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 ONEInternal 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.
STAGE TWOExternal Resolution Process
If the complaint relates to a claim and our Final Decision is unacceptable to you, you can use the external resolution process. (The types of claims you can use this process for are listed below)
- Your complaint can be forwarded to retired High Court judge Robert Fisher QC who QBE has appointed to act as an independent reviewer. QBE agrees to be bound by his decision.
A claim can arise from a private insurance policy such as a home, contents, motor, travel or personal accident insurance policy or it can arise from some small business insurance policies.
A small business means 5 or less staff (including the business owners), and an annual turnover of $400,000 or less for that business and any related and associated businesses. Claims disputes arising out of the following causes of loss may be referred subject to the excluded classes of business below:
Types of insurance NOT eligible for this dispute process:
- contract works
- fidelity guarantee
- liability including general liability, professional indemnity, directors’ & officers’ liability
- consequential loss
CRITERIA
The following criteria apply to both private insurance and small business claims.
- The claim must be for $150,000 or less, or $750 / week or less in relation to a personal accident policy.
- The claim must arise out of a policy issued by QBE New Zealand.
- The claim must not have been previously dealt with by any other tribunal, court, mediator, arbitrator or ombudsman.
- A final decision must have been issued by QBE before you can refer a claim to Robert Fisher QC.
Contact Details
Robert Fisher QC
PO Box 3107
Shortland Street
Auckland