Frequently asked questions about Home Insurance

Suncorp Home Insurance provides you with the flexibility to tailor your home and contents cover to best suit your current and changing needs.  There are three levels of cover you can choose from:

Classic Home and Contents is our standard cover for loss or damage caused by a range of insured events, plus additional features and covers with standard limits.  You also have the flexibility to choose a number of optional covers to suit your needs.

Classic Extras Home and Contents provides the same insured event cover as Classic Home and Contents insurance and comes with an increased range of additional features and covers with higher limits.  Some of the optional covers we offer are automatically included in this level of cover including accidental damage at the home and motor burnout.

Classic Advantages Home and Contents is our highest level of cover which provides you with all the cover of our Classic Home and Contents insurance plus our full range of additional features and covers with our highest level of limits.  Some of the optional covers we offer are automatically included in this level of cover including accidental damage at the home, motor burnout and safety net home protection.  This is our premium level of cover with higher limits for valuable items in the home like artwork and jewellery.

For full details of what we cover and do not cover you for, refer to your PDS.

To avoid being underinsured, your home and contents sum insured should reflect what it would cost to rebuild your house or replace your contents at today’s prices.

To help you estimate the replacement value of your home and contents you can use the Home and Contents Calculator.  Please note that our calculator is intended as a guide only and not intended to be relied on for the purpose of making a decision in relation to purchasing our products.  Consider whether you need a professional valuation from an architect, builder or other valuation expert.

For more information refer to ‘About Your Sum Insured’ in the PDS.

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.  For homes that may never flood the percentage of premium that is charged for flooding risk is very low.  In the event of a flood, those customers are just as well protected as those who live in flood zones.

For full details of what we cover and do not cover you for, refer to the PDS.

Yes, your home is covered if it is unoccupied, however an additional excess will apply to any claim made during this time if the home had been unoccupied for more than 60 consecutive days.

Alcohol such as a wine, spirit or beer collection is not defined as a collection under the terms of this policy. However these items are still covered under your general contents insurance and proof of ownership and value would be required at claim time.

Our additional cover for contents in transit and storage is just another way that we help you to protect your contents items when you are moving house in Australia. We will cover damage to your contents that is caused by:

• fire,
• flood,
• collision or overturning of the vehicle carrying your contents to your new address,
• accident or theft of the vehicle carrying your contents to your new address

If you need to store some of your contents items in a commercial storage facility, then we also provide some cover for that as well. We know that customers may put items in storage for a number of reasons which could be downsizing, decorating the home or simply because you have run out of space. For whatever reason you store your items, we will cover your contents for all insured events for up to 365 days, in a commercial storage facility that is accessible only by you and is fully enclosed and lockable. Of course you must keep your policy current for this cover to be valid. 

If they are rented under a signed rental agreement which makes you legally responsible for these items they will be covered under your contents policy.  Cover is subject to the standard conditions and exclusions of your policy.

Carpets are covered as part of your contents insurance.

Your policy includes the relevant PDS and your latest certificate of insurance, both of which contain detailed information regarding what is not covered under your policy. Access your PDS.

Your Suncorp policy provides you with up to $20 million legal liability cover.

Legal liability covers your liability to pay compensation for death or bodily injury to other people or loss or damage to their property resulting from an incident, which happens in connection with you owning or living in the home at the insured address. For instance, if a person was to come onto your property and injure themselves by tripping whilst climbing the stairs, the Home legal liability component of your policy would respond if you were found legally liable for the injury sustained and damages were sought from you.*

Legal liability on contents also covers your liability to pay compensation for an incident, which causes death or bodily injury to other people anywhere in Australia or New Zealand. So if you were playing golf at your local golf club and your ball was to strike another player causing injury, the contents legal liability component of your policy would respond  if you were found legally liable for the injury sustained and damages were sought from you*.

* This example assumes your claim was not otherwise excluded by your policy.

We will ask a series of questions around some key cyclone mitigation measures and building features which can help to reduce damage during a cyclone.

The measures and building features have been chosen based on our work with the Cyclone Testing Station (CTS) at James Cook University. The CTS analysed our claims data from Cyclones Larry and Yasi to identify the most common causes of claims, as well as which parts of a house are most likely to fail during a cyclone.

