Home and Contents Insurance FAQ

Platinum Cover in Different Locations
Elsewhere in Australia and New Zealand	Elsewhere in the world (listed jewellery and watches* only)
Cover for contents anywhere in Australia and New Zealand for up to 185 days when they are temporarily away from the insured address.	Cover for jewellery and watches listed under your policy when they are outside Australia and New Zealand for up to 100 days.

What is NOT covered by my policy?

The relevant Product Disclosure Statement (PDS) and any Supplementary PDS (SPDS) for your policy contains detailed information regarding what is not covered for each insured event, additional feature and optional cover.

Please click on the following link to access your PDS and any SPDS:

• Product Disclosure Statements For Suncorp Products

Are there limits on the amount I can claim on my Home Insurance policy?

The most we will pay for Home Insurance claims is detailed in table below:

Fixed limits apply to:	Limit for any one insured incident
	Classic / 55UP / Investor Home and Contents	Platinum Home and Contents
Unfixed home building materials and uninstalled home fittings (Eg. Tiles stored in the shed or an oven that is not yet installed)	up to $500 in total	up to $2,000 in total
Fencing	Up to 2 Kilometres	Up to 2 Kilometres
Bitument surfaced driveway or roadway	Up to 500 metres	Up to 500 metres
Additional features or options	Please refer to the PDS for limits on additional features and optional covers	Please refer to the PDS for limits on additional features and optional covers

Are there limits on the amount I can claim on my Contents Insurance policy?

The most we will pay for Contents Insurance claims is detailed in table below:

Fixed limits apply to:	Limit for any one insured incident
	Classic / 55UP Home and Contents	Platinum Home and Contents	Investor Home and Contents
Home office equipment	up to $10,000 in total	up to $20,000 in total	Not covered
Tools of trade	up to $1,000 in total	up to $5,000 in total	Not covered
Refrigerated or frozen food and medicines	up to $500 in total	up to $2,000 in total	Not covered
Uncut and unset gems, gold or silver nuggets and ingots (not jewellery)	up to $500 in total	up to $1,000 in total	Not covered
Cash, smart cards, phone cards, and documents able to be cashed	up to $300 in total	up to $500 in total	Not covered
**Carpets or rugs that are hand-woven	Covered under Flexible Limits	Covered under Flexible Limits	up to $2,000 each carpet or rug
**Paintings, pictures, works of art, sculptures and art objects	Covered under Flexible Limits	Covered under Flexible Limits	up to $2,000 for each item or set, but no more than a total of $10,000
Additional features or options	Please refer to the PDS for limits on additional features and optional covers	Please refer to the PDS for limits on additional features and optional covers	Please refer to the PDS for limits on additional features and optional covers

Flexible limits apply to:	Limit for any one insured incident
	Classic 55 UP Home and Contents	Platinum Home and Contents		Investor Home and Contents
		Essential Limits	Essential Plus
**Jewellery and watches	up to $1,000 for each item or set, but no more than a total of $4,000	up to $5,000 for each item or set, but no more than $20,000 in total	up to $10,000 for each item or set, but no more than $40,000 in total	Not covered
**CDs, DVDs, audio and video tapes, records, computer discs, computer software, game cartridges and consoles	up to $5,000 in total	Covered up to the sum insured for contents		Not covered
**Silver and gold items, items plated with silver or gold (unless limited elsewhere in 'Contents limits')	up to $2,000 each item or set	up to $50,000 in total	up to $100,000 in total	Not covered
**Stamps, stamp collections, collector's pins, medals and collector's non-negotiable currency	up to $2,000 in total	up to $25,000 in total	up to $50,000 in total	Not covered
**Collections or memorabilia	up to $2,000 in total	up to $25,000 in total***	up to $50,000 in total***	Not covered

** You can insure these Contents items for more by listing each item for its full replacement value on your Certificate of Insurance. You can do this if you:

• ask us for this to occur and we agree
• give us a full description and Australian valuation (if we ask for this and accept the valuation) and
• pay any extra premium due.

We will tell you if extra home security is needed in the Home before we will accept cover for any item.

