Q: How do I retrieve my quote?

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. 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. Quickly and easily pay your excess in the Suncorp Insurance App, or log into your My Suncorp account and select the relevant claim. 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.

Download the Suncorp Insurance App

Question 3

What is an excess?

Accepted Answer

An excess is the amount you pay or bear for each incident covered by your policy. Your total excess is determined by the circumstances of your claim.

The excesses that apply to your policy are stated on your certificate of insurance which can be found in the Suncorp Insurance App and your My Suncorp account.

The different types of excesses are:

Standard excess: You can choose a standard excess from the levels we offer, usually between $100 and $5,000.
Additional excess: An additional excess may apply due to reasons such as claims history, location and building type.
Unoccupied excess: In addition to any other excess, an unoccupied excess of $1,000 will apply if loss or damage to your home or contents occurs when your property has been unoccupied for more than 60 continuous days.
Personal valuables excess: The excess that applies for a claim made under personal valuables optional cover is $100. The standard excess does not apply to claims made under this cover only.
Motor Burnout Excess: The excess that applies for a claim made under motor burnout cover is $100. The standard excess does not apply to claims made under this cover only.
Injury to pet dogs and cats excess: An excess of $100 will apply if you make a claim under the optional cover for injury to your pet dogs and cats. The standard excess does not apply to claims made under this cover only.
Earthquake and tsunami excess: In addition to any other excess, an excess of $300 will apply if you make a claim for loss or damage as a result of an earthquake or tsunami.

Question 4

How do I retrieve my quote?

Accepted Answer

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.

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 5

Can I update my policy online?

Accepted Answer

Yes, you can. Easily manage your policy – including changing your address – via the Suncorp Insurance App or in your My Suncorp account.

Download the Suncorp Insurance App

Question 6

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 7

What do I need to do to lodge a home insurance claim?

Accepted Answer

Quickly and easily make a home insurance claim online or via the Suncorp Insurance App – 24 hours a day, 7 days a week.

Make a claim

All you need is:

Make your claim and once submitted, you can track its progress online.

Question 8

What is involved in the home claim assessment?

Accepted Answer

A home claim assessment determines the outcome of your claim after loss or damage to your home and/or contents.

Once you’ve lodged your claim, we’ll organise for an assessor to contact you to arrange a time to attend your property and inspect the damages or loss.

We’ll let you know the outcome of your claim as soon as we can. If we require additional information, we’ll discuss this with you. If your claim is covered, we can then discuss repairs or settlement depending on the circumstances of your claim.

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 9

How will you settle my home insurance claim?

Accepted Answer

We’ll settle your claim using our network of repairers and suppliers to ensure you’re put back in the position you were prior to the loss or damage that occurred.

For a home claim we will either:

repair or rebuild your home if the amount of the assessed quote to repair or rebuild is less than your home sum insured; or
pay you the home sum insured shown on your certificate of insurance if the amount of the assessed quote to repair or rebuild is equal to or more than your home sum insured.

For a contents claim we will either:

repair damage to your contents;
replace your contents ‘new for old’;
pay you the quoted cost to repair or replace your contents item (or any lower limit that applies);.
pay you the sum insured for your contents (or any lower limit that applies); or.
give you a voucher, store credit or stored value card for the quoted cost to repair or replace your contents item (or any lower limit that applies).

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

Make a claim

Track your claim

Question 10

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

Accepted Answer

We utilise experienced, qualified builders that are part of our supplier network. We offer a lifetime guarantee on home repairs, which means the quality of workmanship of the repairs we authorise to your home are guaranteed for the lifetime of your home.

Alternatively, you can be paid the amount of the assessed quote and manage the repairs to your home yourself, but the lifetime guarantee will not apply.

To learn more, refer to the PDS.

Question 11

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

Accepted Answer

It’s important we validate the loss or damage that has occurred in order to take the necessary steps to repair or replace the contents item/s.

Proof of loss or damage can be given by providing photos of damage, details of a police report (for theft), or proof of ownership documents (receipts, manuals etc.). For more valuable items we’ll ask for more evidence to substantiate your claim than for less expensive items.

