Frequently asked questions about Car Insurance
Many of your general questions can be answered here.
If you have a specific question regarding your own policy, please contact us
Suncorp Car Insurance is designed to provide you with flexibility to tailor your car cover to best suit your current and changing needs. There are five levels of cover you can choose from:
Comprehensive cover includes accidental loss or damage cover, third party property damage cover and a range of additional features at no extra cost.
Comprehensive Extras includes all the cover of Comprehensive as well as having a range of different optional covers that you can choose for an extra premium (such as windscreen and window glass cover and cover for a hire car after an event).
Comprehensive Advantages is our top level of cover and provides all the cover of Comprehensive with your optional covers being automatically included.
Fire, Theft & Third Party Property Damage cover includes fire and theft cover, third party property damage cover and a range of additional features at no extra cost.
Third Party Property Damage cover covers legal liability to other people’s property and a range of additional features at no extra cost.
Please refer to the relevant PDS.
When used in relation to your car, it is the maximum amount we will pay for loss or damage to your car caused by an incident less any deductions that apply, unless we say otherwise in your policy. It includes the value of any accessories or modifications. The amount covered includes GST.
For Comprehensive cover, your amount covered will be shown on your certificate of insurance.
For Fire, Theft & Third Party Property Damage cover, your amount covered will be the market value of your car or the limit shown on your certificate of insurance, whichever is less.
There is no requirement to list accessories or modifications on your policy as cover is provided for all accessories and modifications that are fitted to your car up to the amount covered for your car. There are some accessories and modifications which will make your car unacceptable for us to insure. Please contact us if your car has one of more of the following:
- Custom paint,
- Nitro or hydrogen fuel,
- A petrol turbo or supercharger
- A roll bar, roll cage or racing harness
Suncorp Roadside Assist is available as an optional cover on our 3 levels of comprehensive car insurance. This service helps you get back on the road again when your car breaks down, has a flat tyre or needs a jump start. Most cars can be started by the Roadside Assist mechanic on the roadside, but if not we will tow it to the nearest repairer as soon as practical. By including Roadside Assistance on your comprehensive car insurance policy, you’ll have the peace of mind knowing that 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.
Any person that you know will drive your car either regularly or occasionally 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 as a driver 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.
It is always better to list any person on your policy who will drive your car, but if you don’t we will still cover anyone who drives your car subject to the terms, conditions and excesses as outlined in the PDS.
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.
Yes, any person that you know will be driving your either regularly or occasionally should be listed on the policy.
While car values do depreciate each year, the cost of car parts and labour increases each year. Not all car insurance claims result in a total loss which means in the event of a claim it is more than likely that your car will require repairs, rather than being written off.
Each year you comprehensively insure your car with us without making an excess payable claim, we will reward you with a percentage of the premium you paid as a credit on the next renewal of your comprehensive policy for that car. If Claims Free Driver Rewards applies to your policy it will be shown on your certificate of insurance and any credit you qualify for applies at your next renewal. Conditions apply.*
*With Claims Free Driver Rewards we will take into account your claims history when we calculate your premium. You cannot have Rating 1 for Life and Claims Free Driver Rewards on the same car. Claims Free Driver Rewards is not redeemable or payable as cash. Refer to the PDS for details.
We have decided to remove the previous rating (or no claim discount structure) and introduce Claims Free Driver Rewards. We believe that by removing this out-dated structure Suncorp will be better positioned to offer more competitive premiums and to better reward and recognise good drivers. Please refer to your PDS for further information.
If we have agreed to pay your claim as a result of theft of your car, we will provide a hire car for up to 14 days. This cover stops before the 14 day limit if your car is returned undamaged, we repair your car and return it to you or we settle your claim. If you have Comprehensive Advantages you can claim under ‘Hire car after an event for unlimited days’. Please refer to your PDS for more details.
Additionally, if you purchased the ‘hire car after an event up to 14 days’ optional cover we will provide a hire car for up to 14 days. This cover stops before the 14 day limit if your car is returned undamaged, we repair your car and return it you or we settle your claim.
If you have Comprehensive Advantages you can claim under ‘hire car after an event for unlimited days’. Please refer to your PDS for more details.
Learner drivers are not covered under the Hire Car option.
You cannot choose what type of hire car Suncorp provides. We provide a compact category hire car using our provider. If there are no compact category hire cars available from any provider within a reasonable distance of the location of the incident or place your car was stolen, then we will pay you the lesser of:
- The amount of would have cost us to supply you with a compact category hire car using our provider had one been available or;
- The actual cost you incur in making alternative travel arrangements.
You will need to pick up and drop off the hire car from the hire car provider. If we arrange the hire car for you, depending on the availability of cars, we will always look for a location most convenient for you.
This may be possible depending on the circumstances of your claim. Contact our claims staff to discuss this.
Yes you will need to pay a deposit to the hire car provider when picking up your hire car. The deposit is usually $200 and this is refunded to you when the hire car is returned in the same condition as it was received.
If you are not at fault you may be able to get a hire car through the insurer of the third party driver who is at fault. In this instance you may choose to pay the cost of a hire car yourself and request reimbursement from the at fault party. It is important to note that reimbursement may not be made, so you should contact the at fault parties insurer before making any decisions.
- If you receive any letters of demand from other parties (including their insurer or legal representative) involved in the event, contact Claims on 13 25 24 as soon as possible.
- 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 parties details as possible (names, residential addresses, phone numbers and vehicle details) as possible.
- Contact Claims on 13 25 24 and advise our consultant of what has happened.
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.