When an insurance claim is made by a customer against their policy, it's handled by the Claims area.  We assess the admissibility of each claim and determine what amount QBE should pay in settlement.  We may be dealing directly with our customers or our brokers and intermediaries. This is where our promise to our customers comes to life.  By providing empathetic, efficient and consistent service, we can deliver world-class outcomes for our customers, partners and community.