If your car is stolen or damaged in an incident in the period of insurance and we settle your claim as a total loss, we’ll replace it with a brand new car of the same make and model (or similar make and model if the same isn’t available), or pay you the reasonable replacement cost or amount covered, no matter how old it gets.

Please note, this only applies if you bought the car new and have been insured continuously under our Suncorp Advantages cover from within 13 months of your car's purchase until the time of the total loss. A replacement car of similar make and model must be available.

For more information, please read the PDS.

Your car is considered a total loss if:

• it is stolen and not recovered within 14 days, and we approve your theft claim, or
• it is uneconomical or unsafe to repair - including where the combined repair costs and salvage value exceed the amount covered by your policy.

We will also have regard to the relevant State or Territory laws in relation to what is considered a write off.

Check the Product Disclosure Statement (PDS) for details if your car is eligible for additional covers under:

• the ‘New car after a total loss for cars less than 2 years old’, or
• the ‘Lifetime new car replacement’.

For all other cars, we’ll pay up to the market value or amount covered shown on your certificate of insurance, minus any applicable deductions. You can find your certificate of insurance in your online account. 

If your car is insured with us and involved in an accident, you won't have to pay an excess if:

• your car's driver didn't contribute to the accident (meaning the other driver was entirely at fault), and
• you can give us the name, address and registration number of the at fault driver.

If you can't provide these details when lodging your claim, you will have to pay the applicable excess.

You can let Suncorp handle everything when it comes to repairing your car. However, you can choose your own repairer if you prefer.

If you choose your own repairer, you will have to provide us with a quote. We will then assess if the quote meets industry standards. Then, these two scenarios can happen:

Scenario 1 – we authorise your repairs

We authorise your quote, and you can have your car repaired safely and cost-effectively by your chosen repairer. Our lifetime repair guarantee still applies if you choose your repairer as long as we authorise the repairs.

Scenario 2 – we don’t authorise your repairs

If we don’t authorise your repairs, we will pay you the amount of the assessed quote. In this case, you're not entitled to our lifetime repair guarantee. This assessed quote to repair or replace the damaged parts of your vehicle may be less than what it would cost you to arrange the repairs with your own repairer.

Check the Product Disclosure Statement (PDS) for terms, conditions, limitations and words with special meanings when considering your own repairer.

'Market value’ is a variable amount based on our assessment of how much the market would pay for your car at the time of the incident.  It's based on factors such as:

• the car's age, make and model,
• kilometres driven, and
• the car's overall condition.

We may use recognised industry guides and publications to help determine your car’s market value. It's important to know that this value doesn't include costs such as:

• registration
• CTP/MAI insurance
• stamp duty
• transfer fees, and
• dealer warranty costs or dealer delivery.

For more details, check the Product Disclosure Statement (PDS).

When talking about your car, ‘Amount Covered’ means the maximum amount we will pay for loss or damage to your car caused by an insured event.

It includes the value of:

• any accessories and modifications fitted to your car,
• registration, and
• CTP/MAI insurance.

Refer to the Product Disclosure Statement (PDS) for details. The amount covered includes GST. You can find it on your certificate of insurance or in your policy document.

Yes, the optional windscreen cover includes the windscreen, side windows, and any sunroof.

You have one excess-free claim during your insurance period if you have:

• ‘Windscreen and window glass cover’ option, or
• ‘Suncorp Comprehensive Advantages’ cover.

For more details, please refer to the Product Disclosure Statement (PDS).

With Suncorp, you can pay your insurance premium monthly or annually.

You can also change your payment frequency during policy renewal. Switch from monthly to annual payments (or vice versa) by calling us at 13 11 55.

If you choose monthly instalments, your first payment will be taken on the date your policy starts. However, you can call us at 13 11 55 to change the debit date.

If you choose annual payments, the full amount will either:

• be taken on the day your policy is purchased, even if the start date is a few days or weeks away, or
• you can opt to make the annual payment within 14 days of purchase.

If your car is damaged in an incident covered by your policy and it’s not roadworthy or safe to drive, we’ll cover the reasonable cost of one tow from the scene of the incident to:

• our nearest repairer, or 
• another location we agree on. 

For more details, please refer to the Product Disclosure Statement (PDS).

Note:

• If you authorise the tow yourself, you’ll need to provide us with all invoices and receipts for assessment.
• If you have Fire, Theft & Third Party Property Damage cover, our coverage of towing costs only applies to incidents involving fire or theft.
• If you have Third Party Property Damage cover this additional cover only applies if your claim is covered under the additional cover ‘Damage by uninsured drivers’.

If you're not at fault in an incident, we'll arrange and cover the reasonable cost of a hire car that suits your transport needs through our approved provider. Keep in mind:

• this relies on a car that is a similar make and model to yours being available from our provider within a reasonable distance of your home.

If no car is available, we'll reimburse the reasonable costs you incur for:

• hiring a car that meets your transportation needs, or
• arranging alternative transportation.

Important: You need to get our approval before arranging your own hire car. Without it, we might not cover the full cost if it's higher than what we consider reasonable.

If you're not at fault in an incident you will need to provide the other parties details such as:

• name
• address, and
• registration

For more details, please refer to the Product Disclosure Statement (PDS).

Yes, you can. We refund the unexpired premium (less any non-refundable government charges) if the refund is more than $5.