The Suncorp Insurance App Terms and Conditions

Effective 9 November 2023

1. Introduction

1.1 The Suncorp Insurance App is an application designed for compatible iPhone and Android devices. The App provides access to products and services offered by Suncorp Group Entities or Third Parties.

1.2 Your use of the App is subject to these Terms and Conditions. Please do not download or use the App unless you have read and understood these App Terms and Conditions.

1.3 References to you and yours is a reference to a person using the App.

1.4 In these Terms and Conditions a reference to the singular include the plural and vice versa.

1.5 In these Terms and Conditions words that are capitalised have the meanings as defined throughout the Terms, and otherwise have the following meanings:

“App” means the Suncorp Insurance App.

“App Content” means the content available in the App including product and services information, advice, advertising, text, and graphics.

"Business Day" means a day which is Monday to Friday excluding national public holidays.

“Mobile Device” means an electronic device in which the App can be downloaded and includes smartphones and tablets.

“Mobile Device Passcode” means anything required to unlock a Mobile Device including a password, passcode, pattern or biometric identifier (where applicable).

“App Passcode” means the password chosen by you for the App.

“Suncorp Group Entities” means Suncorp Group Limited (ABN 66 145 290 124) and its subsidiaries and related companies.

“Third Party” refers to an entity which is not a Suncorp Group Entity including as listed under clause 5.2 of these Terms and Conditions.

“Third Party App” means an app owned and operated by a Third Party.

“Third Party Site” means a website owned and operated by a Third Party.

2. Who operates the App?

2.1 Australian companies in the Suncorp Group currently operate the App. The Suncorp Group is comprised of Suncorp Group Limited (ABN 66 145 290 124) and its subsidiaries and related companies. A reference to "we", "us" or "our" is a reference to each of the following companies of the Suncorp Group either collectively or individually (depending on context). The relevant entity in the Suncorp Group is responsible for the App functionality as it applies to its products and services.

2.2 AAI Limited ABN 48 005 297 807, AFSL 230859 (AAI) is a general insurer and trades under many names. It is currently the issuer of general insurance products under the Suncorp Insurance, GIO, Bingle Insurance, CIL Insurance, AAMI, APIA and Shannons brands.

2.3 Australian Pensioners Insurance Agency Limited ABN 14 099 650 966, AR 239591 (APIA) is an authorised representative of AAI and distributes general insurance products issued by AAI under the APIA brand.

2.4 Shannons Pty Limited ABN 91 099 692 636, AR 239594 (Shannons) is an authorised representative of AAI and distributes general insurance products issued by AAI under the Shannons brand.

2.5 Suncorp Corporate Services Pty Limited ABN 69 074 966 466 (SCS) is a group company that contracts with third parties from time to time.

3. Liability for products and services in the Suncorp Group

3.1 Suncorp Group Entities are not responsible or liable in respect of products or services provided by other entities in the Group and do not guarantee the obligations or liabilities of those entities. Suncorp Group Entities are also not responsible or liable in respect of product and services provided by Third Parties.

4. Advice and disclosure

4.1 Unless specifically stated, the App does not provide you with financial product advice, financial advice or investment, legal or taxation advice of any kind.

4.2 You should obtain your own advice on any matters before you make a decision about any product or service available or offered by the App. This includes any Third Party products and services that are available via the App.

4.3 Where the App provides financial product advice, it is general advice only. The relevant Suncorp Group Entity has not taken into account any of your personal circumstances, objectives, financial situation or needs. Because of that, you should, before acting on the advice, consider the appropriateness of the advice having regard to your personal circumstances, objectives, financial situation and needs.

4.4 You should obtain and consider the relevant Product Disclosure Statement (PDS), any Additional Information Guides as well as any other related material for the products and services that are available via the App before you make a decision about whether to acquire or continue to hold that product or service.

4.5 For a particular product or service, the relevant PDS or Additional Information Guides and any Target Market Determination can be obtained from the issuer of the product or service.

5. Third Party Providers

5.1 Suncorp Group Entities have relationships with Third Party product and service providers and some of the products and services may be advertised, viewed or accessed through the App including links to websites or apps owned and operated by the Third Party.

5.2 These services and products may either be provided under a Suncorp Group brand or the brand of the Third Party. Third Parties include:

Life insurance products are provided by TAL Life Limited ABN 70 050 109 450 AFSL 237848 (TAL Life) which is part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (TAL). TAL is responsible for the materials and information on the life and income protection products.

