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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.

If you do have a complaint, follow the process outlined below so we can resolve things as quickly and fairly as possible.

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:

By phone:

13 11 55

In person:

Visit a branch

By email:

In writing:

Suncorp Insurance, PO Box 1453, Brisbane QLD 4001

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:

By phone:

1300 264 053

By fax:

1300 316 047

By email:

In writing:

Customer Relations Suncorp Insurance, 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.

If your complaint isn’t resolved within 45 days, you can refer it to the Financial Ombudsman Service (FOS) Australia, as per step 3, even if we’re still considering it.

Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint.
However, if you remain dissatisfied you can refer your complaint to the Financial Ombudsman Service (FOS) Australia – a free, independent external dispute resolution scheme.

An FOS determination is binding on us, provided you accept the determination. If you don’t, you have the option of seeking remedies elsewhere.

FOS is available to customers who fall within their terms of reference and they’ll advise if they can help you.

You can contact FOS Australia: 

By phone:

1800 367 287

By Fax:

(03) 9613 6399

By email:

In writing:

Financial Ombudsman Service Limited, GPO Box 3, Melbourne VIC 3001


Suncorp is a signatory to the General Insurance Code of Practice