The health and wellbeing of our customers, partners, community and employees remains our number one priority during this time of uncertainty.

As the situation with COVID-19 continues to develop we want to let you know that we’re here to support you.

COVID-19 benefit for private-use car insurance customers

We know many of our customers are facing increased financial stress as a result of the situation with COVID-19 so we have launched a benefit for our private-use motor insurance policy holders.

Eligible Australian comprehensive car insurance customers will receive a one-off COVID-19 benefit in the form of a $50 gift card, while third party (excluding CTP), third party fire and theft, motorcycle and caravan insurance customers will receive a $25 gift card.

The COVID-19 benefit represents about 25% of the average private-use motor insurance policy from April to June and is available to existing customers and new policies entered into before 30 June 2020.

There’s no need to contact us about this as we’ll be in contact shortly with the details of how to access this COVID-19 benefit. We’ll also publish those details here so check back for details.

Helping our customers

For customers who already have a claim with us and are experiencing financial difficulty, please talk to your QBE claims officer or access our hardship application form.

If you purchased your insurance through a broker, agent or financial institution, please contact them directly to discuss the options available for support.

There may be some impact to service levels during this period and we appreciate your patience during this time.

Free confidential counselling

Woman and young girl studying together

QBE customers can access free and confidential counselling with an experienced psychologist. This is provided via our partner Assure Programs and may be helpful if you’re struggling to deal with the uncertainty of COVID-19 or other challenges, such as stress, anxiety or relationship issues.

To arrange a confidential counselling session:

  • Call our provider Assure directly on 1800 808 374 (Australia) or 0800 464 387 (NZ)
  • Let the Assure team know you’re a QBE customer and they will book you a telephone appointment with an experienced psychologist
  • Please let Assure know during the booking process if your need for counselling is urgent.

Support for SMEs

We've introduced support measures for our small and medium business (SME) customers experiencing financial hardship as a result of COVID-19.

This includes maintaining expiring premiums, deferred premium payments, continued insurance cover for vacant business premises and cover for commercial motor policies where vehicles are no longer on the road.

Please contact your broker directly for more information and read our full statement, including eligibility and other details.

Claims health and safety

We want you to continue to feel secure at claim time so we’re making changes to how we manage your claim. We’ve taken actions to minimise risk for you and for our network of suppliers, including assessors, restorers, builders and repairers.

Our supplier network have now introduced screening questions before any customer visits and are following the latest health and safety advice. We’ve also started using live video assessments with a number of our suppliers in some instances.

Paying Australian suppliers faster

We value our suppliers and are committed to supporting them through these uncertain times. We will look to prioritise payments to our small and medium business suppliers and look at ways to reduce payment terms to no more than 15 business days.