Dispute Handling Process
QBE endeavours to have fair and open dealings with our customers. As part of this goal we have developed the following procedure for handling complaints.
STAGE ONE
Internal Resolution Process
If you have a complaint you should contact the QBE person who made the decision you are unhappy with. If you and they cannot resolve the problem then ask for the issue to be referred to their manager.
If the complaint remains unresolved then you can ask that the matter be referred to the QBE internal dispute resolution process.
The complaint will be forwarded to the Disputes Resolution Panel made up of appropriate senior managers. They will review the complaint and make a Final Decision. You will receive the Panel’s decision in writing. We will undertake this process within 10 working days.
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 have the following options available:
- You may seek independent legal advice; or
- You may refer the matter to Financial Services Complaints Limited (“FSCL”). FSCL is a free, independent external dispute resolution service available to certain of our clients (see below) and approved by the Ministry of Consumer Affairs.
FSCL is able to investigate complaints where the amount claimed does not exceed $200,000, but can only require QBE to pay compensation up to $100,000.
In general, those of our clients who are individuals and small businesses (being businesses with less than 19 employees) are eligible for the FSCL dispute process. Full details of whether you will be eligible for the FSCL scheme can be obtained here.
For further details, please contact FSCL:
Website www.fscl.org.nz
Phone 0800 347 257
Email info@fscl.org.nz
Mail PO Box 5967, Lambton Quay, Wellington 6145
Dispute Resolution Brochure >>