5.3 App Content may be displayed within the App, it may link to Suncorp Group Entities’ websites, or it may link Third Party Sites or Third Party Apps. When you follow a link to content not included in the App, a separate browser or app will open for you to view this content. This content could be hosted on a Suncorp Group Entity site, a Third Party Site or a Third Party App and external websites or apps not operated or controlled by Suncorp Group Entities are subject to the terms and conditions of the content provider.

You may be asked to consent to specific terms and conditions relevant for some App Content. These App Terms should be read subject to any such specific terms where there is inconsistency.

5.4 Subject to any applicable law which cannot be excluded (including the Australian Consumer Law), Suncorp Group Entities accept no liability for any content provided by Third Parties, the provision of Third Party services or products accessed through the App or your ability to access third party websites or apps through the App. The Suncorp Group Entities do not guarantee the products and services available from Third Parties and accessed through the App.

5.5 Third Parties may also collect your personal information. Please refer to clause 8 on Privacy for more details.

6. Access to the App

6.1 There are two levels of access to the App which may impact the functionality available as part of your App experience:

  • visitor access
  • customer access

Both levels of access require registration.

6.2 Registration

6.2.1 If you do not link eligible products to your registration, you will be accessing the App as a visitor. Certain content, features or services of the App will not be accessible with visitor level access. After you have successfully registered, you will need to validate your registered email via the link sent to the nominated address. You are required to notify us of any changes to your email address.

6.2.2 If you link an eligible product in the App, you will be accessing as a customer and you will have access to the available services, functions and features of the App. The App does not support all of our brands and products. The following insurance products are not eligible to add in the App: health, pet, commercial property, NSW CTP, SA CTP, ACT MAI and business. Products that are supported may have different levels of functionality available in the App, for example the ability to view only, or to also manage and change certain details. See clause 11.5 for details of products supported for claims lodgement in the App.

6.2.3 To register for the App you must select an App password, PIN or biometric log in if this functionality is available on your Mobile Device.

6.2.4 If you wish to interact with Suncorp Group Entity products and services, you must register your products and services within the App using existing product details previously issued to you by the relevant Suncorp Group Entity for the relevant product or service. Following initial registration of supported products and services, these products and services can be accessed using the App password, PIN or biometric log in.

6.2.5 Users can register the App on additional Mobile Devices following initial registration however you will be required to set up an App password, PIN or biometric log in specific to that Mobile Device.

6.2.6 Joint policy holders are not permitted to share login credentials. Each joint policy holder must register separately for the App and establish their own App password, PIN or biometric log in. During registration, each joint policy holder will be required to enter their own insurance customer identifiers.

6.3 Your Responsibilities for your Security Codes

6.3.1 Security Codes enable access to your products and services and must not be disclosed to anyone, including a family member or friend.

6.3.2 You should protect yourself from unauthorised log ins. When choosing your App Passcode, it should be at least 8 characters and contain at least 1 number and 1 letter. You should NOT choose an App Passcode which incorporates:

  • your date of birth;
  • your driver's license number;
  • a series of consecutive or the same numbers;
  • the same number as any Mobile Device Password or PIN;
  • an alphabetical code that is a recognisable part of your name; or
  • your email address;
  • your mother's maiden name; or
  • your child's name.


6.3.3 You can record your Security Codes to help you remember them but they must be reasonably disguised. You should NOT:

  • reverse the order of the Security Code;
  • say a disguised number is your Security Code;
  • disguise your Security Code as a telephone number;
  • replace your Security Code with letters (eg. A=1, B=2, C=3);
  • write numbers that contain the same sequence of numbers as your Security Code;
  • record it on any Mobile Device where it can easily be retrieved;
  • keep a record of it in close proximity to where it can be obtained with the access method (for example next to your Mobile Device) unless you make a reasonable attempt to protect the security of the Security Code; or
  • keep a written record of all Security Codes required to perform transactions on one or more articles at risk to be lost or stolen simultaneously, without making a reasonable attempt to protect the security of the Security Code(s).

These are only examples. There are other ways that you should not use to disguise Security Codes so as to make your Security Codes obvious to another person.

6.3.4 If you know or suspect that a Security Code is compromised, you are required to tell us quickly and without delay by telephoning our hotline number which is available 24 hours a day on 1300 786 277 to unlock the App.

6.3.5 You will have three (3) attempts to successfully enter an App Passcode after which time the App will lock and no access will be available. If you are locked out please call 1300 786 277 to unlock the App.

6.3.6 The App Passcode can be reset at any time within App by going to the App settings function.

6.4 Your Responsibilities for your Biometric Data

6.4.1 If you have chosen to use biometrics login, any of the biometrics stored on the Mobile Device will be used as authentication for your engagement with App Content including Suncorp Group Entity products and services registered within the App. These biometric details include fingerprints and Face ID.

