Holiday support for you and your customers

There’s no doubt the holiday season will be different for many of us this year. But 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 has published its latest climate outlook, including an overview of their long-range forecast.

Explore our Q Risk Insights Catastrophe hub for our detailed extreme weather preparation guides to support your customers.

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, and 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
  • Or for Home Pack (HPK) via our online Digital Claim Lodgement tool (DCL).

Please send all claims correspondence, including new claims to motor.giclaims@qbe or property.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 or DCL, please send an email to motor.giclaims@qbe or property.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. Explore more for each product on our claims page online.

How to lodge a HPK claim using DCL

DCL for home claims provides a quick and easy claim 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 and you will find FAQs to help you 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.

Motor vehicle glass

Safety should be the main priority &ndashl 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 loss adjusters ready to assist you where required.

If you require a loss adjuster, please appoint QBE’s nominated external loss adjusting firm:

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

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 our claims team or loss adjusters.

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.

Find your preferred supplier

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.

Find your preferred supplier

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/loss adjusters 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 team or loss adjusters 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 loss 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

Victoria

NSW Government Emergency Services
Site, Android, iOS

NSW Rural Fire Services (RFS)
Site, Twitter, Facebook, Map, Android, iOS

Fire and Rescue New South Wales
Site, Twitter, Facebook

New South Wales State Emergency Service (SES)
132 500, Site, Twitter, Facebook

New South Wales Police Force
131 444, Site, Twitter, Facebook

VIC Government Emergency Services
Site, Android, iOS

Country Fire Authority (CFA)
Site, Twitter, Facebook, Map, Android, iOS

Metropolitan Fire Brigade (MFB)
Site, Twitter, Facebook

Victoria State Emergency Service (SES)
132 500, Site, Twitter, Facebook, Android, iOS

Victoria Police Force
Site, Twitter, Facebook

Queensland

South Australia

Queensland Government Emergency Services
Site, Android, iOS

QLD Rural Fire Service
Site, Map

QLD Fire Department
Site, Twitter

Queensland State Emergency Service (SES)
132 500, Site, Twitter, Android, iOS

Queensland Police Force
131 444, Site, Twitter, Facebook

South Australia Government Emergency Services
Site, Android, iOS

South Australian Country Fire Service (CFS)
Site, Twitter, Facebook, Map

South Australian Metropolitan Fire Service
Site, Twitter, Facebook

South Australian State Emergency Service (SES)
132 500, Site, Twitter, Facebook

South Australia Police Force
131 444, Site, Twitter, Facebook

Western Australia

Tasmania

Western Australia Government Emergency Services
Site, Android, iOS

Department of Fire and Emergency Services Western Australia (DFES)
132 500, Site, Twitter, Facebook

Western Australia Police Force
131 444, Site, Twitter, Facebook

Tasmania Government Emergency Services
Site, Android, iOS

Tasmania Fire Service (TFS)
Site, Twitter, Facebook, Map

Tasmania State Emergency Service (SES)
132 500, Site, Twitter, Facebook

Tasmania Police Force
131 444, Site, Twitter, Facebook

Northern Territory

Australian Capital Territory

Northern Territory Government Emergency Services
Site, Android, iOS

NT Fire and Rescue Service
Site

NT Police, Fire & Emergency Services
Site, Twitter, Facebook

Northern Territory State Emergency Service (SES)
132 500, Site

ACT Government Emergency Services
Site, Facebook, Android, iOS

ACT Rural Fire Service
Site, Twitter, Facebook, Map

ACT Fire & Rescue
Site, Twitter, Facebook

ACT State Emergency Services (SES)
132 500, Site, 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, Christmas and New Year.

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