How to contact Suncorp with a complaint
Like the trusted partner we are, we’re here for you through the good times and the bad.
Simply get in touch and we’ll respond to any questions or complaints you have regarding our service or products.
Let us know
Contact the department your complaint relates to. If they can’t resolve the issue, they’ll refer you to a manager or delegate who will usually respond within 5 business days.
You can contact us:
Suncorp Insurance, PO Box 1453, Brisbane QLD 4001
If you are non-English speaking, you can use the Translating and Interpreting Service (TIS National) provided by the Australian Government to communicate with us. Find more information about TIS National.
Review by our Internal Customer Relations Team
If you’re not satisfied with the outcome, you can ask for the complaint to be referred to the Internal Customer Relations team or you can contact them directly:
1300 316 047
Suncorp Customers Relations Team, PO Box 14180, Melbourne City Mail Centre, VIC, 8001
IDR aims to contact you with a decision within 15 business days of receiving your complaint. We may contact you for additional information and agree a reasonable alternative timeframe.
Seek review by an external service
We expect our procedures will deal fairly and promptly with your complaint. If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
An AFCA determination is binding on us, provided you accept the determination. If you don’t, you have the option of seeking remedies elsewhere.
AFCA has authority to review certain complaints. Contact them to confirm if the can assist you.
You can contact AFCA:
1800 931 678 (free call)
Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
For Compulsory Third Party (CTP), you can contact the relevant state authority.
Motor Accident Insurance Commission
Ph: 1300 302 568
Fax: +61 7 3220 6689
Post: Level 26, 1 William Street
GPO Box 2203
BRISBANE QLD 4001 Australia
Suncorp is a signatory to the General Insurance Code of Practice