At QBE, we support our customers through different life stages, including in their greatest times of need. We recognise that some people may experience vulnerability due to their personal circumstances, life events or actions of others and may be susceptible to harm, loss or disadvantage. Vulnerability encompasses a wide range of factors including but not limited to financial hardship, family and domestic violence including financial abuse, health conditions, disability, age, cultural or linguistic diversity, remote living, and experiencing natural disasters.
Vulnerability can be complex and unique to individual experiences, may be temporary or ongoing and can be experienced at any point of our lives. As an insurer we help people through challenging moments, so we’re committed to treating individuals with care, respect, empathy and understanding.
We aim to provide support across all stages of the customer journey – whether purchasing a policy, making a claim, or lodging a complaint. To help support our customers, we have a number of support measures and resources available.
We encourage you to share your circumstances with us, so we can work together to arrange the support that best suits your needs.
What to do if you’re experiencing difficulty
If you’re a QBE customer going through a tough time, we offer a range of support measures and resources to assist you.
Family and domestic violence and financial abuse support
Family and domestic violence (FDV) and financial abuse is a complex issue that QBE takes seriously. Find out about the support we can offer you through our FDV Customer support policy.
Financial hardship support
We appreciate there are times when personal circumstances can make it difficult to meet your financial commitments. If you’re struggling to make an excess payment or repay a debt to QBE, a range of support options are available. Visit our financial hardship page to find out more.
Severe weather support
We know extreme weather and natural disasters can be devastating for our customers and communities, which is why we’re here to provide support before, during and after catastrophic events.
Loss of a loved one
Losing a loved one is one of life’s toughest challenges and can be overwhelming. If you’ve lost someone and are taking care of their assets, its important you let us know so their assets can continue to be protected. Our deceased estates page guides you through what you need to do to take care of any general insurance policies connected with a deceased estate.
Interpreter and translating services
QBE offers customers access to interpreter services in over 160 languages and dialects from native and accredited language practitioners.
Interpreter services are available at any stage of your journey, whether you're taking out a policy, renewing your cover, making a claim, or lodging a complaint. Simply let us know if you need language support and we'll arrange an interpreter for you.
Supporting wellbeing and resilience with free confidential counselling
QBE customers can access free and confidential counselling through our partnership with Assure Programs. Found out about the support provided on our Assure Programs page.
External support services
Whatever you’re going through, you don’t have to navigate it alone. External support organisations can provide confidential, specialised help and connect you with the support you need. If you’re in immediate danger or feel unsafe, always call 000.
Ask Izzy - Find the help you need, now and nearby
Ask Izzy is a free and anonymous website that connects people in need with essential services such as housing, a meal, financial assistance, family violence support, counselling and much more. Ask Izzy has thousands of support services listed across Australia, and can help you find the right local support, right at your fingertips.
Assure - 1800 808 374
QBE customers can access free and confidential counselling through our partnership with Assure Programs. You can access up to three sessions with a professional psychologist, plus a session with a qualified financial counsellor.
Lifeline - 13 11 14 (24-hour crisis support)
Anyone across Australia experiencing a personal crisis or thinking about suicide.
Translating and Interpreting Services (TIS) - 131 450
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.
National Relay Service (NRS) - Voice: 1300 555 727 TTY: 133 677 SMS: 0432 677 767
NRS is an Australia wide telephone access service available to customers who are deaf or have a hearing or speech impediment.
13YARN - 13 92 76
The first national crisis support line for mob who are feeling overwhelmed or having difficulty coping. We offer a confidential one-on-one yarning opportunity with a Lifeline-trained Aboriginal and Torres Strait Islander Crisis Supporter who can provide crisis support 24 hours a day, 7 days a week.
Easy English guides
Easy English is a writing style designed to provide short, simple information for people who find reading and understanding complex text difficult. These guides are written in a way that is easy to read and understand, using plain language and clear structure to make information accessible to everyone.
More help
If you need more support with your cover, or help understanding your insurance, please contact us.