Before accessing our site, you need to carefully read the following information:
- About our online sites
- Third party sites
- Group responsibility
- Valuation tools, calculators, games and other features
- Our standard terms and fees and charges
- Content you submit to our Social Media Sites
- Limitation of liability
- No advice
- Risk Management Products
- Availability of an Online Site
- Restrictions on use of an Online Site
- Third party providers
- Copyright and trademarks
- Changes to these Online Terms
- Our complaints resolution process
- Linking to any of our Online Sites
- Our Online Terms Privacy Statement starts here
- Your Online Privacy
- Posting public content
- Information collected and how we use it
- Third Party Sites (Including third party media sites)
- Your privacy rights and complaint resolution
- Main Site: product information and insurance transactions regulated by these Online Terms
- Main Site: insurance transaction payments
- Main Site: My Insurance Manager
- Suncorp Accident Assist application
- Main Site: Claim online
- Standard terms and acceptance criteria apply
- Insurance Policies
- No use of any Online Site for unrelated persons
The Suncorp Group
The Suncorp Group is comprised of Suncorp Group Limited (ABN 66 145 290 124) and its subsidiaries and related companies in Australia and New Zealand. In these terms, a reference to “we”, “us” or “our” is a reference to each of the following companies of the Suncorp Group either collectively or individually (as applicable in context):
- AAI Limited (ABN 48 005 297 807, AFSL 230859) trading as Suncorp Insurance – issuer of General Insurance products (‘Suncorp Insurance’),
- AAI Limited (ABN 48 005 297 807, AFSL 230859) trading as Vero Insurance - issuer of Travel Insurance (“Vero Insurance”);
- Suncorp Life & Superannuation Limited (ABN 87 073 979 530, AFSL 229880,) – issuer of Life Insurance products (“Suncorp Life”);
- Suncorp Portfolio Services Limited (ABN 61 063 427 958 AFSL 237905 RSE Licence No L0002059) (“Suncorp Superannuation”);
- Suncorp-Metway Limited (ABN 66 010 831 722, AFSL 229882) – issuer of Banking products and services including loans and deposits (“Suncorp Bank”); and
- Suncorp Metway Advances Corporation Pty Ltd (ABN 89 100 845 127) – issuer of equipment finance products.
Part A of these Online Terms explains how we:
- operate and regulate our online sites including our social media sites; and
- handle your personal information when you interact with us online (see terms 21 to 27).
Part B of these Online Terms sets out terms particular to online insurance transactions and insurance products and services.
1.1 We operate certain online sites (“Online Site(s)”), including our:
1.1.2. social media site(s) (“Social Media Site(s)”) as operated from time to time;
1.1.3. competition websites as operated by us from time to time; and
1.1.4. Suncorp Accident Assist application.
Please be aware that certain parts of our Main Site may additionally function as a Social Media Site. By this we mean that the information and content you submit to a social media section of our Main Site will be freely visible to other website users. Any social media sections of our Main Site will be either clear to you from their design, or we will otherwise inform you of their public nature.
1.2. We may operate an Online Site for our own benefit and/or for the benefit of one or more of our related bodies corporate, which collectively form the Suncorp Group of companies in Australia and New Zealand.
1.3. Our Online Sites may include product advertising, services, information, text, graphics, materials, social media forums, applications, functions and promotions (“Site Content”).
2. Links to other third party sites or applications
2.1. An Online Site may contain links or references to other websites (including other social media websites) or applications which are independently owned or operated by third parties (“Third Party Sites”). When following a link on an Online Site, material at a Third Party Site may be displayed in your browser framed by Site Content.
2.2. We are not responsible or liable for the content of Third Party Sites. Your access to and use of those sites is at your own risk and may be subject to separate terms and information handling practices. Any links are provided for convenience only, and do not indicate any sponsorship, endorsement or recommendation by us.
3. Group Responsibility
Benefits payable and obligations undertaken in relation to General Insurance products issued by Suncorp Insurance and Vero Insurance are provided and undertaken solely by Suncorp Insurance and Vero Insurance respectively. Benefits payable and obligations undertaken in relation to Life Insurance products issued by Suncorp Life are provided and undertaken solely by Suncorp Life. Benefits payable and obligations undertaken in relation to Superannuation products issued by Suncorp Superannuation are provided and undertaken solely by Suncorp Superannuation.
Suncorp Bank does not guarantee any product or service provided by any other company within the Suncorp Group, the benefits payable or assume any obligation or liability including the repayment of any premium under any General or Life Insurance products or in relation to repayment of capital or investment performance of any managed investment scheme, Superannuation product or any investor directed portfolio service. Investments in, or contributions to, Life or General Insurance products, or Superannuation products, managed investment schemes or any investor directed portfolio service are not bank deposits or other liabilities of Suncorp Bank. They are subject to investment risk, including possible delays in repayment and loss of income and principal invested. Entities in the Suncorp Group are not responsible or liable in respect of products or services provided by other entities in the Suncorp Group and do not guarantee the obligations or liabilities of those entities.
4. Valuation tools, calculators, games and other features
4.1. Our Online Sites may contain or make available various tools, calculation devices, software programs, games or other features which may assist you in calculating such things as the optimal insurance policy, premium, level of excess, loan repayments or return on investments or savings. Our Online Sites may also contain other useful information, such as information about us and our industry.
