Our approach

Our Claims team has in-depth technical expertise and many years of experience of dealing with even the most complex claims. We are commercial in our approach and aim to minimise the impact of any claim on your business.

We work closely with our underwriting colleagues – enabling us to take a fully informed view of your circumstances – and our claims handlers are empowered to make decisions, allowing us to provide a flexible, responsive service.

Clear communication is central to what we do. At the start of the claims process, we will tell you what it will involve and keep you informed throughout, so that there are no surprises. If we have to refuse a claim, we will tell you as soon as possible and explain the thinking behind our decision in detail.

If a claim is made against you, we do all that we can to reduce the costs involved – and robustly defend your position against any fraudulent claims.

We are supported by an expert panel of suppliers that share QBE’s ethos and approach to putting customers first. We also offer a range of related services, including award-winning Rehabilitation and Fraud services, as well as comprehensive risk management support.

Setting high standards

We’re often told it’s the expertise of our people that sets us apart. To maintain this edge, we constantly invest in their professional development, encouraging them to extend their knowledge and study for professional qualifications.

We take pride in the outstanding claims service we deliver to customers and brokers. But we’re always looking for ways to make it even better, so we don’t just meet your expectations, but exceed them. We continuously measure our performance against demanding targets and seek customer feedback, which we factor into our service planning.

Customer satisfaction is the true test of our service. But it’s always good to receive additional validation in the form of industry award wins.

Insurance Times Claims Excellence Awards 2022: Claims Product Solution of the Year – FNOL

British Claims Awards 2022: InsurTech Award

Insurance Post Claims & Fraud Awards 2021: Fraud Investigation of the Year

Insurance Times Claims Excellence Awards 2021: Commercial Lines Claims Excellence Award

Insurance Post Claims Awards 2019: Claims Innovation of the Year (Broker/Insurer)

British Insurance Awards 2019: Claims Initiative of the Year (Insurer)

The Insurance Fraud Awards 2018: Commercial Fraud Team of the Year

Claims Management Awards 2017: Insurer of the Year

British Insurance Awards 2016: Major Loss Award

The Insurance Fraud Awards 2016: Fraud Investigation Team of the Year

Rehabilitation First Awards 2016: Rehabilitation Initiative of the Year

QBE Mock Trial

We held a mock trial in partnership with Plexus Law, attended by brokers and QBE customers. Part of the verdict was anticipated, but the judge took more into consideration than we expected. Businesses need to be more focused on health and safety now than ever before.