Question 1

How do I update my credit card details?

Accepted Answer

Updating your credit card details can be done online through Suncorp Internet Banking.

Login to Suncorp Internet Banking from your computer. Choose ‘Settings and Security’ and click on the second tab to update your personal details. Make sure you save your updates and check that your information is correct.

Question 2

How do I pay my excess or renew my policy?

Accepted Answer

To pay an excess or to renew your policy, all you need to do is log into your My Suncorp app on your mobile or visit https://www.suncorp.com.au/my-suncorp.html and follow the prompts.

My Suncorp is the central hub for your Suncorp car insurance, including payments and claims on your policy – easily accessible on your mobile or computer.

Open up the mobile app or go to https://www.suncorp.com.au/my-suncorp.html to pay your excess, renew your policy, update your postal address, download insurance documents, track the status of your claim, and more.

View a video explanation of how to pay your policy online.

Question 3

My direct debit payment didn’t go through, what should I do?

Accepted Answer

If you have missed a monthly instalment payment, you easily can make a one off payment via your My Suncorp account to catch up.

To make a one off payment, follow the below steps:

Log into My Suncorp
Select the relevant policy from your policy list
On the policy overview, select “View Policy”
If you’re eligible to make a manual payment, click the “Pay now” button which will appear at the top of the Policy Summary screen. If you’re not able to make a payment the box will not appear.

You will be able check and update your direct debit or card details with us following your successful payment. You can also update your payment details when you log into My Suncorp at any time, accessible via the Policy Summary screen.

It’s important to know if a monthly instalment is overdue by 14 days or more, we can refuse to pay your claim. If a monthly instalment is overdue by a month, we can cancel your policy.

Question 4

I have purchased car insurance from Suncorp and I’m waiting for my policy to be issued. How do I prove I’m insured?

Accepted Answer

Suncorp will issue you with documents when you have purchased your policy. You will receive this via email within a day or 3-5 business days by post depending on the delivery method you have opted for. Alternatively, you can access your policy documents at any time through My Suncorp.

After you log in, click on the policy you want to obtain your documents for listed under ‘Your Insured Policies’. Select ‘Get documents’, and then ‘Certificate of Insurance’ or ‘Certificate or Currency’.

The default email address we’ll send your document to will be the one we have listed under your contact details, but you can change it to another address if you prefer.

Question 5

Why has my car insurance premium gone up this year?

Accepted Answer

Each time you renew your insurance, your premium is likely to change, even if your personal circumstances haven’t. This is because the premium you pay can also be affected by other factors.

Your premium can be affected by a number of factors, including: car parts and labour; and also the cost of claims we have paid to other customers and claims we expect to pay in the future.

Weather events in your area also affect your premium, please refer to your current PDS for up-to-date information.

Question 6

What information do I need to make a claim?

Accepted Answer

To make a claim, you will need your Suncorp policy number, details of the event, and the information of other people or vehicles involved.

To lodge your claim, you’ll need a few important details. If the loss is caused by theft, you should notify the police and obtain a report before contacting Suncorp.

First, have your Suncorp policy number ready. Second, details about when the event occurred and what happened. And third, the information of other people or vehicles involved.

Our friendly staff are here to take care of you throughout the whole process. For your Comprehensive Car Insurance claim, contact Suncorp - Claim Online, 24 hours a day, 7 days a week.

Question 7

What should I do if someone makes a claim against me?

Accepted Answer

If you receive any letters of demand, or are contacted verbally, contact us as soon as possible to update us.

Rest assured that Suncorp will look after any claim made against you.

If you are contacted verbally, advise that you are insured with us and that we will be looking after their claim. Do not admit fault for the damage/accident and do not offer or promise to pay for any costs.

Record as much of the other party’s information as possible, including names, residential addresses, phone numbers and vehicle details.

If you receive any letters of demand from other parties (including their insurer or legal representative) involved in the event, contact our Claims staff as soon as possible on 13 25 24, 24 hours a day, 7 days a week.

Question 8

Do I have to tell you my Input Tax Credit (ITC) entitlement for my claim?

Accepted Answer

Yes, under the GST Act, you must tell us what your entitlement to ITC was for your insurance premium. If you need more information, please contact the ATO on 13 28 66 or www.ato.gov.au.

Question 9

Do you  deduct Input Tax Credit (ITC) entitlement from any direct payments to me?

Accepted Answer

Yes, because Suncorp can reduce the net cost of your claim by applying any Input Tax Credits (ITC) you are or might be eligible for.

Under your policy we are liable to pay you the net cost of your claim. When we calculate a payment to you for your claim, we can reduce it by any Input Tax Credits you are, or would be, entitled to receive, as these input tax credits reduce your net cost.

Question 10

Am I eligible for Suncorp Roadside Assist?

Accepted Answer

If you purchase one of our 3 levels of Comprehensive Car Insurance, Suncorp Roadside Assist is available as optional cover.

By including Roadside Assistance on your Comprehensive Car Insurance policy, you’ll receive 24/7 support (regardless of who is driving) and an unlimited number of service call outs across Australia (terms and conditions apply) - all for a low annual cost, with no extra joining fee.

For more information, refer to the Suncorp Roadside Assistance Terms and Conditions.

Question 11

What accessories and modifications are NOT covered by my Comprehensive Car Insurance policy?

Accepted Answer

Custom paint, Nitro or hydrogen fuel, a petrol turbo or supercharger, or a roll bar, roll cage or racing harness are not covered by your Comprehensive Car Insurance policy.

Accessories and modifications that are fitted to your car up to the amount covered for your car are included in your policy. Custom paint, Nitro or hydrogen fuel, a petrol turbo or supercharger, or a roll bar, roll cage or racing harness are not covered by your Car Insurance policy or by Third Party Fire and Theft.

