Trade Credit Collections

Trade Credit Collections is available to eligible Trade Credit Insurance policyholders. It isn't a general commercial debt collection service and is not available to businesses outside the Trade Credit Insurance portfolio.

No. you decide whether to appoint Trade Credit Collections or an alternative provider.

It may. Some policies include reimbursement debt collection or legal costs only where Trade Credit Collections has been used and the applicable policy terms and endorsement have been met. If you choose to appoint a different provider, some or all of those costs may not be reimbursable.

Before appointing another provider, check your policy wording or speak to your broker or insurer to confirm how this applies to you.

You can refer an overdue debt when you need specialist support to recover outstanding receivables. Early intervention may improve recovery outcomes and help resolve payment issues before they become insurance claims.

When submitting a case, you'll need to provide information about the outstanding debt and the debtor. Our team will let you know if any additional documentation is required to begin the recovery process.

Once your case is received, we assess the most appropriate recovery approach and manage the collection process on your behalf. This may include engaging with the debtor, negotiating repayment, agreeing settlement arrangements or, where appropriate and authorized, we may refer matters to external legal providers for legal recovery action.

Yes. You can monitor your collection cases through DebtNet, our secure customer portal, where you can track progress and stay informed throughout the recovery process.

Yes. If recovery efforts are unsuccessful and a valid claim arises under your Trade Credit Insurance policy, the matter can be referred into the Trade Credit Insurance claims process.

No. Legal action is considered where appropriate and forms part of the overall recovery strategy. Our aim is to recover outstanding debts through the most suitable approach for each case.

Trade Credit Collections specialises in recovering commercial debts for Trade Credit Insurance policyholders. By helping recover overdue receivables, we aim to improve cash flow, reduce bad debt losses and resolve payment issues before they become insurance claims.

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If you are dissatisfied with TCC’s debt recovery service, please contact us so that we can review and respond to your concern. [TCC Contact details]

If your complaint concerns a trade credit policy, claim, insurer decision, insurer-led recovery or financial hardship affecting you as the insured under a trade credit policy, TCC will record the complaint and refer it to the relevant insurer, QBE Insurance (Australia) Limited or Swiss Re International SE, Australia Branch – or you may go directly to the insurer.

Complaints & feedback | Contact us | QBE AU

Complaints handling policy

If you dispute the debt or amount claimed, please tell us. You may also ask us for information about the debt. We will pause collection activity while we review the dispute and, where necessary, obtain further information or instructions from the creditor.

We understand that some people may need additional support when dealing with a debt because of their personal circumstances. This may include circumstances such as illness or disability, family or domestic violence, bereavement, language or literacy difficulties, or other circumstances affecting their ability to communicate with us or manage the recovery process.

If you need additional support, please let us know what adjustment or support is needed. We will treat you fairly and respectfully and, where reasonably practicable, take your circumstances into account when communicating with you and managing the recovery.

Depending on the circumstances, this may include adjusting how we communicate with you, communicating with an authorised representative, allowing additional time, or referring the matter to the creditor for consideration.

Where TCC is acting on behalf of an insurer rather than the creditor, different support arrangements may apply and we will direct you to the relevant insurer's process.

If you are experiencing financial difficulty, please contact us as soon as possible. We will treat you fairly and respectfully and consider the circumstances you tell us about.

Where we act on behalf of the creditor to recover the debt. Depending on the authority given to us by the creditor, we may be able to discuss a reasonable payment arrangement with you or we may refer your request to the creditor for consideration. Where appropriate, collection activity may be placed on hold while your request is being considered.

If a payment arrangement is agreed, we will confirm the arrangement and manage the recovery consistently with its terms.

TCC does not provide financial advice. You may wish to obtain independent financial counselling, legal or other professional advice about your circumstances.

If you are experiencing financial hardship in connection with a trade credit policy, claim, insurer decision, or insurer-led recovery of debt, TCC will record the matter and refer it to the relevant insurer, QBE Insurance (Australia) Limited or Swiss Re International SE, Australia Branch – or you may go directly to the insurer.

Financial Hardship | QBE AU

Swiss Re – Hardship