Frequently asked questions about Home & Contents Insurance

After the numerous flooding events throughout the country in recent years, it is important that we provide our customers with flood cover even if it is unlikely a flood will occur at their address.

Yes, if you have contents cover, we provide some cover for contents whilst permanently moving to a new address in Australia and for contents in commercial storage. These are additional covers that come with your policy at no extra cost. For full details of what we cover and do not cover you for, refer to the PDS. 

If you choose to not accept our offer or it isn’t possible for us to repair, rebuild or replace, we will then offer you a cash settlement based on our supplier’s assessed quote to repair, rebuild or replace. For more info on how we settle claims, refer to the PDS.

If your building is insured with us, we can arrange for one of our suppliers to attend the property and temporarily make it safe to prevent any further loss/damage.

It’s important that you don’t carry out any repairs without our consent unless you can’t contact us and you need to make emergency repairs to protect the home or contents or it’s necessary for health and safety reasons. If you must do emergency repairs to make the property safe before our supplier/assessor has attended, ensure that you take clear photos/videos of all damage including the source of damage (for instance, a hose or pipe that has burst) and provide these to our supplier /assessor. Do not dispose of any items, unless they pose a health risk, prior to our builder/assessor attending. If any items must be disposed of, ensure multiple clear photos are taken of the items prior to disposal. Ensure you obtain an itemised invoice for any work done and send it to us, so we can assess this as part of your claim.

If you find more damage or discover something else has been stolen, please make a note, take photos and let us know the next time we’re in touch. There’s no need to immediately reach out – we’ll work with you to include all details in your claim.

If a different part of your home is damaged by another insured event, please make a new claim online or in the Suncorp Insurance App.

Upload documents to your claim in your My Suncorp Account or in the Suncorp Insurance App, or email them to myclaim@suncorp.com.au with your claim number in the subject line.

You can easily pay your excess online or in the Suncorp Insurance App.

If any excess(es) applies to your claim, we’ll do one of the following:

• deduct the amount of the excess(es) from any cash payment we make
• require you to pay the amount of the excess(es) to us. We’ll let you know when and how to pay.

If paying directly to us, the easiest way to pay your excess online or in the Suncorp Insurance App.

If you’re unable to pay online, please let us know. We can provide you with alternative payment options such as BPAY or using a debit or credit card over the phone.

You can update your credit card details by logging into My Suncorp (via desktop or mobile) or contacting us.