6.4.2 You must not turn on Face ID access to the App if the Face ID stored on the Mobile Device is not the face of the App user. In addition, identical twins (or triplets, etc.) and Suncorp Group Entity customers under the age of 13 must NOT use the Face ID function, and must use an App Passcode as authentication, to prevent a ‘false match’ and possible unauthorised access to a Mobile Device and App Content.

6.4.3 You must not turn on Touch ID access to the App if the Touch ID stored on your Mobile Device does not belong to the App user.

6.4.4 If you allow anyone else’s Face ID and/or Touch ID to be stored on your Mobile Device and allow Face ID and/or Touch ID access to the App in breach of these App Terms, other people will be able to access the App Content and you may be held responsible for any losses you suffer as a result.

6.5 Your Responsibilities for your Device

6.5.1 If you suspect, or become aware, that your Mobile Device has been hacked or accessed without your authorisation you must notify us as soon as possible. You can notify us by calling our hotline number which is available 24 hours a day on 1300 786 277.

6.5.2 We recommend you setup a Mobile Device Passcode on your Mobile Device itself, in addition to the App Passcode to prevent unauthorised access to your Mobile Device.

6.5.3 Mobile Devices logged into the App must not be left unattended and you must ensure that you log out of the App when not using it and to lock your Mobile Device when it is not in use.

6.5.4 You must only install authorised and authentic applications on your Mobile Device and must not override the software lockdown on your Mobile Device (for example, by ‘obtaining root access’ on an Android device and ‘jailbreaking’ on an Apple device).

7. Restrictions on use of the App

7.1 The App is provided solely for bona fide customers of the Suncorp Group and registered visitors. You agree that you will not, (either yourself or through any third party):

use any robot, spider, screen scraper, data aggregation tool or other automatic device or process ("Automated Process") to process, monitor, copy or extract any web pages on any of our App, or any of the information, content or data contained within or accessible through our App, without prior written permission;

use any Automated Process to aggregate or combine information, content or data contained within or accessible through the App with information, content or data accessible via or sourced from any third party;

use any information on or accessed through App for any commercial purpose (including but not limited to market research, the provision of pricing estimates or 'shadow shopping') or otherwise (either directly or indirectly) for profit or gain;

use any device, software, process or routine to interfere or attempt to interfere with the proper working of the App or any transaction or process being conducted on or through it;

take any action that imposes an unreasonable or disproportionately large load on the infrastructure of or bandwidth connecting to our App;

reverse engineer, reverse assemble, decompile or otherwise attempt to discover source code or other arithmetical formula or processes in respect of the software underlying the infrastructure and processes associated with our App or, act fraudulently or maliciously in relation to App or software; or

copy, reproduce, alter, modify, create derivative works, or publicly display, any part of any content from any of our App without our prior written permission.

8. Privacy

8.1 Any personal information you provide within the App to a relevant entity of the Suncorp Group will be handled according to the:

Suncorp Group Privacy Policy;

the Suncorp Corporate Services (SCS) Privacy Statement ( to the extent that SCS manages part of the App and enters into certain Third Party relationships; and

where you transact within the App and/or acquire a product or service from us, the relevant Privacy Statement for that entity will apply.

8.2 The different Suncorp Group Entity privacy statements are available on the website of the relevant entity providing the product or service and are also available here: Suncorp, APIA, AAMI, Bingle, GIO, Shannons and CIL. These privacy statements are not available within the App.

8.3 Third Parties will also collect your personal information depending on your interaction with them. Third Parties collect your personal information in accordance with their own Privacy Statement which will be available on our or their website or directly from the relevant Third Party. Suncorp Group Entities accept no responsibility for the provision of Third Party privacy statements to you through the App.

8.4 If you grant App and SCS, as the collecting entity, permission to use your Mobile Device’s location information or provide your postcode, we will use and/or log this location information. This information may be shared with other Suncorp Group Entities to be used for security, audit, fraud and logging purposes as well as personalising some App functionality and providing you with useful information relevant to your location.

8.5 As a way of delivering relevant direct marketing content to you and curating your experience, the App utilises information we have about you, for example your product holdings and what you’ve been looking at. For instance, certain ‘articles’ or ‘rewards’ may be suggested based on your information. If you do not wish to receive marketing content curated in this way, you may opt-out of marketing and manage your preferences at the Marketing page in the Settings menu. You can also access this page by selecting the ‘three dots’ on the top right corner of any personalised marketing content in the App and selecting the ‘edit’ option. Please note this will not mean that you will cease receiving marketing material within the App, it just means any marketing you do receive will not use your information.

