Q: Can I pay my excess online?

Yes, you can. Simply visit My Suncorp online , select the relevant claim, and this will take you to ‘My Claim Manager’ where you can pay your excess. You will be sent an email receipt and your excess will be paid instantly. We accept Visa, MasterCard and American Express payment cards.

Q: How do I retrieve my quote?

To retrieve your quote, visit Suncorp online , enter your quote number, the date of birth of the oldest person to be a policy holder, and your postcode. If you’re unable to find your details, you can start a new quote . Suncorp has some great incentives and savings for buying your insurance online so for more information, please visit the Suncorp Insurance section of our website.

Question 1

How do I renew my Home & Contents Insurance online?

Accepted Answer

You can renew your policy online by logging into My Suncorp (via desktop or mobile) or going into your bank and paying with BPAY.

To renew online, from our homepage , select ‘Login’ to access My Suncorp.

From the dashboard, select the policy you wish to pay and select ‘renew now’, then you can pay by using your credit card. We accept Visa, MasterCard and American Express payment cards.

Once your payment has been confirmed, you can repeat the above steps for other policies if you have additional payments to make.

To make changes to your policy, click on the ‘update details’ link and follow the prompts. Just another way we’re making Insurance easy.

View a video explanation of how to pay your policy online.

Question 2

Can I pay my excess online?

Accepted Answer

Yes, you can. Simply visit My Suncorp online, select the relevant claim, and this will take you to ‘My Claim Manager’ where you can pay your excess.

You will be sent an email receipt and your excess will be paid instantly.

We accept Visa, MasterCard and American Express payment cards.

Question 3

How do I retrieve my quote?

Accepted Answer

To retrieve your quote, visit Suncorp online, enter your quote number, the date of birth of the oldest person to be a policy holder, and your postcode. If you’re unable to find your details, you can start a new quote.

Suncorp has some great incentives and savings for buying your insurance online so for more information, please visit the Suncorp Insurance section of our website.

Question 4

Can I update my policy online?

Accepted Answer

Yes, you can. To manage your policy – including changing your address – please visit My Suncorp on mobile, login on your computer or tablet.

Question 5

My credit card details have changed – how do I update them for my direct debit payments?

Accepted Answer

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

Log into My Suncorp or contact us to update your credit card details for your direct debit to avoid any extra fees or charges for missed payments or rejected direct debits.

View a video explanation of how to update your details online.

Question 6

What do I need to do to lodge a claim?

Accepted Answer

Making a claim on your Home & Contents Insurance policy can be done online, 24 hours a day, 7 days a week.

To begin, make sure you have your Suncorp policy number. Then, have the details about when the event occurred and what happened, as well as the details of what has been affected (e.g. broken window, roof damaged by fallen tree). So if you need to claim on a contents item, please have details about the make and model handy.

Make your claim and once you’ve followed the prompts, you can track your claim online.

Question 7

What is involved in the home claim assessment?

Accepted Answer

A home claim assessment is a process that involves determining the outcome of your claim after loss or damage to your home or contents.

The claims consultant will obtain all the relevant information required to have a better understanding of the loss or damage and record the details on your claim. The consultant will then arrange a suitable assessor, who will then contact you to arrange a time and day to attend, inspect the damages or the loss and provide a detailed report with photos with the outcome for review.

You can track your claim online to see an estimate time of completion, though this will depend on the nature of the repairs or replacements.

Question 8

How will you settle my claim?

Accepted Answer

We will settle your claim utilising our repairers and suppliers to ensure you’re put back in the position you were prior to the loss or damage that has occurred.

We will work with you to ensure that the repairs are completed and the replacement item is like for like or similar to what you previously had based on specifications. We can at times request an itemised quote from you for repairs or replacement depending on the situation.

For more information on the claims process, refer to the PDS.

Question 9

If my home is damaged, can I use my own home repairer?

Accepted Answer

We utilise experienced, qualified builders that are part of our selected panel. We offer a lifetime guarantee on the workmanship of the repairs we authorise.

Alternatively, you can be paid the amount of the assessed quote. You manage the repairs and the lifetime guarantee does not apply.

To learn more, refer to the PDS.

Question 10

For my contents, am I required to provide proof of loss or damage?

Accepted Answer

In order for us to validate any loss or damage we require evidence/proof to ensure we are replacing or repairing the item correctly.

It is important we confirm the loss or damage that has occurred, to appropriately take the necessary steps to repair or replace the contents item.

For more information, please refer to the PDS

Question 11

I would like a cash settlement for my claim – am I entitled to one?

Accepted Answer

Yes, you have the option to choose cash settlement for your claim subject to terms of your policy and policy limits. Where this is the case, the cash settlement amount will be based on the assessed quote less any applicable deductions.

Question 12

How do I determine the right level of cover for me?

Accepted Answer

Suncorp offers three levels of Home & Contents Insurance: Classic Home and Contents, Classic Extras Home and Contents, and Classic Advantages Home and Contents. You can compare the three types of cover on our website to see which product is right for you and suits your needs.

Question 13

Where can I find out what is and is not covered by my policy?

Accepted Answer

Your Product Disclosure Statement (PDS) and your latest certificate of insurance both contain detailed information regarding what is not covered under your policy.

You can access the relevant PDS here. The Target Market Determination is also available.

Question 14

How do I determine the right sum insured for my home and contents?

Accepted Answer

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.

Question 15

Why do I need flood cover when I’m not in a flood zone?

Accepted Answer

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 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.

Question 16

Is my home covered while I am away on holidays?

Accepted Answer

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

For full details, please refer to the PDS.

Question 17

Am I covered for contents in transit and storage?

Accepted Answer

Yes, you are covered for contents in transit and storage within Australia. This is an additional cover that comes with your policy at no extra cost.

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, and 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 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.

Question 18

If my home becomes inaccessible or cannot be lived in as a result of damage or a natural disaster, what should I do?

Accepted Answer

First, make sure everyone is safe and out of danger, then contact us to let us know if your home isn’t safe to stay in.

In the unfortunate event of a natural disaster or significant damage to your home where your home becomes inaccessible or cannot be lived in, we will appoint the required builder or supplier to mitigate further loss or damage to the property. The claims consultant will then, if required, organise the appropriate accommodation until your property becomes accessible again.

Frequently asked questions about Home & Contents Insurance