Online Lodgement

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Making a claim

Claims can be lodged 24 hours a day, 7 days a week from overseas, within Australia or when you return home.

What you need to do

Before making a claim, it is important to have the following information available:

  1. Your travel insurance policy number
  2. Your contact and travel details
  3. Particulars of your claim and any supporting documentation.  For example: copy of any medical, police or airline reports, the contact details of any treating doctor or hospital you attend, and any receipts for payments made.

Information about travel claims

Online Claim Lodgement

QBE Online Claim Lodgement system enables QBE policyholders to quickly lodge travel claim(s) anytime, anywhere via a fast and efficient electronic service.

Lodging your claim online will give you:

  • Easy lodgement 24/7, anytime from anywhere around the world
  • Prompt acknowledgement of your claim lodgement and be provided with a QBE Identification Claim Reference (ICR) number
  • A claims officer assigned to your claim within 24 hours of the next business day after lodgement of the claim
  • A timely outcome.  We will advise you if additional information is required, assess your claim and provide written confirmation of the outcome of your claim within 10 business days.

QBE Claims Service Standards

QBE prides itself on providing excellent customer service by providing a high level of service to all its customers.  Promptness, fairness, efficiency and accuracy are important to us when assessing and determining claims.  Our claims officers are trained and highly skilled in managing travel claims, so you can rest assured your claim is being managed with the expertise you deserve.

The General Insurance Code of Practice

QBE Insurance is a signatory to the General Insurance Code of Practice.

The Code aims to:

  1. promote better, more informed relations between insurers and their customers;
  2. improve consumer confidence in the general insurance industry;
  3. provide better mechanisms for the resolution of complaints and disputes between insurers and their customers; and
  4. commit insurers and the professionals they rely upon to higher standards of customer service.

To obtain a copy of the General Insurance Code of Practice go to www.codeofpractice.com.au.

Our Dispute Resolution Process

If a complaint arises during your dealings with us or our representatives, you should first discuss the matter with the person with whom you have been dealing.  Where your complaint is not resolved to your satisfaction you should request that the matter be dealt with by our Internal Complaints Handling Process.  Our representative can assist you to lodge your complaint or our Customer Service Centre can take the details for you.  You will be provided with a copy of our brochure detailing our complaints handling process.  Your complaint will be handled by a person with authority to resolve the matter.  Your complaint should be dealt with within 15 business days unless we notify you of the reasons why it cannot be dealt with within that time.

If the complaint remains unresolved to your satisfaction, you can request that it be reviewed by the Financial Ombudsman Service (FOS).  FOS resolves certain insurance disputes between consumers and insurers and will provide an independent review at no cost to you.  QBE Insurance is bound by the determination of FOS but the determination is not binding on you.

A Claim May Be Refused

We may refuse to pay or reduce the amount that we pay you for your claim if you do not comply with the policy conditions, if you do not comply with your Duty of Disclosure or make a misrepresentation, or if you make a fraudulent claim.