Complaints about our service
Step 1: If you’re unhappy with our service, talk to us. Please contact the person who normally handles your business relationship at QBE LMI.
Step 2: If unresolved, speak with that person’s manager.
Step 3: Contact the Customer Relations team.
Complaints about a denied claim
If we decline your claim, you can ask for a copy of the information about you that we relied upon to assess your claim. You can also request a review of any decision by us to decline to release such information.
Next steps
If you’re unhappy with the outcome of your service or claim complaint you can:
- Seek an Internal Review by contacting the Customer Relations team.
- If you’re still not satisfied, or we haven’t provided a response within 45 days, you can seek an External Review. Please send your request to the Customer Relations team explaining the:
- Nature of the dispute
- Relevant background information
- How the dispute arose
- Solution sought
- We’ll contact you to arrange a meeting to attempt to resolve the dispute within 10 business days. If it can’t be resolved, we’ll provide the details of two or more independent mediators.
- If no agreement on a mediator is found within 10 business days, the Australian Commercial Disputes Centre (ACDC) will appoint a mediator. Costs of engaging the mediator will be shared equally.
- With your agreement, we’ll schedule the date, time, and place of mediation. If we’re unable to agree, the mediator may set the date, time and place.
- Mediation will commence within 90 days of selecting the mediator.
- Both parties may engage legal representatives and will advise the other party of attendees five business days before the mediation.
- All matters discussed in the mediation will remain confidential but each party may disclose the information to appropriate management, insurers or legal representatives. The mediator will not have the authority to impose settlement terms on the parties, but any settlement agreement executed by the parties will be binding.