If you have a question which is not answered on this page, please email modprojectquery@qbe.com and our project team will respond promptly.
Exceptions may apply where customers have bespoke arrangements outside the normal processes. All bespoke arrangements will remain unchanged.
Minibus and mini fleet
No; minibus and mini fleet claims will continue under the usual process.
No; there are no changes to this process.
Roadside recovery
No; the recorded telephone message directs all urgent vehicle roadside recovery claims to FMG, who will manage the recovery, FNOL and repairs, and TP capture (where applicable).
New claims reporting
No; existing customer arrangements will be honoured. If your claims are currently reported to a nominated AMC reporting into FMG, this will continue as usual.
FMG will contact all customers with these arrangements in place to advise on contact for new claims going forward. For any further questions, please contact your FMG account manager.
No; the telephone numbers remain the same. Calls will be directed via a recorded telephone message to QBE (9am-5pm, Monday-Friday) or FMG (outside office hours or where urgent roadside assistance is required).
Yes; QBE have worked alongside FMG to capture all bespoke questions. These will be visible to our FNOL handler any time a claim is reported for a customer with bespoke questions.
Customers should still send a new claim to the usual email address: newclaim.motor@uk.qbe.com, QBE will register the claim and send acknowledgment to the usual recipient. QBE will also engage repair services if/where needed and instruct FMG to contact third parties in the event of a fault claim. QBE will handle the claim to its conclusion.
There is no change to the current process. FMG aims to contact the third party within one hour of notification, by telephone. If they are unable to contact the third party by this method, they will send follow up messages by text and email.
Motor Incident Notification Form (MIN)
Yes; if you normally get a MIN you will continue to receive these. QBE have designed a MIN which contains the same content as the FMG version and looks very similar - so whether your claim is reported within or outside office hours, customers receive a MIN.
Yes; bespoke question fields will be captured in the MIN.
The MIN recipient will be the same as provided when we set up each customer’s preferred claims instructions. These can be updated at any time by notifying your QBE claims contact.
My information
Yes; we are updating all the QBE SHI criteria which will be available to the QBE FNOL handler when setting up a claim, to include capturing any customer specific requirements such as depot codes.
Yes; if you currently use the FMG portal, you can use the portal to look at the repair process.
There is no change to how your data is managed.
If you currently send your fleet lists to FMG, please continue to do so. Please also send your fleet list to QBE using the dedicated inbox: fleetlistings@uk.qbe.com.
Repair and total loss process
QBE will take full details of the FNOL and set up a claim to include all relevant VAT and excess details before sending to FMG via an API link to start planning the repair, where the vehicle is below 7.5 tonnes. Repairs over 7.5 tonnes will be managed by the QBE engineering team, as is the current process. We continue to promote the usage of approved repairers to efficiently manage claims costs and reduce claim lifecycles and vehicle off road times.
QBE will take full details of the FNOL and set up a claim to include all relevant VAT and excess details. If the vehicle is under 7.5 tonnes a referral will be made to FMG to manage the repairs. If the vehicle is over 7.5 tonnes a referral will be made to the QBE engineering team to manage repairs. Please arrange for estimates to be sent via Audatex using the code FMGS for vehicles under 7.5 tonnes and code QBEEO for vehicles over 7.5 tonnes.
When QBE have made a referral to FMG to undertake repairs following FNOL, FMG will email the agreed customer contact if the repair has been automatically allocated with details of the repairer. In the event further information is needed, FMG will make a telephone call to the agreed customer contact to obtain further details.
No; the process will remain the same. Estimates should be sent via the Audatex system using the code QBEEO.
If a claim is reported directly to either QBE or FMG then we will review whether the vehicle should be sent straight to salvage as per the damage description. QBE’s dedicated FNOL engineer will assist with this process. If the vehicle has been taken to a garage to obtain an estimate following instruction by FMG, this will follow the current process. An FMG engineer will complete a total loss report and notify QBE for review.
Customers need to inform us of stolen vehicles in the usual way and the QBE total loss team will manage any unrecovered theft claims.
Please telephone the QBE motor claims team on the usual number and a recorded message will tell you which option to select for the Autoglass team. If you have your own preferred arrangement for glass repairs, existing arrangements will be honoured.
Email addresses
The new claims inbox will remain the same: newclaim.motor@uk.qbe.com. There will be changes to other generic mailboxes, to reflect our new internal claims team structure, and to direct you to the right team at the right time. All current mailboxes will automatically redirect emails to the correct teams. Going forward, customers and brokers will use the customer mailbox for queries: motorcustomer@uk.qbe.com - but in all cases, within your claims acknowledgment and subsequent correspondence from QBE, the correct email recipient address will be provided to you.
Non-motor claims
While our plans are to modernise our claims process, we are starting with motor claims, with no immediate change to other claims processes. Please refer to our website for help making a non-motor claim.