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:

  1. 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.
  2. 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.
  3. 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.

If you’ve changed your name, email or mailing address, please contact the QBE Customer Remediation Team by calling 1300 022 509 (weekdays from 9am to 5pm AET) or emailing remediationenquiries@qbe.com

We're here to help

Find answers to commonly asked questions about payments.
During an internal review of the way we make and deliver pricing promises, we found some inconsistencies between pricing promises made to customers and the delivery of those promises. We are in the process of contacting customers with affected policies between 2016 and 2021 to provide a payment.

By providing your account details using our secure portal, we can get your payment to you faster. If you’d prefer not to do this and we don’t have your account details on file, we’ll send you a cheque in the mail.

To issue your payment electronically, we need to collect your personal information, including your contact and bank 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 payment.

If we find any active or expired policies that were affected by an error, we’ll contact you with more information. If you have more than one affected policy, you may be contacted by us more than once.
The letter (or email) we sent you shows the payment amount, including interest (government charges are only shown if applicable). Interest was calculated in line with the Australian Financial Complaints Authority (AFCA) approach. If you cancelled your policy mid-term, your payment has been calculated on a pro rata basis.

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.

If you have had more than one policy for the same insurance product, you may receive more than one payment. That’s because we’ll provide a payment for your current policy as well as any policy(s) impacted from previous years.
You can deposit your cheque at your local bank branch or certain ATMs. Some banks also offer electronic cheque deposit via their banking apps or the option to make a cheque deposit at your local Post Office. Please contact your bank for more information.
Please write 'return to sender' on the envelope and it will be returned to us.
You can contact the remediation team on 1300 022 509. If you’re not happy with the assistance we provide, please call QBE's Customer Relations Team on 1300 650 503 or lodge a complaint.

Need more help?

Call us on 1300 022 509

Mon-Fri 9am - 5pm (AET)