Holiday support for you and your customers

While the holiday season might look different for many of us this year, one constant is the threat of extreme weather which can cause disruptions over the festive period. Please be assured we’re here to support you and your customers should a weather event or catastrophe hit.

Weather outlook for October to April – what to expect

The Bureau of Meteorology (BOM) has published its summer outlook, predicting increased cyclone activity and above-average rainfall for summer 2021/2022. This is partly due to the El Niño-Southern Oscillation (ENSO) outlook, which was raised to La Niña ALERT in October 2021.

The BOM is forecasting an average-to-above-average number of tropical cyclones in November 2021 and April 2022, with a 65 percent chance of more tropical cyclones than usual. Additionally, the eastern two-thirds of Australia is predicted to experience more wet weather, with above-average rainfall predicted for most of Australia except for Western Tasmania where rainfall is expected to be below average.

This means there’s an increased chance of widespread and prolonged flooding across much of the country, and despite the wetter weather, bushfires are an ever-present risk - particularly if the increased rainfall has assisted with the growth of grass and vegetation.

It’s important we prepare ourselves and our customers. Find out how you and your customers can prepare for extreme weather with our insights, checklists and tips on our Q Risk Insights Catastrophe hub.

We’re here to support you

We’re hoping that you all have a happy and safe festive period, however, if an extreme weather event does hit during this time, our team will be here to support you and your customers. 

We’ll be in touch with any relevant CAT Code or information you need to know. Please see below for a reminder of our claims procedures and how to access these over the holiday period. 

As a reminder, if your customers do have an urgent need for 'make safe' repairs, temporary accommodation or emergency cash payments, please contact us straight away. 

Lodging a claim

All motor and property claims can be lodged as usual via:

  • ClaimWrite on c.ch@nge (using the CAT Code provided); or
  • Calling 1800 023 387

For Home Pack (HPK) claims can be lodged via our online digital claims form.

Please send all claims correspondence, including new claims to giclaims@qbe.com and include the CAT Code and type of weather event in the subject line. Claim forms aren’t required, however if a claim is not lodged through ClaimWrite, please send an email to giclaims@qbe.com with the following details:

  • Policy number
  • Customer’s name
  • Customer’s address 
  • Customer’s best contact number
  • Property or vehicle information
  • Short damage description

To ensure your claim runs as smoothly as possible, be sure you have the right information included in the claim lodgement. Read more about the claims process for our products.

How to lodge a Home Pack claim with the digital form

The home digital claims tool provides a quick and easy claims lodgement process that directly connects customers to a property supplier for a faster response. Before getting started, ensure you have your policy number, date of loss and claims details ready.

To get started

  1. Log in to the QBE Partner Portal
  2. Click on 'My Claims' in the action bar
  3. Submit a claim by clicking on the 'Start a home claim' button

If you have any questions, watch our how-to video, review our FAQs on the My Claims page, or contact your Claims Relationship Manager.

Our motor claims processes

 Issue Action 
 Assessors

We have dedicated motor assessors ready to assist and adjust claims as access to the affected areas becomes available.

For all motor claims requiring assessment choose the Internal Motor Assessor option. Our adjusting and assessing staff will be in contact where required.

Motor vehicle glass 

Safety should be the main priority - please dissuade anyone from driving a vehicle that may not be safe. Windscreen and motor glass claims can be lodged directly by you or your client with:

O'Brien
Phone: 1800 068 985 (lines open 24/7)

 

Our property claims processes

 Issue Action 
Assessors 

We have dedicated property assessors ready to assist and adjust claims as access to the affected areas becomes available.

If the property is habitable, please select the Internal Loss Adjuster option when lodging a claim in ClaimWrite for priority allocation.

If the customer’s property is uninhabitable, please immediately appoint QBE’s nominated External Loss Adjuster firm:

Sedgwick
Email: qbe@au.sedgwick.com
Phone: 1800 811 285

Our adjusting and assessing staff will be in contact where required. 

 Emergency assistance payments

Immediate assistance can be provided to customers by electronic funds transfer (EFT) based on the relevant policy coverage and loss type.

To request emergency assistance payments, please contact the QBE claims team: 1800 023 387.

 Temporary accommodation QBE can assist in arranging and approving emergency temporary accommodation through its claims team or loss adjuster team. 
 Total loss

Should the property be assessed as a total loss, QBE will collaborate with you and your customer in choosing the best option for the settlement of the claim. 
Generally, most policies offer three options:

  • cash settlement
  • reinstatement, or 
  • a combination of the two.
 Domestic and commercial glass For any home or commercial property glass claims, you or your clients can contact Express Glass or O'Brien directly and will only need to provide a QBE policy number to initiate a claim. 

When speaking to clients it may be prudent to ensure their policy is active and advise any applicable excess will need to be paid directly to Express or O'Brien during repairs. 