*** Please note that under Platinum Home and Contents wine is not a 'collection' and has no special limit.

Are there limits on the amount I can claim on my Investor Contents policy?

There are limits to the amount that can be claimed on a Suncorp Investor Contents policy. These limits are as follows:

Limits apply to	Limit for any one insured incident
Hand-woven carpets and rugs	up to $2,000 each carpet or rug
Paintings, pictures and works of art	up to $2,000 for each item or set, but not more than a total of $10,000
Additional features & Optional covers	up to the limit shown for that Additional feature or Option

What does new for old replacement mean?

If your home is damaged beyond repair or your belongings are damaged beyond repair or stolen, Suncorp will replace your home and contents new for old, regardless of their age. We can arrange replacements for you, and we'll also give you a lifetime guarantee on the quality of materials and workmanship in home repairs that we authorise and arrange.

For a full definition of 'new for old', refer to your Product Disclosure Statement.

Does my insurance provide cover for visitor's possessions?

Classic Home and Contents	Up to $500 on the uninsured belongings of your visitors
55UP Home and Contents	Up to $500 on the uninsured belongings of your visitors Up to $2,000 cover on the uninsured belongings of your grandchildren
Platinum Home and Contents	Up to $2,000 on the uninsured belongings of your visitors and uninsured contents owned by your domestic employees.

This additional feature is not available on Investor Contents Insurance policies.

Does my insurance cover my tools of trade and home office equipment?

	Classic Home and Contents	55UP Home and Contents	Platinum Home and Contents
Tools of trade	Up to $1,000	Up to $1,000	Up to $5,000
Home office equipment	Up to $10,000	Up to $10,000	Up to $20,000

This feature is not available on Investor Contents Insurance policies.

If you are a business owner, click here for more information about insurance for your business.

How can I save money on my premium?

With Suncorp, there are a number of easy ways you could save money on your premium:

• Multiple policy discount - you may be eligible for a Multi Policy Discount if you have other insurance products with us. Find out more www.suncorp.com.au/valuecomboconditions
• Flexible excesses - we have a range of excesses for you to choose from to help make your premiums more affordable. The higher the excess you choose, the lower your premiums will be. You should remember to consider your individual circumstances when choosing the premium level that suits your needs.
• Secure your home and save - having good security around your property, like alarms and security locks on your doors and windows, not only deters intruders, but could also save you money on your contents premium.

What is Legal Liability cover?

Legal Liability covers your liability to pay compensation for death or bodily injury to other people or loss or damage to their property resulting from an incident, which happens in connection with you owning or living in the home at the insured address. For instance, if a person was to come onto your property and injure themselves by tripping whilst climbing the stairs, the legal liability component of your policy could cover you if they seek the payment of damages.

Legal Liability on Contents also covers your liability to pay compensation for an incident, which causes death or bodily injury to other people anywhere in Australia or New Zealand. So if you were playing golf and your ball was to strike another player causing injury, your policy could cover you, if they seek damages from you for their injuries.

Your policy provides you with up to $20 million legal liability cover.

Buying and Renewing Your Insurance Policy

How do I determine the right level of cover?

The purpose of your Home & Contents Insurance is to return you or as close as possible to the position that you were in prior to a claim.

You are responsible for deciding the amount of your sum insured.

Homes

To avoid being underinsured, your Home sum insured should reflect what it would cost to rebuild your house today using the same materials and the same style of fittings and fixtures.

To help you estimate the replacement value of your home you can use the Home and Contents Calculator.

Please note that our calculator is intended as a guide only. Consider whether you need a professional valuation by contacting an architect, builder or other valuation experts.

Contents

The new for old replacement value of your content depends on the furnishings, personal items, valuables, appliances and other household goods you have in your home or unit. One way that might help you calculate the new for old replacement value of all contents is to walk around the home, room by room, make a list of all the items and place a new for old value against each of them. The total new for old replacement value of all contents items should be your sum insured.

Each year, it's worthwhile considering the new Contents items purchased during the period of insurance, and call us to update the sum insured accordingly. Unless you are downsizing your home, the sum insured usually needs increasing.

