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
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.
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Available 24 hours a day, every day to:
- Lodge a claim, or
- Enquire about an existing claim.
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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.
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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 up to 12 months 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 up to 15% of the home sum insured and 10% of your contents
sum insure for the reasonable and necessary costs 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 Investor Home and Contents Insurance.
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 any excess you may have to pay.
- Let you know if an assessor needs to visit your property and when the assessor will
be in contact with you.
- Once the claim has been approved and finalised, payment is made to the repairers
and suppliers.
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, we provide new for old replacement regardless of age, by:
- Replacing or repairing damaged items with new items or new materials that are available
at the time of replacement or repair from Australian suppliers, or
- Paying you what it would cost us to repair or replace your Home and/or Contents
new for old.
However we will not:
- Fix a fault that existed before the loss or damage occurred.
- Pay extra to repair or replace an item to a better standard, specification or quality
than it was before the loss or damage.
- Undertake maintenance or fix wear and tear.
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. Did you know that we provide a range of excess options, so the more
you increase your excess, the lower your premium may be?
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.
Product Disclosure Statement
Home & Contents Insurance is issued by Suncorp Metway Insurance Ltd. ABN 83 075 695 966. Please read the relevant Product Disclosure Statement and any Supplementary Product Disclosure Statement before making any decisions regarding these products. Contact us for a copy.
These features of our Home & Contents Insurance are available to new customers from 1 July 2008 and to existing Home & Contents Insurance customers upon renewal.
