Frequently asked questions for Suncorp Insurance customers
Buying insurance
Supporting our gender diverse community.
We're committed to ensuring our products and services reflect the diversity of our community. We’re reviewing our systems as they currently only request Male and Female. If you don’t identify as Male or Female and you would like to obtain an online quote and/or policy, please select the gender you are most comfortable with to proceed, and record the quote or policy number. If you would like for us to acknowledge your correct gender and ensure you are included in future system changes, please call us on 13 11 55 with the quote or policy number, or just call us direct for a quote.
Please note we are only able to acknowledge non-binary gender for:
Motor Comprehensive , Third Party Property Damage, Third Party Fire & Theft, Motorcycle, Caravan & Trailer, Motorhome, Boat, Home and Contents, Contents only, Home building only, Landlord & Strata products.
If you haven’t received a receipt for a payment that you have made to us, for example, your premium on your policy or excess payment on your claim, you can ask us for a receipt or other confirmation of a transaction relating to your policy or any claim by calling us on 13 11 55.
Policy information
Your policy number can be found on your certificate of insurance. Can’t find your policy number? Find my policy.
Quickly and easily access your Certificate of Currency via the Suncorp Insurance App. Alternatively, you can request a copy through your My Suncorp account.
Your Certificate of Insurance will be sent to you when you buy a policy, however, if you would like to request another copy, you can do so through your My Suncorp log in.
Each of Suncorp's insurance products utilise a five-stage product lifecycle (Design, Delivery, Review, Enhance/Modify and Decommission). This approach allows us to put you, the customer, at the centre of our product development and distribution.
Claims
Track the progress of your claim online in your My Suncorp account or via the Suncorp Insurance App.
You can track the progress of your claim online in your My Suncorp account or via the Suncorp Insurance App.
We are entitled to investigate your claim, to make sure your claim is genuine and falls within the scope of the policy. You will be asked to prove that you have suffered loss covered by your policy. This includes establishing that the loss occurred in circumstances consistent with the other known and confirmed evidence, and that your version of events is credible. We base this on your responsibilities to provide relevant information to assess your claim under General Insurance Code of Practice.
When investigating a claim, you will typically be asked for:
- financial records including bank statements, credit card statements, loan statements, lines of credit and mortgage documents;
- information relating to the insured property, such as proof of registration and service records in a motor vehicle claim;
- telephone records; and
- criminal history or driving history where you were required to disclose this information when you purchased the policy
Managing your policy
To update your personal details, register for Suncorp online services on our website. Once you’ve logged in, find the applicable policy in the list, click on it and select ‘update details’.
Suncorp Insurance App
The Suncorp Insurance App is for Suncorp insurance customers. It allows you to get your home, car, and life insurance sorted, all in one place.
You can read more about the app and what it’s capable of at suncorp.com.au/insurance-app.
You can download the Suncorp Insurance App on the Apple App Store® or Google Play Store™, or simply search ‘Suncorp Insurance App’ in your app store.
You can get in contact with us by dialling 1300 786 277 or by emailing appsupport@suncorp.com.au. Our app support team is available Monday to Friday, 9-5pm AEST.
You can use both to manage your insurance policies. However, if you’d like to receive mobile app notifications and alerts about your policies, you may prefer to use the Suncorp Insurance App.
You can link eligible Suncorp insurance policies# to the Suncorp Insurance App via the app itself. You'll just need the policy number.
Just select 'Add a policy' option, then 'Add an existing policy'.
# The Suncorp Insurance App is not available, or fully available, for all policy types or claim types.
The following error messages may occur:
'Please enter a valid policy number'
This means the policy number that you’ve entered is incorrect or the policy is not valid. You may use the ‘Find my Policy’ link to help locate your policy details.'This product is unsupported'
This means the product you are trying to link is not supported by the Suncorp Insurance App.
You can use the 'Policy Finder' tool in the Suncorp Insurance App.
Just choose 'Add a policy or get a quote', then 'Add an existing policy'. Then tap on 'Forgotten your policy number?'.
Enter your name, date of birth and mobile number. We'll send a confirmation code to your mobile. Simply enter the code to reveal your policy details.
You can easily reset your PIN or password from within the Suncorp Insurance App.
