We know how important it is that we keep the promises we make. So, if something goes wrong, we’re committed to making it right. Here’s what you can expect if we find a mistake that affects you. We will:
- Contact you
Expect a letter, email or phone call from us to let you know you’re entitled to a payment. If you’re entitled to more than one payment, you may hear from us more than once.
- Send you a payment
Expect your payment by cheque or as a direct deposit into your account. We’ll organise it as quickly as possible.
- Fix the problem
When we identify an error, we’ll always complete a thorough review of our processes to identify what went wrong and put a fix in place - to make sure other customers aren’t affected.
We're here to help
So that we can issue your payments electronically, we need to collect your personal information, including your contact and bank account details. This will ensure that payments are made to the correct payee and account. As part of this process, we may share some of your personal information with our payments service provider to administer your payment.
If you elect not to provide this information and we do not have your account details on file, we will send you a cheque in the mail.
QBE will be making minimum payments of $10 to impacted customers. The interest amount stated in your letter is the difference between your actual payment amount and the minimum payment amount of $10. This is why the interest amount is higher than expected.