How to contact Suncorp Insurance with a complaint
Like the trusted partner we are, we’re here for you through the good times and the bad.
Simply get in touch and we’ll respond to any questions or complaints you have regarding our service or products.
If you do have a complaint, follow the process outlined below so we can resolve things as quickly and fairly as possible.
If your complaint is in relation to Life Insurance, you can read more about our complaints process here.
Let us know
If you experience a problem, are not satisfied with our products or services or a decision made, please let us know so that we can help. Contact us:
By phone:
By email:
Customer.Relations@suncorp.com.au
In writing:
Suncorp Insurance, GPO Box 68, Sydney NSW 2001
In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.
What accessibility options are available to me when making a complaint?
We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.
If you require further assistance with making a complaint or understanding our complaints process please visit Customers In Need Of Extra Support for more information.
Review by our Customer Relations Team
If we are not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist. Here’s how to contact our Customer Relations Team:
By phone: 1300 264 053
By fax: 1300 316 047
By email: idr@suncorp.com.au
In writing: Customer Relations Suncorp Insurance, PO Box 14180, Melbourne City Mail Centre VIC 3001
Customer Relations will contact you if they require additional information or if they have reached a decision. When responding to your complaint, you will be informed of the progress and the timeframe for responding to your complaint.
We will provide you with an outcome within 30 calendar days from when we first received your complaint.
If you need more help on how to make a complaint you can access more information here.
For Compulsory Third Party (CTP) Claims Complaints
You can ask for the complaint to be reviewed
by email:
CTPSchemeCustomerSolutions@suncorp.com.au
in writing:
CTP Claims (GI008) GPO Box 1453 Brisbane Qld 4001
Suncorp's Culture Principles – Managing Complaints
Our culture principles guide our people and those who represent us, on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.
If you would like to learn more about our Culture Principles, you can access more information here.
Seek review by an external service
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the following external dispute resolution service.
Contact the Australian Financial Complaints Authority (AFCA)
AFCA provides fair and independent financial services complaint resolution that is free to consumers. Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere. AFCA has authority to hear certain complaints. Contact AFCA to confirm if they can assist you. You can contact AFCA:
Online: www.afca.org.au
By email: info@afca.org.au
By phone: 1800 931 678
In writing: GPO Box 3, Melbourne VIC 3001
For Compulsory Third Party (CTP) please contact:
Further Information
For further information, visit our Suncorp Complaints Management Policy in relation to complaints management.
Suncorp is a signatory to the General Insurance Code of Practice.
The Code Governance Committee is an independent body which monitors and enforces the Code and has powers to impose sanctions on Code subscribers for non-compliance.
Find out more about the Life Insurance Code of Practice.
