Customer Care

Protecting their needs and your reputation

We provide much more than industry-leading products. QBE FIRST continually creates new ways to provide higher levels of service to our clients, and our customer service focus is unmatched in the industry.

We know that it's vital to give your customers a positive experience, so we are committed to delivering consistent, measurable support and take great pride in our professionalism when assisting your customers. That commitment has been recognized by our achievement of BenchmarkPortal’s Call Center of Excellence Award. This award, received for the past five consecutive years, places QBE FIRST in the top 10% of the 20,000 call centers throughout North America that were evaluated.

One-call resolution capability

Your customers want and deserve fast, thorough, and responsive service. That is why QBE FIRST continues to expand our services and technical capabilities to resolve an ever-increasing number of customer issues in just one call.

• Able to conference in the agent/carrier to verify current coverage information
• Faxes are received electronically to the associate’s desktop during the call to immediately update borrower's record.
• Desktop access to client-partner's servicing system, documents, and correspondence ensures information is just a click away
• Automated follow-up task creation to ensure the fax is received

High-tech, high-touch customer care

QBE FIRST's customer care centers utilize virtual call center technology. This enables us to efficiently handle call volumes that may increase or change character without warning. We also utilize our cross-trained professionals at multiple call center sites to ensure the consistency and quality of your borrower's experience.

QBE FIRST clients have access to our Recording Studio and Live Listening Room systems which allow you to actively monitor how we care for your customers.