At Elders Insurance, the satisfaction of our clients is extremely important. As such, we would like you to tell us if any of our products or services have not met your expectations in any way.
If you have a complaint which you wish us to review, you can get in touch with us by mail, fax, phone or email. Remember to include your name, policy number and some details relating to your complaint.
Insurance Customer Relations
GPO Box 82
Sydney NSW 2001
Tel: 1300 650 503
Fax: 02 8227 8594
Email: complaints@qbe.com
If the matter cannot be settled with 24 hours by the person who has been dealing with your issue, we will refer the matter to our Internal Disputes Resolution Team. They will take the following steps:
- confirm your complaint has been received by phone, email or by letter within 3 working days and advise who is looking after your complaint
- review your complaint within 15 working days. If we need extra time we will contact you to agree a new date
- provide you with a final decision in writing setting out the reasons for our decision
If you are not satisfied with our final decision, we will advise you of the next steps available to you. This may include you requesting a review by the Financial Ombudsman Service (FOS) within 2 years of the date of our final decision letter. The FOS is an independent external dispute resolution service available to most of our policy holders. FOS can advise you whether your dispute is one which falls within their terms of reference as not all customers and products are covered.
For further details on FOS you can visit their website www.fos.org.au or they can be contacted:
By phone: 1300 78 08 08
By email: info@fos.org.au
By mail: Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Additional information
Our complaints and disputes procedures follow the requirements of the General Insurance Code of Practice. Visit www.codeofpractice.com.au for more information about the Code of Practice.
Fire Service Levy (Victoria) Reform
QBE has supported the abolition of this Victorian insurance based levy for many years and believes the Victorian Government’s proposed new fire services property levy is a much more equitable and efficient mechanism for sharing fire service funding across all property owners, not just those taking out insurance.
What is the Victorian Fire Services Levy?
For many years insurers have been required to contribute to the cost of operating the Metropolitan Fire Brigade and the Country Fire Authority. Insurers pass the cost of this contribution on to policy-holders through a calculated amount in addition to the base premium, known as fire services levy (FSL).
Why is the Fire Services Levy being removed?
The Victorian Government is implementing the recommendations of the 2009 Victorian Bushfires Royal Commission to abolish insurer statutory contributions to the fire services.
The funding of the fire services through an insurance-based fire services levy will be replaced on 1 July 2013 by a Fire Services Property Levy to be collected by local councils.
When will the Fire Services Levy be removed from my policy?
From 1 July 2013, your insurance premium will no longer include the Fire Services Levy.
The Fire Services Levy collected by insurers will be replaced on 1 July 2013 by a Fire Services Property Levy to be collected by local councils.
How do I check that the Victorian Fire Services Levy has been removed?
From 1 July 2013, QBE Home Insurance premiums no longer include an amount for the Fire Services Levy. Your Policy Schedule will show $0 value for Fire Services Levy or “Levies”. If it is not listed please contact us and we will check it for you.
My last renewal notice still charged Victorian Fire Services Levy, why is that?
Insurers are still responsible for collecting the Victorian Fire Services Levy until 1 July 2013.
How is the Victorian Fire Services Levy calculated?
The amount of FSL to be charged was calculated and applied to the premium as at the date of commencement of a policy. Insurance companies review the required contribution no less than quarterly and adjust as necessary in order to meet our statutory obligations.
No Fire Services Levy will be applied for new or renewed policies from 1 July 2013.
If the Victorian Fire Services Levy has been removed, why haven’t my premiums gone down?
From 1 July 2013, QBE premiums in Victoria will no longer include the Fire Services Levy. However, this does not necessarily mean your premium will go down. Any changes to our premiums are independent of the changes to the Fire Services Levy.
Why has my base premium increased compared to last year’s?
Premiums are regularly reviewed and take into account a number of risk factors such as location and construction, claims history, type of cover selected and indexation of Sum Insureds, as well expected business expenses including operating and reinsurance costs.
Enquiries About the Fire Services Levy
If you have an enquiry in relation to the Victorian FSL, please contact QBE on 133 723 or the Elders Insurance Authorised Representative from whom you purchased your policy.
Complaints About the Fire Services Levy
If you have a complaint which you wish us to review, you can contact QBE Customer Relations by mail, fax, phone or email
QBE Customer Relations
GPO Box 82
Sydney NSW 2001
Tel: 1300 650 503
Fax: 02 8227 8594
Email: complaints@qbe.com
Remember to include your name, policy number, contact details and details regarding your complaint.
Additional information about the Fire Services Levy Reform
The Fire Services Levy Monitor will oversee the abolition of the insurance-based fire services levy and provide advice and guidance to consumers. Additional information about the changes to the fire services levy in Victoria is available on the Fire Service levy Monitor’s website http://www.firelevymonitor.vic.gov.au.
