Claims

:: Need to make a Claim?

Claims can be lodged 24 hours a day, 7 days a week from overseas or when you return home.
If you have a claim against your travel insurance policy, please download and print a Claim Form.

Claim Form

You can help us speed up the processing of your claim by following the instructions on the Claim Form, which will advise you of what documentation you need to provide to support your claim.

The completed Claim Form should be sent to:

Claims Department
P.O. Box 105065
Auckland
New Zealand

For more information, or if you are unable to download or print the Claim Form, please contact:

QBE Travel Insurance
Tel: 64 9 300 5331 or 0800 800 608
Fax: 64 9 307 0035 or 0800 800 408
Email: travelnz@qbe.co.nz

QBE endeavours to have fair and open dealings with our customers. As part of this goal we have developed the following procedure for handling complaints.

:: Our Dispute Resolution Process

• If you have a complaint you should contact the QBE person who made the decision you are unhappy with. If you and they cannot resolve the problem then ask for the issue to be referred to their manager.
• If the complaint remains unresolved then you can ask that the matter be referred to the QBE internal resolution process.
• The complaint will be forwarded to the Disputes Resolution Panel made up of appropriate senior managers. They will review the complaint and make a Final Decision. You will receive the Panel's decision in writing. This process may take up to 10 working days.

If our Final Decision is unacceptable to you, you can use the external resolution process.

• Your complaint can be forwarded to retired High Court Judge Robert Fisher QC who QBE has appointed to act as an independent reviewer in this process. He will carry out an unbiased review of the dispute and advise you of his decision in writing.
• If you wish to arrange for an external review, you have to contact Robert Fisher QC within 3 months from the date you receive our Final Decision.
  
  Contact Details
  Robert Fisher QC
  P.O. Box 3107
  Shortland Street
  Auckland

The external review is carried out free of charge and is voluntary. This means you are able to take any other legal action if you don't accept the decision of the independent reviewer. However, QBE agrees to be bound by this decision.

:: A Claim May be Refused

We may refuse to pay or reduce the amount we pay under a claim if you do not comply with the policy conditions, if you do not comply with your Duty of Disclosure or make a misrepresentation, or if you make a fraudulent claim.

:: Money Back Guarantee

If, having purchased the policy, you want to return it, you can do so within 14 days of receiving the Certificate of Insurance and obtain a full refund, provided no right or power has been exercised under it by you (eg no claim has been made) and your trip has not commenced. We will arrange for a refund of the Amount Payable.