Make an insurance claim

As part of our claims process, customers receive updates about the progress of their claim. These updates may include information about a claim decision, paying a policy excess and settlement.

Would you like a confirmation of your insurance claim?

If you have lodged a claim with us for a (car, home, boat or travel) policy, you can request a confirmation of your insurance claim (a Confirmation of Claim Transaction) and we will provide it after the claim is finalised. It will confirm basic information about your finalised claim.

How can I request a Confirmation of Claim Transaction?

You can request a Confirmation of Claim Transaction by completing the Confirmation of Claim Transaction request form or by contacting our claims team on 133 723

An insurance claim is when you ask your insurer to cover a loss or damage included in your policy. For example, if your car is vandalised and you have comprehensive cover, you can make a claim to help pay for repairs.

Here’s what usually happens:

1. Report the incident: Contact us as soon as you can and tell us what happened.
2. Assessment: We’ll review your claim and may organise inspections or checks.
3. Decision: If your claim is approved, we’ll let you know what costs we’ll cover.
4. Settlement: We’ll arrange payment or repairs, and your claim is finalised.

If you’d like more information about the claims process for a specific product, visit one of our dedicated claims pages listed above. You can also check out our helpful claims articles for tips and guidance.

The timeframe for resolving an insurance claim varies depending on its type and complexity. Simple claims may be finalised quickly, while more complex cases can take longer. No matter how long your claim takes, we’ll keep you informed every step of the way – providing regular updates on both your claim and repair progress.

QBE Insurance follows the General Insurance Code of Practice, which means:

• We’ll confirm your claim within 1-2 business days after lodgement
• We’ll make a decision on a claim within 10 business days of receiving all required information
• If more time is needed (for example, waiting on expert reports), we’ll keep you updated at least every 20 business days until the claim is resolved
• For complex claims, the Code allows up to four months, or 12 months in exceptional circumstances – such as major events like natural disasters.

Yes, insurers like QBE can see your claims history, and you authorise us to access it when you apply for insurance. Your insurance cost can change based on your claims history. If you have made more claims, it may lead to higher costs, while a history with fewer claims may result in lower costs.

An excess is the amount of money you agree to pay towards a claim. For example, if your car is damaged in an insured event and the repair job costs $2,000, and your excess is $500, you pay $500 and we’ll cover the remaining $1,500.

In most cases, you’ll need to contribute an amount towards the cost of your claim, and you choose your excess when you buy your insurance policy. A higher excess usually means you’ll pay less for your insurance. A lower excess usually means you’ll pay more for your insurance, but less if you make a claim.

Choosing your excess is about balancing cost and risk – how much you want to pay for insurance versus how much you’re comfortable paying if something goes wrong.

Check the relevant Additional Information Guide for your policy to see what types of excess apply and when.