Check out the sections below if you are experiencing issues or need support with any online policy transactions.
Renewals
If you receive an error whilst downloading renewal terms, email a screenshot of the error together with the policy number to [email protected].
For Sunrise: Log in to c.change to view the policy to ensure the policy status is showing as 'Renewal Produced', if it is, send a request for a force import to [email protected].
If policy status is NOT showing 'Renewal Produced', email [email protected].
For Steadfast Client Trading Platform (SCTP): We are unable to transfer existing policies into these accounts. A new business transaction is required.
Renewal terms are available via c.change. Log in to c.change and search for the policy to view its status.
If the status of the policy is ‘Renewal Produced’ then QBE has issued renewal terms, and renewal terms are available for download via electronic platform. SCTP users may be required to process a broker-initiated renewal. If you continue to have issues, please email [email protected].
If the status of the policy is NOT ‘Renewal Produced’ then QBE has not yet issued renewal terms, email [email protected].
Cancellations
Access c.Change to view the status of a policy:
- If the status of the policy is 'Currently In Force', proceed with cancelling the policy for the current term.
- If the status of the policy is 'Renewal Produced', send an email, with the policy number, to [email protected] requesting a change of status and deletion of the renewal terms.
- If the status of the policy is 'Cancelled/ Lapsed Status', send an email, with the policy number, to [email protected] requesting a change of status - further cancellation required.
If you are receiving an error when trying to cancel a policy, email a screenshot of the error together with the policy number to [email protected].
If the wrong policy has been cancelled, the policy will need to be reinstated. Email details, including the policy number, to [email protected] for assistance.
If a policy has been cancelled with an incorrect date, manual processing will be required. Email [email protected] for assistance.
If the policy status is 'Currently in Force', and cancellation is required for this current period, you should be able to proceed with cancellation transaction.
If QBE has issued Renewal Terms, email the policy number to [email protected] and request for a change of status / delete renewal terms.
If the policy has been renewed for the new term and you are using one of the following broker packages - Winbeat, c.change, Executive, iaAnyware or IBais - cancel the renewal transaction for the new term, email the policy number to [email protected], and request a change of status/reinstate policy for prior period to allow back dated cancellation.
For all other broker packages, the prior period cancellation will need to be processed manually. Forward cancellation closings to [email protected].
If you are still receiving an error, please email a screenshot of the error together with the policy number to [email protected].
Payment/Premium discrepancies
Bank details can be updated at the time of processing a renewal transaction.
If you need to update the bank details mid-term, you need to process the change in c.change. Please refer to the step-by-step quick guide.
Please note instalment billing is only available for policies connected to Sunrise.
If the policy has been renewed, process a full-term cancellation via Sunrise. Email [email protected] with the policy number, and request for a change of status/ reinstatement.
If the policy hasn't been renewed, you will be able to convert the payment method when you process the renewal transaction.
If you want to connect to the option of instalment billing for your Sunrise policies, please talk to your Broker Manager.
Referrals
Quote referrals are available for the Business Pack (BPK) product only.
If you are experiencing issues in resuming a quote referral, refer to the Quote Referral Functionality FAQs for more information.
For all other products send an email with the quote number to [email protected].
If you require a referral transaction to be actioned by QBE contact [email protected] to assist you with the matter.
If you are receiving an error while resuming a transaction, email a screenshot of the error together with the policy number to [email protected].
If your referral has been declined by underwriting, you will be unable to resume transaction, please delete/void transaction from your resume list. Your underwriter will let you know if anything further is required.
Endorsements
If QBE issued Renewal Terms for a Business Pack (BPK) policy, proceed with prior period endorsement. Existing Renewal terms will be deleted in the process.
If QBE has issued terms for any other product, email the policy number to [email protected] and request for a change of status / prior period endorsement.
If you have you already renewed the policy for the new term and are using one of the following broker packages - Winbeat, c.change, Executive, iaAnyware or IBais - cancel the renewal transaction, email the policy number to [email protected] and request change of status/ prior period endorsement.
For all other broker packages, the prior period endorsement will need to be processed manually. Forward details of the endorsement transaction required to [email protected].
If you have not renewed the policy, you should be able to proceed processing prior period endorsement.
If you are still receiving an error, please email a screenshot of the error together with the policy number to [email protected].
If a new business policy or renewal has not been flagged for an exemption of NSW Stamp Duty fees but it should have an exemption, it will need to be updated.
If you have already renewed the policy and forgot about NSW Stamp Duty exemption, make a request for a refund by following our step-by-step quick guide to process an endorsement. Once the request is completed, it will be referred to one of our underwriters for action.
If you haven't renewed the policy, contact [email protected] to discuss the matter.
Certificate of currency
A Certificate of Currency is available for SME products and some negotiated products and can be obtained through c.change and certain broker packages.
- Via c.Change
- Locate the policy in c.Change
- Click on the Policy Options at the bottom of the page
- Select Certificate of Currency.
- Sunrise via your broker package
- Click the 'View' function in your broker package, once you enter the QBE Sunrise product, enter through the screens until the Policy Option appears
- Click on Documents section, and you’ll find the Certificate of Currency.
The guides below provide assistance on how to generate a Certificate of Currency through the various broker packages:
If you are receiving any system errors while trying to generate a Certificate of Currency, email a screenshot of the error and the policy number to [email protected].
Letter of Authority/Appointment
For a Letter of Appointment, email your Account Manager (Partnerships) or [email protected] for further assistance.