- You can reset your password by selecting the 'Forgot password' link on the login screen and following the prompts.
- You can reset your PIN by selecting the 'Forgot PIN? link on the login screen and following the prompts.
Tracking the status of your claim in the Suncorp Insurance App is easy. After you've made a home or comprehensive motor insurance claim, you can view the status of your claim on the app homepage, in the relevant policy tile.
You can also ask Scout, your virtual assistance for progress on your active claim.
Yes. The Suncorp Insurance App allows you to lodge and track a claim for home and comprehensive motor insurance products from Suncorp Insurance.
The Suncorp Insurance App makes it easy to lodge your home and comprehensive motor insurance claim and stay up-to-date every step of the way.
You can also book your car into a repairer, pay your claim’s excess and view your claim details including claim number, status, property or vehicle details and excess amount.
You will need your CTP policy number to link the policy in the app. Some states may not include the policy number on your CTP documentation. To get your CTP policy number, simply call 1 300 SUN APP (1 300 786 277), and our support team will be able to assist you.
Yes, you can download and access the app when you’re travelling overseas.
Please make note of the data and download charges applied by overseas carriers, and track your app usage as necessary to avoid large bills.
Customers can provide feedback on the Suncorp Insurance App within the app itself. Click 'Support & information' in the top left-hand menu, then click 'Send us your feedback'.
Alternatively, you can leave feedback over the phone by contacting the Suncorp Insurance App Support team on 1300 786 277.
The Suncorp Insurance App is available for both iPhones and Android phones.
Although we've ensured it works on most versions of the iOS and Android operating system (OS), to ensure maximum compatibility we recommend you update your iOS or Android OS to the latest version.
Financial information which is accessed using your device is not stored within the app at any time, and access to your account will still require a valid PIN, passcode or biometric to be provided.
If your device is lost or stolen, or you’re worried that your device may have been compromised by a virus or a malicious software application, then please call us on 1300 786 277 and we can deactivate the Suncorp Insurance App for you.
The Suncorp Insurance App uses a range of security features including real-time fraud detection, security encryption and multi-factor authentication (we check both your login details and the device with which you’re connecting).
We also highly recommend that you setup a PIN or passcode for the lock screen on your device, and that you do not store your logon details within the device itself, or along with it in a written format.
My Home
My Home allows eligible Suncorp Insurance Home customers* to view a list of suggested home maintenance tasks. Once those tasks have been performed they can be marked as complete. You can also add calendar reminders from the app, allowing you to stay on top of future tasks.
Please make sure you only do what's applicable to your home, on your property (i.e. not common property) and what you are safely able to do.
*An active Suncorp Insurance Home or Home & Contents combined policy. Excludes Strata, Contents only and Landlord policies.
My Home can be accessed via the Suncorp Insurance App. Just launch the app and, if you haven’t already, add your eligible policy within the insurance screen. The Resilience Hub is located at the bottom of your app screen, tap it and select your Suncorp Insurance Home policy.
If you don’t already have the app, you can download it today! If you do and you can’t see My Home tasks and rewards within the Resilience Hub, you may need to update the app.
My Home records the home maintenance tasks you mark as complete around your home and the date completed.
In addition, My Home uses:
- your policy number, and
- your login email address.
The My Home feature is an educational guide only to help you improve the safety of your home and stay on top of your home maintenance tasks.
Your My Home data and related analytics will be used:
- to provide My Home features and functionality, including technical support; and
- for our customer engagement, product and service research and development.
It will not be used to make any decisions about an insurance policy you hold with us, will not affect your home insurance premium, or any claims you may make.
See also the Suncorp Insurance App Privacy Policy.
Please contact the Suncorp Insurance App support team by selecting the App Support and Info Option and following the prompts. Alternatively, you can email appsupport@suncorp.com.au and provide your Name, D.O.B, Policy Number and a brief description of your issue and we’ll get in touch. Please include any related screenshots where possible.
We love your enthusiasm but unfortunately, no, the tasks are set. But we would love to hear your feedback via email to appsupport@suncorp.com.au.
Chat to the App Support team by email to appsupport@suncorp.com.au.
Please contact the Suncorp Insurance App support team by email to appsupport@suncorp.com.au including your Name, D.O.B, policy number and a brief description of any issues. Please include screenshots if possible.
That's ok! My Home is only meant to guide what you should be doing around your home. What you actually do is completely up to you - do what's applicable to your home, on your property (i.e. not common property) and what you are safely able to do.
You will need to be an active Suncorp Insurance Home or Home & Contents combined policy holder to be able to access My Home. It’s not available for Strata, Contents only or Landlord policies.
Yes, you will need a reliable internet or Wi-Fi connection to access the Suncorp Insurance App and My Home.
You can use an iPhone, iPad, or Android device to access My Home through the Suncorp Insurance App.
Yes – it is up to you. The task frequency mentioned in My Home is based on advice from tradespeople, but is only a recommendation.
Once a task has been marked as complete in the app, it will remain marked as complete until the suggested timeframe has passed and it is listed as an available task again – but you should definitely feel free to do them as often as your circumstances require!
We are working on this, watch this space! If you have any suggestions, we would love to hear your feedback via email to appsupport@suncorp.com.au.
Your list of tasks will be assigned to a policy number. So as long as each of your properties has its own policy – and so, its own policy number – you will be able to record tasks for each individual property.
My Home is not yet available for Landlord, Contents Only or Strata Insurance policies. Of course, you are welcome to complete the suggested tasks for properties with those policy types, but you won’t be able to record them in My Home.
Yes. Joint customers will each be able to see the list of tasks in the Suncorp Insurance App, as long as they can view the associated policy.
Once a task has been marked as complete by one of the joint customers, it will be shown as completed for all. The task will remain completed until it shows up in the list of available tasks again. If two or more customers are trying to mark the same tasks as complete at the same time, they’ll see an error message. The task will be marked as complete once they refresh the screen.
My Home is a guide on what you can do around your home to help make it safer and maintain your greatest asset. Whether a claim is covered depends on the terms of your policy.
My Home is only available to customers with an active Suncorp Insurance Home or Home & Contents combined policy.
The provided task list is a guide to assist you to maintain your home. Please make sure you only do what's applicable to your home, on your property (i.e. not common property) and what you are safely able to do.
At this stage we don’t have professional tradespeople we recommend you use, to talk to for advice, or complete the tasks.
My Home rewards are a nice little reward for making your home more resilient by actioning the listed maintenance tasks within the Suncorp Insurance App.
By completing three or more tasks and keeping them completed by the 1st of each month, you can unlock offers from participating retailers shown within the Suncorp insurance App reward pages.
Tasks have different timeframes, so different tasks will stay completed for different lengths of time.
Please read the My Home rewards T&C’s for more information.
To be able to access My Home, you will need to be an active Suncorp Insurance Home or Home & Contents combined policy holder.
Keep three completed tasks displayed in the Program’s ‘Completed tab’ per eligible policy (checked on the 1st calendar day of each month).
Once you are eligible, activate the desired rewards, shop at a participating retailer and earn cashback to a linked Mastercard or Visa credit or debit card when you use it to make an eligible purchase.
If you are a first-time rewards user, you will need to link your eligible card to receive cashback.
Tasks have different timeframes, so different tasks will stay completed for different lengths of time. This means you don’t need to complete three tasks every single month, just that you need to keep three in the completed tab.
Offers expire every month.
There are multi use offers, single use offers or cumulative offers depending on what the retailer terms are. Limits and conditions apply check in the Suncorp Insurance App for offer details
Multi-use offers: These retailer offers can be used for multiple transactions until the offer expires, providing flexibility and value to frequent shoppers.
Single use offers: These retailer promotions are limited to one-time use before the expiration date.
Cumulative offers: These retailer offers need you to collectively spend the designated amount within the offer period to earn the cashback rewards. Ensure you keep track of your spending to maximise the benefits. If you are using two separate cards to spend the designated amount, then the last card that you have used will get the cashback redemption.
To access the cashback rewards you must have linked your eligible Visa or Mastercard credit or debit card and meet the eligibility criteria every month.
How to redeem cashback:
- Ensure your eligible card is linked. You only need to do this once unless you update, change, or add a second card. Note that it may take up to 24 hours after linking a card to be able to activate rewards.
- Activate eligible rewards.
