Service Standards
Service Promise
QBE New Zealand takes pride in its reputation as a fair company that's easy to work with. If you have a claim we promise to action it promptly and deal with you fairly and to help you get your life, or business, back to normal as soon as possible.
Service Standards
To ensure you get the best possible service in all aspects of your business with QBE, we’ve developed service standards that we’ve set ourselves – and make it our promise to deliver them to you and our broker partners.
| New Business Quotes | ||
|
Enquiry |
24 hours |
Communication within 24 hours of approach with the name of our contact, an early indication of interest and detail of any additional information required or a time frame when we will respond with additional queries. |
| Quote/Decline to Quote | ||
|
Straightforward
|
3 days | From having received all required information. |
|
Complex |
7 days | Advise within 24 hours of receipt of all required information of when the final quote can be expected. |
| Written Cover Note | 24 hours | Within 24 hours of accepting being "on risk" |
| Issue Policy | 2 weeks | On receipt of all information required |
| Renewals | ||
| Renewal/Expiration Notice | 30 days prior to expiry | Applies in respect of all risks complete with contact name at QBE and renewal information required. |
| Quote/Cover Note/Certificates/Policy | As above | As for New Business |
| Claims | ||
| New Claim | 24 hours | Acknowledge receipt via e-mail to broker with details of staff member handling the claim, assessor or lawyer appointed (if needed), QBE claim number (if allocated), request any further information needed. |
| Appointment of assessor or lawyer |
Where needed:
|
Advise broker by phone or email, or confirm/discuss any appointment already made by the insured or broker. |
| Acceptance/Denial | 3 days of receipt of all required information, with reasons if denied. | 2 exceptions to the timing:
In which cases, as soon as practicable. |
| Settlement | 3 days of receipt of all required information | Via broker with details of how settlement is calculated, or direct to repairer (with update to broker). |
| Claims updates | 24 hours | Either as developments take place or on broker request. |
| Other Communications | ||
| General | 24 hours |
Please note hours = business hours