Our Commitment

At Total Claims Solutions, we are committed to resolving customer concerns quickly and fairly. We have an Internal Dispute Resolution process in place to address complaints and ensure they are handled appropriately. Our team is trained to resolve issues as they arise, and we encourage first-call resolution whenever possible.

What to do if you have a complaint

If you have a complaint regarding our service, policy, or claims process, please let us know. This allows us to address your concerns and continuously improve our service.

Step 1 – Talk to Us

Your first step is to contact us. Please provide as much information as possible to help us resolve your complaint efficiently.

Total Claims Solutions manages:

• Insurance Claims on behalf of QBE
• Discretionary Cover claims on behalf of our clients (for example, Ambulance, Accidental Dental and Funeral).

Please note: Complaints about Discretionary Covers are handled by Total Claims Solutions directly and are not lodged with QBE for resolution.

Step 2 – QBE’s Customer Relations Team

If your dispute relates to any aspect of an insurance policy or claim, our service, staff, or the handling of a complaint and you are not satisfied with the outcome, we will refer your complaint to QBE Insurance (Australia) Limited’s Customer Relations & Advocacy Team. QBE will:

• Acknowledge receipt of your complaint.
• Review all relevant details.
• Provide updates on the progress of the review.
• Endeavor to provide a final decision within 30 calendar days.

For more information or to lodge a complaint directly, you can contact QBE Customer Relations:

Phone:  1300 650 503
Email:  complaints@qbe.com
Web: Complaints & feedback | Contact us | QBE AU
Mail:  Customer Relations, GPO Box 219, Parramatta NSW 2124

Still not resolved?

If you are dissatisfied with QBE’s final decision, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA), an independent dispute resolution body.

Phone:  1800 931 678
Email:  info@afca.org.au
Mail:  Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Online:  www.afca.org.au

Time limits apply when lodging a complaint with the Australian Financial Complaints Authority (AFCA). Generally, AFCA requires complaints to be submitted within the earlier of:

• Six years from the date you first became aware (or reasonably should have become aware) of the loss; or
• Two years from the date QBE issued the final response through the Internal Dispute Resolution (IDR) process.

If these timeframes have expired, AFCA may be unable to consider your complaint.

Privacy Complaints

If your complaint relates to privacy, and you remain dissatisfied after QBE’s response, you can contact the Office of the Australian Information Commissioner (OAIC).

Phone:  1300 363 992
Mail:  OAIC, GPO Box 5288, Sydney NSW 2001
Online:  www.oaic.gov.au

For more details on QBE’s Privacy Policy, visit qbe.com/au/privacy.