Dispute handling process

QBE's experienced claims team aims to process your claim as swiftly and efficiently as possible, in line with the terms and conditions of your policy.

We will always try to explain the reasoning behind any decision made but, if you feel that you have been treated unfairly, you have a voice.

Stage 1

Internal resolution process

If you have a complaint, please contact the QBE staff member who made the decision you are unhappy with. If you and they cannot resolve the problem then ask for the issue to be referred to their manager.

If the complaint remains unresolved, you can ask that the matter be referred to the QBE internal dispute resolution process.

The complaint will be forwarded to the Disputes Resolution Panel made up of appropriate senior managers. They will review the complaint and make a final decision. You will receive the Panel’s decision in writing. We will undertake this process within 10 working days.

Stage 2

External resolution process

If our final decision is unacceptable to you, or we have taken more than 40 working days to resolve your complaint, you have the following options available:

  • you may seek independent legal advice; or
  • you may refer the matter to Financial Services Complaints Limited (FSCL). FSCL is a free, independent external dispute resolution service available to certain of our clients (see below) and approved by the Ministry of Consumer Affairs.

FSCL is able to investigate complaints where the amount claimed does not exceed $200,000, and can require QBE to pay compensation up to this amount.

In general, customers who are individuals and small businesses (with less than 19 employees) may refer their dispute to Financial Services Complaints Limited (FSCL). To find out if you are eligible for the FSCL scheme, visit the FSCL website.

For further details, please contact FSCL:

Website: www.fscl.org.nz
Phone: 0800 347 257
Email: info@fscl.org.nz
Mail: PO Box 5967, Lambton Quay, Wellington 6145

QBE Insurance is a member of the Insurance Council of New Zealand (ICNZ). As an ICNZ member, we support the Fair Insurance Code and are committed to complying with its high customer service standards.