Make a Claim

It's the little things we do that help get your car and your life back, fast. At Suncorp Insurance, we understand that our customers appreciate having helpful information about how to make a claim.

Our 'Claims Made Easy' site includes the following information for Car Insurance claims:

• How to make a claim
• We'll do the running around for you
• How claims work
• Quality of repairs and our Recommended Repairers
• What should I do if I have a car accident?
• What should I do if my car is stolen?
• What should I do if someone makes a claim against me?
• Excesses
• Suncorp - Minimizing your inconvenience
• Report Insurance Fraud

How to make a claim:

You can lodge a claim for Car Insurance online or by calling us on 13 25 24.

Apply Now You can log on to the online claims site 24 hours a day, every day to: Lodge a claim, or Enquire about an existing claim. A Suncorp representative will call you within 48 hours of your claim lodgement or query.

Claims over the Phone Phone 13 25 24 To discuss your claim with one of our Customer Claims Consultants call us 24 hours a day, 7 days a week to: Lodge a claim, or Enquire about an existing claim. There are no forms required; all of the details will be taken over the phone. Information You Need to Provide Please have the following information ready: Your name, address and contact phone numbers. The registration, make, year and model of your vehicle. Details of who was driving the vehicle or responsible for it at the time of the accident. Details of any other person or vehicle involved, including name, address, contact phone numbers and registration number. A brief description of the accident or theft, and the damage to your vehicle. Remember no quotes are needed when you use our recommended repairers. We will discuss how to get your vehicle repaired after you lodge your claim.

We'll do the running around for you:

Arranging repairs to your car after an accident, fire or theft can be time consuming and inconvenient, so we have designed a claims process that makes it more efficient for you.

• Lifetime Repair Guarantee - The quality of materials and workmanship used in authorised repairs are guaranteed for the life of your car, even if you no longer own it. This means that we will fix any problems caused by faulty material or workmanship.
• 7 Day Repair Guarantee - With Suncorp, if you're able to drive your comprehensively insured car into one of our assessment centres after your claim is approved, we'll have you back on the road within a week! All repair work will be guaranteed for the life of your car, and if for some reason, we can't fix your car within 7 days, we'll give you a courtesy car from the 8th day until your car is repaired. Single approved claims only and some types of damage excluded. Courtesy car will be a compact category car and a car hire bond may apply. Refer to the PDS for details.
• If you choose to use one of our recommended repairers, you don’t need to obtain your own quote. We will discuss the options with you for how your car can be repaired after you lodge your claim.
• There are no forms required when you lodge your claim; all of the details will be taken over the phone.

How Claims Work:

Every claim is unique and the process varies, however below is a typical claim example.

1.  Call 13 25 24 and speak to one of our friendly Insurance Consultants.
2.  We will record the details of the incident including:

• Your name, address and contact phone numbers.
• The registration, make, year and model of your car.
• Details of who in control of the car at the time of the accident
• Details of any other person or vehicle involved, including name, address, contact phone numbers and registration.
• A brief description of the accident or theft, and the damage to your car.

3.  If you want to use one of our recommended repairers we can provide you with details of a repairer so you don't need to run around getting quotes.
4.  We will let you know how to get your car repaired quickly and conveniently, including information about vehicle towing.
5.  Provide you with details about any excess that you have to pay.

Quality Repairs... Guaranteed

As a Suncorp customer you have access to 15 Motor Vehicle Assessment Centres and over 540 Recommended Repairers nationwide.

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 choose to have your car repaired by one of our Recommended Repairers:

• The repairs, in most instances, can be started without any delays.
• A customer service consultant will manage the quality and progress of your repairs.

What should I do if I have a car accident?

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

1. 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.

What should I do if my car is stolen?

1. Report the theft/damage to the Police. You must also provide us with the name of the Police Officer, station, date reported and any report reference number.
2. Contact our Claims Centre with the full details on 13 25 24, 24 hours, 7 days a week.

What should I do if someone makes a claim against me?

