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Suncorp re-opens stores and boosts customer support in Townsville

7 February 2019

Suncorp will re-open its stores in Stockland Aitkenvale and Willows Shopping Town in Townsville from today, and will have additional Customer Support Teams available to assist customers impacted by flooding.

Customer Support Teams will be available today (Thursday 7 February) and located at:

  • The Townsville Stadium, Murray Lyons Cres, Annandale, 9am to 5pm
  • Suncorp Store - Stockland Aitkenvale, Shop 130/131, 310 Ross River Road, Townsville, 2pm to 4.30pm
  • Suncorp Store – Willows Shopping Centre, 79A Thuringowa Drive, Townsville, 2pm to 4.30pm

Customers of Suncorp Insurance, AAMI, Apia, GIO, Shannons, Vero and Bingle can visit the team to lodge their claim and speak face-to-face with our claims representatives.

The teams can also arrange emergency makesafe work, organise temporary accommodation for customers whose homes have been severely damaged and provide cash payments to make emergency purchases.

Ashleigh Paterson, Suncorp spokesperson, wants to reassure customers with Suncorp home insurance policies that it will cover them for damage caused by the recent floods.

“We’ve been asked whether the release of water from the Ross River Dam would put traditional flood status in question. This is not the case, and a ‘flood is a flood’ is the stance Suncorp will take with its home insurance claims.

“Also, you don’t need to wait for an assessor to come to your home to begin cleaning up. If you have damaged goods or contents, please take a photo of them. If your carpet is flood damaged, rip it up and take it outside, but keep a sample. Also, make sure you keep a record of model numbers or serial numbers of items you are throwing away to help us replace them.

“Please continue to take every safety precaution as you’re inspecting any damage. Your safety must be your number-one priority.”

“In addition to visiting a Customer Support Team, you can still lodge your claim online or by phoning our call centre on 13 25 24. You don’t need to be at home or have a copy of your policy to lodge your claim – we will have your details on file. The sooner you contact us, the sooner we can start the recovery process.

Tips for customers:

If you have been able to safely return to your home:

  • Ensure electricity and gas supplies are switched off before re-entering.
  • Do your best to dry out your home or business by keeping it as ventilated as possible.
  • Get wet contents out of the house and make a list of damaged items.

Prepare for your claim:

  • If you have damaged goods or contents, take a photo of them. 
  • Feel free to throw away all spoiled food in your refrigerator – do not wait for an assessor to come to your home. Take a picture.
  • If your carpet is flood damaged, please rip it up and take it outside, but please keep a sample to help us replace it.
  • Keep a record of model numbers or serial numbers of items you are throwing away to help us replace them.

Suncorp bank customers affected by the floods can also access our financial relief package by calling 13 11 55 or can visit

  • An opportunity to defer scheduled loan repayments (including interest only) on a case-by-case basis.
  • Existing loan rearranging (for example, principal and interest to interest only) with the waiver of establishment fees.
  • Waive early withdrawal fees for customers wishing to withdraw from term deposits and/or Farm Management Deposits.
  • Refund of merchant rental fees for a period.
  • Credit card repayment relief where necessary.
  • Increasing emergency credit card limits. 
  • Working capital assistance.
  • No interest rate increases.

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