We're here for our personal loan customers

All existing Suncorp home or personal loan customers who have been impacted by COVID-19 and require assistance may apply for financial support (eligibility criteria applies).   

To apply, please complete the COVID-19 Assistance Online Request Form, or call us on 13 11 55. Please note, we’re currently experiencing long call wait times, so if you are able to, we suggest submitting the form online.

We don’t require any supporting documents with your initial application. If we do need additional information from you, someone from our specialist team will get in touch.

As an essential service, all Suncorp Stores across Australia are remaining open. If you prefer to visit a store to apply for financial assistance, please only do so if you’re feeling well, are not in precautionary self isolation, and have not been exposed to anyone diagnosed with COVID-19. We also ask that you practice recommended social distancing when interacting with Suncorp team members.

If you can, we encourage you to go online and complete a Financial Assistance Request Form or call us on 13 11 55. Please be aware, we are currently currently experiencing longer than usual call wait times.

When you submit your application online, you will be navigated to a confirmation page. If you’ve submitted your application over the phone or in store you will be advised by email once your application has been received. 

Once your application has been assessed, next steps will depend on the outcome:

• Approved: we’ll call you to advise that your application has been approved, as well as send you a letter in the mail to confirm. The approved support will be applied to your loan/s as soon as possible. 
• Additional information required: one of our specialists will contact you on the phone number listed on your application to request further information. 
• Declined: we’ll call you to advise that your application has been declined, as well as send you a letter in the mail to confirm. 

We’re currently experiencing higher than usual volumes which may impact processing times.

If approved, your financial assistance will commence from the date you submitted the application.

If your application for financial assistance is declined, you may still have other options you can access to alleviate some of your monetary stress:

Eligible customers with variable home loans may be able to access their cashback to assist with expenses. Find out more about using your cashback here.

Eligible customers who have made additional repayments on their home or personal loan and are in advance may be able to reduce or suspend their repayments. Find out more about modifying your repayments here.

If you’re unhappy with the outcome of your application and would like to speak to someone about it, please contact our Customer Relations team on 1800 689 762 or send them a message online.

As we’re currently experiencing a high volume of requests, it may take longer than usual to process your application – up to 21 days in some cases. We appreciate that this can be a stressful and anxious time for you, and thank you for your patience and understanding. Rest assured that our team is working hard and dedicated to getting back to you as quickly as possible.

If approved, a payment pause or deferral will not show up as a missed payment in your consumer credit report. You can find out more about how your credit score and credit report may be affected by visiting CreditSmart.

If you’ve been approved to defer your home or personal loan, you’re not required to make any repayments on your home or personal loan for the approved period. At the end of the approved period, any monthly interest that should have been paid as part of your contracted loan repayment during that time will be added (capitalised) on top of your loan balance.

This means that your monthly payments will change when your repayments recommence, to ensure your loan is repaid within your remaining loan term. For example, the amount required may be higher than current repayments and you may incur a higher amount of interest over the life of the loan. Alternatively, your loan term may be extended to keep your repayments at the same amount. To find out if you are eligible for this option please call us 13 11 55

If eligible, you can apply for an initial deferral of three months repayments on your loan, with a further three months extension available after review (and pending approval).

If you require further financial assistance at the end of the approved period for deferring your home or personal loan, you can re-apply. To do so, you’ll need to contact us on 13 11 55.

If you’ve previously made additional repayments on your home or personal loan and are in advance, you may be able to reduce or suspend your repayments. You can do this up to the value of your advance payments. For example, if your monthly repayments are $200, and you’re in advance of $400, you can pause your repayments for up to 2 months.

You can easily check if your home or personal loan repayments are in advance online.

Through Internet Banking:

• Log in to Internet Banking
• Click on your account number
• The ‘Summary’ will display how much you are in advance by (if any)

Through the Suncorp App:

• Launch the Suncorp App
• Go to the ‘Banking’ tab and tap on the relevant loan account
• Select ‘Account Details’
• If your loan is in advance, you’ll see a heading that says ‘Payments in Advance’. Under this, you’ll see the amount you’re in advance by

Through the mobile app:

• Launch the Suncorp Bank mobile app
• Select the relevant Loan Account
• On the ‘Transactions’ screen, select the ‘i’ icon in the top right corner
• Your account details will be displayed, including any amount you’ve paid in advance

If your repayments are in advance, and you pay your loan through recurring payments, you can suspend them online at any time:

Through Internet Banking:

• Log in to Internet Banking
• Click ‘Transfer Money’ on the left side menu
• Scroll down until you see ‘Future Dated Transfers’
• Select ‘Edit’ or ‘Cancel’ next to the transfer you wish to suspend. It’s important to double check everything in the ‘Edit’ option as it defaults back to ‘immediate’ timing

Through the Suncorp App:

• Launch the Suncorp App
• On the ‘Banking’ tab, tap on the ‘Manage’ button in the top right corner
• Select ‘Scheduled Payments’, and then the transfer you wish to suspend
• Tap ‘Edit Payment’ or ‘Delete Payment’. If you do delete the transfer, you can easily set it back up again online

Through the mobile app:

• Launch the Suncorp Bank mobile app
• Tap the menu on the top left corner with 3 horizontal lines
• Select ‘Transfers and payments’, and then ‘Scheduled’ Tap the transfer you wish you suspend
• You can edit the amount, frequency or next payment date on this screen, or tap ‘Cancel’ transfer to cancel it completely. You can easily set it back up again online when you’re ready

If you usually pay your loan through direct debit payments, you’ll need to contact us to suspend or modify your repayments.