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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.

We’re here to help

Your safety and wellbeing is our first priority. We’ll provide our customers with the access and support they need during the COVID-19 situation.

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.

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.

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.

Got a Question?

Ask Scout, the Suncorp Virtual Assistant