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At Elders Insurance, the satisfaction of our clients is extremely important. We would like you to tell us if any of our products or services have not met your expectations.
Who should you contact?
If you would like to make a complaint, in the first instance, we encourage you to contact the Elders Insurance Agency that handles your policy. You will find the address and phone number of that office on your policy documentation.
If you would like to lodge a complaint or provide feedback directly, you can access the Customer online form or visit QBE’s Complaints and feedback page for further details.
For Compulsory Third Party (CTP) insurance complaints go to CTP complaints.
For Workers Compensation go to Workers Compensation complaints.
You can contact our Customer Relations team directly (quoting your policy and/or claim number):
QBE Customer Relations team
Mail: Customer Relations, GPO Box 219
Parramatta NSW 2124
Tel: 1300 650 503
Fax: (02) 8227 8594
Email: complaints@qbe.com
QBE has adopted the General Insurance Code of Practice, which provides guidelines and timeframes for handling complaints.
Please review the Resolving complaints brochure or visit https://www.qbe.com/au/about/governance/complaints for more information.
If you are not satisfied with our handling of your complaint, you have a right to take your complaint directly to the Australian Financial Complaints Authority (AFCA), our external dispute resolution provider.
Time limits may restrict your ability to make complaints to AFCA. Contact AFCA or consult the AFCA website for more details.
The details to lodge a complaint with AFCA are:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
