How to make a claim
An event that affects a lot of people can increase demand on our claim services, leading to delays. But even if claims are taking a little longer to process, our commitment to you and your wellbeing remains our top priority.
If you need to lodge a claim, just choose the method that’s most convenient for you. If both your home and car are affected, you may need to lodge more than one claim.
Suncorp Insurance App
It’s easy to upload photos and supporting docs, and track your claim as it progresses.
Online
You’ll get a claim number and email confirmation as soon as your claim is lodged.
What to do next
If a storm hits and you’re not sure what to do, these tips may help.
- Make sure you and your loved ones are safe.
This may go without saying, but before you do anything else, ensure you’re all safe and getting any support you need.
- Make sure your property is safe.
You may need to wait for local authorities to confirm that you can return home.
- Check your car for damage.
Only when it’s safe to do so.
- Move your car somewhere safe.
Ensure it isn’t exposed to post-storm damage risk, such as falling tree branches.
- Lodge an insurance claim.
Photos and supporting documents like receipts can help, but you can start the process without them if it’s not safe to gather them.
Be prepared
If your home or car hasn’t yet been hit by a severe storm, you may still want to ensure it’s prepared, especially if you live in a storm-prone area.
Taking a few precautions while things are still calm can help you stay safe and minimise potential damage.
View our Storm Preparation Checklist (PDF, 1.7MB)
How to make a claim
An event that affects a lot of people can increase demand on our claim services, leading to delays. But even if claims are taking a little longer to process, our commitment to you and your wellbeing remains our top priority.
If you need to lodge a claim, just choose the method that’s most convenient for you. If both your home and car are affected, you may need to lodge more than one claim.
Suncorp Insurance App
It’s easy to upload photos and supporting docs, and track your claim as it progresses.
Online
You’ll get a claim number and email confirmation as soon as your claim is lodged.
What to do next
If your home or car has been affected by flooding, remembering the below steps may help you stay safe and minimise damage.
Already lodged a home insurance claim? Find out what happens next.
If your home has been affected by flooding
Step 1
Make sure you and your loved ones are safe.
It may seem obvious, but the obvious things can get missed at stressful times. Make sure you’re getting any support you need, practically, medically and emotionally.
Step 2
Don’t go inside until the water has subsided.
The water should be below the floor level of your property, so you can check for any damage – and uninvited guests, like snakes. Always heed the advice of emergency services, and if you’ve evacuated, don’t return home until the authorities let you know it’s safe to do so.
Step 3
When it’s safe and if possible to do so, take photos and/or videos of your home and the things inside.
These can help you establish the type and extent of damage when lodging your claim.
Step 4
If possible, keep samples of materials and fabrics.
Show these to your assessor as part of your claim — for carpet, around a square metre should be fine - unless of course it poses a risk to do so.
Step 5
Make a list of damaged items.
If possible, include a detailed description, with information such as brand, model and serial number.
If you need to purchase new items immediately – like a fridge or washing machine – you’re able to do so. If you have contents insurance and your policy provides cover for these items we’ll obtain like-for-like quotes based off your original model, and if your claim is accepted we can provide you with a cash settlement in lieu of a replacement item.
Step 6
Store damaged or destroyed items somewhere safe.
If possible and safe to do so. Try not to throw away things that could be salvaged or repaired.
Step 7
Chat to us before authorising any building work.
If you’re not sure what would be considered "building work", feel free to contact us – our claims consultants are available via online chat.
If emergency work is required to make your home safe, you’re able to do so, just be sure to take photos and/or videos and provide invoices or a clear report of what’s been done.
Limits and exclusions apply. No storm or flood cover for Home Insurance policies in the first 72 hours of your policy. Very limited exceptions apply. Actions or movements of the sea and storm surge are not covered (unless the storm surge damage occurs at the same time as damage caused by storm). Other exclusions apply. Read the PDS for more detail.
If your car has been affected by flooding
Step 1
Don’t attempt to retrieve your car until the water has subsided.
Once the water level has dropped, you can check for damage. Always follow any advice from emergency services and the police.
Step 2
Don’t drive your car if flood water has risen above the lower level of the doors.
You don’t want to end up stuck! Your car will need to be towed away and assessed.
Step 3
Clean and dry your car as well as you can.
Doing so will reduce the risk of mould damage.
Step 4
Make a list and take photos of any damaged personal property in the car.
This can include things like phones, clothing and more. If possible, include a detailed description such as value, brand, or make.
Step 5
Lodge an insurance claim.
