Knowledge Base

Please follow the Qnect steps below:

1. Go to “Policy Servicing”  and then select "Manage policies”
2. Click "Search"
3. Policy with outstanding premium will display a red icon next to the premium and has "Pay" button
4. Click "Pay"
5. Check the policy details and premium breakdown 
6. Enter “Payment Amount” and “Customer Email” 
7. Select “Pay by Credit Card” or “Send Payment Link” to customer

* There will be no outstanding premium to display if the net premium had been settled
* Online payment accepts credit card payment only

You may follow below steps to check your commission details from Statement of Account. Please check out the “Statement of Account User Guide” and video to know more about the format of Agent Statement of Account.

How to download Agent Statement of Account ?
In Qnect, Go to “Tools” > Select “Agent Statement of Account”

If you need a receipt for offline payment, please contact your RM or send a request to the finance mailbox. For future enhancement, QBE will review internally on how to upload receipt for off-line payment on Qnect.

After bank transfer, please notify QBE Finance on Qnect. Please have the policy number, policyholder name, bank transfer receipt ready.

How to notify QBE Finance on Qnect?

In Qnect, select “Manage my portfolio” >  select “Manage payments” > click “Bank Transfer” to submit payment details

Pay Fast is only applicable to issued policies, and it allows you to collect outstanding payment during endorsement as well.

Important :

Payment not applicable for Payfast 

• Before May 2021, Pay Fast is only applicable to policies in “In Force” status
• Cannot use Pay Fast to send the payment link for quote and policy. Policy number must be provided instead of quotation number for Pay Fast. 

The Pay Fast payment link validity time

• The link will stay valid for 30 days from the sent date. It is also indicated in the email to customer.
• The used link will become invalid after the payment is done. When the client clicks on the link again, a message will be shown to inform that the payment has been completed already.
• The payment amount cannot be changed once the link is sent. You may have to issue a new payment link with correct amount and inform your client to pay using the new link and ignore the old one. The old link will expire automatically after 30 days.

From “Manage Payments”, You will see the reason of declined credit card debit and last 4 digits of credit card number for reference.

Your User ID is your company email address. If this does not work contact your QBE Relationship Manager who can assist you.

If you have a new staff member joining your team who needs access to Qnect, you may contact your QBE Relationship Manager to obtain the relevant documents for application.  Note that you must hold a General Insurance License and have successfully appointed QBE as your General Insurance Company with the Insurance Authority.

Please follow the Qnect steps below:

1. Qnect Login Page: https://qnect.qbe.com/hk/
2. Enter your User ID (your company email address)
3. Click on ‘Forgot Password?’ link
4. Enter your Phone Number that you provided to QBE when you set up your user profile
5. A message will be displayed indicating that a new logon password has been sent to your email address

Note 1: When you log into Qnect for the very first time you will need to use the Forgot Password? link on the Qnect menu to set your password.

Note 2: Never attempt to login unsuccessfully more than twice. If you attempt to login with an incorrect password after 3 times, your User ID will be locked and you will need to contact your QBE Relationship Manager to unlock it.

Note 3: You can only reset your password if you can access your email account to receive your password reset confirmation email.

After you log into Qnect, the ‘My Profile’ link (located in the top right hand corner of the landing page) contains your general information.  You can change your password and phone number from this option. If you want to change your email address,  please contact your QBE Relationship Manager who can assist you.

Account number is usually same as your agent code. You will find it on the quotation or policy schduled issued.

The ""My Profile"" link (located in the top right hand corner of the landing page) contains your general information. You can update your  phone number and change your password from this option.

If you need to change your name or Intermediary details, please contact your QBE Relationship Manager.

If you have problem, feel free to contact your QBE Relationship Manager.

Please follow below steps:

1. Search for the policy or quotation using the "Search quote or policy number" bar in Qnect (located in the top right hand corner)
2. Go to "Document", click on the "Email" button to open email popup
3. Enter your client's email address and select the documents required
4. Click "Send"

Any documents that are stored in Qnect can be emailed to another party or multiple parties. This functionality uses QnectAsia@qbe.com email address to send the email. 

If the email fails to reach its intended recipient, you will receive a fail email notification which you will need to then arrange to resend it to the correct email address.

Note:  If you want to record that you have sent this email you will need to also copy yourself in as an email recipient.

Qnect has been optimised for the latest desktop and mobile browsers, available to both Android and iOS.

QBE Qnect is best viewed using one of the following browsers or your Android browser

• Google Chrome (version 27 and above)
• All mobile browser versions which come with the latest tablet and smart phone firmware

An Out Of Sequence transaction usually refers to a situation where you are trying to process a transaction in Qnect where the effective date of this transaction is before the date of last transaction that was processed.

If this event occurs, you will be presented with an error message ‘Out Of Sequence Transaction’.

If you receive this error message you will need to refer the transaction to QBE to process.  This request can be sent via email or mail.