To estimate the replacement value of your Contents, you can also use the Home and Contents Calculator.

Please note that our calculator is intended as a guide only. Consider whether you need a professional valuation by contacting an architect, builder or other valuation experts.

How do I work out new for old values on paintings and other artistic objects?

Paintings, pictures, works of art, sculptures and art objects
Classic / 55UP Home and Contents*	Platinum Home and Contents*		Investor Home and Contents**
	Essential Limits	Essential Plus Limits
up to $10,000 for each item or set, but not more than a total of $50,000	up to $100,000 in total	up to $200,000 in total	up to $2,000 for each item or set, but not more than a total of $10,000

* If you own a painting worth more than the limit shown, you can ask us to list it for its replacement cost on your Certificate of Insurance.

** Under the Investor policy, you can insure up to $2,000 for each painting and work art objects to a maximum total of $10,000 only.

You will need to keep evidence of the value of the artistic object, and the amount that you list on your certificate of insurance should reflect a recent valuation from a reputable art dealer or fine art expert or receipt of purchase.

Which items do I need to list on my Home and Contents insurance policy to make sure they are covered?

Items required to be listed
	Classic / 55UP Home and Contents	Platinum Home and Contents		Investor Home and Contents
		Essential Limits	Essential Plus
**Jewellery and watches	up to $1,000 for each item or set, but no more than a total of $4,000	up to $5,000 for each item or set, but no more than $20,000 in total	up to $10,000 for each item or set, but no more than $40,000 in total	Not covered
**CDs, DVDs, audio and video tapes, records, computer discs, computer **software, game cartridges and consoles	up to $5,000 in total	Covered up to the sum insured for contents		Not covered
**Carpets or rugs that are hand-woven	up to $2,000 each carpet or rug	Covered up to the sum insured for contents		Not covered
**Silver and gold items, items plated with silver or gold (unless limited elsewhere in 'Contents limits')	up to $2,000 each item or set	up to $50,000 in total	up to $100,000 in total	Not covered
**Paintings, pictures, works of art, sculptures and art objects	up to $10,000 for each item or set, but not more than a total of $50,000	up to $100,000 in total	up to $200,000 in total	Not covered
**Stamps, stamp collections, collector's pins, medals and collector's non-negotiable currency	up to $2,000 in total	up to $25,000 in total	up to $50,000 in total	Not covered
**Collections or memorabilia	up to $2,000 in total	up to $25,000 in total ***	up to $50,000 in total ***	Not covered

If you own items worth more than these limits, you can ask us to list these items on your policy and cover them for their full replacement value for an additional premium.

*** Please note that under Platinum Home and Contents wine is not a 'collection' and has no special limit.

What are my options for insuring my jewellery*?

For customers with either Classic Home and Contents policy or 55UP Home and Contents policy, you have two options to insuring your jewellery:

1. At the Home

To cover each item or piece of jewellery over $1,000 (per item or set) at the home, you will need to list the item so that they are covered for its full replacement value under the Contents policy.

By doing this, your jewellery will be covered at the home for insured events such as theft, fire and storm. You will need to have a jewellery valuation before asking us to list jewellery, and this will be needed again if a claim is made.

2. Portable Cover - Anywhere in Australia and New Zealand

The other way is to cover jewellery inside and away from home is by adding Portable Cover to your Contents policy.

While this costs more than simply listing jewellery under the Contents policy, your jewellery is covered for accidental loss or damage anywhere in Australia and New Zealand. Your listed jewellery and watches would also be covered in the world for up to 30 days.

For customers with Platinum Home and Contents Insurance, your jewellery is automatically covered inside and away from the home.

Platinum Cover in Different Locations
Elsewhere in Australia and New Zealand	Elsewhere in the world (listed jewellery and watches* only)
Cover for most contents items anywhere in Australia and New Zealand for up to 185 days when they are temporarily away from the insured address.	Cover for jewellery and watches listed under your policy when they are outside Australia and New Zealand for up to 100 days.

