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 w...ell 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.
- Verified customer
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 $$$
- Verified customer
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.
Pathetic and Too Hard to Deal With
My neighbour reversed into my bike, upon calling QBE I was told to take it to Advanced Motorcyle Repairs@2/3369 Pacific Highway, Springwood QLD 4127 (These guys were awesome)
I took it into be accessed which took around 2 hours, no probs. Was walked through all the damge and their recommendations.
Now sit back and wait for no information (3 weeks) and when you call you get aggressive personnel other end so I call back later and get another who informs you that you need to take your bike back their to be accessed and you have to leave it f...or 5-7 days and no you can't wait for them to be able to contact you when they are in the area to assess claims. Each time I rang I had to be prepared to get in a fight or be bullied by their staff, not a fun encounter. So I delayed calling (now was 3 months since bike damaged) Finally called to be put on hold (thought games are starting) only to be informed that the claim had been approved and just need to contact AMR.
Getting screwed around
I had a motorcycle accident two months ago, and although my PDS said i could receive some funds for emergency repairs so my vehicle could be ridden until it was inspected, they did not get back to me for ONE MONTH. Now that the vehicle has been inspected and declared a write-off, I am supposed to be sending in documents after contacting QBE, however upon contacting my name apparently gets put on a list and nobody gets back to me. It's been three weeks.
Basically, if you are okay with taking a year to sort out an insurance claim, QBE is for you! if you want decent service, I would strongly recommend RAC whom I know people made car insurance claims with, and they have incredible service.
Claims Department, what Claims Department
I just want to mirror the other reviews here with my experience. Called on the 22/5 to be told by someone that claims are busy and i would get a call back that afternoon. No call. Called on 23/5 to see why no one called, i was told then that the policy sales dept (who answers the transferred calls) had no way to contact the claims dept except by email, they did say there would be a 2-3 day delay before someone would call back.
Fast forward to 28/5 still no call so I called again, only to be answer by someone in sales. Isn't it nice that i co...uld buy a new policy in an instant but have no way to use the one I have. The operator told me he was surprised no one had contacted as he had heard of others receiving a response in the 2-3 day period. It is now the 2/6 and considering (apparently) your motorcycle claims dept is available Mon-Sat, that is 10 working days without contact. Totally unacceptable, my bike is off the road and my insurance company is nowhere to be found. Also, tried the online claims form, this is another one of QBE's funny jokes "For motorcycle policies starting with an X, you will still need to call us on 1300 365 354 while we work to enable these claims to be lodged online". Funny that's the number i've been calling.
Incompetent and Useless: I can't even make a claim
I have called dozens of times and have been directed to a call center where I am asked to leave my details so I can be called back to make the claim. It has been more than one month now and zero calls. The party that is at fault has already had their insurer (RACQ) call me. I will be looking to get back months on insurance payments from QBE as my insurance with them is doing nothing clearly. I mean, I cant even make the claim for a start.
slow response if at all...
I have been trying to contact claims for 2 weeks now. Each call gets routed to customer service team who dutifuly take my name and policy number and promise me a claims officer will call me back because of their sever work load. Have called 4 times over 14 days and still no response.
it is hardly helping my situation. I bought the platinum coverage for better service and cover which wouldnt do much good if i was stranded somewhere and needing to use some of the extended coverage. I pay on time every month. I receive nothing in return and when I need it, it's dismally below expectation.
Worst insurance DON'T use
QBE is the worst insurance that I have ever had to deal with. It has being 3 weeks since I first call to try and put in a claim i called on 30th April then i was told i would be called back in 24 to 48hr it is now 16th and nothing has changed my details get taken down get told i will be called back. It is not my problem or my fault you under stuff i pay qbe to make my life less stressful. But qbe have made my life harder and more stressful. I do not like to make bad reviews but I feel like nobody is listening to me at QBE so I'm hoping other mo...torcycle riders will see this and not buy QBE Insurance because nobody deserve to be treated this way from insurance company. Insurance companies I meant to make your life easy not hard I repeat do not use QBE for your motorcycle. July 30th 2018 Update: Warning to all motorcycle owners don't use Ok so here are again i feel this very necessary to do. My accident happened on April 28 i call qbe on 30th April. The bike was made a right off. I given qbe everything there need. Qbe has everything they need to finalise claim with me. It is now 30th July it is absolute joke how long this has taken. I have called qbe every week keep getting told that are really busy and can't do anything. It is just not good enough. Don't know about you qbe but i can't afford keep throwing money on something i can't use anymore. Don't use QBE for anything.
- Verified customer
Reporting an accident
Had an accident that wasn’t my fault. A car cut me off and left my amalculate bike damaged. As per QBE terms and conditions I tried to report it within their stated time schedule. It happened on Sunday and it’s now Friday. Called them Monday, Wednesday and Thursday, every time the phone gets routed from claims to customer service who tells me they are too busy and some one will call me back. I was also injured and stressed and needed support from my insurance company that they were onto it. I have now had to liaise with the other insurance com...pany who initially denied the events and denied liability. I then had to confront the guy that cut me off and demand that he admit liability to his insurance company... talk about stress and unnecessary follow ups because your own insurance company is to busy to take the details and witnesses names and numbers.. I so annoyed I not going to bother talking to QBE.
Had a small accident (wet tram tracks and high sided the bike). Bike was sent to their approved repairer - Turnone motorcycles in Flemington. Their repairer then tried to get me to pay for other "repairs" as my bike was faulty. Had been working perfectly before the accident. Contacted QBE and told them the story, they wanted me to go back to Turnone - I said given the problems I'd had with Turnone currently and previously, I wanted the bike taken elsewhere. QBE wouldn't listen and this caused long delays with numerous other problems later.
- Verified customer
Don't expect the to care about your claim
The entire QBE motorcycle insurance division is 5 people, of which only one person can deal with total loss claims. I have spent several hours waiting on hold and several weeks waiting for settlement with little luck so far. Anything they required I provided almost instantaneously yet here I am still waiting. The people I have dealt with have always been nice, and it isn't their fault they don't have more staff and not everyone is trained, however I wouldn't recommend QBE just for having 5 friendly staff.
Like all insurance companies their num...
- Verified customer
Beware of Cancellation Rip off
Apparently we have to keep track off their cooling period with the bank, etc. otherwise you pay $30 cancellation fee. I just can't believe these people still can do business in 2017. Giving me the excuse that they mention this in PDS.
Perfect customer orientation so I must pay, I must keep track off your cooling period and I must read each of your PDS. I am sure you also expect people to fix their motorcycles after a crash as well.
I can understand $5 or so but $30? I guess they send their employees to the bank via taxi to fix deposit issues. Unbelievable!!!
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 firstname.lastname@example.org 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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