Stay away Don't take the risk
Delay is in their DNA. 6 weeks still waiting indefinitely. Total Loss Department is a total disappointment. No communication no acknowledgment of emails.Talk to different people all the time. 1.8 Star Rating is there for a reason. Be warned.
First thing is first, good luck getting through their waiting list. Secondly, they connect you to 20 different departments and they all ask you to send an email to their department, then they confirm they've received the email and the next day you call to follow up all 20 emails you sent have disappeared! Absolute scams.
I’m not in a big rush for the claim money so not really angry but they are very slow it took around 3 weeks to be assessed then another week after the assessment I never heard back so called them and they said they haven’t even reviewed the assessment they will pass it onto the reviewer now they know it’s been assessed (if I never called who knows how long it wouldve taken them to realise it had been assessed before they pass it onto the reviewer) I have now been told it will take another 2 weeks to be paid not holding my breath because I wouldn’t be surprised if it took even longer like I said I’m in no rush for the claim payout but it takes a very long time
Great customer service and price
I've been using QBE for many years with different bikes. I only use their comprehensive insurance and only needed their help once thank God. The agent I dealt with was extremely helpful and resolved my issue quickly and professionally.
Very easy PDS to understand and no questions asked when it's time to use it.
Overall very pleased with the service and price.
Completely disorganised customer service!
They didn't cancel a policy that I asked to be cancel 1 year ago charging me for the whole year, now when I found out I notice that they cancelled my bike that Im riding now so Ive been riding without any cover. My check from the other bike that supposed to be on my hands now I still haven't received and have to wait now another 10 to 21 days. My whole experience = shocking and unsafe!
Excellent Service signing up to my policy
I spoke the lovely Courtney from QBE who was super helpful guiding me through my policy. She was able to give me the most competitive price and made it all happen quickly and efficiently.
Can't thank you enough Courtney!
Hi I had a accident on the 2 /11/18 took a while to get it sorted many phone call, but it settle now took a month so not too bad and I did not pay the access, the only think would be good if only one person dealt with the claim as I got a few that said they would do some thing and never did, one guy talk over you which I hate, I did give a bad review but I’m now happy now as it sorted and money in the bank
Extremely long delay
I crashed my bike on 28th Sep, lodged first thing on Monday. Everything was smooth until my bike was decided it's a write-off. All the "Claim Specialists" keep telling me the Total Loss Department is looking into it, it's been taking a long time because…someone fell ill so they're 2 weeks behind. I really wonder how many people are working in that department.
It's been 6 weeks since I made the claim. Every week I have to call to follow up and the same answer is given each time. Never again QBE, this is it.
The worst experience
I had a low speed accident.
Crashed on Sunday 9th of September, Called QBE first thing on Monday 10th to make the claim, they were suppose to organise a truck to take my 1299 to the workshop, as the person on the phone told me that it would take time to organise a truck to move the bike I just sorted out the transportation of the Bike to the workshop by myself, took the day off at work because I wanted to facilitate the whole process.
Received a call from the QBE Assessor Tuesday the 11th of September and he just told me that my motorcycle was a total loss, then he mentioned that the official report would be finished by the weekend.
I decided to send my damaged gear to QBE (Paying Express Post from my own pocket) on the 12th of September and then on the 13th the guy in charge of that told me I would be getting the money in my account on Wednesday the 19th.
After calling them multiple times the report saying that my bike was a total loss just went into their system a week after...kept calling without any success and just decided to send an email and call again, finally on Wednesday 19th could get an answer by email with instructions, I did send all the paperwork and spare key as requested (Express Post again in order to speed up the process).
Obviously at this point I did not receive my GEAR Money and decided to call last Friday the 21st, as usual spent more than an hour and had to force them to make the payment which I still haven't received.
All they have to say is that there is a massive volume of claims... If that's the case they should be prepared for such an apparent high demand as there is enough money from costumer pockets getting into their accounts!!! (Just hire more staff).
