The General Insurance Code of Practice

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

The Code aims to raise standards of practice and service in the insurance industry;

The Code promotes better communication between insurers and customers, which will lead to better public understanding of insurance to allow customers to make informed choices;

The Code outlines good standards of practice and service to be met by insurers, to enhance their reputation for responding efficiently to their customers' needs.

Dispute Resolution Process

If a complaint arises during your dealings with QBE, 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 their Internal Complaints Handling Process. We can assist you to lodge your complaint via enquires@motorcycle-insurance.com.au or the Customer Service Centre on 1300 762 885 can take the details for you. You will be provided with a copy of our brochure detailing the 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 days, unless QBE 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 Financial Ombudsman Service (the FOS), an ASIC approved external dispute resolution body. The 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 the FOS but the determination is not binding on you.

A claim may be refused

QBE may refuse to pay or reduce the amount they pay under a 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.

For more information relating to the code click here http://www.codeofpractice.com.au/