4.2. Whilst we take reasonable steps to ensure that any such features and information as described in term 4.1 are accurate and free from defect, we do not warrant the accuracy, adequacy, correctness or completeness of these features, which are provided on an “as is” basis. Your use of any of these features or reliance on any information provided is entirely at your own risk. The monetary figures used by these features in any calculations are estimates only and do not take account of your particular circumstances.
5. Our standard terms and fees and charges
Terms and conditions apply to all products and services described in our Online Sites and may be varied at any time without notice (where permitted by law). Fees and charges may also apply to products and services and may be varied at any time without notice except where notice is required under any law or code in which case we will give you the required notice. Government charges, taxes and duties may also apply. Full details of the terms and conditions and the fees and charges are available on request.
6. Content you submit to our Social Media Sites
6.1. When a user of any of our Social Media Sites ("Social Media Site User") submits any personal information, content or materials via a Social Media Site including text, comments, recordings, images (“User Content”), unless otherwise advised by us, you grant us and our affiliates a non-exclusive, royalty-free, perpetual, worldwide, irrevocable, and sub-licensable right to use, reproduce, modify, adapt, publish and display such User Content for any purpose in any media (including but not limited to, company brochures and other marketing and/or advertising material), without compensation, restriction on use, attribution or liability. We qualify this term 6 by stating that any recruitment application or related correspondence via a Social Media Site, but which is not provided by way of an open public forum or other public process, will be treated by us in accordance with Clause 24.4.
6.2. You agree that you are fully responsible for the User Content you submit. We will not be liable in any way for such User Content to the full extent permitted by law and will not be deemed or considered to in any way authorise, endorse, approve or support any material submitted by any Social Media Site user. We may screen and/or remove and/or request that the third party operator of any Social Media Site remove any User Content without notice for any reason whatsoever. You warrant and agree that:
a) you will not submit any User Content that is unlawful, fraudulent, or which may breach any intellectual property rights, privacy, publicity or other right, or is unreasonably commercial (for example, a ‘guerrilla marketing’ attempt), defamatory, obscene, profane, derogatory, pornographic, sexually inappropriate, violent, abusive, harassing, threatening, objectionable with respect to race, religion, origin or gender, not suitable for children aged under 15, misleading or deceptive, or otherwise unsuitable for publication;
(b) you will obtain prior consent to the submission of your User Content from all persons who appear in (for example, in photographs) or have any rights (including moral rights) in relation to such User Content;
(c) your User Content is your own original work and, to the extent that any rights in that work (including copyright) are not owned by you, you will obtain full prior consent from any person who has jointly created or has any rights in the User Content, to the uses and terms herein;
(d) your User Content will not contain viruses or cause injury or harm to any person or entity or device; and
(e) you will comply with all applicable laws and regulations, including without limitation, those governing copyright, content, defamation, privacy, publicity and the access or use of others' computer, mobile communications device or any other communication systems.
6.3. Without limiting any other terms herein, you agree to indemnify us (and any of our related bodies corporate) for any loss or expense suffered in relation to any breach of the above terms.
6.4. You consent to any use of your User Content in accordance with term 6 which may otherwise infringe your moral rights pursuant to the Copyright Act 1968 or other applicable laws, including using and reproducing the User Content without attributing it to you, and making modifications or adaptations to the User Content.
Whilst reasonable steps have been undertaken to ensure that information on our Online Sites is free from error, to the extent permitted by law, we do not warrant the accuracy, adequacy or completeness of Site Content. All information is subject to change without notice. We do not guarantee that any Online Site or any Third Party Site will be free from viruses, or that access to any Online Site or Third Party Site will function as intended or be uninterrupted. You must take your own precautions to ensure that whatever you select for your use from the Online Sites is free of viruses or anything else (such as worms or trojan horses) that may interfere with or damage the operations of your computer systems. All terms implied by law, except those that cannot be lawfully excluded, are excluded.
8. Limitation of liability
Subject to any responsibilities implied by law and which cannot be excluded, we, and our directors, employees, agents, contractors and related bodies corporate, are not liable to you for any losses, damages, liabilities, claims and expenses (including but not limited to legal costs and defence or settlement costs) whatsoever, whether direct, indirect or consequential, arising out of or referable to any Site Content, User Content, Third Party Site content, third party services, or access (or lack of access) to an Online Site (or website operated by any member of the Suncorp Group) by you, howsoever caused, whether in contract, tort including negligence, statute or otherwise.
You indemnify us (and our related bodies corporate) in respect of any liability incurred by us (and any of our related bodies corporate) for any loss, cost, damage or expense, howsoever caused, suffered by us (and any of our related bodies corporate) as a result of your breach of these Online Terms or your use of any of our Online Sites.
10. No advice
Unless specifically provided, no Online Site purports to provide you with financial product, investment, legal or taxation advice of any kind. The information available via an Online Site is general advice only and does not take account of your particular personal financial objectives, situation or needs. You should consider obtaining independent financial advice before make a decision about any financial product available through an Online Site.
We suggest that you seek independent advice before acting upon any Site Content or any information found on a Third Party Site.
11. Risk Management Products
Any risk management products detailed in an Online Site (e.g. foreign exchange and interest rate risk management products) involve risks when using such products. You should seek expert advice before using any such products so you are fully informed as to all risks involved.
12. Availability of an Online Site
12.1. Since electronic services are subject to interruption or breakdown, access to an Online Site is offered on an “as is” and “as available” basis only.