1. If you receive any letters of demand or correspondence from other parties (including their insurer or legal representative) involved in the event, contact our Claims Centre on 13 25 24 as soon as possible.
2. 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.
3. Record as much of the other parties details as possible such as names, residential addresses, phone numbers and vehicle details.
4. Contact our Claims Centre on 13 25 24 and advise our consultant of what has happened. We will assist you throughout the claims process.

Excesses

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.

Suncorp - Minimizing Your Inconvenience

Windscreen and window glass cover – When the only damage to your car following an incident is the windscreen or window glass, we will cover the cost to repair or replace your damaged windscreen or window glass without you having to pay an excess. This cover is limited to one claim per insurance period.

This option can be purchased under Comprehensive Extras and is automatically included in Comprehensive Advantages.

Please read the Product Disclosure Statement for full details.

Hire car after an event up to 14 days - When we agree to pay your claim as a result of an incident covered by your policy and your car cannot be safely driven or is in for repairs or has been stolen, we will arrange and pay the reasonable hire cost of a ‘compact’ category hire car using our provider for up to 14 days.   

This option can be purchased under Comprehensive Extras.

Please read the Product Disclosure Statement for full details.

Hire car after an event for unlimited days - When we agree to pay your claim as a result of an incident covered by your policy and your car cannot be safely driven or is in for repairs or has been stolen, we will arrange and pay the reasonable hire cost of a hire car that is a similar make or model to your car using our provider. The benefit limit is $90 per day and will stop when your car is returned or we settle your claim.  

This option is automatically included under Comprehensive Advantages.

Please read the Product Disclosure Statement for full details.

New for old car replacement for cars less than two years  - If you are the first registered owner of a car, you can choose to accept a new replacement car of the same or similar make or model.  If your car:

• has comprehensive cover and
• is a total loss within 2 years of the date your car was first registered; and
• anyone who financed your car provides us with consent.

A car of the same make or model must be available within 90 days, if one is not available within that time, we may provide you with a new car that is in our opinion a similar make or model to your car.

Lifetime new for old car replacement - If you are the first registered owner of a car and we agree to pay your claim as a total loss, you can choose to accept a new replacement car of the same or similar make or model if:

• your car has been continuously insured under our Comprehensive Advantages level of cover from within 13 months of your car first being purchased until the time of the insured incident;
• if necessary, anyone who provided finance for your car agrees; and
• anyone who financed your car provides us with consent.

A car of the same make or model must be available within 90 days, if one is not available within that time, we may provide you with a new car that is in our opinion a similar make or model to your car.

Please read the Product Disclosure Statement for full details.

Helpful Hints for Motor Security - The incident of car theft in Australia is high. Following these simple tips can reduce the chances of your car being stolen.

• Fully close windows and lock doors
• At night, make sure you park your car in a well lit and secure area
• Park off-street if possible
• Away from home, park in a secure attended car park
• Never leave your car running while it's unattended - not even for a minute!
• Don't hide a spare set of ignition keys anywhere in your car
• Never leave personal items including mobile phones, wallets, handbags or briefcases in sight
• A self-alarming electronic immobiliser is an effective form of car security

For information on how theft-proof your car is, click the 'car safe' link below. Using this link, you can access the site of the National Motor Vehicle Theft Reduction Council (NMVTRC). The NMVTRC is an organisation jointly funded by government, insurance industry and motor industry. Its aim is to reduce motor vehicle theft in Australia.
 

How do I report insurance fraud?

Insurance fraud is not a victimless crime. It imposes additional costs on honest policy holders and wastes the valuable resources of our community. This means it affects everyone.

Suncorp actively pursues fraudulent and inflated claims in order to keep your premiums as low as possible. Fraudulent claims will be investigated and may be reported to the police.

Help us fight insurance fraud by reporting:

• Inflated vehicle or home repair bills.
• Staged vehicle or home incidents.
• False or inflated home or vehicle claims.
• Home and vehicle fires which may be intentionally started - including by someone known to you.

To report suspected insurance fraud, call 1300 881 725. Let's work together to reduce the impact of insurance fraud on the community.