Handling your complaint

To maintain our commitment to the General Insurance Code of Practice and provide quality service, Defence Service Homes Insurance Scheme (DSHIS) treats all complaints seriously.

We understand that at times, you may not be satisfied with our services and products, or you do not agree with decisions we make in relation to your insurance, and the way we deliver them may not always meet your expectations.

QBE Insurance (Australia) Limited (QBE) are the authority for all complaints relating to DSHIS products underwritten by QBE (Contents, Landlord, Motor, Caravan). Where you have a complaint regarding one of these products DSHIS will assist in lodging your complaint with QBE, who will work with you to find a fair resolution. This may take time depending on the nature of your complaint. QBE will proactively keep you updated throughout the process as they work through your complaint.

The complaint process for QBE related products has three (3) key steps as described below:

Step 1—Lodge your complaint

If you are unhappy with any aspect of our product or service, or disagree with a decision we have made, you can lodge a complaint through the following options:

  • Through DSHI: We can lodge the complaint with QBE on your behalf and support you through the process.
    • Phone: 1300 552 662
    • Email: DSH@DVA.gov.au
    • Mail: Defence Service Homes Insurance GPO Box 9998 Brisbane QLD 4001
  • Directly with QBE: If you prefer, you may also lodge your complaint directly with QBE.

You can see more about the QBE complaints process at Complaints & feedback | Contact us | QBE AU.

Step 2—Have your complaint reviewed

Once the complaint is referred to QBE, a Dispute Resolution Specialist within Customer Relations will conduct an independent review of your complaint. The Dispute Resolution Specialist will:

  1. Contact you to acknowledge receipt of your complaint by phone, email or letter.
  2. Review your complaint and all relevant information.
  3. Update you on the progress of the review.
  4. Endeavour to provide a final decision in writing within 30 calendar days of you first raising your complaint if they have all the necessary information. 
  5. Contact you if they need more information or your complaint requires further investigation, explain what is required and to outline the reasons for any delay. They will confirm a new timeframe for the decision and notify you of your right to contact the Australian Financial Complaints Authority (AFCA) or another relevant external dispute scheme.

Step 3—External dispute resolution

If you are not satisfied with QBE’s decision or the handling of your complaint, you have a right to take your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA provides a fair and independent financial services complaints resolution service that is free to customers. 

AFCA can be contacted on: