Car Insurance FAQ
Policy Information/Product Features
- How is my Motor Vehicle Insurance premium calculated?
- What is a no claim discount?
- When do I have to pay an excess?
- What excesses apply to me?
- What is an agreed value?
- Can I have an agreed value policy?
- Do I need to list all regular drivers on my Motor Vehicle Insurance?
- Do I need to list learner drivers?
Buying/renewing/cancelling your policy
- How do I pay for my policy?
- Will my policy renew automatically?
- What do I do if my renewal contains incorrect information?
- How can I cancel my policy?
- Do fees apply if I cancel my policy?
Making a Claim
- What should I do if I have an accident?
- What should I do if my vehicle is stolen?
- Do I need to complete a claim form?
- How do I get my vehicle repaired?
- Will I have to pay my excess?
- Will my No Claim Discount (NCD)/Rating be affected?
- What should I do if someone makes a claim against me?
- Do I have to tell you my Input Tax Credit (ITC) entitlement on my insurance premium?
- Why do you deduct ITC entitlement from any direct payments to me?
- Who can I discuss my ITC with?
Policy Information/Product Features
How is my Motor Vehicle Insurance premium calculated?
The amount you pay for insurance depends on many factors including the type of cover and options you choose, the type of vehicle and where it is garaged, the drivers of your vehicle, including their age, driving and insurance record.
What is a no claim discount?
A No Claim Discount / Rating (NCD) is a discount off your premium. It is calculated based on your insurance or driving record. The discount increases each year to a set maximum if you do not make a claim that affects your discount.
When do I have to pay an excess?
Excess is the amount you might have to pay when you claim. The amount and types of excess are shown on your Certificate of Insurance. You will not have to pay an excess if:
- Another vehicle is involved, we agree the driver of your vehicle was not at fault, and you can identify the vehicle and the other driver responsible (name, residential address, phone number and vehicle registration details) or
- No other vehicle is involved, we agree the driver of your vehicle was not at fault, and you can identify the person responsible and prove that they were at fault (name, residential address and phone number).
What excesses apply to me?
Your certificate of insurance will show the types of excess that you might have to pay if you claim. Depending on the circumstances, you might have to pay more than one type of excess when you claim. There are three different types of excess,
- Basic / Flexible excess
- Insurance / Driving Record / Vehicle / Fixed excess
- Age / Inexperienced driver excess
For more information about these excess types please read the Motor Vehicle Insurance Product Disclosure Statement.
What is an agreed value?
An agreed value is the amount we agree to insure your vehicle for. This can change when your renew your policy. Your Certificate of Insurance will show this amount.
Can I have an agreed value policy?
If you have Suncorp Comprehensive Motor Vehicle Insurance, you can elect to have an agreed value policy. An additional premium may apply. Ask us for a quote.
Do I need to list all drivers on my Motor Vehicle Insurance?
Yes, it is important to list all the drivers of your vehicle, as it might affect the premium you pay or our decision to insure you.
Do I need to list learner drivers?
No, if you have Comprehensive, Extra Cover or Third party property Damage Motor Vehicle Insurance there is no need to list drivers while they are on a learner permit.
Buying/Renewing/Cancelling your policy
How do I pay for my policy?
You can pay your Motor Vehicle Insurance premiums annually or by the month (a fee applies to pay by the month). Please see our payment options for more information.
Will my policy renew automatically?
If we are prepared to offer renewal of your policy, we will send you a renewal notice at least 14 days before the due date. It will show the amount payable, and the date your payment is due. You must pay your insurance by the due date to ensure cover is maintained. If you pay your insurance by monthly instalments you do not need to take any payment action, we will continue to debit your account on the same date of each month. If you pay your premiums annually please see our payment options for the available methods of payment.
What do I do if my renewal contains incorrect information?
Call us on 13 11 55. It is your responsibility to ensure that your details are up to date and correct. If you fail to advise us of any change in circumstances which you now or should know is relevant, we might reduce or refuse to pay a claim, cancel your policy or if fraud is involved, treat the policy as if it had never existed.
How can I cancel my policy?
You can cancel your policy at any time by calling us on 13 11 55, or by sending us your cancellation in writing. The cancellation takes effect on the date we receive your request.
Do fees apply if I cancel my policy?
If you cancel your cover during the period of insurance we can charge a fee. We will not charge a fee if:
- You are transferring cover to another motor vehicle policy with us or
- You cancel the cover within the cooling off period or
- We cancel the cover for any reason
Your Product Disclosure Statement has full details about the cancellation fees that apply.