There are 2 levels of limits available for jewellery and watches under the Platinum Home and Contents policy. If items are worth more than the limits shown below, you can list items individually.

Platinum Cover for Jewellery and Watches
Essential Limits	Essential Plus
up to $5,000 for each item or set, but not more than $20,000 in total	up to $10,000 for each item or set, but not more than $40,000 in total

* Cover for jewellery is not available with Investor Home and Contents Insurance policies.

How do I start an insurance policy with Suncorp ?

There are several easy ways you can obtain a quote here at Suncorp. You can:

• Click here to get an online quote;
• Call us on 13 11 55 and follow the prompts; or
• Visit us at one of our Branches. Click here to find your nearest branch.

How do I make a payment?

We have convenient payment options to suit everyone:

• Online via our website
• By phone
• BPAY
• Pay by the month - monthly payments can be charged to your credit card or deducted from your cheque/savings account (a pay by the month fee applies)
• In person at any one of our branches or agencies

What happens at renewal time?

You will receive a renewal notice approximately four weeks prior to your renewal date. The renewal notice outlines the amount payable, the payment options and the next steps.

You also receive your Certificate of Insurance, which outlines your policy details including; type of cover, sum insured, excess amounts and any optional covers you have chosen.

Please ensure the information on your Certificate of Insurance is correct, and that you have an adequate level of cover for your home and contents. If you need to make any changes, please contact us on 13 11 55, 24 hours a day, 7 days a week.

You must pay for your insurance by the due date to ensure that your cover is maintained.

Am I required to provide any additional information at renewal time?

Please read your renewal documentation carefully for information about your Duty of Disclosure obligations.

Also, let us know if there has been a change in your circumstances, which may have an impact on your Home and/or Contents Insurance. For instance, if you have renovated your home or if you have purchased new furniture/appliances, this may have an impact on your home and contents sums insured.

How are premiums calculated?

Suncorp Home and Contents Insurance premiums reflect a number of factors, including the cost of current and future claims and business expenses.

Each time you renew your insurance, your premium may change, even if your personal circumstances have not changed. This is because premiums are affected by:

• The cost of claims we have paid to our customers
• the cost of claims we expect to pay in the future
• changes in government taxes or charges
• our expenses of doing business

There are factors outside our control, and they can affect our cost of settling claims, so we need to analyse them on an ongoing basis.

The premium you pay is calculated using a wide range of factors called rating factors, including:

• postcode, suburb or location of the home
• what the home is constructed from
• age of the home
• how the home is secured against burglars
• the excess you choose to pay in the event of a claim
• the optional covers your choose

These rating factors may cause an increase or decrease to your premium.

Why might my premium increase?

No one wants premiums to rise. Sometimes when you renew your insurance your premium will change even if your personal circumstances have not changed. This is because premiums are also affected by other factors such as:

• The cost of claims we have paid to other customers
• The cost of claims we expect to pay in the future
• Any changes in government taxes or charges
• Our expenses of doing business.

Claims Information

How do I make a claim?

Suncorp offers a hassle-free claims service, so you don't have to worry about filling in claims forms, and we can arrange repairs to or replacement of your home or contents after an approved claim.

With our paperless claims service, all it takes is a phone call to our claims hotline on 13 25 24, open 24 hours a day, every day of the year.

If you have Platinum Home and Contents Insurance, please ring 1800 353 116 to speak with our Platinum claims team between the hours of:

• Monday to Friday between 8am - 6pm EST
• Should you have any queries outside of these hours, your call will be answered by our Suncorp Claims call centre which operates 24 hours, 7 days a week.

What proof do I need when I make a claim?

We will ask you for proof of purchase or evidence of value and ownership at the time of claim. This could be a store or credit card receipt, user manuals for recently purchased electrical items, or even a receipt of repair to the item.

We suggest that you store all of your receipts or valuations in a fireproof area or container.

Our Virtual Safe is also a good place to store information about your Home and Contents items, which may be used for verification if you need to make a claim. For more information on the Suncorp Virtual Safe click here.

