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 with a policy in place on 30 June, plus those taking out a new eligible policy from 1-31 July.

When will the e-gift card COVID-19 benefit be received?

For customers with an existing eligible policy in place on 30 June: please look out for an email (or letter if we don’t have your email address) from QBE with instructions about how to access your e-gift card. Please don’t forget to check your junk folder too. We’ll be contacting all eligible customers by the end of September.

For customers who took out an eligible policy between 1 and 31 of July, as long as this policy is current on 31 July, you’ll receive an email (or letter if we don’t have your email address) from us about how to access your e-gift card later in August.

Please note: new policies in their cooling off period must be held for the full 21 days before they become eligible for the COVID-19 e-gift card benefit. 

Where can the e-gift card benefit be redeemed?

We’ve appointed Prezzee as the provider for our e-gift card with customers able to choose to redeem this from more than 100 large and small retailers across Australia. For more information on which retailers are available visit: prezzee.com.au/store

Who is eligible for the COVID-19 gift card benefit?

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 Compulsory Third Party CTP), third party fire and theft, motorcycle and caravan insurance customers will receive a $25 gift card.

What do you need to do?

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 e-gift card benefit in line with the timeframes above.  
 
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.