Frequently asked questions for Suncorp Insurance customers
Buying insurance
To retrieve your quote, select the product, enter your quote number, the date of birth of the oldest person to be a policy holder, and your postcode.
A duty to take reasonable care not to make a misrepresentation applies to Consumer Insurance Contracts. To meet this duty, it is important that you answer questions truthfully and accurately.
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.
Policy information
Your policy number can be found on your certificate of insurance. Or, you can find it through our online policy finder.
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.
You can view all of our policy documents here.
We (and other general insurers) collect ESL to help pay for the NSW Emergency Services, including Fire and Rescue NSW, the NSW Rural Fire Services and the NSW State Emergency Services.
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’ll need to allow up to 24 hours after registering or lodging a claim on select policies until you can view your details online.
You can track the progress of your claim online in your My Suncorp account or via the Suncorp Insurance App.
There may be a number of reasons why your claim was declined. If your claim has been declined, we will always provide you with the reason in writing.
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
Payments & renewals
For most Suncorp Insurance products, you can renew your policy and pay your annual premium online via our Payments & Renewals page.
If you hold a Suncorp Insurance policy that can be renewed online, you can pay via Payments & Renewals using Visa, MasterCard or American Express.
You can access the details of your last paid-in-full renewal at any time, through your My Suncorp log in.
If you have opted into electronic notice delivery, we’ll text you about an overdue instalment and may ask if you want us to attempt the transaction again on our end.
If you respond ‘Yes’, we’ll attempt another automatic payment in two business days.
You can check this payment status through your financial institution without needing to call us to confirm. It’s that easy!
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’.
We’re sorry you're thinking of cancelling! You can cancel your car (excluding CTP), home or landlord insurance in your My Suncorp or via the Suncorp Insurance App. If you haven't registered yet, it's easy to get started.
To cancel other policy types please give us a call on 13 11 55.
To be eligible for the Multiple Policy Discount (MPD), you must have at least three eligible policies. So if you have more than three, and cancel one, you’ll remain eligible. If you have exactly three, and cancel one, you’re no longer eligible and the discount will be removed when your remaining policies are renewed.
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.
Once it’s downloaded, you can easily register. View our FAQ on 'How to register for the Suncorp Insurance App'.
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 from 8am - 9pm AEDT on weekdays and 8am - 8pm AEDT Saturday and Sunday.
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.
First, you’ll need to download the app from your app store. Once it’s downloaded, you can easily register by entering a few bits of information.
The exact info you’ll need to enter depends on whether you’re a new or existing customer.
- If you’re creating a new account, you can register using your full name, email address and postcode.
- If you’re an existing Suncorp Insurance customer, you can register using your email address and password.
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'.
Find out what insurance policies are supported within the Suncorp Insurance App.
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.
What you can do in the Suncorp Insurance App varies depending on what type of insurance policy you have. The Suncorp Insurance App is not available, or fully available, for all policy types or claims types. Following policies are supported:
Comprehensive Car Insurance, Comprehensive Motorcycle Insurance, Home Insurance and Landlord Insurance
- Get a quote.
- View policy details.
- Renew your policy.
- Pay an excess.
- Make a claim.
- Track a claim.
- Find a policy number.
- Update your details.
QLD CTP Insurance
- Get a quote.
- View policy details.
- Make a claim.
- Find a policy number.
Caravan Insurance
- Get a quote.
- View policy details.
- Find a policy number.
Life Insurance & Income Protection
- Get a quote.
- View policy details.
- Renew your policy.
- Pay an excess.
- Find a policy number.
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 Home Insurance 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.
For more information, click on 'Read More' to check out the video instructions.
*Eligible customers include Suncorp Home or Home and Contents Insurance customers.
My Home can be accessed via the Suncorp Insurance App. Just launch the app, tap on an eligible Suncorp Home Insurance policy, and tap the My Home banner.
If you don’t already have the app, you can download it today! If you do and you can’t see the My Home banner, 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. Phone 1300 786 277 or email appsupport@suncorp.com.au.
We love your enthusiasm but unfortunately, no, the tasks are set. But we would love to hear your feedback via email on appsupport@suncorp.com.au or phone on 1300 786 277.
Chat to the contact centre team on 1300 786 277 or email appsupport@suncorp.com.au.
Please contact the Suncorp Insurance App support team on 1300 786 277 or email appsupport@suncorp.com.au.
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 and what you are safely able to do.
You will need to be an active Suncorp Home Insurance or combined Home and Contents 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!
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 Home Insurance or Home and Contents Insurance policy. It’s not available for Strata, Contents only or Landlord policies.
At this stage we don’t have professional tradespeople we recommend you use, to talk to for advice, or complete the tasks.
Everything else
The current list of supported browsers can be found by accessing the link provided below:
We recommend regularly updating your browser to the most recent version to ensure the best experience and latest security when visiting Suncorp online. If your browser is not the most recent browser or is not compatible you may be unable to perform certain transactions or view our website content.
If you experience a problem, are not satisfied with our products or services or a decision we have made, please visit our Customer Relations & Complaints page to access more information.
Eligible Policies
To qualify for the 15% Multiple Policy Discount (the MPD) you must have 3 or more eligible paid personal insurance policies with Suncorp Insurance. There must be a common mailing address and the person(s) seeking the discount must be nominated as an insured with the same name on each eligible policy. The eligible policies to qualify for the MPD are Suncorp Home, Contents, Landlord, Car, CTP, Motorcycle, Caravan (including trailer), Motorhome and Boat insurance.
Suncorp CTP insurance counts as an eligible policy, but you will not receive the MPD on the premium as it cannot be discounted due to Queensland legislation.
The MPD does not apply to the Suncorp Insurance Home Assist or Excess-free glass cover portion of your premium, if you have selected these optional covers with Suncorp Home Insurance or Suncorp Roadside Assist if you have selected this optional cover for Suncorp Comprehensive Car Insurance. Read full terms and conditions.