You must provide us with a full description of each item or set being claimed and any proof of ownership and value that we ask for. We will decide what is reasonable proof of ownership depending on what is claimed and its age and value. Minimum requirements for proof of ownership and value apply to the contents items shown in the following table. We might ask for similar proofs on other contents items or ask for additional proof for the items in the table below.

Jewellery

Amount claimed for each item or set	Minimum proofs for assessment
up to $500	Details of when and where purchased and the price paid. If you are claiming for more than $1,000 in total, we may ask you for more proofs.
over $500 to $1,000	One of the following: proof of purchase that identifies the item a close-up photograph clearly showing the item a full description and value from a jeweller obtained before the loss occurred.
over $1,000 to $3,000	proof of purchase that identifies the item plus a full description of the item in writing from the jeweller you bought it from or a professional valuer.
over $3,000	A valuation by a qualified jeweller or professional valuer. A close up photograph will help us but is not essential.

Watches

Amount claimed for each item or set	Minimum proofs for assessment
up to $1,000	If purchased over 12 months ago Details of when and where purchased and the price paid. If purchased new in the last 12 months One of the following: proof of purchase that identifies the item a certificate of authenticity an original operating manual the manufacturer's box a close up photograph.
over $1,000 to $2,000	One of the following: proof of purchase that identifies the item a certificate of authenticity an original operating manual the manufacturer's box a close up photograph
over $2,000	One of the following: proof of purchase that identifies the item a warranty, guarantee or certificate of authenticity showing the model or serial number a manufacturer's box if it has the model or serial number showing a valuation by a licenced member of the Auctioneers and Valuers Association of Australia.

CDs, DVDs, records and other types of music, video and electronic media and storage items

Amount claimed for each item or set	Minimum proofs for assessment
up to $1,000 in total	A list of items claimed and their replacement cost.
over $1,000 in total	A list of items claimed plus photographs that clearly show the number of claimed items in the place where they are stored.

Paintings, pictures, works of art, sculptures and art objects

Amount claimed for each item or set	Minimum proofs for assessment
up to $2,000	If purchased over 12 months ago Details of when and where purchased and the price paid. If purchased new in the past 12 months Proof of purchase that identifies the item.
over $2,000	One of the following: proof of purchase that identifies the item a valuation by the Auctioneers and Valuers Association of Australia.

Silver or gold items, items plated with silver or gold (other than jewellery and watches)

Amount claimed for each item or set	Minimum proofs for assessment
up to $1,000	A full description plus details of when and where each item was purchased and the price paid.
over $1,000	One of the following: proof of purchase showing a full description of each item or set proof of value from a professional valuer or dealer. A close up photograph will help but is not essential.

Stamps, stamp collections, collector's pins, medals and collectors non-negotiable currency

Amount claimed for each item or set	Minimum proofs for assessment
up to $2,000	If purchased over 12 months ago Details of when and where purchased and the price paid. If purchased new in the past 12 months Proof of purchase that identifies the item.
over $2,000	One of the following: photos or photocopies of each coin or stamp plus evidence of what it is worth proof of purchase that identifies the item a valuation by the Auctioneers and Valuers Association of Australia. A close up photograph will help but is not essential.

Electrical items such televisions, stereos, cameras, mobile phones, computers, PDAs and organisers

Amount claimed for each item or set	Minimum proofs for assessment
up to $250	If purchased over 12 months ago Details of when and where purchased and the price paid for it. If purchased new in the past 12 months One of the following: proof of purchase that identifies the item original operating manual
over $250	If purchased over 5 years ago We will decide what is reasonable proof of ownership depending on what is claimed, its age and value. If purchased new in the past 5 years One of the following proof of purchase that identifies the item original operating manual manufacturer's box.

Collections or memorabilia

Amount claimed for each item or set	Minimum proofs for assessment
up to $2,000	If purchased over 12 months ago Details of when and where purchased and the price paid. If purchased new in the past 12 months Proof of purchase that identifies the item.
over $2,000	One of the following: photos or photocopies plus evidence of what it is worth proof of purchase that identifies the item a valuation by the Auctioneers and Valuers Association of Australia.

