The bushfires that began burning throughout Australia in August 2019 have brought devastation to many communities. We understand that this is a challenging time for people who’ve been impacted by the bushfires. As a vital first step, we’d like to provide an update on how our insurance partner QBE is helping customers start to get their personal lives back on track.

How QBE is helping bushfire affected customers
  • Organising additional resources to process claims as quickly as possible.
  • Establishing temporary offices in heavily impacted areas to expedite the claims process.
  • Fast-tracking emergency payments to customers, as well as temporary accommodation assistance to those customers whose policy includes it.
  • Assisting customers evacuated from their holiday destination to get home and returning their vehicles as soon as it’s safe.
  • Waiving excesses for personal insurance claims.
Excess waiver

On 6 January 2020 QBE announced how they are supporting our bushfire affected customers, including waiving excesses on their personal insurance claims. This includes personal insurance for home buildings, contents, landlords, private motor vehicles, motorcycles and caravans.

QBE's claims teams will be contacting affected customers who have already paid their excess to arrange refunds.

The waiver doesn’t apply if the cost of the damage is less than the value of the excess. For example, if the excess is $1,000 and the cost to fix a damaged fence is $500, there would not be a claim under the policy – so the excess waiver wouldn’t apply.

How to make a claim

The QBE claims team is ready to help. To lodge a claim, you can call 1300 734 728 (lines open 24/7) or send an email to with the following details:

  • Policy number (if known)
  • Customer’s name
  • Customer’s address
  • Customer’s best contact number
  • Property or vehicle information
  • Short damage description

You don’t need to have your documentation to make a claim. QBE can find your policy number from your name and address, confirm your level of cover and begin the claims process.

Important information
  • In an emergency dial 000
  • Always follow the advice and direction of emergency services
  • Return to your property only when the authorities deem it safe
  • Take photographs or videos of any damage to help QBE assessors with your claim
  • Discard any damaged goods that may pose a health-risk. Don’t forget to take photographs and, if safe to do so, keep a sample of the material to show QBE assessors
  • Be aware of scammers offering assistance with claims or repairs. Always contact QBE first to ensure the works are authorised by a reputable company that guarantees its work. See here for more information.
For more information

The Geelong Bank team is ready to assist Members experiencing hardship due to the bushfires. To discuss how we may help, call 1300 361 555 or email us at