9. Suncorp Group Data and Cookie Policy

9.1 Our App uses "cookies" as a fundamental part of their interaction with your internet browser. Cookies enable us to provide you with a superior, customer-oriented service. A "cookie" is a small text file placed on your computer by our web server. A cookie can later be retrieved by our website servers. Cookies are frequently used on websites and you can choose if and how a cookie will be accepted by configuring your preferences and options in your browser. Cookies do not alter the operation of your computer or Mobile Device in any way.

9.2 Cookies are used on the App including any other sites linked within the App to enable online quotation and purchase processes. Therefore, if you wish to make full use of the App, or any of our other online sites, it is recommended that you accept cookies. Cookies may also be used to collect and use information for a range of purposes, including to maintain and improve the operation of internet sites across the Suncorp Group, to track user preferences and product requirements to customise any content displayed within the App and improve advertising relevance. We may also have an arrangement with Third Parties who may use our cookies to improve our advertising relevance to you on their sites.

9.3 Your marketing preferences can be edited any time in the ‘marketing preferences’ section in the Profile tab. This will ensure we do not use your information to serve personalised marketing content to you. Opting out of direct marketing does not make you anonymous. The App does not allow anonymous use.

For further information on the Suncorp Group Cookie & Data Policy, you can access this information here.

10. App Rewards Programs

10.1 The App may also allow eligible Suncorp Group Entity customers under its various brands access to a range of reward and recognitions programs which have offers and rewards including like discounts, membership, and loyalty programs.

11. Managing your Insurance Policies

11.1 The App may offer a facility for renewal payment of certain insurance policies with selected payment cards.

11.2 A binding insurance contract is conditional on the relevant Suncorp Group Entity being able to successfully charge against your nominated payment card and Suncorp Group receiving payment of all applicable renewal amounts due for the policy (or policies) being renewed (either in a single payment or where permitted in instalments).

11.3 Please be aware that when you use the App to manage and change your insurance policy, any personal information such as your name, address or insured property details will not automatically update on the claims database. If you would like to update your personal information on your claim, please get in contact with the relevant Suncorp Group Entity directly.

11.4 You agree that any personal information, such as your name, address or vehicle which you save on App or transmit to Suncorp Group as part of your claim lodgement will not automatically update on our record of your policy. For example, if you include your new address in your claim lodgement, Suncorp Group will not update your address on our record of your policy. Rather, the information you provide will only be used during the handling of your claim. If you would like to update your policy's details, please contact the relevant business directly.

11.5 Lodging a claim through the App is currently only available for certain insurance products. Currently, the App only supports claims lodgements for Home and Motor insurance products, with the exception of Strata, Third Party Damage and Compulsory Third Party (CTP). For more information on how to lodge a claim for products that are not supported, please call your product issuer or visit their website.

For the Home and Motor insurance products that are supported, you can lodge a claim through the App. If you choose to lodge a claim through App, as the information becomes available, notification will be provided to you in App on where your claim is up to and any actions required from you. This includes whether your claim has been accepted, and whether you need to pay your policy excess. Should you require any immediate assistance with your claims, please call your product issuer.

12 Weather push notifications

12.1. The App also provides customers weather push notifications to be sent to you should a weather warning be issued in circumstances where the postcode identified for your risk address may be effected by a weather event. We will receive a notification from the Early Warning Network ("EWN") and will distribute the weather warning to appropriate customers. Alerts will be applied to active policies visible through App, to their respective risk address (parking address for vehicles and home insured address for homes.) This feature is available automatically to all customers who register with the App and have an active product. If you wish to deactivate it, you may do so through your Notification settings within App.

12.2. Subject to any applicable law which cannot be excluded (including the Australian Consumer Law) we disclaim all warranties and conditions with respect to the weather push notifications, and are not responsible for any claims, losses, liabilities, damages, costs or expenses attributable to the weather push notifications functionality.

12.3. Your use of the weather push notification feature is subject to EWN's Terms and Conditions.

13. General

13.1 Unless otherwise expressly stated, we only offer our products and services within Australia. Some products or services may only be offered for sale or serviced in specific states or territories. The information provided in the App has been provided in accordance with Australian laws only.

13.2 The law applicable to the App, and to any complaints arising from the App is the law in force in the State of Queensland, Australia. By using the App, you irrevocably submit to the jurisdiction of the courts of the State of Queensland, Australia and any courts which have jurisdiction to hear appeals from such courts, unless the complaint relates to an insurance contract in which case relevant state or federal law will apply.

