Complaint handling process

If you have a complaint, please contact the QBE staff member who made the decision you are unhappy with, or our Auckland head office (details here). If you and they cannot resolve the problem then ask for the complaint to be referred to a manager.

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

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 may refer the matter to our free, independent external dispute resolution service, Financial Services Complaints Limited (FSCL), subject to their eligibility criteria.

For further details, please contact FSCL:

Phone: 0800 347 257
Mail: PO Box 5967, Lambton Quay, Wellington 6145

You may also wish to seek independent legal advice.