At QBE, we support our customers through different life stages, including in their greatest times of need. We recognise that some people may experience vulnerability due to their personal circumstances, life events or actions of others and may be susceptible to harm, loss or disadvantage. Vulnerability encompasses a wide range of factors including but not limited to financial hardship, family and domestic violence including financial abuse, health conditions, disability, age, cultural or linguistic diversity, remote living, and experiencing natural disasters.
Vulnerability can be complex and unique to individual experiences, may be temporary or ongoing and can be experienced at any point of our lives. As an insurer we help people through challenging moments, so we’re committed to treating individuals with care, respect, empathy and understanding.
We aim to provide support across all stages of the customer journey – whether purchasing a policy, making a claim, or lodging a complaint. To help support our customers, we have a number of support measures and resources available.
We encourage you to share your circumstances with us, so we can work together to arrange the support that best suits your needs.
What to do if you’re experiencing difficulty
If you’re a QBE customer going through a tough time, we offer a range of support measures and resources to assist you.
Family and domestic violence and financial abuse support
Family and domestic violence (FDV) and financial abuse is a complex issue that QBE takes seriously. Find out about the support we can offer you through our FDV Customer support policy.
Financial hardship support
We appreciate there are times when personal circumstances can make it difficult to meet your financial commitments. If you’re struggling to make an excess payment or repay a debt to QBE, a range of support options are available. Visit our financial hardship page to find out more.
Extreme weather support
We know extreme weather and natural disasters can be devastating for our customers and communities, which is why we’re here to provide support before, during and after catastrophic events.
Loss of a loved one
Losing a loved one is one of life’s toughest challenges and can be overwhelming. If you’ve lost someone and are taking care of their assets, its important you let us know so their assets can continue to be protected. Our deceased estates page guides you through what you need to do to take care of any general insurance policies connected with a deceased estate.
Interpreter and translating services
QBE offers customers access to interpreter services in over 160 languages and dialects from native and accredited language practitioners.
If you have an existing claim or complaint and need access to an interpreter, please contact your claims officer or dispute resolution officer directly.
Supporting wellbeing and resilience with free confidential counselling
QBE customers can access free and confidential counselling through our partnership with Assure Programs. Found out about the support provided on our Assure Programs page.
External support services
A range of external support services are available if you’re facing personal challenges and need extra care. However, in an emergency, or if you feel unsafe, always call 000.Ask Izzy is a free and anonymous website that connects people in need with essential services such as housing, a meal, financial assistance, family violence support, counselling and much more. Ask Izzy has thousands of support services listed across Australia, and can help you find the right local support, right at your fingertips.
| Service | Number/website | About |
|---|---|---|
| National Debt Line | 1800 007 007 9.30am – 4.30pm, Monday to Friday |
Provides access to a local financial advisor. |
| ASIC MoneySmart | Moneysmart website | Moneysmart provides free tools, tips and calculators to help you make confident money decisions. |
| Service | Number/website | About |
|---|---|---|
| Translating and Interpreting Services (TIS) | 131 450 TIS National Website |
TIS National is a 24/07 interpreting service for people who do not speak English and for agencies and businesses that need to communicate with their non-English speaking clients. |
| Services Australia | Services Australia website | Government services available for both students and older Australians. |
| Service | Number/website | About |
|---|---|---|
| Lifeline | 13 11 14 (24-hour crisis support) | Anyone across Australia experiencing a personal crisis or thinking about suicide. |
| MensLine Australia | 1300 789 978 | 24-hour phone and online support and information service for Australian men. Supports men and boys who are dealing with family and relationship difficulties. |
| National Relay Service (NRS) | Voice: 1300 555 727 TTY: 133 677 SMS: 0432 677 767 |
NRS is an Australia wide telephone access service available to customers who are deaf or have a hearing or speech impediment. |
| Assure | 1800 808 374 | QBE customers can access free and confidential counselling through our partnership with Assure Programs. You can access up to three sessions with a professional psychologist, plus a session with a qualified financial counsellor. |
| Service | Number/website | About |
|---|---|---|
| 1800 RESPECT | 1800 737 732 | 24-hour hotline for any Australian who has experienced, or is at risk of, family and domestic violence and/or sexual assault. |
| Women’s Legal Services Australia | WLSA website | A national network of community legal centres specialising in women’s legal issues. |
| Aboriginal Family Domestic Violence Hotline | 1800 019 123 | A dedicated contact line for Aboriginal victims of crime who would like information on victims’ rights, how to access counselling and financial assistance. |
| Full Stop Australia | Full Stop Australia website | Offers free, 24/7, confidential, trauma specialist counselling to people of all genders who have been subject to sexual, domestic and family violence, as well as their friends, colleagues and family members. |
| Service | Number/website | About |
|---|---|---|
| Centre for Rural and Remote Mental Health | (02) 6363 8444 | Provides leadership in rural and remote mental health research, evidence-based service design, and delivery. They do not provide emergency services. |
| Service | Number/website | About |
|---|---|---|
| GriefLine | Griefline website | Support for people experiencing grief, loss and trauma. |
| Relationships Australia | 1300 551 800 | Relationship support services for individuals and families, including counselling, family dispute resolution and education support programs. |
| Service | Number/website | About |
|---|---|---|
| STARTTS | (02) 9646 6800 | STARTTS’ services are free for people of any age who have survived torture, trauma or both and are refugees, asylum seekers, or from refugee like backgrounds. |
| National Aboriginal Community Controlled Health Organisation | NACCHO website | National peak body representing Aboriginal Community Controlled Health Services across the country on Aboriginal health and wellbeing issue. |
| 13YARN | 13 92 76 13YARN website |
The first national crisis support line for mob who are feeling overwhelmed or having difficulty coping. We offer a confidential one-on-one yarning opportunity with a Lifeline-trained Aboriginal and Torres Strait Islander Crisis Supporter who can provide crisis support 24 hours a day, 7 days a week. |
Easy English guides
Easy English is a writing style designed to provide short, simple information for people who find reading and understanding complex text difficult. These guides are written in a way that is easy to read and understand, using plain language and clear structure to make information accessible to everyone.
More help
If you need more support with your cover, or help understanding your insurance, please contact us.