Stay away from it

I bought this insurance simply it's cheaper than others, and now I regret it.

I lodged a claim early in March in regards to rain/water ingress issue which damaged my carpet and caused mould in many places. We had to remove most of carpet while the the water still came into the hallway and living room. The tenent moved out straight away as it'll take time to fix and we agreed. I called QBE to claim carpet along with loss of rent. They sent a builder to inspect and told me loss of rent might be covered. Meanwhile, I sent through a couple of supporting document for my rent loss and was told I can only lodge the claim once it's fixed and new tenant moves in.

It took 2 months for my carpet claim settled (May), and I spent another month to fix the carpet, and started to get in touch with QBE again for my rent loss claim. This time they required proof of evidence for 'uninhabitable', something they didn't ask 3 months ago and only asked after it's fixed, even though the fact is that the tenant moved out and the property was damaged.

Clearly I wasn't able to provide such evidence, and I started to wonder why the Builder they appointed in March didn't have such information in the report. Then it was the time they came up with a new point to ask why my strata insurance company doesn't cover the rent loss, and clearly stated that if rent loss is covered by Strata insurance company, then definitely they cannot cover it for me though I purchased the insurance from them. I asked them to chase the Builder for the decision of uninhabitable, in the meantime I tried to get a response from Strata Insurance company. After I sent Strata response to QBE, I got my decline letter in August, which was 5 months after the incident. The funny thing is:
- When they called me to discuss this decline, I was told it's because Strata Insurance indeed covers rent loss, however it doesn't apply to our case, which is why rent loss cannot be covered again by QBE
- In the actual decline letter, I was told QBE uses the Builder's initial report to make the decline decision, as the builder didn't say uninhabitable in the report. Yet they still haven't got response from Builder for a formal response which I requested 2 months ago.

I was quite disappointed with their decision, and lodged to the QBE internal dispute team. The lady who called me cut me off a couple of times, and didn't even let me finish my talking. Another month later, undoubtedly I received the final decline letter. In the letter, it is stated that Strata Insurance Cover doens't affect my personal insurance, which is exactly conflicts to the point I was told in the first one. Secondly, she still used the same Builder's report to make the decision, and still had no response from the Builder.

It's so rediculous that QBE makes decisions without gathering all the facts. And they keep transferring to different teams members, who don't care about customers and keep giving misleading information.

I've cancelled my policy instandly along with other policies with QBE. Will never use it again.

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