family Domestic Violence Hotline||1800 019 123||A dedicated contact line for Aboriginal victims of crime who would like information on victims' rights, how to access counselling and financial assistance.|
|Centre for Rural and Remote Mental Health||(02) 6363 8444||Provides leadership in rural and remote mental health research, evidence-based service design and delivery. They do not provide emergency services.|
||Support for people experiencing grief, loss and trauma.|
|Relationships Australia||1300 551 800||Relationship support services for individuals and families, including counselling, family dispute resolution and education support programs.|
|STARTTS||02 9646 6800||STARTTS' services are free for people of any age who have survived torture, trauma or both and are refugees, asylum seekers, or from refugee-like backgrounds.|
|National Aboriginal Community Controlled Health Organisation||https://www.naccho.org.au/
||National peak body representing Aboriginal Community Controlled Health Services across the country on Aboriginal health and wellbeing issues.|