How do I pay my excess?

You can easily pay your excess online or in the Suncorp Insurance App . If any excess(es) applies to your claim, we’ll do one of the following: deduct the amount of the excess(es) from any cash payment we make require you to pay the amount of the excess(es) to us. We’ll let you know when and how to pay. If paying directly to us, the easiest way to pay your excess online or in the Suncorp Insurance App . If you’re unable to pay online, please let us know. We can provide you with alternative payment options such as BPAY or using a debit or credit card over the phone.

Home, Contents & Landlord Insurance Claims

Make a claim online or in the Suncorp App – anywhere, anytime – and our dedicated claims specialists will look after the rest.

Lodge a claim online

Track a claim

Make or track a claim for your Home, Contents & Landlord Insurance

For emergency support, call 000 if you need support from a flood or fallen tree, please call the SES on 132 500. If you need immediate assistance to secure your property, please call us anytime on 13 25 24.

Before you get started

Most claims take only 10–15 minutes to lodge, please have ready:

Your Suncorp policy number

Get help finding your policy number here

Please Note: If the loss is caused by theft, you need to notify the police and obtain a report.

It’s handy to have:

Details about the incident and what happened to your home
Details about any contents items that were damaged

Don't worry if you don’t have everything ready - you can lodge now and add details later

Claim online 24/7

Unsure what you’re covered for? The easiest way to check is to start your claim. We'll review your policy, confirm the cover, and excess that apply. Or you can check out our handy guide here.

What happens after you’ve lodged a claim

We’ll provide you with a claim number and claim confirmation via email
We’ll contact you to arrange a time to assess the damage and let you know what you’re covered for, including any excesses that may apply. If we booked a call and that time doesn’t suit, you can easily reschedule online
Every claim is different, but we’ll be in touch via phone or email to let you know what happens next

We will tell you about the progress of your claim at least every 20 Business Days, and we will respond to your routine enquiries about your claim progress within 10 Business Days – in accordance with the General Insurance Code of Practice.

Urgent support when needed

Within 24 hours, one of our suppliers will contact you to arrange urgent temporary repairs (“make safe”) to protect your home and prevent further damage.

For urgent repairs, our vendors may send out multiple trades — for example, a builder, plumber, electrician or arborist.
During severe weather, repairs may be delayed until it’s safe to attend, such as ongoing rain, strong winds, or flooding. A high number of claims may also cause some delays.

Learn more about emergency support

Track your claim

You can track the progress of your claim online, or you can speak to someone in our claim centre anytime. If we need
to confirm anything, we'll call you on the number you’ve provided us during your claim.

You can manage your claim online at any time using the claim number we’ve provided you.

Track your claim online

Track via Suncorp App

Need extra support?

We recognise that everyone’s situation and needs are different. Depending on your personal circumstances you can continue to lodge your claim online or phone us on 13 25 24. You can also advise us of any vulnerabilities later in your lodgement.

Extra support for customers in need

Frequently asked questions

If your building is insured with us, we can arrange for one of our suppliers to attend the property and temporarily make it safe to prevent any further loss/damage.

It’s important that you don’t carry out any repairs without our consent unless you can’t contact us and you need to make emergency repairs to protect the home or contents or it’s necessary for health and safety reasons. If you must do emergency repairs to make the property safe before our supplier/assessor has attended, ensure that you take clear photos/videos of all damage including the source of damage (for instance, a hose or pipe that has burst) and provide these to our supplier /assessor. Do not dispose of any items, unless they pose a health risk, prior to our builder/assessor attending. If any items must be disposed of, ensure multiple clear photos are taken of the items prior to disposal. Ensure you obtain an itemised invoice for any work done and send it to us, so we can assess this as part of your claim.

If you find more damage or discover something else has been stolen, please make a note, take photos and let us know the next time we’re in touch. There’s no need to immediately reach out – we’ll work with you to include all details in your claim.

If a different part of your home is damaged by another insured event, please make a new claim online or in the Suncorp Insurance App.

You can easily pay your excess online or in the Suncorp Insurance App.

If any excess(es) applies to your claim, we’ll do one of the following:

deduct the amount of the excess(es) from any cash payment we make
require you to pay the amount of the excess(es) to us. We’ll let you know when and how to pay.

If paying directly to us, the easiest way to pay your excess online or in the Suncorp Insurance App.

If you’re unable to pay online, please let us know. We can provide you with alternative payment options such as BPAY or using a debit or credit card over the phone.

Upload documents to your claim in your My Suncorp Account or in the Suncorp Insurance App, or email them to myclaim@suncorp.com.au with your claim number in the subject line.

Looking for something else?

Pay an excess Get policy documents Review level of cover