Handling your complaint or dispute at QBE LMI

At QBE LMI we value our customers.  We understand that from time to time some customers may not be happy with the service we provide in our underwriting area, in our handling of your claim or with other aspects of our business.  This leaflet outlines our Complaint Dispute Process.  It sets out how we handle any complaint or dispute which we are made aware of.   

If you are unhappy with our service or have a complaint, we would like to know about it.  We ask you to contact us and speak with either the person who normally handles your business relationship here at QBE LMI, or that person’s manager.  In most instances they should be able to resolve your complaint for you.  When you let us know about a complaint, we will usually provide you within 15 business days our business manager’s response.

Internal Review

If you remain dissatisfied you may seek an internal independent review by our Complaint Dispute Resolution (“CDR”) area.  You can contact our CDR area by phoning, toll free, 1300 367 764 and ask to speak to our Governance Counsel.

Alternatively you can put your complaint in writing and send this to:

QBE LMI Complaint Dispute Resolution
By Mail:    PO Box R1547 Royal Exchange Sydney NSW 1225
By Fax:     02 9251 5550
By Email: complaints@qbelmi.com

If you contact the CDR area, we will obtain your particulars, the details of your complaint and will treat your complaint as a dispute.  As part of the review process they will obtain information from the relevant business unit within QBE LMI, review your dispute and write to you advising of the outcome of the review and reasons for their decision, usually within 15 business days of first contacting the CDR area.  If for any reason there is a delay with the review, you will be advised and be given regular updates. 

External Review

If you are not satisfied with the outcome of this process, you may seek an external review. The correspondence you receive from the CDR area will provide you with information on external review options which may include
referring the matter to mediation by an appropriately qualified mediator as an alternative to litigation.