12.2. We may impose limits or restrictions on the use you may make of an Online Site. Further, for security, technical, maintenance, legal or regulatory reasons, or due to any breach of these Online Terms, we may vary or withdraw an Online Site (of part thereof, including the products and services described) at any time and without notice to you.
12.3. Any cost associated with accessing an Online Site is your responsibility and is dependent on the internet or telecommunications service provider used.
13. Restrictions on use of an Online Site
Site Content is provided solely for bona fide personal or commercial customers, or their legitimate representatives. You agree that you will not, (either yourself or through any third party):
(a) use any robot, spider, screen scraper, data aggregation tool or other automatic device or process ("Automated Process") to process, monitor, copy or extract any web pages on any of our Online Sites, or any of the information, content or data contained within or accessible through any of our Online Sites, without our prior written permission;
(b) use any Automated Process to aggregate or combine information, content or data contained within or accessible through any of our Online Sites with information, content or data accessible via or sourced from any third party;
(c) use any information on or accessed through any of our Online Sites for any commercial purpose (including but not limited to market research, the provision of pricing estimates or 'shadow shopping') or otherwise (either directly or indirectly) for profit or gain;
(d) use any device, software, process or routine to interfere or attempt to interfere with the proper working of any of our Online Sites or any transaction or process being conducted on or through it;
(e) take any action that imposes an unreasonable or disproportionately large load on the infrastructure of or bandwidth connecting to any of our Online Sites;
(f) reverse engineer, reverse assemble, decompile or otherwise attempt to discover source code or other arithmetical formula or processes in respect of the software underlying the infrastructure and processes associated with any of our Online Sites; or
(g) copy, reproduce, alter, modify, create derivative works, or publicly display, any part of any content from any of our Online Sites without our prior written permission.
14. Third party providers
15. Copyright and trademarks
15.1. Site Content is owned or licensed by us and is protected by copyright laws in Australia and overseas.
15.2. Except where necessary for and incidental to viewing or using the Site Content via your web-enabled browser (whether on a personal computer or on a portable electronic device), or as permitted under the Copyright Act 1968 or other applicable laws, no Site Content may be reproduced, published, stored (for any period of time) in an electronic or other retrieval system, adapted, uploaded to a third party location, framed, performed in public or transmitted in any form by any process whatsoever without our specific written consent.
15.3. The Online Sites include trade marks which are protected by law. We and our related bodies corporate reserve all copyright and other legal rights with respect to our respective trade marks, whether registered or otherwise.
16.1. Termination of these Online Terms
Unless otherwise stated in this term 16, these Online Terms and/or your access to our Online Site(s) may be terminated at any time by us. You may terminate your use of our Online Sites at any time. However, all restrictions, licences granted by you, and all disclaimers and exclusions of and limitations on our liability, will survive any termination.
16.2. Prohibition on access post termination
Upon termination of these Online Terms and your right to access to our Online Site(s), you must not directly or indirectly access or use any part of our Online Site(s) or any Site Content.
17. Changes to these Online Terms
These are the current Online Terms. We reserve the right at any time to vary these Online Terms for security, legal or regulatory reasons, or to reflect updates or changes to the services or functionality of an Online Site, by publishing the varied Online Terms on the Online Sites. We do not have to indicate on an Online Site that these Online Terms have changed, nor are we under any obligation to specifically contact or notify you of any variation to these Online Terms. You accept that we provide you with sufficient notice of any variation by making available the current version of the Online Terms on the Online Site you use. By your use of an Online Site after any variation, you are taken to have accepted the new Online Terms.
18. Our complaints resolution process
18.1. If you are dissatisfied with your dealings with us in relation to your use of an Online Site please let us know by contacting us at firstname.lastname@example.org.
18.2. We will review your complaint and contact you with a reply or to ask you for further information, if it’s required. If you make a complaint and it is about an insurance policy or insurance claim, you may have additional rights of appeal, such as under our formal dispute resolution process. We will tell you if that is the case. See the relevant PDS or policy wording for information about how we resolve complaints. Our dispute resolution teams can be contacted at:
Suncorp Insurance: General Insurance - 1300 264 053 or email@example.com
Vero Insurance: Travel Insurance - 1300 264 470 or firstname.lastname@example.org
Suncorp Life: ph 1800 257 717
19.1. An Online Site may be viewed and interacted with by anyone in the world, however age limits may apply to certain Site Content (including the sale or issue of any product), promotions or offers.
19.2. Unless otherwise expressly indicated, we only offer our products and services within Australia. Some products or services may only be offered for sale or serviced in specific states or territories. The information provided in the Online Sites has been provided in accordance with Australian laws only and may not satisfy the laws of other countries.
19.3. The law applicable to an Online Site, and to any complaints arising from an Online Site is the law in force in the State of Queensland, Australia. By using any of our Online Sites you irrevocably submit to the jurisdiction of the courts of the State of Queensland, Australia and any courts which have jurisdiction to hear appeals from such courts, unless the complaint relates to an insurance contract in which case relevant state or federal law will apply.
19.4. Should any term or part of these Online Terms be found to be void, unenforceable or invalid, then it is severed from these Online Terms, leaving the remainder in full force and effect, provided that the severance has not altered the basic nature of the Online Terms.
