Your QBE relationship manager and claims team are supported by our claim relationship managers who work with brokers, customers and suppliers.
The role of a claim relationship manager
Information and support
Claims can be lodged via the QBE Partner Portal.
- Business Pack (BPK), Motor (including fleet) (MVA) or Private Motor (non-fleet) (MPA) claims can be lodged on Claimwrite by clicking on the c.change button
- Householders (HPK) can be lodged via the Digital Claims Link (DCL)
To ensure your claim runs as smoothly as possible, be sure to have the right information in the claim lodgement. To assist in expediting the claim, we have put together guides by product, providing details about what documentation is required and the email address to use to register the claim. Check out our claims information page.
Please note: we may request further information upon lodgement of the claim.
How can I search for a claim?
Once a claim has been lodged in ClaimWrite, you can use the claim number to search the system to locate it: c.change/Writenow/Find a Policy/Claim Search.
You'll be able to see the status of your claim, and make changes to the status, by using ClaimWrite or c.change.
On registration, the Claim Decision Status will default to 'Undetermined' and will need to be updated to reflect: Acceptance, Declinature, Partial Declinature or Withdrawal and Resolution or Partial Resolution of the claim. These options are selected in the ‘Reason for Modification’ drop-down menu in the Modify Claim screen.
The changed status will be visible in the ‘Last Status’ section on the Claim Inquiry Screen.
At all stages of the claim, a claims officer is applying a Claim Decision Status to reflect the status of the claim from the customers’ perspective.
The table below outlines the claims decision status options.
| Decision status options | When will I see this status displayed? |
|---|---|
| Underdetermined | Default status - a decision hasn't been made |
| Accepted | When the decision to accept the claim in full has been made |
| Denied | When the decision to deny the claim in full has been made and a denial letter is sent |
| Partially Denied | When the decision to partially deny a claim has been made and a partial denial letter is sent |
| Withdrawn | When a customer withdraws their claim |
| Partially Resolved | When a partially denied claim is resolved from the customer's perspective |
| Resolved | When an accepted claim is resolved from the customer's perspectiv |
IMPORTANT: The date the Claim Decision Status changes will be captured for regulatory reporting purposes. This makes it critical for the status in the system to be changed as close to real time as possible.
For assistance on claim updates, contact the appropriate claim product team.
If you need access to Claimwrite, contact your Claims Relationship Manager or Manager, Partnerships.
If you are receiving an error when lodging a claim with ClaimWrite, email a screenshot of the error you are receiving and the policy number to [email protected].
For all other queries, email your query with the policy number and claim number to the Claim Relationship Manager in your state.
Contacts
For claims-related questions or for support submitting a claim, contact the appropriate product team.
| Product | Contact details |
|---|---|
| Aviation | [email protected] |
| Accident and Health | [email protected] |
| Liability |
Claims and queries should be sent to the appropriate state email address for where the claim is related to |
| Marine | [email protected] |
| Motor | All other related claims details should be email directly to [email protected] |
Property
|
For Major Loss claims all Industrial Special Risk (ISR), MPI, Contract Works (CAR), Business Packages (BPK) and claims with Business Interruption should be emailed to [email protected] All other property related claim details should be emailed directly to [email protected] |
Construction Property and Liability
|
[email protected] |
| Professional Indemnity | [email protected] |
| Workers Compensation |
Tel: 133 723 |