Qnect is able to restore and return to the last page of a transaction before your computer encountered a system time-out, network-related issue or if you accidentally closed your browser.   These transactions will be listed in the ‘Recovered Transactions’ dashboard on the Qnect Home page.

Note: Recovered transactions will only be available for a period of 30 days before they are automatically deleted by the system.

Clauses are amendments to the standard policy wording. They are part of insurance policies that defines how much risk will be taken on by the insurance company. Note the products on Qnect have standardized clauses. 

Any documents that are stored in Qnect can be downloaded to your computer (or be sent via email to your customer). 

1. Search for the Quote or Policy
2. Go to "Documents" which display all documents generated for that record
3. Click on the actual document name link

Allowable file to upload are gif, png, jpg, jpeg, txt, pdf, doc, docx, xls, xlsx, vsd, ppt, pptx, zip, bmp file extension with only less than 2.0 MB file size.

Clauses cannot be added or deleted.  Refer to QBE if you have any concerns with the Clauses that have been applied to the record.

Clauses can be viewed at any stage e.g. inquiry, create, amend or policy endorsement.  They will also appear of the Quotation or Policy Schedule documentation.  The clauses page can be launched by clicking on the ‘Clause ()’ link from within any cover section. Please follow the Qnect steps below:

1. Locate the Quote/Policy record and then click "View Policy" under "Policy Option"
2. Click on the on the ‘Clause’ link
3. Click on the clause code link to view the detailed clause wording

Note 1: Clause Wordings are located on the last pages of the Quotation / Policy Schedule document.

There are 2 payment options available:

There are two ways to submit changes:

• Go to Quote page, Select “Edit” from “Transaction History” tab to change details and upload supporting documents 
• If our underwriters found that you missed out any supporting documents in the first submission, they will contact you through email to ask for supplementary information. In this case, you can reply their emails directly as usual with revised document or change details. The conversations and attachments in this email thread will be tracked under your quotation record in Qnect.

A Referral will occur if the Cover Section area is Amber (refer) for any required covers based on the Nature Of Business or if certain information supplied in other pages of the quote identifies that the risk requires QBE to review it.

1. When a system Referral is triggered, a ‘Refer’ flag will appear in the Review page. 
2. Click on the ‘Refer To Underwriter’ button at the bottom of the ‘Customer Details’ page when the ‘Referral Messages’ warning is displayed
3. The Referral Information page will then be displayed. Information must be entered here to proceed with the referral.  The more detailed information provided by you the quicker QBE will be able to respond to your Referral
4. Once information is entered, select the QBE email address(es) to send your Referral to
5. Click on the ‘Refer’ button to notify QBE or click on the Back button if you need to make changes to the quote details before referring it to QBE. Once QBE have actioned the referral you will receive a reply advising you of the referral outcome via an:

• Email
• Updated message in the Notifications dashboard on the Qnect Home page
• A Status Update on the Transactions History page

Note: Referrals will be actioned same day or immediately next day if outside business hours.

No. Qnect's policy inception date cannot be in the past.

•  Qnect Products (Domestic Helper, Home, Personal Accident Plus, Private Motor, Travel and SME Business): If you look for the quotation via Quote Search, the latest status is displayed under the quotation details. 
• Other products (paper application products): You can go to New Quote> Quotation Dashboard to look for a full list of quotation, where you can see a full list of negotiated quotes with status and the last status change date.

Negotiated quote means that the quotation has to be manually reviewed and handled by our underwriters. For non-qnect products (paper application products) that cannot get the quotation on Qnect immediately (mainly commercial line products), you may have to submit a negotiated quote request. Currently you can send your quote requests to our Central Mailbox, and now you can also submit it via Qnect. 

There are two ways of finding an existing Policy in Qnect:

1. Search for the Policy using the "Search quote or policy number" bar in Qnect (located in the top right hand corner).
2. Menu option “Policy Admin” then select  ‘Find Policy’.  This option allows you to search by Customer Name and Policy Number.
3. Menu option “Policy Servicing” then select “Manage policies”. 

• Select "Type: Policy" in "Advanced Search". This option allows you to search by Customer Name and Product Type

Yes, Please follow the Qnect steps below:

1. Menu option “Policy Servicing” then select “Manage policies”. 
2. Click “Advanced Search”
3. Enter “Customer name” or “Business name”.
4. Select "Type: Policy" 

This option allows you to search by Customer Name

Please follow the Qnect steps below:

1. Find a policy and go to the "Policy Details" page (Please refer to Policy - Q2) 
2. Go to "Documents" which displays all documents generated for that record (see General- Q15)
3. Click on the "Policy Wording" link to view the document

No. The Policy Cancellation functionality is not available in Qnect. 