19.5. You may not rely on our words or conduct as a waiver of any right unless the waiver is in writing. In this term “conduct” includes delay in the exercise of any right. “Right” means any of our rights arising under or in connection with these Online Terms or otherwise, and includes the right to rely on this term. “Waiver” includes an election between rights and remedies, and conduct which might otherwise give rise to an estoppel.
20. Linking to any of our Online Sites
Unauthorised linking to any part of an Online Site (including any part of a Social Media Site or website operated by a related body corporate that is part of the Suncorp Group) is expressly prohibited. Please contact us if you would like to link to any part of our Online Site(s). Only written permission from us will constitute authorisation of a link.
21. Our Online Privacy Statement starts here
21.1. By using an Online Site you accept that any personal information we collect about you will be handled according to terms 21 to 27 of these Online Terms as well as:
- where you acquire a product or service from us or we collect your personal information, any relevant Privacy Statement which we provide you. Our privacy statements, can be found here.
21.2. In addition to Online Terms there may also be additional privacy provisions that apply to your use of an Online Site or as a result of your membership (or your application for membership) of a third party social media website that hosts a Social Media Site. Should you decide to register for or participate in a promotion or other activity, or purchase a product or service from us, you will be bound by the relevant terms of that promotion, activity, product or service.
22. Your Online Privacy
22.1. Notwithstanding any other term in these Online Terms, you agree and freely acknowledge that when you submit comments, recordings, images or other personal content, for public display on an Online Site, that content may be available for anyone in the world to read and/or view and/or comment on and potentially download. See terms 6 and 24 for further information about the public display of your content.
22.2. Our Main Site uses the services of the firm Adobe to monitor website use. The Adobe SiteCatalyst tool does not collect any personally identifiable information while you use our site(s) and the reports it provides us are of aggregated information only. These reports help us to maintain, administer and improve these sites.
23. Posting public content
23.1 Unless otherwise stated, when you post a public comment or upload other public data to an Online Site, that information may be displayed by us publicly in accordance with terms 6, 22 and 24. Your information may also be retained by us where there is a legal reason to retain it for a longer period.
24. Information collected and how we use it
24.1. General Information
24.1.1. The information we will collect about you will depend on how you use an Online Site.
24.1.2. If you use an Online Site to read, browse or download information, our computer system may record information such as the date and time of your visit, the pages accessed and any information downloaded. This information may be used for statistical, reporting, site/application administration and maintenance purposes.
24.1.3. An Online Site may offer interactive facilities including tools, games and other online features. If you use any interactive facilities, we may capture any personal information which you may enter when using these tools.
24.2.2. Personal information submitted to an Online Site
24.2.1. When you as a user of an Online Site (“Online Site User”), including any Social Media Site User referred to in term 6 above, submits any personal information via an Online Site you consent to that personal information being collected by us and used and disclosed for any purpose permitted by these Online Terms, and otherwise as permitted by relevant privacy laws in Australia and/or New Zealand.
24.2.2. You agree to obtain the prior consent of any other person whose personal information (whether in the form of words, images, recordings or otherwise) you submit to us via an Online Site, including any Social Media Site. We will collect this information from you in good faith and take reasonable precautions to ensure it is handled in accordance with relevant Australian privacy laws. If you are not sure whether the other person would agree with you providing their personal information to us, please exercise caution and DO NOT provide it to us.
24.2.5. In the case of personal information which is provided to us for public display via a Social Media Site (this includes any ‘tweet’ you send to us on Twitter, which we may “re-tweet” to other Twitter users), we may display that information to others or otherwise display the information for any purpose in any media (including, but not limited to, commercial brochures and/or other advertising material). See also term 6 for what other uses and/or disclosures we may make of your personal information provided via a Social Media Site and what limits it imposes.
24.2.6. We may collect your personal information (such as your name, email address or Social Media Site alias) in order to provide you with an interaction or outcome you have requested. This may require us to disclose your personal information to one or more third parties, including but not limited to agents or external service providers.
24.2.8. If you decide to enter a promotion that is made available or otherwise advertised on an Online Site you will need to agree to that promotion's separate terms and conditions, which will be drawn to your attention as part of the entry process.
27.2.9. Where practical we will collect your personal information directly from you. Generally, we may collect personal information about you when you deal with us by email, letter, phone, in person at a vehicle repair centre or at other location.
24.3. Security of personal information submitted to our Main Site
24.3.1. All personal information you provide to our Main Site over the internet while inquiring about our products or obtaining a quotation, or entering a promotion (as relevant) is passed through a secure, encrypted connection. The secure connection is over a protocol called secure sockets layer (SSL). We use a minimum 128-bit encryption, which provides a very high level of protection against unauthorised access in order to prevent unauthorised persons from reading the information while it is in transit over the internet. Once your personal information has been received at our Main Site, we take all reasonable precautions to securely pass that information to our mainframe computer or to another member of the Suncorp Group on our behalf, or in the case of a promotion, to our secure promotion database. These mainframe computers are not directly accessible through the internet, nor is our promotion database. No details you provide to us are stored on a web server.
24.3.2. When you make an online payment for an insurance product on one of our Online Sites your payment card number will be passed in a secure manner between our Online Site and one or more third party providers, such as the issuer of your payment card. Your payment card number will be recorded in a mainframe computer operated by us or by another member of the Suncorp Group on our behalf. If your payment card number is stored it will only be for our own or a financial institution’s record keeping purposes (or otherwise as required by law).
