Borrower disputes

Borrower or guarantor where QBE LMI is undertaking recovery action

Lenders’ mortgage insurance is provided by QBE LMI for the benefit of your lender. It protects your lender in the unfortunate event of you defaulting on your home loan and your mortgaged property being sold. Lenders’ mortgage insurance should not be confused with mortgage protection insurance, which covers borrowers for the payment of their mortgage repayments in the event of unforeseen circumstances including unemployment, illness or death. Should the outstanding loan balance owed by you to your lender not be covered by the sale of the mortgaged property, you would be responsible for repaying any shortfall.

In circumstances where the property you mortgaged to your lender has been sold leaving a shortfall on the loan and QBE LMI has paid the shortfall to your lender, your lender may assign to QBE LMI all of its rights to recover the outstanding loan balance owed by you (“the debt”).

If QBE LMI has taken, or is taking, any action against you to recover the debt, you are encouraged to contact QBE LMI’s mercantile agent in the first instance to explore your available options to repay the debt. Contact details of the mercantile agent will have been provided to you.

The following outlines our Complaint Dispute Process. It sets out how we handle any complaint or dispute which we are made aware of in these circumstances. At all times, your records will be dealt with in accordance with QBE LMI’s Privacy Policy.

Your first step is to get in touch with the team that handles your policy. You’ll find contact details on your policy documents or letters from us.

You can contact our Customer Care Unit directly (quoting your policy and/or claim number):

QBE Customer Care Unit
GPO Box 219
Parramatta NSW 2124
Tel: 1300 650 503
Fax: (02) 8227 8594

If you are not satisfied with our handling of your complaint, you have a right to take your complaint directly to AFCA.

Time limits may restrict your ability to make complaints to AFCA. Contact AFCA or consult the AFCA website for more details.

The details to lodge a complaint with AFCA are:

Online: Australian Financial Complaints Authority
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001