• To cancel a policy created or renewed in Qnect, please simply email your cancellation request to your QBE Relationship Manager.  Please provide the reasons for the cancellation request.
• Depending on each individual case, QBE will assess the cancellation and advise the outcome including details of any premiums outstanding or due to be refunded

Please follow the Qnect steps below:

1. Find a policy and go to the "Policy Details" page (Please refer to Policy - Q2) 
2. Click on the "Policy Option" button and then select "Endorsement"

• Qnect Products (Domestic Helper, Home, Personal Accident Plus, Private Motor, Travel and SME Business): The screen will provide all the policy details and you can make the relevant changes. Endorsement document will be available immediately on the Policy Details’ Document section. If any extra premium is required, payment options will be available.
• Other products (paper application products): The screen will display a text box for you to enter the change details. Once submitted, our system will send the information to our Underwriting team to process. 

Note: Once the quote is converted to a Policy,  Qnect will no longer allow client details such as legal name and address information to be changed.  You can only change phone and fax number details.   Please email, fax or mail such change requests to QBE for action

A Lapse transaction is the term used when a policy is no longer required and is terminated on the expiry date. For this type of transaction, no premiums have been paid so no refund premiums are due.

Note 1: Policies will automatically be lapsed by QBE if they are not renewed within 90 days of their due date.

Note 2: There may be some cases where a policy was lapsed in error.  If this is the case, you must email to QBE a request to reinstate the policy and provide the reasons why. QBE will then give consideration to your request and advise you of the outcome.

Please follow the Qnect steps below:

1. Menu option “Policy Servicing” then select “Manage renewals”.
2. Click “Search”: Search result will default as policy which expired in coming 2 months

You may select “Advanced” if you want to change the search setting.

At 2 months before the policy expiry date, the renewal notice will be available and you may use Qnect to confirm renewal (with or without change) before the policy expiry date.

Please follow the Qnect steps below:

1. Find a policy and go to the "Policy Details" page  (Please refer to Policy - Q2) 
2. Click on the "Policy Option" button and then select "Renewal" 

• Qnect Products (Domestic Helper, Home, Personal Accident Plus, Private Motor, Travel and SME Business): The screen will provide all the policy details and you can make the relevant changes. The renewal quote will be available immediately.
• Other products (paper application products): The screen will display a text box for you to enter the change details. Once submitted, our system will send the information to our Underwriting team to process. 

Please follow the Qnect steps below:

1. Menu option “Policy Servicing” then select “Manage renewals”.
2. Click “Search”: Search result will default as policy which expired in coming 2 months. You may select “Advanced” if you want to change the search setting.
3. Click "PDF" to  view Renewal Notice
4. At top left corner, turn on "cc me in all emails" function (if needed). You will be cc'ed in all renewal email if you turn on this function.
5. If "Customer Email" is empty, select "Add Email" under "Action" which located on right hand side
6. Click on  "Action" again and then select "Send Email"
7. Client will receive a renewal email

• For Qnect Product (Personal Product): Client will receive renewal notice and payment link
• For Qnect BIZ & SME & Non-Qnect Products : Client will receive renewal notice

For more details, please refer to Manage My Portfolio user guide

The Renewal function in Qnect allows you to send renewal notice and payment link for client to immediately renew their policy and issue the Renewal Policy Schedule. There is no need to physically send any renewal instructions to QBE nor wait for the policy to be renewed, you can manage all this directly via Qnect in minutes.

The online Renewal function can be used by you for policy renewals if the following criteria is met:

• Qnect Product (Personal Product)
• Policy is in AR (Awaiting Renewal) status
• Policy is not subject to payment instalments
• No claims in the prior year
• No special reinsurance arrangements
• Renewal must be processed on or before the due date (otherwise it must be referred to QBE for processing)
• The product or specifics of the policy are not defined by QBE as needing to be processed only by QBE

lf message "No Online Renewal" shows on "Remarks" column from "Manage renewals", online payment function will not be available for customer.

There are eight types of policy statuses that could relate to a policy renewal.  The Policy status is displayed in both: the" Policy Details" page and "Manage Renewals" page.

Below are the details of the applicable Policy Statuses relating to the renewal cycle together with an explanation.

Renewal confirmation is not available online after the policy expiry date. Please contact your QBE representative to arrange renewal if passed expiry date. 

* Important:  If you are renewing a policy which has expired for more than 30 days, QBE will be issuing the renewed policy with a different policy number.  If you or your customers have made premium based on the old policy number, please be reminded to check your statement of account to ensure the correct premium payment is reflected in the new policy number.

Please follow the Qnect steps below:

1. Find a policy and go to the "Policy Details" page  (Please refer to Policy - Q2)
2. Click on the "Policy Option" button and then select "Renewal" or or “Edit”
3. Upload documents and then send to QBE underwriters

Deduct your agent commission rate* (must meet the minimum premium requirements of each policy)

1. In Qnect, Click “New Business” > Select “New Quote” > Select a product that you want to have a quote > Enter quired information > Click “Calculate Premium” > Click “Commission Adjustment” > Enter “New Commission Rate”
   
   *Not applicable to Motor and Commercial products
2. Some QBE products offer NCD when customers renew the policy

After clicking "Get Quote", clicking on the ‘Add Location’  button at the bottom of the "Attachments" page for that Quote record to add more risk address.