Carpets or rugs that are handwoven

Amount claimed for each item or set	Minimum proofs for assessment
up to $2,000	If purchased over 12 months ago Details of when and where purchased and the price paid. If purchased new in the past 12 months Proof of purchase that identifies the item.
over $2,000	One of the following: proof of purchase that identifies the item a valuation by the Auctioneers and Valuers Association of Australia.

What is the advantage of getting a professionally prepared valuation?

To help avoid financial loss, it is important to ensure you are adequately insured. It is also paramount to be able to establish proof of ownership. Often, people are unable to recall all the items lost before settlement of a claim.

A professionally prepared valuation report as the basis for home and content insurance provides comfort that adequate compensation will be available to replace or professionally restore items or damage to the home.

What are costs for content valuations?

The cost of valuations is dependant upon many factors including travel, the degree of research required and the size of the property. Most valuers charge on an hourly basis rather than a percentage of value. As a 'rule of thumb' the fee will normally be the time the valuer spends out of the office, plus an equal amount of time to conduct the research and prepare the report.

Whilst the valuation report can be used for such purposes as estate planning and family division, its principal use is to assist in the event of an insurance claim. Those who have suffered a loss and need to establish proof of existence will attest to the value of the information.

What resources are available to find a qualified valuer?

click here.

We have a range of useful links that can direct you to professional valuers to help you decide on the level of cover you need for your home and contents. For more information

How are claims paid?

When settling claims, we will decide to either:

• Replace or repair damaged items with new items or new materials available from Australian suppliers, or
• Pay you what it would cost us to repair or replace your Home and or Contents new for old.

However we will not:

• Pay extra to repair or replace an item to a better standard, specification or quality than it was before the loss or damage occurred
• Fix a fault that existed before the loss or damage occurred.
• Pay to replace undamaged parts of your Home and or Contents to create a uniform appearance.

What are excesses?

If you make a claim, the excess is the amount you have to pay for each incident. The amount and type of excesses that apply to your policy are shown on your Certificate of Insurance. We will deduct the excess from the amount of cover on your policy and then pay you, or we will ask you to pay the excess to a supplier, repairer or us.

Depending on the circumstances of your claim, you may be required to pay more than one excess.

We provide a range of excess options, so the more you increase your excess, the lower your premium will be.

Do I get a no claim bonus on my home policy?

Suncorp does not offer a "no claim bonus" on its Home policies, but this means that we don't penalise you by removing or reducing a "no claim bonus" if you do have a claim.

This gives you the added peace of mind that if an unfortunate event does happen which leads to an insurance claim, you will not be penalised.

Should I keep an inventory of my contents?

It's wise to maintain a detailed list of electrical and electronic equipment, which should include makes, models, serial numbers, etc. This will come in handy if you ever need to make a claim.

You should also keep a list of other valuable items that are likely targets for burglars, for instance jewellery, CDs, art works, collections, memorabilia and hand woven rugs.

This list should include full descriptions, valuation certificates and receipts. Photographs will also help us with replacement, and help the police following a burglary.

Suncorp's free Virtual Safe is an ideal tool for keeping track of all of your home and contents items. For more information on the Virtual Safe click here.

What is the Virtual Safe?

Suncorp's 'Virtual Safe' is a free software tool designed to give you a centralised, secure place to store all of your valuable documents and information.

It's an easy-to-use, password protected Virtual Safe located on your own computer. You can also create and store a back-up copy of your Virtual Safe on CD-ROM or DVD.

We've developed the 'Virtual Safe' to help you store all of your home and its contents information. This could include lists of items, photos, images of receipts, warranties, as well as details of important documents like valuations and certificates.

Start using your 'Virtual Safe' today by downloading the software and installing it on your personal computer.

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

Safety and Security Information

How can I avoid burglary/theft?

Having security on your home can act as a precautionary measure to protect you against burglary and theft. Measures that may help maintain a minimum level of security include: Key-operated two-cylinder deadlocks fitted to all external hinged doors

• Key-operated locks or patio bolts fitted to all external sliding doors
• Key-operated single cylinder window locks fitted to all accessible windows
• Security grills or security screens fitted to all accessible windows
• Local or back to base burglar alarm system installed in the home

Find out more about home security with our full list of home security tips.

