Make a Claim

It's the little things we do that help get your home (and your life) back, fast. At Suncorp, 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 Home and Contents Insurance claims:

• How to make a claim
• Peace of mind for claims
• How claims work
• How claims are paid
• Excesses
• Quality of repairs... Guaranteed
• Prepare for the unexpected
• Report insurance fraud

How to make a claim

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

In the case of an emergency:

• First, ensure all family and/or friends are safe and out of harms way;
• Call us on 13 25 24;
• We will lodge the claim;
• If required, we will authorise emergency repairs.

If you have a legal liability claim, call 13 25 24 and follow the prompts through Commercial Insurance to Personal Injury.

Online claim Available 24 hours a day, every day to: Lodge a claim, or Enquire about an existing claim.

Claims over the Phone Telephone 13 25 24 Available 24 hours a day, every day to: Lodge a claim, or Enquire about an existing claim. Information You Need to Provide Your name and contact details. The address of the property on which you are making the claim. A description of the incident (e.g. fire, theft, burglary, storm). Details of what has been affected by the event e.g. broken window, roof damaged by fallen tree, stolen TV. To help speed up your claim, for electrical items please have details about the make and model handy. Please note: You do not need to obtain any quotes if you choose to use a recommended repairer. If the loss is caused by theft, you will need to notify the police and obtain a report.

Peace of mind for claims

• We will provide new for old replacement, for any of your home or contents damaged beyond repair or stolen, regardless of their age. Limits apply on certain items.
• For the lifetime of your home, we guarantee the quality of materials and workmanship on home repairs that we authorise and arrange.
• We will pay temporary accommodation costs of a similar standard during repairs if your home is damaged by an insured incident and unliveable*†.
• If you have to rebuild all or part of your home due to damage caused by an insured incident, we will pay to cover removal of debris and architect and surveyor fees*.
• If we need to visit your home, we will appoint a skilled Home Assessor to assess your loss or damage.
• Any appointment made to visit your home will be at a time convenient to you.

Please refer to your Product Disclosure Statement for further information. †Not available with Suncorp Landlord Insurance. *Policy limits and conditions apply

How claims work

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

Call us on 13 25 24 or lodge your claim online. If lodged online, one of our Insurance Consultants will call you within 24 hours.

Our friendly Insurance Consultants will:

• Record the details of the incident, including:

  • Your name, address and contact phone numbers.
  • A description of the incident (e.g. fire, theft, burglary, storm).
  • What has been affected by the incident e.g. broken window, roof damaged by fallen tree, stolen TV. To help speed up your claim, for electrical items please have details about the make and model handy.
• If required, ask you to provide further documentation i.e. proof of ownership, receipts etc.
• Provide you with details of one of our carefully selected recommended repairers or replacement providers (if one is available in your area), so you don't need to run around getting quotes.
• Provide you with details about the excess you will have to pay. Sometimes you might you have to pay more than one excess.
• Let you know if an assessor needs to visit your property and when the assessor will be in contact with you.

 Note: Should your claim, or part of it, not be covered, an Insurance Consultant will tell you why.

How claims are paid

When settling claims, if we decide to rebuild or replace the damaged items we will do so on a new for old replacement regardless of age, by rebuilding or replacing with new items or new materials that are available at the time of replacement or repair from Australian suppliers. For a full definition of ‘new for old’ refer to the PDS.

Sometimes we might decide instead to pay you what it would cost us to rebuild or replace your home and/or contents ‘new for old’.  If we decide to repair, we will either repair on a ‘new or old’ basis or repair to a similar condition to what your home or contents was in prior to the loss or damage.

Excesses

An excess is the amount you have to pay for each incident when you make a claim.  Sometimes you might have more than one type of excess.  The amount and types of excess are shown on your certificate of insurance and described in the PDS.

When you make a claim we will choose whether to deduct the applicable excesses from the amount we pay you or direct you to pay the excesses to us or to the appointed repairer or supplier.  We may require you to pay the excesses in full before we pay your claim or provide any benefits under your policy.

Quality of repairs... Guaranteed

For your peace of mind we offer a lifetime guarantee for the quality of materials and workmanship in home repairs that we authorise and arrange. We guarantee the materials used and standard of workmanship to be free of defects for the lifetime of your home.

If a defect arises as a result of poor quality workmanship or use of incorrect materials, then we will rectify the problem.

Prepare for the unexpected

At Suncorp, we are in the business of helping our customers get back where they belong when the unexpected happens. Planning for an emergency can help you prepare for life's setbacks and to help restore your world to order when the unexpected happens.

Please visit our Home Safety Tips site for tips on:

• Home security
• Fire safety
• Bushfire safety
• Natural disaster information.

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.