Car Insurance FAQs

Policy Information/Product Features

Buying/renewing/cancelling your policy

Making a Claim

Policy Information/Product Features

What are Claims Free Driver Rewards?

Each year you comprehensively insure your car with us without making an excess payable claim, we will reward you with a percentage of the premium you paid as a credit on the next renewal of your comprehensive policy for that car. If Claims Free Driver Rewards applies to your policy it will be shown on your certificate of insurance and any credit you  qualify for applies at your next renewal. Conditions apply*

*With Claims Free Driver Rewards we will take into account your claims history when we calculate your premium. You cannot have Rating 1 for Life and Claims Free Driver Rewards on the same car. Claims Free Driver Rewards is not redeemable or payable as cash. Refer to the PDS for details.

Why does Suncorp no longer have a Rating/No Claim Discount structure?

We have decided to remove the previous rating (or no claim discount structure) and introduce Claims Free Driver Rewards. We believe that by removing this out-dated structure Suncorp will be better positioned to offer more competitive premiums and to better reward and recognise good drivers. Please refer to your PDS for further information. 

When do I have to pay an excess?

An excess is the amount you have to pay for each incident when you make a claim. For example, if the rear and front of your car have been damaged in two separate incidents, then you have to make 2 claims and pay the excesses that apply for each claim. The total excess you are required to pay is determined by the circumstances of your claim.

You might have to pay more than one type of excess when you claim. You must pay the excess in full (if we ask for it) before we pay any claim, or provide any benefits under this policy. We will usually ask for your excess when you first lodge your claim.

You will not have to pay an excess for an incident where we agree the driver of your car was not at fault, and you can give us the name and address of the other driver or the registration number of the other car.

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 five different types of excess,

  • Basic excess
  • Voluntary excess  
  • Age excess
  • Inexperienced driver excess
  • Driver history excess

For more information about these excess types please read the Car Insurance Product Disclosure Statement.

What is an amount covered?

When used in relation to your car, it is the maximum amount we will pay for loss or damage to your car caused by an incident less any deductions that apply, unless we say otherwise in your policy. It includes the value of any accessories or modifications. The amount covered includes GST.

For Comprehensive cover, your amount covered will be shown on your certificate of insurance.

For Fire, Theft & Third Party Property Damage cover, your amount covered will be the market value of your car or the limit shown on your certificate of insurance, whichever is less. 

Buying/Renewing/Cancelling your policy

How do I pay for my policy?

You can pay your Car 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 know 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 may cancel this policy at any time by calling us on 13 11 55 or by sending us your cancellation in writing. If you cancel this policy outside the cooling off period, you will be refunded the unexpired portion of the premium, less the cancellation fee and less any non-refundable government charges if the refund is more than $5.

Your Product Disclosure Statement has full details about our cancellation fee.
 

Making a Claim

What should I do if I have an accident?

Unfortunately, accidents can happen to anyone, even the most careful drivers. If you are ever in an accident, remain calm and follow the steps provided below:

Step 1: Make sure everyone is safe. For emergencies call 000.

Step 2: Try to prevent further loss or damage.
You must do everything you reasonably can to limit and prevent further loss or damage
(e.g. move your car off the road and put on your hazard lights).
We may provide cover for emergency repairs up to $500 (see page 16 for details).

Step 3: Report the incident to the authorities.
If someone is injured or has stolen, attempted to steal or maliciously damaged your car,
call the police immediately and record the time, date, report number and the name of the recording officer.

Step 4: Collect details of all drivers, passengers and witnesses.
You will need these when you call us. Make sure you have their full names, addresses
and contact numbers. If another vehicle is involved, record its registration number and the driver’s insurance details. Do not admit fault to anyone.

Step 5: Contact us as soon as possible on 13 25 24.
Make sure you have the details of the incident at hand to assist us with lodging your claim.
If towing is required, we will help arrange the towing of your car to one of our assessment centres or repair facilities, or another location nominated or agreed to by us (e.g. a repairer).

If you have caused damage to other people’s property

Tell us about any incident that has caused damage to other people’s property. You also must immediately tell us about any demands made on you to pay compensation to others, any court actions or offers of settlement and send these to us. If you do not tell us about these and it results in further costs, you may have to pay those costs.

How do I get my car 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 car. 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. If you prefer, you can choose your own repairer. Please call our Claims Call Centre on 13 25 24 for further information.

Will I have to pay my excess?

The total excess you are required to pay is determined by the circumstances of your claim. You might have to pay more than one type of excess when you claim. You will not have to pay an excess for an incident where we agree the driver of your car was not at fault, and you can give us the name and address of the other driver or the registration number of the other car. 

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 for my claim?

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 . 

Car Insurance issued by Suncorp Metway Insurance Ltd. ABN 83 075 695 966. Approved applicants only. Exclusions apply.  Please read the relevant Product Disclosure Statement before you make any decisions regarding this product. Ask us for a copy. The features and benefits described on this page and in our Car Insurance Product Disclosure Statement apply to new customers from 26th November 2012 and existing customers on renewal from 4th January 2013.