24.4. Recruitment Information
24.4.1. As part of our recruitment process, we will gather information on your background, including personal information that you include on your application or resume, such as your name, mailing address, telephone number, email address, career history, details of any competency tests or other information relating to your career.
24.4.2. In some circumstances, we may also collect sensitive information about you such as information about your membership of a professional or trade association or trade union; security clearance or any criminal record(s) or charges you may have had filed against you. When we need to collect this type of information, we will obtain your consent. If it is provided to us by way of your initial application, then your consent for us collecting it will be inferred.
24.4.3. There may be occasions when we obtain personal information about you from a third party; for example, when receiving the results of a psychological or competency test or assessment centre results. When we need to collect this type of information, we will obtain your consent prior to you taking part in the exercise.
24.4.4. In relation to the collection of personal information regarding references, we will not approach any referees without your specific permission or knowledge.
24.4.5. Please be aware, if you do not provide us with the information we require, we may be limited in our ability to consider you for employment.
24.4.6. Unless permitted by law, we will only use your personal information collected in relation to recruitment for the primary purpose of employment with us.
25. Third Party Sites (including third party social media sites)
Our Online Sites may contain links to Third Party Sites (see term 2.1). Third Party Sites should contain their own privacy statements and those third parties are responsible for informing you about their security and privacy practices.
26. Your privacy rights and complaint resolution
26.1. You have a right to access, update or correct your personal information that is held by us, with some limitations as permitted by Australian or New Zealand law (as applicable). You also have the right to make a complaint about your privacy. Click here to find out the contact points should you have an information access or correction request or privacy concern relating to your use of an Online Site.
26.2. We will review your correspondence or request and contact you within a reasonable time with a reply or to ask you for further information, if it’s required. We will ordinarily not charge you a fee to access your personal information, however in some circumstances we may elect to charge you a reasonable fee for access, as permitted by law.
26.3. If you make a complaint about your privacy you may have additional rights of appeal, such as under our formal dispute resolution process. We will tell you if that is the case. See the “Making a Privacy Complaint” part of our main website for more information about how we resolve privacy complaints.
27.1. Our Online Sites use “cookies” as a fundamental part of their interaction with your internet browser. Cookies enable us to provide you with a superior, customer-oriented service. A "cookie" is a small text file placed on your computer by our web server. A cookie can later be retrieved by our website servers. Cookies are frequently used on websites and you can choose if and how a cookie will be accepted by configuring your preferences and options in your browser. Cookies do not alter the operation of your computer or mobile device in any way.
27.2. Cookies are used on our Main Site to enable online quotation and purchase processes. Therefore, if you wish to make full use of the Main Site, or any of our other Online Sites, it is recommended that you accept cookies. Cookies may also be used to collect and use information for a range of purposes, including to maintain and improve the operation of internet sites across the Suncorp Group, to track user preferences and product requirements to customise Suncorp Group internet sites and improve advertising relevance. We may also have an arrangement with third parties who may use our cookies to improve our advertising relevance to you on their sites.
The following terms apply to Online Sites, products and services issued or provided by Suncorp Insurance or Suncorp Life. They do not apply to the Online Sites, products or services of any other Suncorp Group company, including Suncorp Superannuation and Suncorp Bank. In this Part B, “we”, “us” and “our” refers to Suncorp Insurance and Suncorp Life (as applicable in context).
28. Main Site: product information and insurance transactions regulated by these Online Terms
28.1. Main Site content
The Main Site contains both information of a general nature about us and our products and services, and also enables you to perform certain insurance-related transactions online.
Certain areas of the Main Site are accessible only through the use of user identification and passwords. If you are, or have been assigned a user identification and password for access to these restricted areas, you are responsible for maintaining the security and confidentiality of your password and the information contained in the restricted areas. You are responsible for all activities undertaken using your user identification and password. If you are no longer eligible or no longer entitled to use your identification and password allocated to you, your access will be immediately revoked. You must immediately notify us if you become aware, or suspect that your user identification or password has been compromised. We may revoke your access at any time without notice and without giving any reason.
28.2. Completing transactions on the Main Site
28.2.1. When entering into a transaction via the Main Site the transaction will not be completed until an “Electronic Instruction” (being any electronic instruction, information, message, request or communication issued or transmitted to us via the Main Site) containing the acceptance from you of our offer, or the confirmation of payment from you, whichever is applicable, has been received and processed by us, and any specific steps or requirements as set out in this term 28, have been complied with.
28.2.2. You acknowledge that the transmission of your acceptance or the confirmation of any payment, made through an Electronic Instruction, may not be received by us in accordance with this term 28 for reasons beyond either parties’ reasonable control including but not limited to mechanical, software, computer, telecommunications, or electronic failure, or the omission or failure of third party service providers or systems.
28.2.3. You further acknowledge that, to the extent permitted by law, we are not liable to you in any way for any loss or damage at all and however caused, arising directly or indirectly in connection with the transmission of an Electronic Instruction through the Main Site, or any failure to receive an Electronic Instruction for whatever reason.