Nobody is able to give an expected payment date...
QBE should have paid 2 weeks after lodging the claim.
I have a new bike ready waiting for collection and since this is the third week, if I don't resolve the issue by Thursday 27th of September I'll be forced to lodge a dispute.
Well, just received a message this morning about getting a call from someone from QBE, obviously that was not going to happen as they said the same last Friday...
Just talked to them again and the answer is the same "Someone will call you".
It is frustrating to choose the wrong company to look after you, they just don't want to finish a two week process.
They cannot even transfer my call to someone who can give me an answer!!!
Now I understand why other companies like "Youi" have decent reviews...
We had 4 motorbikes all insured with QBE.. sold my sons bike two days ago.. asked for a refund from my monthly payment, was advised that no payment qualified as there is a $30 cancellation fee.. what the..!! be aware!!
Rang them to make a claim and had to wait a week for someone to ring me back to actually lodge a claim. After did not hear from them for over a mouth after i rang them to be told where to busy just going to have to wait. Lodged a complaint after two months got no where with that. So i lodge a formal complaint with the financial ombudsmen service. Qbe rang me the next day to finalize my claim. They tried to only pay me out agreed value even though it was under two years old and i had it in writing that it was two replacement. I sent them a copy of the paper work and told them if i have to i will take this matter to court. They ring me the next day and told me they will honor the two year replacement. Absolute joke of a company.
No settlement still after 4 months
I would personally NEVER recommend QBE motorcycle insurance to anyone, not even my worst enemy. I had a motorcycle accident on April 14 2018 and called them on April 16 2018, I called at least 20 times (not even exaggerating) about my claim which was a clear write off. The claim was filed out a few days later from the day of the accident and ever other time i called to get an update, I would have to wait 40 mins plus before even talking to an operator and when i did all they did was take my name, number and policy number and said they'd call back (they never gave me a call back, not even once) every communication made by them to myself, was 2 emails, so every time I did want an update I'd have to go chase them up. The team is so unorganized, they told me that they have "sent a request for new bike in order to proceed further with your claim" which was sent Jul 26 2018, 11 days later i called asking for an update, i was put on a short hold and they only just found out that the email they sent was to someone who didn't even work there anymore, had I not called them for an update would they even realize. DO NOT USE QBE insurance. Still haven't been finalized or received my new bike.
I understand that the team is trying their hardest and trying to finalize my claim asap, but this is ridiculous. 4 months and still no bike.
Other than the slow service i'd have to give credit to the team as they were super nice and helped where possible. So i'd like to thank the team for their hard work.
Call centre availability is terrible
DIdn't think to check here previously, for the benefit of riders he we go.
Like many others I called the claims phone number end of June 18 and was on hold for about 1 hr 45 mins, if that's not bad enough the consultant stated they have had extreme delays for over a month which was not confidence inspiring. The team's clearly trying their best but the non stop calls are impacting their general demeanour as the guy I spoke to needed a hug and a mars bar more than I did.
Each time I've tried to call QBE since there has been similar delays well over an hour each time, no call backs as promised, one consultant transferred my call to the sales team incorrectly which ... picked up in under a minute. Turns out the complaints team tried to call me and when I returned the call (another hour wasted) the call centre has no record of the call and swore black and blue no one at QBE called me so the teams don't talk to each other.
That said, the assessor was fantastic, on the phone in a couple of days explaining what he's done, the next steps and approving the repair.
Such a shame it appears the bean counters have decided to limit the number of staff available to take calls and limit their ability to get back to riders at their most vulnerable, this claims department is currently lost in the tall grass.
First off all waiting time on phone is 45 min on an average which is ridiculous. I had an accident a month ago, not at fault as declared my the police. Bike is a ride off and now all I am asking is a settlement which I believe would take another 40 month as the calling time. Each time I call, the representative tells someone will call you anyways who is that someone. Can you please tell, how long would it take. Don't keep people hanging, my world doesn't only revolve around calling you guys and waiting.