13.3 Should any term or part of these App Terms and Conditions be found to be void, unenforceable or invalid, then it is severed from these App Terms and Conditions, leaving the remainder in full force and effect, provided that the severance has not altered the basic nature of App Terms and Conditions.

13.4 You may not rely on our words or conduct as a waiver of any right unless the waiver is in writing. Conduct includes delay in the exercise of any right. Right means any of our rights arising under or in connection with these App Terms or otherwise, and includes the right to rely on this term. Waiver includes an election between rights and remedies, and conduct which might otherwise give rise to an estoppel.

13.5 Any fees and charges that apply to your products or services accessible via the App will continue to apply through your use of the App. You may incur charges from your mobile service provider for downloading and using the App. We are not liable in respect of these charges and we recommend you check with your service provider prior to using the App.

Fees and charges may be varied at any time without notice except where notice is required under any law or code in which case we will give you the required notice. Government charges, taxes and duties may also apply.

13.6 Whilst reasonable steps have been undertaken to ensure that App Content is free from error subject to any applicable law which cannot be excluded (including warranties under the Australian Consumer Law and Australian Securities and Investment Commission Act 2001 (Cth)), we do not warrant the accuracy, adequacy or completeness of App Content. All information is subject to change without notice. We do not guarantee that any App Content, linked external websites or any Third Party Site or any Third Party App will be free from viruses, or that access to any App Content, linked Online Suncorp Sites or any Third Party Site or any Third Party App will function as intended or be uninterrupted.

13.7 Since electronic services are subject to interruption or breakdown, access to App Content is offered on an "as is" and "as available" basis only. We may impose limits or restrictions and/or vary or withdraw any App Content, features or functionality (or part thereof) at any time and without notice for security, technical, maintenance, legal or regulatory reasons, or due to any material breach of these App Terms.

13.8 You indemnify all Suncorp Group Entities against any loss, cost, damage, expense and liability suffered or incurred by us as a result of your breach of these App Terms and Conditions, except to the extent caused or contributed to by our own negligence.

13.9 Subject to any rights you may have under any applicable law (including the Australian Consumer Law and Australian Securities and Investments Commission Act 2001 (Cth)), all Suncorp Group Entities and our directors, employees, agents, contractors do not accept any legal responsibility for any loss or damage, including loss of business or profits or any indirect loss arising out of or referable to any App Content, Site Content, User Content, Third Party Site content, Third Party App content, Third Party products or services, or access (or lack of access) to any website operated by any Suncorp Group Entity by you, howsoever caused, whether in contract, tort including negligence, statute or otherwise.

13.10 Unless otherwise stated, these App Terms and/or your access to the App may be terminated at any time upon notice to you for breach of these App Terms, where we reasonably suspect fraudulent activity associated with your account or if the App is decommissioned. You may terminate your use of our App at any time. However, all restrictions, and all disclaimers and exclusions of and limitations on our liability, will survive any termination.

13.11 Upon termination of these App Terms and your right to access to our App, you must not directly or indirectly access or use any part of our App.

13.12 App Content is either owned or licensed by us and is protected by copyright laws in Australia and overseas.

13.13 Except where necessary for and incidental to viewing or using the App Content via Mobile Device or App Content via your web-enabled browser or as permitted under the Copyright Act 1968 or other applicable laws, no App Content may be reproduced, published, stored (for any period of time) in an electronic or other retrieval system, adapted, uploaded to a third-party location, framed, performed in public or transmitted in any form by any process whatsoever without our specific written consent.

13.14 The App includes trademarks which are protected by law. All Suncorp Group Entities reserve all copyright and other legal rights with respect to our respective trademarks, whether registered or otherwise.

13.15 We reserve the right at any time to vary these App Terms for security, legal or regulatory reasons, or to reflect updates or changes to the services or functionality of our App, by publishing the varied App Terms on our website or through the App. You accept that we provide you with sufficient notice of any variation by making available the current version of the App Terms through the App, unless otherwise required by the law or any applicable Code.

13.16 By your use of the App, you are taken to have accepted the App Terms. By your use of the App after any variation, you are taken to have accepted the varied App Terms. We won’t change the terms while you are in the App, but each time you use the App you agree to the App Terms afresh.

13.17 No automatic update of personal information

Please be aware that personal information such as your name, address and vehicle's details, which you enter into the App will not automatically update on the records of your policy. If you would like to update your details, please call us on 13 11 55.