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Supporting our customers through COVID-19
Suncorp has been supporting Australians for over 100 years – and this year, that support is needed more than ever. If you’re experiencing financial hardship, we may be able to help.*
That’s the Suncorp Spirit.
* For a limited time, we have special relief options for Victorians suffering financial hardship due to COVID-19. Eligible products are Suncorp Home, Contents, Car, Boat, Caravan and Motorcycle policies with a start date on or before 3 August 2020 and renewals of those policies.
Important Updates
We’re here to help
The safety and wellbeing of our customers and their families is our top priority. We’ll provide our customers with the access and support they need for as long as they need it.
Product updates
We want to continue offering our customers the support they deserve. To help with this, we’ve made some updates to our products.
We know that thousands of Aussies, including many Suncorp Insurance customers, will run into financial hardship over the next few months. If you’re among them, we may be able to help.*
* For a limited time, we have special relief options for Victorians suffering financial hardship due to COVID-19. Eligible products are Suncorp Home, Contents, Car, Boat, Caravan and Motorcycle policies with a start date on or before 3 August 2020 and renewals of those policies.
In response to the COVID-19 pandemic, the Australian Government advises against overseas travel. Suncorp is temporarily suspending the sale and renewal of all travel insurance policies.
Coverage for COVID-19 treatment has been expanded, and several member support options made available.
What to do
If you’re travelling overseas
We recommend checking in with the Department of Foreign Affairs and Trade (DFAT) Smartraveller website. You might also want to have a chat with your travel provider about your options.
If you’re experiencing symptoms or feeling unwell
If you’re experiencing respiratory difficulties or fever-like symptoms, please seek medical advice immediately. If you’re an Suncorp Travel Insurance customer who’s currently overseas and feeling under the weather, please call +61 7 3330 0680.
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.
Health Insurance
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.
Travel Insurance
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 31st 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.
What happens if I need to reschedule my trip?
If you need to reschedule your trip, we recommend speaking to your travel agent or travel provider, like the airline you’re flying with. You may even be able to reschedule or cancel, free of penalty fees. If you’re no longer travelling and don’t need to make a claim, you can contact us to discuss your options and how we can help.
If you purchased a Travel Insurance policy with us before 31 January 2020 (6pm AEST), you may be able to claim non-refundable cancellation expenses, like flights, tours and accommodations. This depends on the circumstances, so it’s best to get in touch with us to discuss your specific situation.
Policies purchased after this date may not cover COVID-19 related claims like these, and your cover may be reduced. This is because by 31 January 2020 WHO declared the COVID-19 outbreak an international public health emergency. The risks posed by the COVID-19 outbreak were not unforeseen circumstances.
We do not provide cover for loss arising from any government intervention, prohibition, or regulation.
If I’m quarantined overseas and miss my flight, but I don’t have COVID-19, am I covered?
If you’ve been quarantined overseas and missed your flight as a result, please get in touch with your travel agent or travel provider to discuss your options. Some travel providers, like airlines, may even waive rescheduling fees and penalties. If you require urgent help or you’re stuck overseas, please contact the Department of Foreign Affairs and Trade (DFAT) immediately.
If you purchased a Suncorp Insurance Travel Insurance policy before 31 January 2020 (6pm AEST), commenced your trip before DFAT’s level 4 ‘do not travel’ advice on 18 March 2020 and you’ve been quarantined overseas, you may be covered for reasonable additional transport and accommodation expenses. In order to be covered, you must have taken all reasonable steps to meet any quarantine regulations. For more information, refer to ‘Section 3 – Additional transport and accommodation expenses’ in the PDS.
If you:
- purchased a policy after 31 January 2020 (6pm AEST); or
- travelled after DFAT’s level 4 advice on 18 March 2020,
your cover may be reduced and certain claims may not be covered. This is because the COVID-19 outbreak had been declared an international public health emergency and we consider this and DFAT’s level 4 advice as known events. The risks posed were not unforeseen circumstances.
Is there cover for when I return from overseas and have to self-isolate?
Your cover ends when you arrive home in Australia. Therefore, it doesn’t extend to self-isolation.
Am I covered if I’m overseas and I didn’t miss my flight, but I can’t get a flight home?
If you can’t get a flight home because of the COVID-19 outbreak, please contact the Department of Foreign Affairs and Trade (DFAT) or the local Australian embassy immediately.
