Home and Contents Insurance FAQs

Policy Information and Product Features

Buying and Renewing Your Insurance Policy

Claims Information

Safety and Security Information

General Information

Policy Information / Product Features

Is loss or damage caused by a defect at the home covered under my policy?

Yes, but only if the defect was hidden and you were not aware of it. You cannot claim for the cost of fixing the defect, but you can claim for the loss or damage resulting from it.

However, if you know, or should reasonably have known about a structural or design fault at your home, we will not cover loss or damage that this defect causes.

Are rented TVs, VCRs etc covered by my contents policy?

Subject to the conditions and exclusions of your policy,  if they are rented under a signed rental agreement which makes you legally responsible for these items they will be covered.

Are my carpets covered by my Home or my Contents Insurance?

Carpets are covered as part of your contents.

Is my home covered while I am away on holidays?

Yes, your home is covered if unoccupied, however if it is unoccupied for more than 60 consecutive days an additional excess will apply to any claim made during the period of unoccupancy.

Are my contents covered if I take them with me on holidays in Australia?

If you have contents cover and you temporarily remove the contents from the insured address to:

  • Another residence in Australia in which you are temporarily residing;
  • A bank deposit box;

They are covered for loss or damage caused by an insured event at the new location.

The longest period that we will cover contents temporarily removed is 180 days unless they are stored in a bank deposit box.

The amount we will cover depends on the level of cover you have chosen. For example, with Classic, the most we will pay for any one insured incident is 25% of the general contents sum insured. Refer to the PDS for details.

What is NOT covered by my policy?

Your policy which includes the relevant PDS and your latest certificate of insurance contains detailed information regarding what is not covered under your policy. Access your PDS (and any SPDS) documents here.

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 Level of Cover
And Landlord		 Classic Extras level of cover Classic Advantages level of cover
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 $1,000 in total up to $2,000 in total
Fencing* Up to 2 Kilometres Up to 2 Kilometres Up to 2 Kilometres
Bitumen surfaced driveway or roadway Up to 500 metres Up to 500 metres Up to 500 metres

*In addition to the distance limit shown, we will not pay more than the home or property sum insured shown on your certificate of insurance.

What does new for old replacement mean?

If your home is damaged beyond repair or your belongings are damaged beyond repair or stolen and we decide to rebuild your home or replace your contents, we will rebuild or replace on a new for old basis, regardless of 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?

Yes, subject to the below limits, we cover loss or damage to contents owned by invited visitors caused by an insured event at the insured address during the period of insurance. Refer to the PDS for more details.

Level of cover Limit for any one incident
Classic Up to $500 on the uninsured belongings of your visitors
Classic Extras Up to $1,000 on the uninsured belongings of your visitors
Classic Advantages Up to $2,000 on the uninsured belongings of your visitors

This additional cover is not available on Landlord Insurance policies.

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

  Classic Classic Extras Classic Advantages
Tools of trade Up to $1,000 Up to $2,000 Up to $5,000
Home office equipment Up to $10,000 Up to $15,000 Up to $20,000

This cover is not available on Landlord Insurance policies.

How can I save money on my premium?

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

  • Multiple policy discount - you may be eligible for a Multi Policy Discount if you have other eligible personal insurance products with us.
  • Flexible excesses – we have a range of different standard excesses for you to choose from to help make your premiums more affordable. The higher the standard excess you choose, the lower your premiums will be.
  • 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 Home legal liability component of your policy would respond  if you were found legally liable for the injury sustained and damages were sought from you.*

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 at your local golf club and your ball was to strike another player causing injury, the Contents legal liability component of your policy would respond  if you were found legally liable for the injury sustained and damages were sought from you*.

Your policy provides you with up to $20 million legal liability cover. * This example assumes your claim was not otherwise excluded by your policy.

Buying and Renewing Your Insurance Policy

How do I determine the right level of cover?

The aim of 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 contents 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.

Which items on my home and contents policy have special limits such that if I want more cover I need to list them on my policy?

  Classic Classic Extras Classic Advantages
Jewellery and watches $1,000 per item or set up to a total of $4,000 $2,500 per item or set up to a total of $10,000 $10,000 per item or set up to a total of $4,000
Carpet or rugs that are handwoven $2,000 per carpet or rug $5,000 per carpet or rug Unlimited
Paintings, pictures, works of art, antiques, sculptures, ornaments and art objects $10,000 for each item or set up to a total of $50,000 $20,000 for each item or set up to a total of $80,000 $200,000 in total
Collections, sets and memorabilia, including stamps, stamp collections, collectors pins, medals and currency no longer in circulation. $2,000 in total for all collections, sets and memorabilia $5,000 in total for all collections, sets and memorabilia $50,000 in total for all collections, sets and memorabilia

What are my options for insuring my jewellery*?