Photos and supporting documents like receipts can help, but you can start the process without them if they’re inaccessible or water damaged.
Be prepared
Even if your area has been flood-free while you’ve been living there, you might want to make sure you’re prepared – especially if you live somewhere that’s prone to floods.
Taking a few precautions while things are still nice and dry can help you minimise potential damage.
View our Flood Preparation Checklist (PDF, 1.7MB)
How to make a claim
An event that affects a lot of people can increase demand on our claim services, leading to delays. But even if claims are taking a little longer to process, our commitment to you and your wellbeing remains our top priority.
If you need to lodge a claim, just choose the method that’s most convenient for you. If both your home and car are affected, you may need to lodge more than one claim.
Suncorp Insurance App
It’s easy to upload photos and supporting docs, and track your claim as it progresses.
Online
You’ll get a claim number and email confirmation as soon as your claim is lodged.
What to do next
If your home or car has been affected by a cyclone, remembering the below steps may help you stay safe and minimise damage.
- Make sure you and your loved ones are safe.
Check on your family members and neighbours, if safe to do so.
- Stay indoors until advised that your area is safe.
The period following a cyclone can be as dangerous as the cyclone itself.
- Move your car under cover, if you can.
Even if the cyclone has passed, falling branches and other debris may still cause damage.
- Clean your property or car as well as you can.
If water has entered your home or car, dry it as well as you can to reduce the risk of mould damage.
- Boil or purify your water.
The authorities will advise you when the water supplies are safe.
- Lodge an insurance claim.
Photos and supporting documents like receipts can help, but you can start the process without them if they’re inaccessible.
Be prepared
If you’re in an area that’s prone to cyclones, there are a few things you can do to ensure you, your home and your car are as prepared as possible.
View our Cyclone Preparation Checklist (PDF, 1.7MB)
How to make a claim
An event that affects a lot of people can increase demand on our claim services, leading to delays. But even if claims are taking a little longer to process, our commitment to you and your wellbeing remains our top priority.
If you need to lodge a claim, just choose the method that’s most convenient for you. If both your home and car are affected, you may need to lodge more than one claim.
Suncorp Insurance App
It’s easy to upload photos and supporting docs, and track your claim as it progresses.
Online
You’ll get a claim number and email confirmation as soon as your claim is lodged.
What to do next
Has your home or car been affected by hail? If so, there’s a few things to remember.
- Stay safe.
Don’t venture outside until you’re sure the hailstorm has passed.
- Check any broken windows.
Cover them up, if necessary, until repairs can be arranged.
- Check your car for damage.
Get it under cover, if you can, especially if the windows are damaged and rain may enter.
- Lodge an insurance claim.
Using any one of our convenient methods.
Be prepared
If you have access to an undercover parking area – like a carport or garage – park your car there instead of out in the open, especially if hail is forecast.
If you’re worried about the potential impact of hail on your home, brush up on preparation techniques with our checklist.
How to make a claim
An event that affects a lot of people can increase demand on our claim services, leading to delays. But even if claims are taking a little longer to process, our commitment to you and your wellbeing remains our top priority.
If you need to lodge a claim, just choose the method that’s most convenient for you. If both your home and car are affected, you may need to lodge more than one claim.
Suncorp Insurance App
It’s easy to upload photos and supporting docs, and track your claim as it progresses.
Online
You’ll get a claim number and email confirmation as soon as your claim is lodged.
What to do next
If your home or car has been affected by a bushfire, remembering the below steps can help you stay safe and minimise damage.
- Make sure everyone is safe
And that you and your family are getting any support you may need. Check on your friends and neighbours if it’s safe to do so.
- Make sure your property is safe
Before you return, wait for your local fire authority to confirm that it’s safe. Check whether your utilities – gas, electricity, etc – are in safe, working order.
If your house isn’t safe to live in, we may help cover the cost of temporary accommodation*.
- Assess the damage
Photos of damaged areas can help with the claim process. If you can’t get photos, don’t worry, you can still lodge a claim.
Supporting documents such as receipts and valuation reports can also help, but aren’t required. It’s better to get the ball rolling on your claim ASAP and we’ll let you know if we need additional info.
- Lodge your claim
You can do this online, via the Suncorp Insurance App, or over the phone by calling 13 25 24
Be prepared
If you’re in an area that’s at risk of bushfire, there are a few things you can do to ensure you, your home and your car are as prepared as possible.
View our Bushfire Preparation Checklist (PDF, 109KB)