28.3. Purchasing insurance policies
28.3.1. Where the Main Site enables you to purchase insurance products or services online:
(a) the parties may enter into an insurance policy using the Main Site by our making an express electronic offer via the Main Site and you electronically communicating your acceptance of that offer via the Main Site to us. An offer made by us in this way through the Main Site may be conditional upon the provision by you of certain information and will be made in our absolute discretion. We reserve the right not to make an electronic offer to you, including in circumstances where eligibility criteria have not been met;
(b) we may act on and process all completed Electronic Instructions transmitted or issued through the Main Site without further consent from or reference to you; and
(c) we may treat an Electronic Instruction as authentic and are under no obligation to investigate the authenticity or authority of persons issuing or transmitting such Electronic Instructions, or to verify the accuracy and completeness of such Electronic Instructions.
28.3.2. Creating a binding insurance contract with us via the Main Site is a two-step process:
(a) the first step is to create a quote for the insurance product you are interested in and have selected. Upon completion by you of all required details, the Main Site will provide you with a quote, identified by a quote number; and
(b) if you wish to purchase insurance in accordance with a quote provided to you via the Main Site, then, upon completion by you of all required details, step two enables you to accept that quote and create a binding insurance agreement with a corresponding policy number.
28.3.3. When entering into a contract via the Main Site in accordance with these terms, you will be taken to have communicated your acceptance to an offer of insurance from us only when:
(a) the Electronic Instruction containing the acceptance from you enters and is recorded in our the main database or relevant Suncorp Group database (both collectively referred to in this term as "Relevant Database");
(b) a record is created and stored in the Relevant Database;
(c) a policy number is generated by the Relevant Database; and
(d) we receive all required details of a current and valid payment card or current and valid financial institution account number (in either case a card/account which you are authorised to use and which is of a card/account type accepted by us), and to which we are able to charge/debit the premium.
28.3.4. A binding insurance contract is conditional on our being able to successfully charge against your nominated payment card or debit your financial institution account number, and receipt of payment of your applicable premium (either by a single payment or where permitted in instalments).
28.3.5. Where you enter a transaction with us via the Main Site, a policy number will be issued by us via the Main Site. However, a binding insurance agreement is not conditional on the issuance or receipt by you of a policy number but is conditional upon our receiving your premium payment or your current and valid payment card (or financial institution account number) details and a valid policy commencement date election. Therefore, the failure by you to receive a policy number via the Main Site does not invalidate or otherwise prejudice the existence of an insurance contract or transaction entered into using the Main Site.
28.3.6. We may or may not, in our sole discretion, issue a paper confirmation of the insurance policy. The existence of a binding contract is not conditional on the issuing of, or you receiving, a paper confirmation of the transaction.
28.3.7. You are responsible for ensuring that you receive a policy number and should contact us if one is not received.
28.3.8. For the benefit of doubt, the terms and conditions of this term 28.3 apply only to certain applications for or purchases of insurance products conducted electronically via the Main Site and in circumstances where we make an express electronic offer to you. These terms do not apply where the purchase occurs by way of written paper-based application or other non-electronic application.
28.4 Renewal payments
28.4.1. The Main Site may offer an online facility for renewal payment of certain insurance policies with selected payment cards.
28.4.2. The policy renewal notice will indicate whether online renewal payment is available.
28.4.3. When the renewal payment facility is available, an online renewal payment can be made by following the online instructions on the Main Site.
28.4.4. When making a payment for a policy renewal via the Main Site, you will be taken to have renewed that policy only when:
(a) the Electronic Instruction containing the policy number, premium amount due and payment card details, and an instruction from you to renew the policy, enters and is recorded in the Relevant Database;
(b) we receive all required details of a current and valid payment card which you are authorised to use, which is of a payment card type accepted by us, and to which we are able to charge the premium;
(c) a record is created and stored in the Relevant Database;
(d) a receipt number is generated by the Relevant Database; and
(e) the Relevant Database is updated with information from the payment database.
28.4.5. A binding insurance contract is conditional on our being able to successfully charge against your nominated payment card and receipt of payment of all applicable renewal amounts due for the policy (or policies) being renewed (either in a single payment or where permitted in instalments).
28.4.6. We may, in our sole discretion, issue a paper confirmation of the renewal payment. The existence of a valid payment is not conditional on the issuing of, or you receiving, a paper confirmation of the transaction.
29. Main Site: insurance transaction payments
29.1. All payments for any permitted insurance transactions via the Main Site must be paid in full by clear funds by the due date specified in the relevant confirmation.
29.2. All payments referred to in term 29.1 above are to be made by permitted payment cards (or permitted financial institution account debits, as relevant) at the time of the relevant transaction in relation to the applicable policy or service. In the case of a payment card transaction, you must therefore provide us with details of your permitted current and valid payment card, including:
(a) payment card type;
(b) name on payment card;
(c) payment card number;
(d) card verification value (CVV); and
(e) expiry date.
In the case of a financial institution account debit, you must provide to us with details of your permitted current and valid financial institution account, including:
(a) the full name of the account holder; and
(b) the account number and its BSB number (bank/state/branch number).
29.3. If you make any purchases or payments via My Insurance Manager your payment will be processed in accordance with these Online Terms, the relevant Product Disclosure Statement and any other terms and conditions specific to the particular transaction. If you fail to pay your applicable premium or claim excess, whether via My Insurance Manager or through another payment method we offer, we may not provide you with the cover or policy benefit you have claimed for. Refer to the relevant Product Disclosure Statement and your Certificate of Insurance for more information about your premium and any applicable claim excess.
