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QBE

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QBE is one of Australia’s largest insurance providers, with 130+ years of experience insuring Australians. It offers a broad support network and has been recognised for service quality (including being awarded Finder’s National Car Insurance Brand for Customer Satisfaction in 2021–22).

QBE support is available 24/7 for emergencies, with the main customer service line 13 37 23 (13 QBE / 133723) used for general enquiries and claims. QBE also supports customers through online self-service tools, including online claim lodgement, online enquiry forms, and the QBE Customer Portal (Hub) for managing policies and details.

While QBE doesn’t operate retail branches, it works with a nationwide network of agents and partner brokers—meaning you may be able to get in-person help through a local broker if your policy was arranged that way.

Overall, QBE is widely seen as a reliable insurer with strong coverage options, though experiences can vary depending on the claim type, complexity, and communication during the process.

Across reviews and customer forums, several themes come up regularly when people talk about QBE customer service and claims:

• Claims delays and weak communication: One of the most common complaints relates to slow claims progress and difficulty getting updates. Some customers report having to chase callbacks or emails, or struggling to reach the right case manager for extended periods - especially during stressful events like accidents or property damage.
• Denied or partial claims: Some disputes arise when claims are denied or paid out lower than expected. This can happen when coverage is interpreted narrowly, when liability is contested, or when an insurer determines damage is due to maintenance issues rather than an insured event.
• Difficulty accessing support: At peak times, some customers report long hold times, being transferred between departments, or a lack of proactive updates. When communication stalls, customers sometimes escalate to QBE’s Customer Relations team - and if still unresolved, to AFCA.
• Premium and policy administration concerns: Policyholders sometimes mention sharp premium increases, confusion around renewals, or errors in policy documents. Others note that certain changes can require phone support rather than being fully self-serve online.
• Third-party claimant frustration: People dealing with QBE as a third party (because the at-fault party is insured by QBE) sometimes describe slower timelines and a more effortful process to reach a fair outcome.

Here are the main ways to reach QBE customer service and get help fast:

1. Phone (general enquiries & claims): 13 37 23 (133723)This is QBE’s main line for general policy questions, payments, changes, and claims support. Typical hours for many personal insurance teams are 8am–7pm weekdays, with Saturday hours for some products (often mornings).
   
   
2. Phone (claims & emergencies – 24/7 for urgent situations): 13 37 23For urgent incidents (serious accidents, major property events), QBE can support emergency claims needs around the clock, with specialist claims teams available during business hours.
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3. Make a claim online (24/7):
   QBE encourages online claim lodgement via its website. You can submit details, upload documents/photos, and a claims officer typically follows up within 1–2 business days.
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4. Online enquiry form (non-urgent questions):
   For coverage questions, certificates of insurance, or general policy help, QBE’s online enquiry form is a handy alternative to waiting on hold. QBE generally aims to respond within 1–2 business days.
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5. Email (product-dependent):
   QBE uses different email addresses depending on product line. For example, personal insurance enquiries may use enquiries@qbe.com (always check your policy documents for the right contact). Include your policy number and a clear summary of what you need.
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6. QBE Customer Portal (Hub):
   The QBE Hub allows many customers to view policy details, update information, make payments, and sometimes lodge claims. Availability can vary depending on product type and how the policy was sold.
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7. Through your broker (if applicable):
   If you bought QBE through a broker, they can often handle communications and follow-ups for you - and may be the fastest route for changes, claims updates, or escalation.
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8. Social media (for routing, not resolution):
   QBE’s social channels may help point you in the right direction, but most case-specific support will be moved to official channels for privacy.
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9. Mail (formal complaints/documents):
   For formal correspondence, QBE can be contacted by post (for example, Customer Relations at GPO Box 219, Parramatta NSW 2124). For speed, email or online upload is usually better.

Pro tip: Keep a simple record: dates, names, reference numbers, and what was agreed. If you’re not getting traction, ask politely for escalation to Customer Relations.

Below are the customer policies people most commonly look for when searching QBE support:

• Cooling-off period and refunds (cancellation):
  QBE typically offers a 21-day cooling-off period on most policies. If you cancel within this window (and you haven’t made a claim), you can usually receive a full refund. After the cooling-off period, you can still cancel and may receive a pro-rata refund of the unused premium. QBE generally does not charge a cancellation fee for early cancellation on most policies.
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• Claims repairs guarantee:
  QBE provides a lifetime repair guarantee on repairs it authorises for motor and property claims, covering workmanship and materials for as long as you own the car or home (where applicable).
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• Replacement benefits (policy-dependent):
  Some QBE policies include benefits like new-for-old replacement for contents and a new car replacement window on certain comprehensive car policies (often up to three years, subject to eligibility and PDS terms).
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• Complaints handling and escalation:
  If your issue isn’t resolved through standard support, QBE has an internal dispute resolution pathway via Customer Relations. You can contact them directly on 1300 650 503 or email complaints@qbe.com. QBE generally aims to provide a final response within industry complaint timeframes (commonly up to 30 days, depending on the matter). If you’re still not satisfied after QBE’s response, you can escalate to the Australian Financial Complaints Authority (AFCA) for independent review.
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• Hardship and special circumstances:
  QBE has support options for customers experiencing hardship, and may offer payment plans or other assistance depending on the situation. They also provide counselling support services after distressing events in some scenarios.

Always check your Product Disclosure Statement (PDS) for the specific rules that apply to your policy type.