Latest updated information for you and your customers affected by the bushfires

With catastrophic bushfires affecting many communities across Australia this summer, we’re keeping you updated with the latest information to support you and your customers. We’ll continue to update this information over the coming weeks and months to ensure you have the information you need about our claims processes, FAQs and external resources that may be useful to share with your customers.

CAT Code 747

CAT Code 747 covers all bushfire claims across Australia with a date of loss from 24 August 2019 to 21 February 2020

External resource links you may like to share with your customers

Important information and FAQs

Issue  Action 
Removal of Debris (RoD)

The Victorian, New South Wales and South Australian governments have announced they will fund the removal of debris for both insured and uninsured residential and commercial properties destroyed by the bushfires, so communities can start rebuilding as soon as possible.

To begin the process, customers should be encouraged to register themselves for this service as soon as possible, as detailed in the links below.

Removing the debris from a bushfire-impacted home or business is a key step in the recovery and healing of our customers and communities. QBE is working closely with both the ICA and Government representatives to understand the evolving procedures so we can support our customers to get back on their feet as soon as possible.

 Emergency assistance support
We want to ensure any vulnerable customers are immediately provided with emergency assistance, including temporary accommodation and emergency payments. 
We can assist customers who have been evacuated from their holiday destination and have had to leave their vehicle behind. We have options to return their vehicle to them once the area is safe to re-enter.

Please contact us as soon as possible should you require any emergency support for your customers.
 Customer wellbeing and counselling support

To support the safety and wellbeing of our customers, we’re extending our employee wellbeing program (REACH) to help those affected by the bushfires.  Free counselling sessions with qualified and experienced psychologists are available for all QBE customers impacted by bushfire – even if they haven’t put in a claim. 

To book a counselling session, customers can call 1800 808 374 and identify themselves as a QBE customer. 

Policy excess waivers  Information about our excess waiver for personal insurance claims arising from CAT 747 
 ASIC advice around scammers

It’s worth advising your customers to be aware of fictitious or unscrupulous tradespeople, repairers or firms offering to assist them with their insurance claim following a catastrophe event. Customers should always contact their broker or insurer first to ensure the works are authorised by a reputable company that guarantees its work.

See here for a recent ASIC announcement on this practice.

Use of local trades 

QBE’s approved panel builders will be engaging local trades where possible to aid with the recovery of impacted customers and communities.

The Insurance Council of Australian (ICA) has also opened an online register to help local tradespeople and builders play a significant role in rebuilding their regional communities.

Qualified and reputable builders and tradespeople who have the capacity to work on property repairs and rebuilds are invited to register their details at

 Smoke Damage We are receiving queries around smoke-damage to goods where there has been no direct bushfire impact. To determine a claims outcome for each customer, careful consideration will be given to their individual circumstances and the conditions that are impacting their business. Claims of this nature should be lodged via our claims contacts for the assessment process to begin.
 Business Interruption Information regarding Business Interruption claims arising from prevention or restriction of access to the business premises, where no property damage has been directly incurred by the bushfires.