Please refer to the PDS for more information.

Question 12

Is anyone covered to drive my car? What about learner drivers?

Accepted Answer

Any person that you know will drive your car repeatedly should be listed as a driver on your policy.

The exception to this are learner drivers who do not need to be listed on the policy until they get their licence. They will still be covered while driving the car while on their learners and the relevant parts of the PDS will apply to any claim. An excess of $400 will apply (in addition to any other excess) if the learner is driving at the time of an incident.

It is always better to list any person on your policy who will drive your car, as if you don’t it may result in additional excesses, a reduction or refusal of a claim.

Please note: Learner drivers are not covered to drive a Hire Car obtained under your insurance policy. We also do not cover any driver under the age of 25 while driving a High-Performance vehicle.

Please refer to the PDS for more information.

Question 13

Will my child’s policy be cheaper if I insure the vehicle under my name?

Accepted Answer

Yes, it may be, however if your son or daughter has their own car it should be insured in their own name. This will give your child their own insurance history and at each renewal they can earn claims free driver rewards and other incentives to remain insured with us. It is important to note that to be the policyholder, you must have a financial interest in the car.

Your child can receive a 10% discount on their own comprehensive premium if you have comprehensive car insurance with Suncorp. To find more ways to save on your insurance, visit our website.

Question 14

How do I cancel my policy?

Accepted Answer

If you need to cancel your policy or discuss your insurance options, please call us on 13 11 55, 8am-10pm AEST, 7 days a week. If you do end up cancelling your policy, you may qualify for a refund of the unexpired portion of the premium less our cancellation fee and any non-refundable government charges (if applicable).

Question 15

What is an excess and when does it apply?

Accepted Answer

An excess is the amount you may need to pay when you lodge a claim. There are different excesses that may apply depending on the type of claim. You can find out more information about this in the applicable Product Disclosure Statement (PDS) and Car Insurance Additional Information Guide.

Question 16

Do I get a hire car in the event of a claim?

Accepted Answer

A Hire Car may be available depending on the level of cover you have and the type of claim you make. If the claim is not your fault, or has been stolen, we’ll arrange and pay for the reasonable cost of the Hire Car. If it is your fault, you will only get a Hire Car if you have purchased the optional cover or have the Comprehensive Advantages level.

Please refer to your PDS for more details.

Question 17

Can I choose what type of hire car I get?

Accepted Answer

The Hire Car chosen will depend on the type of claim you make and your level of cover.

If a Hire Car is automatically included in your policy (Hire car after theft and Hire car after a not at fault incident), your Hire Car will be a car that meets your needs.
Or, if a Hire Car is included as Optional cover or under Comprehensive Advantages in your policy, following an incident you’ll get a Hire Car of a similar make and model.

Question 18

If the accident is not my fault can I get a hire car if I don’t have the optional cover?

Accepted Answer

If you have an accident and are not the at fault driver, under your policy you’ll be eligible for a Hire Car for up to 21 days. This applies to Comprehensive, Fire, Theft & Third Party Property Damage and Third Party Property Damage Cover.

This is dependent upon conditions including that you to provide the name, address and registration details of the person at fault, for us to be able to determine that you were not the at fault driver, and that your car can’t be safely driven. For a full list of Hire Car conditions, refer to your PDS.

Question 19

Does Suncorp offer cover notes?

Accepted Answer

Suncorp does not offer cover notes on our Car Insurance policies, but your new policy may be subject to a 21-day cooling off period.

A cover note is a temporary form of insurance, designed to provide short-term cover between when signing up for a policy and paying the first premium payment. A cooling off period, on the other hand, allows someone to purchase an insurance policy, then have a set amount of days to ‘cool off’ and exercise the option to cancel their policy and get a full refund on any money paid (granted no claims have been made within that time).

Suncorp Car Insurance policies come with a 21-day cooling off period.

Question 20

How can I update my Parking Address?

Accepted Answer

You can change the parking address on your car insurance quickly and easily online.

Simply log in to My Suncorp account, select your policy from the list of policies available then select the ‘Update policy’ option. Choose ‘Parking address’ under the ‘Update my policy’ heading to update details.

If your policy is due for renewal, the process is a little different. After you log into My Suncorp account, select your policy up for renewal and then choose the ‘Renew Now’ option. Select ‘update and pay’ and you’ll see an option to update your ‘Parking address’ under the ‘Your Policy details’ heading.

View a video explanation of how to update your policy details online.

Question 21

How can I update Listed Drivers?

Accepted Answer

You can add or remove the listed drivers on your policy at any time through your My Suncorp account. Simply log in to your My Suncorp account, select your policy from the list of policies available then choose the ‘Update policy’ option. Select ‘Listed Drivers’ under the ‘Update my policy’ heading to update details.

If your policy is due for renewal, you can still update your details through My Suncorp account. Once logged in, select your policy up for renewal and then choose the ‘Renew Now’ option. Select ‘update and pay’. From there, update ‘Listed Drivers’ under the ‘Listed Drivers’ heading.

View a video explanation of how to update your policy details online.

Question 22

Does Suncorp Car Insurance cover cars used for Uber, Lyft or other ride-sharing services?

Accepted Answer

Yes, we provide cover for cars used for ride-sharing. The definition of ride-sharing is when the owner of the car, or a driver listed on the policy, drives the car to provide trips or journeys for passengers for a fee. The arrangement can be made via a website, app or other means.

Taxis, hire cars or cars used in car sharing schemes are not treated as ride-sharing.

Frequently asked questions about Car Insurance

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