Using this information about the property can allow us to provide a premium reduction which is specific to your individual property and address, compared to the premium we would have charged you if the features or mitigation measures were not in place.

Our Cyclone Resilience Benefit is an insurance premium reduction available to certain Suncorp Home and Landlord Insurance customers with properties located in those parts of northern Australia which are most likely to experience cyclones. 

This reduction recognises specific property features and mitigation measures which can help reduce damage to a property during a cyclone as well as the likelihood of making a claim. Eligible customers whose properties have these features and measures can receive a reduction to their premium compared to what they would pay if they did not have the features or mitigation measures.

Our Cyclone Resilience Benefit is available for eligible Suncorp Home and Landlord Insurance customers from 16 February 2016. Eligible customers with existing policies who contact us to answer the new cyclone resilience questions will receive a pro-rata refund which represents the premium reduction for the period between when they contact us to answer the questions and their next renewal date. Customers taking out a new policy or renewing a policy after 16 February 2016 will receive the premium reduction if eligible.

Suncorp Insurance has been a strong supporter of preventing natural disasters through mitigation. We believe that Queensland is still dangerously exposed to a number of natural hazard risks that need to be why-is-suncorp-insurancetackled and north Queensland in particular is vulnerable to cyclone.

Our research with the Cyclone Testing Station at James Cook University indicates that having a strong resilient home can help reduce the extent of damage sustained during a cyclone and the likelihood of making a claim - and we want to reflect those features and mitigation steps in the premium a homeowner pays. 

Our Cyclone Resilience Benefit forms part of our Protecting the North program, which aims to help improve resilience by mitigating, or reducing, the damage cyclones cause and help make insurance more accessible. Find out more about Protecting the North.

We’re recognising some very practical measures that can strengthen homes against cyclones and potentially reduce the likelihood of making a claim. The building features include whether or not a property has a roller door, casement windows or shed. Mitigation measures include strengthening roofs, doors and other openings to withstand cyclonic wind speeds. Examples include:

• Roofs: installation of sarking, ridge caps for tiled roofs, through to complete roof replacements   
• Windows: upgrading casement windows and installing (or using) cyclone shutters
• Roller doors: installing bracing to older roller doors
• Sheds: installing additional bracing and ensuring sheds are anchored to a concrete slab
• General preparedness: ensuring items around the house and yard are properly secured.

For more information and the full list of features and mitigation measures, please visit the Cyclone Resilience section of our website.

We worked with the Cyclone Testing Station at James Cook University which analysed our claims data from Cyclones Larry and Yasi to identify the most common causes of claims, as well as which parts of a house are most likely to fail during a cyclone. As an example this research confirmed roof upgrades can cut cyclone damage bills in half.

We encourage any customers who aren’t sure about one or more of the options to refer to the videos and other materials available on the Cyclone Resilience section of our website.

If you require further information, we recommend speaking to a builder, or alternatively, your Council may have a record of roof upgrades and shed construction carried out at your house.

Information on our Cyclone Resilience Benefit, including videos and illustrations of some of the key mitigation options are available on the Cyclone Resilience section of our website. Alternatively you can call us on 13 11 55.

Suncorp Insurance covers loss or damage to your home and/or contents caused by storms, which includes cyclones. The cover also extends to cover loss or damage caused by storm surge if it occurs at the same time as other insured damage at your insured address to your home and/or contents caused by storms, which includes cyclones. However there are also a number of exclusions and other conditions that attach to this cover. Please read the Product Disclosure Statement (PDS) for full details.

When an assessor comes to your home, the appointment may take anywhere from 30 minutes to several hours to complete. The assessor can give you a clearer indication of this when they call you to book your assessment.

The assessor will customise your assessment based on the circumstances of your claim. They will collect more information about the loss or damage to your home and/or contents and will ask you to provide documents for items that form part of your claim. The assessor can give you a clearer indication of this when they call you to book your assessment.

