QBE have simply ignored my attempts to contact them
I was involved in a motorcycle accident 7 weeks ago.
I completed the claim forms for my "Platinum" comprehensive policy 6 weeks ago. Ive heard nothing.
They wont return my calls or emails.
- Verified customer
Changing to QBE was a MISTAKE
It was last year when I decided to change my insurance from NRMA and find a cheaper competitor, QBE was fairly priced so I decided to go ahead with them. I cannot comment on the service as I bought the policy online and never had to deal with customer service department.
Only until I had an accident on 29/1/2020 which was a weekend and I had no clue that they don't operate on weekends, which was bit unusual as all my other insurers do. I lodged a claim online but I wasn't contacted by any claim consultant within 48 hours as mentioned on their...website. I decided to call them and once I got in touch with the first consultant everything seem fine, the person straight away pulled my online claim and lodged it immediately and assigned a tow truck to come pick the vehicle to go for repairs. That's where all the delay started, the bike was picked a week later as the tow truck had no availability and the same day assessor called and advised me that its a write off. Since his call its been a week and I didn't hear anything from the insurance claims department so I decided to call them again and after talking to the consultant i found out that they were just sitting on the report and had not forwarded it to total loss team at all. After talking to the agent they advised that the claim has been forwarded to total loss team and I'll hear from them in two weeks time. Its been two weeks and no one has called so I called them again today and they advised me of the work backlog with total loss team and it will take another 2 weeks for them to get to my file. Now this is frustrating as not even my apparel claim has been finalised neither anyone from the insurance department has made any efforts to contact me or provide me with an update. The whole experience with QBE has been an inconvenience, there has been no communication from QBE since the bike was declared a write off and no one seem to have a clear processing time frame. This is totally a disgrace for such a big insurance company to delay the processing time by weeks without any clarification or communication. It has been 5 weeks already and QBE has still not processed it and have no clear time frames on processing a claim lodged 5 weeks ago. I'm getting frustrated and feel worst to choose them in first place. In comparison to NRMA who finalised my claim in merely 2 weeks, QBE is no where. Update: It has been more than 6 weeks and no one from QBE has contacted me, after several emails and calls, the claim is still not been finalised.
Customer service was pretty good
Bought 1 year of insurance for my bike a couple months ago but recently sold it. I never made a claim but when calling them, they answered on the first ring and the agent was very friendly. When I said I wanted to cancel my insurance (before mentioning I sold my bike), they didn't question me and jumped right into helping me cancel. The amount of refund, processing time, and everything was very thoroughly explained. Cost-wise, QBE also had one of the cheapest policies when I was getting quotes.
Still waiting for payment
I had a Kawasaki W650 which was stolen July last year, and found later.
QBE have only today agreed to reimburse me for my stolen helmet, and denied paying other damage.
Premium went up over 57%
After being a customer with QBE for many years I received my renewal. It had gone up in price by 57% on the previous year?! I rang QBE and was put on hold while he checked. He came back and told me his Manager confirmed Red Book prices had APPRECIATED for my bike, a 2015 Indian Chief Vintage and it was worth more now than when I bought it new. I don't think so. I don't know which Red Book they were looking at but when I checked my bike had depreciated by around $10,000 which was about right. Other insurance companies agreed. I am no longer c...omfortable to deal with a company that makes unbelievable claims on the value of a bike to get higher premiums, and if a claim was made what value would they then put the bike at? Not sticking around to find out.
My 2015 QBE Experience.
I managed to Write Off my 7 month old BMW in an accident where I lost control. The bike was towed to the nearest town. The Assessor made contact with me in the first 7 days and informed me that the bike was a Write Off. I paid QBE my Excess plus the balance of my policy which came out monthly. I did follow with a couple of phone calls. The Staff were very professional and informative. My new replacement bike was ready within 1 month with 12 months Registration and ready to go.
I did not include some of the extras that were fitted later and I did not keep receipts for my older Riding Gear which was my fault.
Otherwise the whole process went very smoothly and hopefully never to be repeated.
Great communication and claim handeling !
Had the misfortune that road debris damaged the engine of my 6 month old BMW. The whole proces from reporting the incident / claim to settlement of the damage was extremely professional and friendly. It never took more then a few minutes to speak to a claim officer or they would call back quickly. Since the damage resulted in a total loss it took several weeks before the claim was completely settled. This is however in my opinion normal when dealing with a total loss. I can only highly recommend QBE motorcycle insurance based on my experience. Thanks to all dealing with this claim for the professional and friendly service.
- Verified customer
Experience had ups and down
Recently had an accident. Initially process was fantastic, bike was a total loss and I was surprised how effecient everything was. When it was time to receive payment it changed significantly.
Got my apparel claim quickly but after speaking with multiple operators found they incorrectly paid the towing company instead of me. Now have to wait for towing company to refund QBE which is around 1 week then wait for it to go through QBE processes again. Wouldn't have been so frustrating if I hadn't been assured multiple times it was happening corre...ctly. Also got the run around about when payment for bike will be, it's "someone will contact you early in the week" when no contact is received and followed up it's going to be later in the week....now early next week. Call centre staff are friendly and helpful but it would appear they don't have access to all the information. Eventually got contacted with confirmation of payout figure and timeframe for payment within a reasonable timeframe, however would have been more reasonable had I not received conflicting advice regarding timeframes.
Don't Know What The Problem Is
The reviews here sound like they are for a different company.