If you’ve purchased a policy before 31 January 2020 (6pm AEST) and commenced your trip before DFAT’s level 4 ‘do not travel’ advice on 18 March 2020, you may be able to claim non-refundable expenses, like cancelled flights. However, you may not be able to claim additional expenses, like accommodation or the cost of a new flight home. For more information on what is and isn’t covered, it’s best to read the PDS.
If you’ve taken out a policy or travelled after these dates, your cover may be reduced and certain claims may not be covered.
We do not provide cover for loss arising from any government intervention, prohibition, or regulation.
How do I make a travel insurance claim?
To make a claim, please head to our claims page and follow the prompts.
Life and Income Protection Insurance
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.
Home and Contents Insurance
Suncorp Home and Contents Insurance includes cover for home office items at your address, like monitors, desks and chairs. Limits depend on your level of cover, so please refer to ‘Contents with fixed limits’ section of the Product Disclosure Statement to see how much you could be covered for.
If you would like to discuss the coverage of your home office equipment further, please call 13 11 55 or click the chat icon to speak to someone online.
If you’ve taken a work laptop home from your employer’s office, you’re considered to be responsible for it while it’s away from their office. Your work laptop may then be covered by your Home and Contents Insurance.
However, this only extends to cover at home, so if you’re planning on using your laptop elsewhere and would like cover for it, please contact 13 11 55.
If you’re working from home during COVID-19, you won’t need to update your cover or let your insurer know. Suncorp Classic Home and Contents Insurance includes automatic cover of up to $10,000 for home office items like a desktop monitor and desk. Higher limits apply for higher levels of cover. However, if you’ve added valuable items like computer equipment to your home to complete your home office setup, you may want to review your contents sum insured to ensure that it reflects the value of your home’s contents.
Landlord Insurance
If you’re a current Suncorp Landlord Insurance customer you may be covered for loss of rent if the tenant defaults. You must have taken all reasonable steps legally available to you to remedy non-payment and/or evict the tenant (if possible).
Limits and exclusions apply, so please refer to the Product Disclosure Statement.
All applicable excesses will still apply to any claim for loss of rent.
Financial Hardship
Suncorp Insurance is here to support our customers at this difficult time. Please give us a call on 13 11 55 to discuss how we might be able to help.
Car Insurance
If you’re using your car less because you’re self-isolating, you can make changes to your policy that may reduce your premium. This includes increasing your standard excess or changing the average kilometres driven on your policy.
If you’d like to update your policy, you can do so easily via your My Suncorp Account. This step-by-step-guide explains how to do so. Otherwise, please call 13 11 55 to get in touch.
If you’re driving substantially less than what you stated on your policy, maybe because you’re working from home, this may potentially reduce your premium. Please get in touch with us to discuss your options or click the chat icon to speak to someone online. It’s important to remember to update your policy once you start driving more again.
Payments & Renewals
We’re unable to pause insurance policies for any duration of time. If you’re experiencing financial hardship, we may be able to help. Please contact us on 13 11 55 to discuss your options.
If you’re a Suncorp Health Insurance customer and experiencing financial hardship due to COVID-19, you may be able to suspend your policy. Please refer to the Policy Booklet for terms, conditions and eligibility.
We understand that this may be a difficult time for some of our customers. Please call 13 11 55 to discuss your specific situation with us.
The claims process won’t change during COVID-19, however if you need to make a home or comprehensive motor insurance claim, we recommend doing this online.
For all other policy types, please call 13 11 55 to make a claim over the phone, or visit a Suncorp Store. You can also email us your claim by selecting your policy type from the Contact Us page, and scrolling to the form at the bottom of the page.
Roadside Assistance
How can I avoid my car battery from going flat if I’m driving less?
There are simple things you can do from home to keep your car battery from going flat. These include:
- Making sure all accessories (like your GPS) are disconnected from the USB and other charge points before locking your car.
- Driving for at least 30 minutes each week. If that’s not possible, start your car at least once a week and let it run for 15 minutes. Do this in a well-ventilated area.
- If possible, place a ‘trickle charger’ on your battery. This will help to replenish your battery at the same rate that the electricity is being discharged.
How do I maintain social distancing if I need a callout?
Will roadside assistance still be available during COVID-19?
Roadside assistance callouts are still available during COVID-19. Social distancing and other health and safety measures will be practised while on site.
General Information
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:
