Complaints
At QBE, the satisfaction of our clients is extremely important. We have internal and external disputes resolution procedures to resolve complaints in connection with the provision of insurance services.
We would like you to tell us if any of our products and/or services has not met your satisfaction in any way.
To expedite matters, you need to provide us with your details (name, contact numbers, policy number, etc), specific nature of your complaints and supporting documents, if applicable.
Stage OneWe will acknowledge your complaint within 3 working days.
If we need additional information, we will contact you and request that information within 7 working days of the date of your complaint.
We will endeavour to resolve all complaints as soon as possible. If your complaint takes longer time to resolve, we will contact you and update you on the progress of your complaint within 14 working days of our last communication to you.
Stage TwoIf the outcome of your complaint is not handled to your satisfaction, you can write to the Principal Officer of the insurance company to appeal. You may write & post to us at the address given below or email your complaints to complaints.sg@qbe.com. We will respond to your appeal within 14 working days.
We will handle your complaints fairly and promptly.
Our Address
QBE Insurance (International) Limited
60 Anson Road #11-01
Mapletree Anson
Singapore 079914
Tel: 6224 6633 Fax: 6533 3270
Insurance Disputes Resolution SchemeIf you are still dissatisfied with the outcome of the Principal Officer's response, you may choose an alternative resolution avenue through Financial Industry Disputes Resolution Centre Ltd (FIDReC) who will act independently of the insurer.
FIDRec Contact details are:
Financial Industry Disputes Resolution Centre Ltd (FIDReC)112 Robinson Road #13-03
HB Robinson Road #13-03
HB Robinson
Singapore 068902
Tel: 6327 2278 Fax: 63278488
Email: info@fidrec.com.sg
Web: www.fidrec.com.sg
Additional information
Our complaints and disputes procedures follow the requirements of the industry General Insurance Code of Practice. If you wish to find out more, you may visit www.gia.org.sg for more information on the Code of Practice.