I crashed my 2008 GSX1400 in a slow speed heavy traffic situation on 01/08/2019 (car pulled out across traffic, everyone hit the anchors and down I went - rookie mistake). Lodged a claim the next day, bike transporter took the bike to the preferred repairer in our area that day - not out of pocket for this. The assessor didn't get to review the bike until the 15th, but found it was a total loss - written off. I called the following Tuesday (17th) and they asked me to send a copy of ...the rego paper, spare keys and my bank details. I rang on the Thursday (19th) morning to see if what I had sent was OK and by that afternoon I had an email saying that my payment would through within 3 working days. Just checked my account and the payment is through (within 2 working days). At all times the QBE call centre people were helpful and easy to communicate with. I will try to get them to cover me again because apparently (according the call centre person I spoke to) one accident in a 3 year period will not affect my excess or premium. And no, I am not a friend / employee or paid reviewer.
- Verified customer
Insured for 10+ years, easy claim for total loss (theft)
Writing this review as I was apprehensive of the claim process when my motorcycle was stolen overnight from my residence. This came on the back of over ten years of coverage with QBE covering two different motorcycles, which I always found of good value by comparison to other market offerings. As a quick summary of pros/cons:
- good price, options and inclusions during the life of motorcycle cover.
- staff on phone were helpful during each interaction. I had neglected to inform of a new address which they sorted during the claim process with no issues.
- entire claim process from initial call through to settlement was 1 month.
- no call centre operation over weekends (Mon-Fri only).
- call times can be lengthy...
Absolute RIP-OFF, Pathetic/Non-existent customer service.
Had to cancel my platinum Full-Comp MC Insurance with QBE (pay by the month policy).
They didn't make it easy.
No replies to emails for days on end, they cancel my policy over a week after my initial request, then they have the audacity to want to charge me a $30 fee to cancel my policy (on a $35 p/m policy).
Needless to say I'm not happy and will issue a chargeback if they attempt to take any money from me.
They deserve zero stars, but I had to leave one to be able to review the fools.Five stars for finally more than five hours of sleep!
Negative Negative Negative - I had to give them at least one star
This is by far the worst insurance provider I have ever come across. 8 Weeks later I still have no resolution on my claim. I agree with everything that the other people have written on here. First of all their customer service is absolutely disgraceful. No acknowledgement of e-mails received, no follow ups made, no communication or status updates on how my claim is going. No one seems to be having any idea what is going on. On top of it all you send an e-mail and you ask a question and no one responds. I would have never taken up this insurance...but because I went through ANZ I am now stuck with this insurance provider. Also you offer a replacement vehicle for TWO weeks only, this is irrelevant who is at fault. This is ridiculous I mean who is at fault that my vehicle was sitting at the repairer for 7 weeks and nothing has been done?? I dont understand how you people can operate like this. I have lodged a complaint with ANZ as well as QBE and AFCA. Someone needs to do something about this, if you are happy taking our money then you should be providing the service you promised and not this NONSENSE
So to start off the terrible service i dropped and damaged the bike on a weekend which is a big no no as they dont open on weekends. So i filled out a online claim form which they reply, you here back in 48hrs 4 days later i had to call them as i still hadn't heard anything. then they tried to tell me i needed to lodge 2 claims and 2 lots of excess as when the bike was lifted of my foot it was layed on the other side which damaged they second side. i have lodged a complaint with the complaints department and a week later they cant even make con...tact with there own claims department. even know they would let me know what was happening 4 days ago. long story short i was looking at using them for both my car insurances and now i dont thing we will be renewing any insurance.
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.
- Verified customer
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!
Questions & Answers
QBE has 40 reviews, but THIRTY are negative! 1.8 out of 5 stars is terrible. What have you done, if anything to resolve these complaints? How many extra staff have you employed this year to reduce the sometimes massive wait?
What is happening with QBE... had an accident 5 April... now the 20th... customer service is a joke... constant calls sent to overseas... and they have no clue.. will get some to call you back... my goodness 15 days to call me back... disgusting..... what can I do.... please help...
Hi Rob, sorry to hear you're having issues. Please email us at email@example.com with your claim, contact number and full name and we can escalate this ~BLS
I've just spent about an hour reading through all of the above reviews and am really concerned that I did take out a QBE Motorcycle Insurance Policy earlier this year
I am a Ulysses member and understand that QBE is a sponsor of the Club.
I asked someone in admin at the Club who informed me that the Club hadn't heard of any adverse reports about QBE so I felt comfortable insuring with them as they support/sponsor the Club.
Now, having read all of the above I'm not sure I've made the right choice.
I've no idea how many policies QBE Motorcycle Insurance writes nor how many claims they handle - it is my understanding now that they have a staff of five? - yes five?
I thought QBE was an enormous company - but five staff handling motorcycle insurance?
Perhaps that's why claims take so long to get sorted?
Or is QBE MotorCycle Insurance a small franchised operation?
And if so - who stands behind claims if they need to be made?
To me this is worrying and should concern anyone considering insuring a motorcycle.
PS And who is BLS? (sounds like something unpleasant)
Will QBE cover my motorcycle for fire damage?
Hi Brian, this depends on the type of policy you have and the type of bike you drive. Our Comprehensive Cover and our Legal Liability, Fire and Theft cover includes cover for damage caused by fire. For more information visit: https://www.qbe.com.au/motorcycle-insurance and refer to the product disclosure statement.
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