30. Main Site: My Insurance Manager
My Insurance Manager (which forms part of our Main Site) enables you to perform certain insurance-related transactions online, such as:
(a) view and manage some details relating to certain insurance policies you hold with us;
(b) purchase and pay for some insurance products and services online;
(c) renew some insurance products and services online; and
(d) view and manage certain claim related information for some policy types.
My Insurance Manager is not available for all of our products, and for some products My Insurance Manager has limited functionality. My Insurance Manager is available for Comprehensive Car Insurance, Comprehensive Motorcycle Insurance, Home and Contents Insurance and Landlord Insurance. In addition, My Insurance Manager has limited functionality for Comprehensive Boat Insurance and Comprehensive Caravan Insurance. It is not available for Legal Liability claims and Third Party Property Damage (including Fire and Theft) claims (for all vehicle types), and policy types such as Travel Insurance, Life Insurance, Funeral Insurance, Accidental Injury or Death Insurance, Income or Bill Protection Insurance, Compulsory Third Party (CTP) Insurance, Barristers’ Professional Indemnity Insurance, and Home Loan Protect Insurance. If you would like information about these products or claims you have made under these policies, please contact us.
The terms in this term 30 are relevant only to those policies for which the relevant My Insurance Manager functionality is available. In addition to the remainder of these Online Terms, the specific terms in this term 30 apply to My Insurance Manager.
30.1. Accessing My Insurance Manager
30.1.1. My Insurance Manager is only accessible to you if you have “logged in” by providing certain details as requested on the log-in, registration and/or authentication pages of My Insurance Manager, relating to you and/or a policy for which My Insurance Manager is available (this information is your “Login”). You will only be able to “log-in”, generate a Login, and use My Insurance Manager if you hold at least one current insurance policy for which My Insurance Manager is available.
30.1.2. The username component of your Login will be a valid email address you select. You should select an email that only you have access to, since we may communicate with you using that address.
30.1.3. If you hold a policy for which My Insurance Manager is available, and that policy is held in a company, trust or similar single entity name (rather than a person’s first and last name), you will need to provide Login details relating to the main authorised contact person listed on the policy. If the policy is held by more than one policyholder with the same last name, you may be unable to register for or access My Insurance Manager. Call us on 1800 102 459 if you would like to confirm your eligibility for My Insurance Manager.
30.1.4. You must not provide details of your Login to any other person. You must not allow any other person to use your Login. You must not use My Insurance Manager to access or modify the details of another person’s insurance claim without their clear authority. Criminal penalties may apply if you do so.
30.2. Loading your policy details into My Insurance Manager
30.2.1. When you register for my Insurance Manager you will be asked to nominate a current insurance policy you hold for which My Insurance Manager is available. This policy will be associated with your Login (a "Loaded Policy").
30.2.2. If you hold multiple policies for which My Insurance Manager is available, after you register for My Insurance Manager you may be able to associate those policies with your same Login (each such policy then being a "Loaded Policy").
30.2.3. If you hold multiple policies for which My Insurance Manager is available, and we have permitted those policies to be linked with your Loaded Policy, My Insurance Manager may automatically associate such policies with your Login (each such policy then being a "Loaded Policy").
30.3. Viewing your policy details in My Insurance Manager
During the period of insurance of the Loaded Policy, My Insurance Manager may allow you to view certain policy details relating to the Loaded Policy such as policy expiry and renewal date, premium and excess details.
30.4. Viewing your claims in My Insurance Manager
My Insurance Manager may allow you to view accessible claim records under a Loaded Policy. If you have more than one Loaded Policy, you may be able to use your single Login to view accessible claims relating to each of those policies.
30.5. Permitted transactions using My Insurance Manager
30.5.1. My Insurance Manager may enable you to purchase and pay for or renew certain policies for which My Insurance Manager is available. Terms 28 and 29 apply to such payments.
30.5.2. During an active claim displayed within My Insurance Manager, you may have the option of making or changing a vehicle damage assessment booking time, paying your claim excess or completing another permitted transaction. In the case of a claim excess payment term 29 applies. My Insurance Manager can take up to 5 business days to update your claim excess payment status.
30.6. Termination of My Insurance Manager Access
Term 16 of these Online Terms applies in full. In addition, we reserve the right to terminate your access to My Insurance Manager at any time upon notice to you. You must terminate your access and/or use of My Insurance Manager if you are no longer a policyholder under the relevant insurance policy. You agree to fully indemnify us for any cost, loss or damage, however caused, arising from your continued use of My Insurance Manager if you are no longer a policyholder. You may terminate your access to My Insurance Manager at any time upon notice to us, which notice must be given to us either by calling 1800 102 459 or by emailing us here, email@example.com and providing sufficient identifying information along with your request. However, such termination will not be effective until notice of that termination is received, processed and acknowledged by us. Our limitation of liability also applies to the termination of My Insurance Manager access.