These documents can quickly and easily be added to your claim online or via the Suncorp Insurance App.

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

Make a claim

Track your claim

Question 12

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

Accepted Answer

Yes, you have the option to choose a cash settlement for your claim, subject to the 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.

Make a claim

Track your claim

Question 13

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 14

How do I cancel my policy?

Accepted Answer

We’re sorry you're thinking of cancelling! You can cancel your home insurance in your My Suncorp or via the Suncorp Insurance App. If you haven't registered yet, it's easy to get started.

Log in to My Suncorp

Suncorp Insurance App

To cancel other policy types please give us a call on 13 11 55.

Things you should know

Question 15

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

Accepted Answer

The Product Disclosure Statement (PDS) and your Certificate of Insurance (found in the Suncorp Insurance App and your My Suncorp account) both contain detailed information regarding what is and isn’t covered under your policy.

Make a claim

Track your claim

Question 16

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 17

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 18

Is my home covered while I am away on holidays?

Accepted Answer

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

For full details, please refer to the PDS.

Make a claim

Question 19

Am I covered for contents in transit and storage?

Accepted Answer

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

We’ll cover loss or damage to your contents caused by fire or flood, or when the vehicle carrying your contents is stolen or is in a collision or accident when moving your contents to your new permanent address in Australia.

We’ll also cover your contents for all insured events for up to 365 days in a commercial storage facility that’s fully enclosed, lockable, and accessible only by you.

You must keep your policy current for this cover to be valid. Refer to the PDS for more information.

Make a claim

Question 20

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 make a claim and let us know if your home isn’t safe to stay in or if you require emergency assistance.

If you have a Suncorp Home Insurance policy and you can’t live in your home after an insured event, you may be entitled to cover for reasonable and necessary temporary accommodation costs for the time it takes to repair or rebuild your home so it can be lived in again.

Once your claim is lodged, we’ll appoint the required builder or supplier to mitigate further loss or damage to the property.

Make a claim

Question 21

I live in a relocatable home, can I get Suncorp Home and Contents insurance?

Accepted Answer

You can get Suncorp Home and Contents insurance for your relocatable home if the home is:

Owned and occupied by you and;
Approved by council or the relevant qualified authority and;
Connected to mains electricity, sewerage and water and;
On permanent foundations and;
Is not located in a caravan park, holiday park or holiday village or similar and;
Is not owned by a caravan park, holiday park or holiday village or similar

If your home does not meet that criteria you won’t be able to get Suncorp Home Building insurance, but you can still insure your contents provided the home is on permanent foundations.

Question 22

My direct debit payment didn’t go through, what should I do?

Accepted Answer

If you have missed a monthly instalment payment, you can easily catch up by making a one-off payment via the Suncorp Insurance App or your My Suncorp account.

To pay a missed instalment:

Log in to My Suncorp or the Suncorp Insurance App.
Select ‘Pay now’ on the reminder banner.
Fill out your payment details in the pop-up window.

Important:

There won’t be a ‘Pay Now’ button available if you have missed the window to make a one-off payment online or if you have more than one unpaid instalment. To ensure your payments stay up to date on your policy, please contact us.
You won’t be able to make a manual payment for the five business days after a direct debit attempt.

You will be able check and update your direct debit or card details with us following your successful payment. You can also update your payment details when you log into My Suncorp at any time, accessible via the Policy Summary screen.

If a monthly instalment is overdue we will let you know. We can cancel your policy by giving you at least 14 days advance notice, but if a monthly instalment is overdue by a month, we can cancel your policy without advance notice.

Question 23

Can I do repairs to my home before making a claim?

Accepted Answer

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

If you must do immediate repairs to make the property safe before our 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 builder/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, ensure multiple clear photos are taken of said items prior to disposal.

Question 24

I've found more damage/stolen items since making my claim - what do I do?

Accepted Answer

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 event, please make a new claim online or in the Suncorp Insurance App.

Question 25

How do I pay my excess?

Accepted Answer

Easily pay your excess online or in the Suncorp Insurance App.

Question 26

How do I send through things like proof of ownership, invoices and receipts?

Accepted Answer

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.

Frequently asked questions about Home & Contents Insurance