Had an issue with

QBE

? Get a real response.

1) Start with the team closest to the issue (often fastest)
QBE recommends contacting the team already handling your policy, billing, or claim first (for example, your claims officer or the claims department). Their details are usually on your policy documents, letters, or emails. This gives the people with the most context a chance to fix simple mistakes quickly.

2) Call QBE Customer Relations (formal complaints line)
If you’re not sure who to contact, or you’ve already tried and didn’t get a result, call QBE’s complaints line on 1300 650 503 (Monday–Friday, 9am–5pm AEST/AEDT).
When you call, say clearly: “I want to lodge a formal complaint.” Then share your policy/claim number and the outcome you want.

3) Lodge your complaint online (good for a clear written record)
Use QBE’s “Lodge a complaint” option to submit your details in writing. Include your policy or claim number, a timeline of what happened, and any supporting documents. Keep your confirmation/reference number.

4) Email your complaint (attach supporting evidence)
Email QBE Customer Relations at complaints@qbe.com and include:

• Full name + contact details
• Policy/claim number
• What happened (with dates)
• What outcome you’re seeking
• Attachments (quotes, photos, letters, invoices, screenshots)

5) Send a written complaint by mail (formal option)
Write to: Customer Relations, GPO Box 219, Parramatta NSW 2124. Include copies (not originals) of any relevant documents.

Tip: In every channel, add a one-line outcome request (for example: “I’m seeking a reassessment and a written explanation of the decision,” or “I’m seeking payment of $X based on attached quotes.”). It makes it easier for QBE to action your complaint quickly.

Acknowledgement and reference number
QBE should acknowledge your complaint and (usually) provide a reference number so it’s trackable.

Stage 1: Early resolution attempt
QBE may try to resolve your issue at the first point of contact, especially if it’s a simple error, missing information, or a service problem that can be corrected quickly.

Stage 2: Customer Relations review (internal dispute resolution)
If it’s not resolved, your complaint can be escalated to QBE’s Customer Relations team for an independent review. A dispute resolution specialist may contact you, review records, and liaise with other QBE teams.

Timeframes
Under the General Insurance Code of Practice, insurers aim to provide a final response within 30 calendar days (assuming they have the information they need). If it’s taking longer, QBE should explain why, provide an updated timeframe, and tell you about external escalation options.

Outcome in writing
You should receive a written outcome explaining:

• What decision was made (upheld/partly upheld/declined)
• Why the decision was made (policy terms/evidence)
• What happens next (payment, reassessment, correction, or next steps)

Claim delays and long settlement timeframes: Some customers report extended claim timelines, especially where repairs, assessments, or liability investigations drag on.

Poor communication or difficulty getting updates: A common frustration is slow replies, unreturned calls, and inconsistent updates during claim or dispute handling.

Claim disputes (declined or underpaid claims): Some complaints involve claims being denied, partially paid, or settled for less than expected, leading to disputes about policy interpretation and evidence.

Premium increases and billing/admin issues: Customers sometimes complain about sharp premium rises, confusing renewal notices, or admin errors that create payment or policy status problems.

Service experience: Some customers report being passed between teams or needing to repeat information multiple times before someone takes ownership.