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At QBE LMI we value our customers (lenders) and borrowers that we have contact with. We want you to tell us if we haven’t met your expectations. If you have a complaint please tell us, it gives us the chance to address your concerns. Your complaint could be about a claim made by a lender, repayment history information, a privacy issue or relate to the conduct of our collection agents. Our complaint and disputes resolution service is available to you free of charge. The following outlines our Complaint Dispute Process. It sets out how we handle any complaint or dispute which we are made aware of.

Under the provisions of the National Consumer Credit Protection Act 2009 (Cth), QBE LMI is licensed by ASIC to engage in credit activities and our licence number is 393812.

At all times, your records will be dealt with in accordance with QBE LMI’s Privacy Policy.

Important information for service suppliers and distributors

From 1 July 2021, service suppliers and distributors as defined by the General Insurance Code of Practice 2020, must report complaints to QBE within two business days.

If you receive a complaint, please download and complete the Provider complaint form and send it to the QBE Customer Care Unit.

To help you navigate the form, read our Quick User Guide and Frequently Asked Questions (FAQs).

Further changes to QBE’s complaints process will come into effect in October 2021, so please check back in with us regularly to stay updated.

For more information

Borrower

Information on the complaint dispute process if you are a homebuyer or guarantor and QBE LMI is undertaking action to recover a debt owed by you to your lender.  

Lender

Information about the complaint dispute process if you are a lender that holds a lenders’ mortgage insurance policy issued by QBE LMI (i.e. you are a bank, building society, credit union or non-bank lender).

Other

Complaint dispute process for all other matters.