Supporting our customers through COVID-19

It’s important for our customers to know they’ll be supported. That’s why this page will be regularly updated with important info about how we’re supporting you and your family during this difficult time.

That’s the Suncorp Spirit.

How we’re handling customer queries

Like many organisations, the impact of COVID-19 – as well as that of recent weather events – is disrupting some of our operations. Despite our best efforts, this means things like longer than usual wait times on the phone, or delays in processing insurance claims. We apologise for this and thank you for your patience.

Where possible, we encourage customers to use our online services – available 24/7 – to help avoid delays.

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What to do

If you’re travelling overseas

We recommend paying close attention to the Department of Foreign Affairs and Trade (DFAT) Smartraveller website or speaking to your travel provider about your options.

If you’re experiencing symptoms or feeling unwell

Refer to the Australian government Department of Health updates or your medical provider for advice. If you’re a Suncorp Travel Insurance customer who’s currently overseas and need to contact us, please call +61 7 3305 7057.

If there’s been a delay in our response to you

We apologise for the delays caused by the COVID-19 situation and recent severe weather events. If you’re experiencing long wait times, try getting in touch with us online. You’ll be able to check policy docs, update your info, and more. For many of our policies, but not Travel Insurance, you can also use our online services if you need to make a claim or a payment.

Frequently Asked Questions

We’re closely monitoring the COVID-19 situation and following the advice of government authorities and experts. We’ll be continually updating these FAQs in line with their recommendations.

Does my Travel Insurance cover me for claims caused by or arising from COVID-19?

If you’ve taken out a Suncorp Insurance Travel Insurance policy after the 31^st of January 2020, your cover may be reduced and certain claims may not be covered as the circumstances were not unforeseen. This includes cover for cancellations and overseas medical expenses.

If you’ve taken out cover before this date, your cover may not be reduced. Read our Coronavirus (COVID-19) travel alert and the Travel Insurance PDS for more information on what is and isn’t covered.

Does my Health Insurance cover me for COVID-19?

For more information on the COVID-19 coronavirus and what’s covered by your Health Insurance, please call 13 11 55 to speak to a health insurance specialist.

Does my Life Insurance and Income Protection Insurance cover me for COVID-19?

If you’re an existing Suncorp Insurance customer with Income Protection or Life Protect Insurance, please call 13 11 55 for information on how COVID-19 may affect your cover.

Where do I find the latest advice on COVID-19?

It’s important to keep up to date with Government and expert advice so you know what you can do to look after yourself and your family. Here are some other useful links:

Insurance is issued by AAI Limited ABN 48 005 297 807 trading as Suncorp Insurance. Read the Product Disclosure Statement before buying this insurance.

Life insurance is provided by Asteron Life & Superannuation Limited ABN 87 073 979 530, AFSL 229 880 (Asteron). Asteron is part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (TAL). Suncorp is a distributor of Life Insurance products issued by Asteron. The different entities of TAL and the Suncorp Group are not responsible for, or liable in respect of, products and services provided by the other. Any advice given here is general advice only and has been prepared without taking into account any person’s objectives, financial situation or needs. You should consider the Product Disclosure Statement for Suncorp Life Insurance and Income Protection before making any decisions about whether to acquire this product.