Frequently asked questions for Suncorp Insurance customers
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.
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.
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 will be refunded the unexpired portion of your premium (less any non-refundable government charges) if above $10.
If you pay by instalments, on cancellation you agree to pay us any portion of the premium that is owing but not yet paid, and that amount is due and payable
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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.
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.
Suncorp customers may find their total premium is higher than last year, due to the Emergency Services Levy (ESL). This levy is charged by other NSW insurers too. The money collected by insurers is contributed to the NSW State Government to meet funding obligations. It covers vital NSW emergency services, including Fire and Rescue NSW, the NSW Rural Fire Services, and the NSW Emergency Services. The NSW State Government has increased the fund required to cover these services.
Your quote, new business or renewal schedule will display the amount of ESL you are required to pay.
If you want to know more about how the levy might impact the cost of your insurance, please contact us.
For general information about the ESL, you can:
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.
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.
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.