This depends on your individual claim and policy. Where we can, we will always work with you to rebuild or repair your home. If the cost to rebuild or repair your home will exceed the sum insured on your certificate of insurance, we will need to discuss the options with you.

Our selected repairers are chosen for the quality of their work. By using our selected repairers we are able to offer you a lifetime guarantee on the quality of materials and workmanship of our repairs.

Each claim is different and the timeframe depends on a number of factors (including the availability of materials). Your repairer will provide you with an estimated timeframe as soon as one is available and then you will be able to track your claim using our secure online system.

In most circumstances we will use someone from our own network of trusted repairers. By using our selected repairers we are able to offer you a lifetime guarantee on the quality of materials and workmanship of our repairs. If you wish to use your own contractor we will need to discuss this with you before a decision can be made.

This depends on your individual claim and policy. Where we can, we will arrange replacement contents for your lost or damaged belongings. In some cases we may not have a supplier for certain items and we may ask you to provide a replacement quote. If we deem this quote fair and reasonable we will offer you settlement based on that quote. If the cost to replace your contents will exceed the sum insured on your certificate of insurance, we will need to discuss the options with you.

In most cases we will assess the loss or damage ourselves to validate your claim. In some cases this may not be possible and we may ask you for proof of loss or damage. For items that are lost or stolen we do expect you to provide proof of ownership.

This is a cash payment to settle your claim, subject to the relevant sum insured. This is issued to you by cheque or a direct bank deposit.

This type of settlement is only applicable for certain circumstances where we are unable to repair or replace your personal items. If you want to request a cash settlement, you can discuss this with your claims assessor or consultant at any time. It is our decision whether a cash settlement can be offered for your claim.

Please contact us to let us know if your home has been affected by a natural disaster or emergency services will not allow you to stay in your home.  We will provide you with emergency accommodation until your home is made liveable again. This service is available 24/7.

Please contact us to let us know if your home is not safe to live in. We can arrange a relevant tradesperson to come to your home as soon as possible and make it secure. This service is available 24/7.

Please contact us to let us know if your home has been affected by a natural disaster or emergency services will not allow you to stay in your home.  We will provide you with emergency accommodation until your home is made liveable again. This service is available 24/7.

Please contact us to let us know. We can arrange for the SES to come to your home to remove the tree. If we are unable to make your home safe we will cover your emergency accommodation until your home is made liveable again. These services are available 24/7.

Please contact us to let us know. We can arrange a relevant tradesperson to come to your home to stop any leaks and prevent further damage to your home. If we are unable to make your home safe we will cover your emergency accommodation until your home is made liveable again.  These services are available 24/7.

Please contact us to let us know. If your home is not safe to live in we can arrange a relevant tradesperson to come to your home. If we are unable to make your home safe we will cover your emergency accommodation until your home is made liveable again.  These services are available 24/7.

If we are unable to repair your home to a liveable condition we will arrange emergency accommodation until your home is made liveable again.  These services are available 24/7.

We will make every effort to find you accommodation similar to your current home. If this is not possible, we will discuss alternative options with you.

Temporary accommodation at a rental property will require you to pay a bond. If you are unable to pay this, please let us know so we can discuss alternative options with you. Temporary accommodation at a hotel generally does not require you to pay a deposit, but you may need to provide a credit card for any incidentals charged to your room. If you arrange your own accommodation we will cover the reasonable costs of the accommodation but not the deposit (if one is required).

We will make every effort to find you accommodation where you can have your pet(s) with you. If this is not possible, we will discuss alternative options with you.

Emergency accommodation is arranged when your home is unsafe to live in. We will cover your accommodation until you can return. This accommodation is short-term.

Temporary accommodation is arranged when repairs to your home make it unsafe or unliveable. We will provide accommodation for the duration of the repairs. This also applies when a home has been completely destroyed and is being rebuilt. This accommodation is usually long-term.

An excess is the amount you have to pay when you make a claim for each insured incident. You can adjust your standard home excess from between $0 to $5000, and the level you choose will affect your premium – for example, if you choose a higher excess, your premium will be lower. When you make a claim, you might have to pay more than one type of excess, depending on the circumstances. The excesses that could apply to you are shown on your most recent certificate of insurance.