31. Suncorp Accident Assist application
The Suncorp Accident Assist application allows Suncorp Insurance Motor Vehicle and Boat Insurance policyholders to collect accident-related information and notify Suncorp Insurance of their intention to make a claim on their policy. The Suncorp Accident Assist application is not available for non domestic vehicle or boat policy types. The Suncorp Accident Assist application is also not suitable for Home and Contents Insurance, Compulsory Third Party (CTP), Life Insurance, Income Protection Insurance, Travel Insurance and Barristers’ Professional Indemnity Insurance claim notification. The Suncorp Accident Assist application is available at no cost from Apple on the App Store, however a user requires an iPhone, iPad or iPod Touch, a valid iTunes account and a working internet connection. The Suncorp Accident Assist application is also available for AndroidTM compatible electronic devices from app stores such as the Google PlayTM Store or the SamsungTM app store by way of a valid store account and working internet connection. Additional terms and conditions apply to the use of the Suncorp Accident Assist application and they are accessible when the relevant App is downloaded. If you download the Suncorp Accident Assist application your use of it is subject to these Online Terms, insofar as they are relevant, and the additional terms and conditions. In the case of any inconsistency between the additional terms and conditions and these Online Terms, the additional terms and conditions will prevail to the extent of the inconsistency. We recommend that Suncorp Accident Assist users set up and operate the optional PIN code, which can be accessed within the App. Please be aware that personal information such as your name, address and vehicle, which you save into the Suncorp Accident Assist application or transmit to us as part of your accident notification will NOT automatically update on our record of your policy. If you would like to update your policy’s details, please contact us directly as set out in term 26.1.
32. Main Site: Claim online
Claim online (which forms part of our Main Site) enables you to lodge a claim online for certain Suncorp Insurance policy types. Claim online is only for holders of eligible Suncorp Insurance policies. Claim online is not available for the following claim types: Boat, Third Party Property Damage (all vehicle types), Travel, Funeral, Injury and Compulsory Third Party (CTP). It is not available for Suncorp Insurance policy types such as Travel Insurance, Funeral Insurance, Injury Insurance or CTP Insurance. If you would like information about making a claim, please call Suncorp Insurance on 13 11 55 at anytime. This term 32 is relevant only to those Suncorp Insurance policies for which the relevant Claim online functionality is available. In addition to the remainder of these Online Terms, this term 32 applies to Claim online.
32.1 Accessing Claim online
32.1.1. Claim online is only accessible to you once you have provided certain details as requested by Suncorp Insurance via the Claim online application. You will only be able to use Claim online if you hold a Suncorp Insurance policy for which Claim online is available.
32.1.2. You will be required to supply a valid email address to lodge your claim using Claim online. This email address will also be used to register you for the Suncorp Accident Assist application, if you have not already registered for that application. You should select an email that only you have access to, since we may communicate with you using that address.
32.2 Lodging a claim
When you lodge a claim online, we will confirm what next steps will occur and the time they will occur in. Following the lodgement of your claim, we will tell you whether your claim has been accepted, and whether you will need to pay your policy excess. Should you require immediate assistance, you can call us on 13 11 55 at anytime – 24 hours a day, seven days a week.
32.3 No automatic update of personal information
Please be aware that personal information such as your name, address and vehicle’s details, which you enter into Claim online will NOT automatically update on our record of your Suncorp Insurance policy. If you would like to update your policy’s details, please call us on 13 11 55 or send us an email to firstname.lastname@example.org.
32.4 Termination of Claim online access
Term 16 of these Online Terms applies in full. In addition, we reserve the right to terminate your access to Claim online at any time upon notice to you. You must terminate your access and/or use of Claim online if you are no longer a policyholder under the relevant Suncorp Insurance policy. You agree to fully indemnify us for any cost, loss or damage, however caused, arising from your continued use of Claim online if you are no longer a policyholder. You may terminate your access to Claim online at any time upon notice to us. That notice must be given to us by either calling us on 13 25 24 or by emailing email@example.com and providing sufficient identifying information along with your request. However, such termination will not be effective until notice of that termination is received, processed and acknowledged by us. The limitation of liability expressed in term 8 also applies to the termination of Claim online access.
33. Standard terms and acceptance criteria apply
All enquiries or applications for insurance (including variations of cover) or other products made via any of our Online Sites are subject to and must comply with our normal acceptance criteria unless otherwise specified and are governed by the normal terms and conditions applying to each product or service requested. The terms and conditions of our insurance products are set out in either Product Disclosure Statement (PDS) or policy wordings, or both, depending on the nature of the insurance cover. Refer to the applicable PDS or policy wording before making a decision to purchase, hold or cancel an insurance policy. In the event of any inconsistency between these terms and the relevant policy document, the terms of the policy document prevail. We reserve the right to reduce or deny any claim you make under one of our policies and/or cancel the policy, if the information you provide us is not honest and complete. If any of our products requires that you comply with a duty of disclosure, we will inform you of this in the application/sale transaction and this will be made clear in the relevant PDS, policy wording or certificate of insurance. To the extent permitted by law, we reserve the right to reduce or deny any claim you make under an applicable policy and/or cancel the applicable policy, if the duty of disclosure has not been complied with.
34. Insurance Policies
Except where specified, the general information provided on an Online Site does not form part of any policy or Product Disclosure Statement issued by Suncorp Insurance, Vero Insurance or Suncorp Life.
35. No use of any Online Site for unrelated persons
You must only use our insurance-related Online Sites (as permitted by their design) to:
(a) obtain insurance quotes;
(b) obtain other information relating to the price of insurance cover from us; and
(c) conduct legitimate insurance related transactions or queries;
in respect of insurance cover for you or a member of your immediate family (with their prior consent) or for a commercial enterprise for which you seek bona fide insurance cover.
You agree not to otherwise use such Online Sites to obtain insurance quotes, or to obtain other information relating to the price of insurance cover from us or conduct insurance-related transactions or queries.
These Online Terms are dated 5th March, 2014.