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Complaints process in Fiji

At QBE Fiji, we have a thorough process to review complaints that may arise. We investigate any complaint and try to provide a resolution as quickly as possible.

How to make a complaint

Please contact us and explain the problem. You can either contact the QBE person who made the decision you are unhappy with, or contact our office (details above).

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.

If our panel decision is unacceptable to you, you have the following options available to you:

• Refer the complaint to the Financial Systems Development Group at the Reserve Bank of Fiji. For further details you can visit their website or contact them by:
• Telephone: +679 3313 611
• Email: [email protected]
• Mail: The Chief Manager, Financial Systems Development and Compliance Group, Reserve Bank of Fiji, Private Mail Bag, Suva
• You may seek independent legal advice.

If you need to lodge a complaint, please refer to our complaints process brochure for more details.

Complaints process in French Polynesia

In the event of a complaint, you may contact us at the following address, providing all information necessary for the handling of your complaint:

QBE French Polynesia Branch
Papineau Building
26bis Tepano Jaussen Street
P.O. Box 283, 98713 Papeete
Tahiti, French Polynesia
Tel: +689 40 50 66 00
Email: [email protected]

If you are not satisfied with the way your complaint has been handled, you may also refer the matter to the Insurance Ombudsman at the following address:

La Médiation de l’Assurance
TSA 50110
75441 Paris Cedex 09
France
http://formulaire.mediation-assurance.org/

Where applicable, any request submitted to La Médiation de l’Assurance must be made no later than one (1) year from the date of your written complaint to the Insurer.

If you are not satisfied with the handling of your complaint, or if you would like further information about our complaints handling process, please refer to our Complaints handling brochure.

In all circumstances, please note that you remain free to refer the matter to the competent courts of law.

1. First Stage - Internal Dispute Resolution Process

If you have a complaint, please contact us and explain the issue. You may contact the QBE representative who made the decision you are dissatisfied with, or our Nouméa office.
Please try to provide as much information as possible about the reasons for your complaint. One of our staff members will acknowledge receipt of your complaint and gather all relevant information. In most cases, we will respond within 10 days of receiving all the information we need to process your complaint. Occasionally, this process may be delayed if we require information from third parties, but if this happens, we will keep you informed.

QBE New Caledonia Branch
25 avenue Victoire Henri Lafleur
BP 449, 98845 Nouméa Cedex
New Caledonia
Phone: +687 24 63 00
Email: [email protected] / [email protected]

If you are not satisfied with the decision, you may request that the complaint be referred to a manager. The manager will review your complaint file and advise you of their position in writing as soon as possible. We will also keep you informed of the expected timeframe, as the matter may require further investigation.

2. Second Stage - External Dispute Resolution Process

If you are not satisfied with how your complaint has been handled, you can refer the matter to the Insurance Ombudsman at the following address:

La Médiation de l’Assurance
TSA 50110
75441 Paris Cedex 09
Website: http://formulaire.mediation-assurance.org/

Where applicable, your request to the Insurance Ombudsman must be submitted no later than one (1) year after your written complaint to the insurer.

In New Caledonia, you may also contact the relevant local authority at the following address:

Directorate of Economic Affairs (Direction des Affaires Économiques)
Business Support Service (Service de l’Accompagnement des Entreprises)
Insurance Supervision Office (Bureau de Contrôle des Assurances)
34 bis rue du Général Galliéni
98800 Nouméa
Telephone: +687 23 22 55
Email: [email protected]

In all cases, you remain free to bring the matter before the competent courts.

Complaints process in Solomon Islands

At QII Solomon Islands Branch, we have a thorough process to review complaints that may arise. We investigate any complaint and try to provide a resolution as quickly as possible.

How to make a complaint

Please contact us and explain the problem. You can either contact the QBE person who made the decision you are unhappy with, or contact our office (details above).

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.

If our panel decision is unacceptable to you, you have the following options available to you:

• Refer the matter to the Central Bank of Solomon Islands. For further details you can visit their website or they can be contacted:
• By telephone: +679 217 91
• By email: [email protected]
• By mail: The Commissioner of Insurance, Central Bank of Solomon Islands, PO Box 634, Honiara
• Seek independent legal advice.

If you need to lodge a complaint, please refer to our complaints process brochure for more details.