You have two options for insuring your jewellery under your Suncorp contents policy:

1. At the Home

To cover each item or piece of jewellery over the limit for the level of cover you have chosen at the home (refer to the Contents with flexible limits table in your PDS), you will need to ask us to list the item so that it is covered for its full replacement value under the Contents policy. An additional premium will apply.

By doing this, your jewellery will be covered at the home for insured events such as theft, fire and storm. We may ask for a jewellery valuation before we will list jewellery on your policy.

2. Portable Cover - Anywhere in Australia and New Zealand

The other way is to cover jewellery inside and away from home by adding Personal Valuables –unspecified or personal valuables -specified to your Contents policy.

While this costs more than simply listing jewellery for cover at the home only, 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 whilst being worn or in a secure hotel room.

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 and choose your product 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 (your premium will be higher if you choose to pay by the month)
  • 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?

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 various factors. Refer to the PED guide for more details on how your premium is determined.

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 affected by a range of factors, please refer to the PED for full details.

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.

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 so that you are able to produce them if you ever need to make a claim.

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.

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.

What is the advantage of getting a professionally prepared valuation?

To help minimise the risk of 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.

How are claims paid?

When settling claims, we will decide to either:

  • Replace or rebuild (or pay you what it could cost us to replace or rebuild) on a new for old basis; or
  • Repair (or pay you what it would cost us to repair) either on a new for old basis or to a similar condition to what the home or contents were in before the loss or damage occurred.

However we will not:

  • Pay more than any relevant sum insured limit;
  • Pay extra to repair or replace an item to a better standard, specification or quality than it was before the loss or damage occurred except as specifically stated in the meaning of ‘new for old’;
  • Fix a fault that existed before the loss or damage occurred.

Refer to the PDS for more details.

What are 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.

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.

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 and if you claim. 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. 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 about our products or services (even if through one of our service provides) or our complaints handling process, please let us know so that we can help.

  You can contact us:
By phone 13 11 55
In writing Suncorp insurance
PO Box 1453
Brisbane QLD 4001
 
In person By visiting on of our local branches
By email: Customer.relations@suncorp.com.au

Please include the full details of your complaint and explain what you would like us to do.

When we receive your complaint, we will consider all the facts and attempt to resolve your complaint by the end of the next business day.

If we are not able to resolve the matter to your satisfaction, it will be referred to the relevant team leader or manager, who will review your complaint and contact you within 5 business days of us receiving your complaint.

If you remain dissatisfied the matter will be referred to our Internal Dispute Resolution (IDR) team. Our IDR team will review your complaint, and provide you with their final decision within 15 business days of your complaint being referred to them.

The contact details for our IDR team are: By phone: 1300 264 053; By fax: 1300 316 047; In writing: Internal Dispute Resolution, Suncorp Metway Insurance Limited, PO Box 14180, Melbourne City Mail Centre, VIC, 8001; By email: idr@suncorp.com.au.

If we require additional information for our assessment or investigation of your complaint, we will agree with you a reasonable alternative timeframe to resolve your complaint.

If we are unable to resolve your complaint within 45 days, you may take your complaint to the Financial Ombudsman Service (the FOS), even if we are still considering it. The contact details for the FOS are set out below.

What if you are not satisfied with our final IDR decision?

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the FOS. The FOS is an independent external dispute scheme and their service is free to you. Any decision the FOS makes is binding on us, provided you also accept the decision. You do not have to accept their decision and you have the option of seeking remedies elsewhere.

The FOS is available to customers who fall within their terms of reference. The FOS will advise if they can help you.

You can contact FOS:
By phone: 1300 780 808
By fax (03) 9613 6399
By email info@fos.org.au
In writing Financial Ombudsman Service
GPO Box 3Melbourne VIC 3001
By visiting www.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 under Words with special meanings.

Insurance is issued by Suncorp Metway Insurance Limited ABN 83 075 695 966. Please read the relevant Product Disclosure Statement before making any decision regarding this product. Click here for a copy. The features and benefits described on this page and in our Home & Contents and Landlord Insurance Product Disclosure Statements apply to new customers from 26th November, 2012 and existing customers on renewal from 4th January, 2013.