Making a Claim
What should I do if I have an accident?
At the scene of the accident:
- Provide assistance to anyone that is injured. Call an Ambulance or Doctor if required.
- Clear the roadway of broken glass and debris if possible.
- Notify the Police if anyone is injured, either your vehicle or the other vehicle needs to be towed away or you are unable to provide particulars of the owner. Keep the details of the Police Officer you spoke to.
- Obtain full details of vehicles involved - drivers' names, residential addresses, phone numbers, registration numbers and insurance company details if possible.
- Do not admit fault to anyone.
- Write down names, addresses and telephone numbers of all witnesses.
- If towing is required, you should direct the towing of your vehicle to one of our Assessment Centres.
- Do everything reasonable to limit and prevent further damage or loss to your vehicle.
After the accident:
- Contact us with full details as soon as possible by contacting our Claims Call Centre on Suncorp 13 25 24, 24 hours, 7 days a week
- Do not negotiate or promise payment or authorise any repairs without prior consent.
- If you receive any correspondence from any of the other people involved in the accident (or their insurer/legal representative) notify us immediately and send the correspondence to us. This correspondence could include a letter of demand or legal documentation.
- Do not take legal action against the other party without our consent.
- Do not dispose of any damaged property, unless we have agreed.
What should I do if my vehicle is stolen?
- Report the theft to the Police. You must also provide us with the name of the Police Officer, Station, date reported and any report reference number.
- Contact our Claims Call Centre with the full details on Suncorp 13 25 24, 24 hours, 7 days a week.
Do I need to complete a claim form?
No. Lodging a claim is simple. All you need to do is contact our Claims Call Centre on Suncorp 13 25 24 and provide the details for the claim. The claim number and further instructions will be provided over the phone.
How do I get my vehicle repaired?
We are here to help you with that! In most cases we are able to direct you to either to one of our Motor Vehicle Assessment Centres or one of our Recommended Repairers. In both cases they are able to arrange an assessment and organise repairs to your vehicle. Our Recommended Repairers have been appointed by us because we have assessed the repairer as capable of meeting our strict standards of quality workmanship, timeliness, efficiency and cost effectiveness. Please call our Claims Call Centre on 13 25 24 for further information.
The benefits of using our Recommended Repairers are:
- No running around to get quotes.
- For repairs that we authorise we will guarantee the quality of materials and workmanship for the life of the vehicle, even if you no longer own it.
- Fast, efficient and reliable service.
Will I have to pay my excess?
You will need to pay your excess unless:
- Another vehicle is involved, we agree the driver of your vehicle was not at fault and you can identify the vehicle and the other driver responsible (name, residential address, phone number and vehicle registration details)
- No other vehicle is involved, we agree the driver of your vehicle was not at fault, and you can identify the responsible person and prove that they were at fault (name, residential address, phone number).
Will my No Claim Discount (NCD)/Rating be affected?
Your NCD will be reduced and you will pay a higher premium if:
- We decide the driver of your vehicle caused or contributed to the event.
- You were not responsible for the event but can't identify the vehicle and the driver that caused the event (names, residential addresses, phone numbers and vehicle registration details).
What should I do if someone makes a claim against me?
- If you receive any letters of demand from other parties (including their insurer or legal representative) involved in the event, contact our Claims Call Centre on 13 25 24 as soon as possible.
- If you are contacted verbally, advise that you are insured with us and that we will be looking after their claim. Do not admit fault for the damage/accident and do not offer or promise to pay for any costs.
- Record as much of the other parties details as possible (names, residential addresses, phone numbers and vehicle details) as possible.
- Contact our Claims Call Centre on 13 25 24 and advise our consultant of what has happened. We will assist you throughout the claims process.
Do I have to tell you my Input Tax Credit (ITC) entitlement on my insurance premium?
Under the GST Act, you must tell us what your entitlement to ITC was for your insurance premium. If you need more information please contact the ATO on 13 28 66 or www.ato.gov.au/.
Why do you deduct ITC entitlement from any direct payments to me?
Under the policy/PDS we are liable to pay you the net cost of your claim. When we calculate a payment to you for your claim, we can reduce it by any Input Tax Credits you are, or would be, entitled to receive, as these input tax credits reduce your net cost.
Who can I discuss my ITC with?
We suggest you contact your Accountant or the ATO on 13 28 66 or www.ato.gov.au
Product Disclosure Statement
Motor Vehicle Insurance is issued by Suncorp Metway Insurance Ltd ABN 83 075 695 966. Please read the Product Disclosure Statement before you make any decisions regarding the product. Contact us for a copy.