Have waited 3 weeks so far for nothing to be done about recovered stolen bike. They informed us it is normal for a claim to take up to 7-8 weeks. Admin input reference number incorrectly caused more delays. Wait 40mins plus for Service by phone to be then put on hold. A stressful situation has now added frustration.
Warning to all riders!
I have had a claimable event and attempted to contact QBE yesterday to lodge a claim. I was on hold for 52 minutes when I spoke to someone who explained that I had come through to the “wrong department” (definitely was not) and asked for my details before explaining to me that someone would call me today between 9-11am. I phoned and left a message on the general QBE complaints number as a result of the 52 minute waiting time. No one phoned me this morning as I was told I would be. I then received a phone call regarding the message I left on the QBE complaints line; this was at midday today- they explained that they have “quite a few complaints about the motorcycle section” and that they would organise the manager from that department to contact me “very soon”. No call received so I have just phoned the motorcycle claims department again where I was on hold for another 24 minute period to be answered by ‘[name removed]’ who could not help me because he has “at least five other claims to process before you” and is the only person in the office. He took my details and said that someone would phone me back when they get to it! Having just sold my car, my motorcycle is my sole means of transport and having just read the other reviews on this forum I am very concerned that this claims process is going to drag on for months leaving me without a vehicle and being forced to take action through the ombudsman or legal action. I am an active member of a large motorcycle community of which I will be spreading the word far and wide should this matter not be dealt with professionally and promptly. Absolutely disgusted QBE. I have held comprehensive insurance on this bike for 8 years without a claim- get out of motorcycle insurance- it is destroying your business reputation.
Over 3 hours on the phone waiting...
Called to make a claim today on multiple occasions, time on hold varied from 20 min to 1hr 40 in and on the 3rd time I got through... considering you can only call for motorcycles claims, they need to put more people on the phones to actually provide a service. Funny thing is I then called the sales line for a new policy and it was almost instant. ..
It is worse to deal with QBE than it was having my accident!
I crashed my bike 8 and a half weeks ago, I tried to lodge my claim on the Monday after my weekend accident and was told to leave my details and a claims officer would be back in touch. It wasn't until 4 days later that I finally received a call to lodge my claim. After 2 weeks of calling and leaving my details for a claims officer to call me back I was told that my bike was assessed and it was a write off. I was then told 10 business days for the assessors report to be submitted and again someone would be in touch. Weeks of calling and leaving details with no return call passed and I raised a formal complaint, after the complaint a customer service manager contacted me who still was unable to give me answers about my claim. He told me he was running back and forth with claims to try and get updates for me. I was told my gear would be paid out which also did not happen until I followed up this manager again. I was then told the gear would be paid out with my bike (this is after I had previously been told I would receive a replacement bike). 6 weeks after my accident I was finally told that they needed paperwork from me and could not proceed without it, this is 6 weeks into my claim! I have now given the paperwork to QBE, they have paid me out for my gear but I am still to this day 8 and a half weeks in trying to find out what is happening with my bike. Going through my accident being debilitated for a week and the recovery to date has been less painful that my dealings with QBE! Their treatment is just a joke and I am still left helpless without a bike or an idea on when I will have a replacement!
No claims department, No customer service
Tried on multiple days and times to get through and after 30 mins on hold you go through customer service which take your details for a call back that never happens.
I was in a not at fault accident and they did not do anything to assist or make the matter easy.
Their assessor/tow truck wanted me to come to his location as coming to my address was 'too hard'.
Without a bike for two months and offer no replacement vehicle.
Did not do delivery, $70 cab ride to go to pick up bike.
Do not settle for a company only interested in your $$$
Had an accident a month ago, made a claim, bike was assessed to be a write off. Had to call the claims department multiple times, each time was told to leave my details and someone would get back to me the next day which never happened. Finally got a hold of someone and they said they still needed paperwork which I then gave them. Said it could still take up to a month. I need to use my bike everyday to get to work and travel expenses are building up.
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