What steps can I take towards fire prevention?

Serious house fires can cause extensive property damage and loss of life. Although the number of deaths from house fires is relatively small, all accidental deaths are generally regarded as preventable. Our fire safety tips can help protect you, your family and your home

What should I do during bushfires?

Bushfires are frequent in Australia with several hundred of various sizes per year. A report published by Emergency Management Australia in 2004 indicated that there were 20 bushfires between 2000 and 2003 in which 2,958 houses were damaged and 830 homes destroyed.

If bushfire threatens your home, our bushfire safety tips can help you be prepared.

What should I do during a natural disaster?

Our home safety tips section has detailed information on what you can do in the event of a flood, earthquake or cyclone.

What do I do in cases of Water Damage?

From broken pipes to leaking appliances, water damage is one of the most common causes of damage to a home. However, in many cases water damage can be avoided with routine maintenance. Here are some precautionary measures as recommended by Emergency Management Australia.

Kitchen, bathroom, and laundry rooms

• Periodically, check under the sink for signs of leaks from water supply lines or drain pipes.
• If your refrigerator has an icemaker, check the hose connection to make sure it is securely attached to the water supply line.
• Inspect washing machine hoses regularly for wetness around hose ends and signs of bulging, cracking, or fraying.
• Don't flush foreign objects down the toilet.
• Consider having a professional plumber to inspect and repair pipes.
• At the start of the cooling season, have the A/C system serviced by a qualified contractor. Periodically change the air filters on a regular basis.

Outside your home

• Keep roof, valleys, gutters, and downspouts free from buildup of leaves, twigs, and other litter preventing proper drainage. Leaves, debris, and dirt near roof edges or outside the gutters may impair drainage and lead to deterioration.
• To limit wear and tear, avoid walking on a roof to. Only necessary repairs or inspections should warrant walking on the roof.
• Keep trees trimmed to prevent them from rubbing against the roof or from providing excessive shade.
• Clean debris from your gutters and inspect them regularly.
• Consider purchasing gutter shields if your gutters frequently fill with debris.

In case of water damage here are some things you can do to help protect your home:

• If possible stop the source of the leak.
• Remove as much water as possible by mopping and sponging.
• Move paintings, art objects and other valuable items to a safe dry place. Use fans or air conditioning to circulate air.
• If a room is covered in water, don't enter if the electricity supply is still on.
• Don't use a vacuum cleaner to extract water from carpet. Remove rugs for drying and cleaning.
• Make sure you take all the necessary steps to speed up the drying process (open cupboard doors and drawers, lift curtains and drapes off wet carpet etc.).

General Questions

What do I do if I have a complaint or dispute?

If you have a complaint concerning this product or our services, please tell the people who provided your initial service. Or you can:

• phone us on 1800 689 762 (FREE CALL)
• fax us on 1300 767 337
• write to us at Reply Paid 1453 Customer Relations Unit RE058, GPO Box 1453, BRISBANE QLD 4001 or
• email us on customerrelations@suncorp.com.au

We will try to settle your complaint within 1 working day. If we can't, we will tell you within 3 working days that we have received your complaint and try to settle it within 21 days.

For more information on our complaints handling process, please contact us.

If you are dissatisfied with our decision or the way we handled your complaint, please let us know.

Otherwise, you can contact the Financial Ombudsman Service. You need to do this within 3 months of receiving our final decision.

The Financial Ombudsman Service provides a free service and is a totally independent and impartial body. They will tell you if they can help you, as their services are not available to all customers. If you want more information on the Financial Ombudsman Service, please ask us for a brochure. You can contact the Financial Ombudsman Service by:

Phone:	1300 780 808 (for the cost of a local call)
Post:	GPO Box 3 Melbourne, Vic
Website:	www.fos.org.au
Email:	info@fos.org.au

Where can I find a glossary of Home Insurance terms?

A glossary of key Home Insurance terms is available in the Product Disclosure Statements.