- Make an eligible purchase at a participating retailer using your linked Australian Visa or Mastercard credit/debit card. Apple Pay and Google Pay are also eligible if using the linked card.
- Receive cashback to your linked card usually within 14 business days after the transaction.
- Successful cashback will be shown in your linked card’s bank account and will include “SUNCORPMYHOME”.
Reward Offers expire every month so make sure you check in monthly to activate your rewards and keep an eye on your tasks. You can set diary reminders for each task to help you stay up to date with your home maintenance.
Navigate to the “Managed link cards” screen within the Suncorp Insurance app My Home rewards screen. If you are a first-time customer, you can also link your card through the banner on the Rewards home screen. You will be guided through the secure process of linking, updating, or deleting your credit or debit card(s).
Note: A maximum of 2 cards can be linked.
- When adding your first card, updating, or adding your second card, it may take up to 24 hours to be able to activate rewards.
Note: If you or your household share a card and it is already linked by the other cardholder you will receive an error and will need to add a different card
- If you delete a card, you won’t be able to re-link that card for up to 48 hours. If you delete all cards, you are essentially opting out of the program and you will no longer be able to redeem any rewards or see any cashback history. It may take 48 hours for us to process the opt out.
- The same does not apply if two cards are linked in the program and only one card is deleted.
- To replace an existing card, please update the card instead of deleting it to avoid delays and loss of cashback history. The same applies to lost or stolen cards.
- To avoid delays, we recommend adding a new card before deleting an existing card.
- Cashback won't be honoured if the card is deleted before posting to your bank account.
- To change your nominated card, you will need to update your existing card or link this as a new card.
You can view all redeemed cashback on the ‘My Cashback’ screen. Please allow up to 3 days for the cashback to appear on this screen.
Please do not delete your card from the program if you are expecting cashback to be reimbursed in your linked bank account, as this action will mark your account inactive and prevent cashback from being deposited.
The cashback will be credited to your linked card account usually within 14 business days. If any cashback is missing, please contact us via the support and info section, and we will investigate the issue.
Note: Cashback history is retained for a maximum of 3 years. If you delete all cards from the system, then your history will no longer be retained
Available retailers that are participating in the My Home rewards cashback will be displayed within the Suncorp Insurance App on the My Home rewards screen.
The retailers and their rewards offers can change monthly so please remember to review the rewards section from My Home as you are completing your tasks.
We reserve the right to amend, suspend, or discontinue the Program at any time and for any reason, and to amend the Terms and Conditions to reflect updates or changes to the Program by publishing and notifying you of the varied Terms and Conditions.
If you make a change to your policy that changes your eligibility to the My Home proposition you will lose access to My Home and the available rewards.
Eligibility for My Home rewards is linked to an eligible policy. If you cancel an eligible policy and replace that with a new eligible policy, you will lose the rewards linked to the old policy and will need to action tasks again to unlock rewards on the new policy.
If your eligible Home policy is cancelled (either by you or us), access to your Rewards will cease on the 1st of the following month.
For users who link an Australian Visa or Mastercard to access the retailer cashback reward we will share your user identification number with Mastercard to enable offer access and redemption, but the card details you enter are not collected by us. They are encrypted and stored securely by a card vault service to enable monitoring of transactions. The linking allows your card network (Mastercard/Visa) to monitor activity on your card to determine whether you have made an eligible purchase and notify Slyp to facilitate offer cashback on the linked card. Mastercard may retrieve and analyse transaction data for up to 13 months prior to your card linking for the purpose of targeting and assigning personalised marketing offers.
For detail about how we generally handle your personal information, refer to Suncorp Insurance App Privacy.
Please contact the Suncorp Insurance App support team by selecting the App Support and Info Option and following the prompts. Alternatively, you can email appsupport@suncorp.com.au and provide your Name, D.O.B, Policy Number and a brief description of your issue and we’ll get in touch. Please include any related screenshots where possible.
If you have issues with cashback, card linking, or feedback, go to ‘Support & info’ on the Rewards home screen.
Select ‘Rewards support centre’ and choose the relevant option for your enquiry.
We will communicate using your email that you linked to the App when installed.
Everything else
If you experience a problem, are not satisfied with our products or services or a decision we have made, please visit our Complaints page to access more information.