Express and O'Brien can be selected from the drop-down menu when lodging in ClaimWrite:

Express Glass
Phone: 1300 666 234

O’Brien
Phone: 1800 018 886  (lines open 24/7)
 QBE panel builders and make-safe repairs We have builders around the country ready to assist who have authority for make-safe repairs in order to expedite the protection of the property. Please contact our claims team or the appointed adjuster to discuss which builder to utilise. 
 Restoration assistance Our restoration partners are ready to provide emergency works, minimising the effects of any damage to your customer's property. Please contact our claims team or the appointed adjuster to discuss which restorer to utilise. 
 Trees down QBE’s policies generally provide cover to remove trees when they’re impacting buildings or contents, or if we need to remove them to fix damage to the home. 

When cover is available, our panel builders/assessors will arrange make-safe or tree lopping services. General debris clean up in yards is normally not insured. 
 Food spoilage Food spoilage claims can be lodged and managed in ClaimWrite. As customers safely dispose of any spoiled food, they should take photos or keep an inventory and price list and submit that for settlement. 
 Power generators If the property has been cut off from power and it would be otherwise safe to stay there; purchase or hire of a generator are options we normally accept. Our claims or assessor team can review your request and explain the process to make this happen. 
Pool damage  If there has been damage to a pool filter, pump or chlorinator, and because of this the surface/lining would have to be physically cleaned, we will generally pay for the cleaning of the pool surfaces and cleaning or replacement of pool water as necessary. If there is no damage to the pool, QBE’s policies will not normally cover cleaning or replacement of pool water.

Refer to QBE if you have any special circumstances related to water replacement, for example if water was used fully or partially for firefighting purposes. 
 Asbestos Our adjusters and trade panel have been briefed on this issue to align with the relevant authorities’ management instructions. Safety is of paramount importance when dealing with possible asbestos. All affected customers should follow the directions of emergency services and other government agencies when dealing with this issue. 

If there is any doubt as to the presence of disturbed asbestos, customers should be advised to leave the affected area (if possible, restrict access to it by others) and promptly seek the advice of QBE or its representative.  
 

Current warnings

For the latest information on unfolding weather conditions around Australia, please listen to local radio and monitor information from the below sources. 

Bureau of Meteorology

Site, Twitter, Facebook

 New South Wales
NSW Government Emergency Services
Website, Android, iOS
NSW Rural Fire Services (RFS)
WebsiteTwitter, Facebook, Map, Android, iOS
Fire and Rescue New South Wales
Website, Twitter, Facebook
New South Wales State Emergency Service (SES)
132 500, Website, Twitter, Facebook
New South Wales Police Force
131 444. Website, Twitter, Facebook

Victoria 
VIC Government Emergency Services
Website, Android, iOS
Country Fire Authority (CFA)
Website, Twitter, Facebook, Map, Android, iOS
Metropolitan Fire Brigade (MFB)
Website, Twitter, Facebook
Victoria State Emergency Service (SES)
132 500, Website, Twitter, Facebook, Android, iOS
Victoria Police Force
Website, Twitter, Facebook

 Queensland
Queensland Government Emergency Services
Website, Android, iOS
QLD Rural Fire Service
Website, Map
QLD Fire and Emergency Services (QFES)
Website, Twitter
Queensland State Emergency Service (SES)
132 500, Website, Twitter, Android, iOS 
Queensland Police Force
131 444, Website, Twitter, Facebook
South Australia
South Australia Government Emergency Services
Website, Android, iOS
South Australian Country Fire Service (CFS)
Website, Twitter, Facebook, Map
South Australian Metropolitan Fire Service
Website, Twitter, Facebook 
South Australian State Emergency Service (SES)
132 500, Website, Twitter, Facebook 
South Australia Police Force
131 444, Website, Twitter, Facebook
 Western Australia
Western Australia Government Emergency Services
Website, Android, iOS
Department of Fire and Emergency Services Western Australia (DFES)
Website, Twitter, Facebook 
Western Australia State Emergency Service (SES)
132 500, Website, Twitter, Facebook 
Western Australia Police Force
131 444, Website, Twitter, Facebook
 Tasmania
Tasmania Government Emergency Services
Website, Android, iOS
Tasmania Fire Service (TFS)
Website, Twitter, Facebook, Map 
Tasmania State Emergency Service (SES)
132 500, Website, Twitter, Facebook 
Tasmania Police Force
131 444, Website, Twitter, Facebook
 Northern Territory
Northern Territory Government Emergency Services
Website, Android, iOS
NT Fire and Rescue Service
Website
NT Police, Fire & Emergency Services
Website, Twitter, Facebook 
Northern Territory State Emergency Service (SES)
132 500, Website
 Australian Capital Territory
ACT Government Emergency Services
Website, Facebook  Android, iOS
ACT Rural Fire Service
Website, Twitter, Facebook, Map
ACT Fire & Rescue
Website, Twitter, Facebook 
ACT State Emergency Services (SES)
132 500, Website, Twitter, Facebook 
 

On behalf of all the team at QBE, we’d like to thank you all for your valued support over the year and we wish you and your families a happy, and safe holiday season.

For detailed extreme weather preparation guides, take a look at the following links: