Frequently asked questions for Suncorp Insurance customers

Supporting our gender diverse community.

We're committed to ensuring our products and services reflect the diversity of our community. We’re reviewing our systems as they currently only request Male and Female. If you don’t identify as Male or Female and you would like to obtain an online quote and/or policy, please select the gender you are most comfortable with to proceed, and record the quote or policy number.  If you would like for us to acknowledge your correct gender and ensure you are included in future system changes, please call us on 13 11 55 with the quote or policy number, or just call us direct for a quote.    

Please note we are only able to acknowledge non-binary gender for:
Motor Comprehensive , Third Party Property Damage, Third Party Fire & Theft, Motorcycle, Caravan & Trailer, Motorhome, Boat, Home and Contents, Contents only, Home building only, Landlord & Strata products.

Your policy number can be found on your certificate of insurance. Or, you can find it through our online policy finder.

Quickly and easily access your Certificate of Currency via the Suncorp Insurance App. Alternatively, you can request a copy through your My Suncorp account.

Your Certificate of Insurance will be sent to you when you buy a policy, however, if you would like to request another copy, you can do so through your My Suncorp log in.

Each of Suncorp's insurance products utilise a five-stage product lifecycle (Design, Delivery, Review, Enhance/Modify and Decommission). This approach allows us to put you, the customer, at the centre of our product development and distribution.

• Product Development and Distribution Policy

Track the progress of your claim online in your My Suncorp account or via the Suncorp Insurance App.

You can track the progress of your claim online in your My Suncorp account or via the Suncorp Insurance App.

We are entitled to investigate your claim, to make sure your claim is genuine and falls within the scope of the policy. You will be asked to prove that you have suffered loss covered by your policy. This includes establishing that the loss occurred in circumstances consistent with the other known and confirmed evidence, and that your version of events is credible. We base this on your responsibilities to provide relevant information to assess your claim under General Insurance Code of Practice.

When investigating a claim, you will typically be asked for:

• financial records including bank statements, credit card statements, loan statements, lines of credit and mortgage documents;
• information relating to the insured property, such as proof of registration and service records in a motor vehicle claim;
• telephone records; and
• criminal history or driving history where you were required to disclose this information when you purchased the policy

To update your personal details, register for Suncorp online services on our website. Once you’ve logged in, find the applicable policy in the list, click on it and select ‘update details’.

The Suncorp Insurance App is for Suncorp insurance customers. It allows you to get your home, car, and life insurance sorted, all in one place.

You can read more about the app and what it’s capable of at suncorp.com.au/insurance-app.

You can download the Suncorp Insurance App on the Apple App Store® or Google Play Store™, or simply search ‘Suncorp Insurance App’ in your app store.

Download the Suncorp Insurance App.

You can get in contact with us by dialling 1300 786 277 or by emailing appsupport@suncorp.com.au. Our app support team is available from 8am - 9pm AEDT on weekdays and 8am - 8pm AEDT Saturday and Sunday.

You can use both to manage your insurance policies. However, if you’d like to receive mobile app notifications and alerts about your policies, you may prefer to use the Suncorp Insurance App.

You can link eligible Suncorp insurance policies^# to the Suncorp Insurance App via the app itself. You'll just need the policy number.

Just select 'Add a policy' option, then 'Add an existing policy'.

^# The Suncorp Insurance App is not available, or fully available, for all policy types or claim types.

The following error messages may occur:

1. 'Please enter a valid policy number'
   This means the policy number that you’ve entered is incorrect or the policy is not valid. You may use the ‘Find my Policy’ link to help locate your policy details.

2. 'This product is unsupported'
   This means the product you are trying to link is not supported by the Suncorp Insurance App.

You can use the 'Policy Finder' tool in the Suncorp Insurance App.

Just choose 'Add a policy or get a quote', then 'Add an existing policy'. Then tap on 'Forgotten your policy number?'.

Enter your name, date of birth and mobile number. We'll send a confirmation code to your mobile. Simply enter the code to reveal your policy details.

You can easily reset your PIN or password from within the Suncorp Insurance App.

• You can reset your password by selecting the 'Forgot password' link on the login screen and following the prompts.
• You can reset your PIN by selecting the 'Forgot PIN? link on the login screen and following the prompts.

Tracking the status of your claim in the Suncorp Insurance App is easy. After you've made a home or comprehensive motor insurance claim, you can view the status of your claim on the app homepage, in the relevant policy tile.

You can also ask Scout, your virtual assistance for progress on your active claim.

Yes. The Suncorp Insurance App allows you to lodge and track a claim for home and comprehensive motor insurance products from Suncorp Insurance.

The Suncorp Insurance App makes it easy to lodge your home and comprehensive motor insurance claim and stay up-to-date every step of the way.

You can also book your car into a repairer, pay your claim’s excess and view your claim details including claim number, status, property or vehicle details and excess amount.

You will need your CTP policy number to link the policy in the app. Some states may not include the policy number on your CTP documentation. To get your CTP policy number, simply call 1 300 SUN APP (1 300 786 277), and our support team will be able to assist you.

Yes, you can download and access the app when you’re travelling overseas.

Please make note of the data and download charges applied by overseas carriers, and track your app usage as necessary to avoid large bills.

Customers can provide feedback on the Suncorp Insurance App within the app itself. Click 'Support & information' in the top left-hand menu, then click 'Send us your feedback'.

Alternatively, you can leave feedback over the phone by contacting the Suncorp Insurance App Support team on 1300 786 277.

The Suncorp Insurance App is available for both iPhones and Android phones.

Although we've ensured it works on most versions of the iOS and Android operating system (OS), to ensure maximum compatibility we recommend you update your iOS or Android OS to the latest version.

Financial information which is accessed using your device is not stored within the app at any time, and access to your account will still require a valid PIN, passcode or biometric to be provided.

If your device is lost or stolen, or you’re worried that your device may have been compromised by a virus or a malicious software application, then please call us on 1300 786 277 and we can deactivate the Suncorp Insurance App for you.

The Suncorp Insurance App uses a range of security features including real-time fraud detection, security encryption and multi-factor authentication (we check both your login details and the device with which you’re connecting).

We also highly recommend that you setup a PIN or passcode for the lock screen on your device, and that you do not store your logon details within the device itself, or along with it in a written format.

My Home allows eligible Suncorp Home Insurance customers* to view a list of suggested home maintenance tasks. Once those tasks have been performed they can be marked as complete. You can also add calendar reminders from the app, allowing you to stay on top of future tasks.

Please make sure you only do what's applicable to your home, on your property (i.e. not common property) and what you are safely able to do.

For more information, click on 'Read More' to check out the video instructions.

*Eligible customers include Suncorp Home or Home and Contents Insurance customers.

My Home can be accessed via the Suncorp Insurance App. Just launch the app, tap on an eligible Suncorp Home Insurance policy, and tap the My Home banner.

If you don’t already have the app, you can download it today! If you do and you can’t see the My Home banner, you may need to update the app.

My Home records the home maintenance tasks you mark as complete around your home and the date completed.

In addition, My Home uses:

• your policy number, and
• your login email address.

The My Home feature is an educational guide only to help you improve the safety of your home and stay on top of your home maintenance tasks.

Your My Home data and related analytics will be used:

• to provide My Home features and functionality, including technical support; and
• for our customer engagement, product and service research and development.

It will not be used to make any decisions about an insurance policy you hold with us, will not affect your home insurance premium, or any claims you may make.

See also the Suncorp Insurance App Privacy Policy.

Please contact the Suncorp Insurance App support team. Phone 1300 786 277 or email appsupport@suncorp.com.au.

We love your enthusiasm but unfortunately, no, the tasks are set. But we would love to hear your feedback via email on appsupport@suncorp.com.au or phone on 1300 786 277.

Chat to the contact centre team on 1300 786 277 or email appsupport@suncorp.com.au.

Please contact the Suncorp Insurance App support team on 1300 786 277 or email appsupport@suncorp.com.au.

That's ok! My Home is only meant to guide what you should be doing around your home. What you actually do is completely up to you - do what's applicable to your home, on your property (i.e. not common property) and what you are safely able to do.

You will need to be an active Suncorp Home Insurance or combined Home and Contents policy holder to be able to access My Home. It’s not available for Strata, Contents only or Landlord policies.

Yes, you will need a reliable internet or Wi-Fi connection to access the Suncorp Insurance App and My Home.

You can use an iPhone, iPad, or Android device to access My Home through the Suncorp Insurance App.

Yes – it is up to you. The task frequency mentioned in My Home is based on advice from tradespeople, but is only a recommendation.

Once a task has been marked as complete in the app, it will remain marked as complete until the suggested timeframe has passed and it is listed as an available task again – but you should definitely feel free to do them as often as your circumstances require!

No, don’t worry. Our aim is just to help educate our customers on home maintenance tasks in order to keep their homes safer and reduce the risk of damage. It won’t impact your premium.

We are working on this, watch this space!

Your list of tasks will be assigned to a policy number. So as long as each of your properties has its own policy – and so, its own policy number – you will be able to record tasks for each individual property.

My Home is not yet available for Landlord, Contents Only or Strata Insurance policies. Of course, you are welcome to complete the suggested tasks for properties with those policy types, but you won’t be able to record them in My Home.

Yes. Joint customers will each be able to see the list of tasks in the Suncorp Insurance App, as long as they can view the associated policy.

Once a task has been marked as complete by one of the joint customers, it will be shown as completed for all. The task will remain completed until it shows up in the list of available tasks again. If two or more customers are trying to mark the same tasks as complete at the same time, they’ll see an error message. The task will be marked as complete once they refresh the screen.

My Home is a guide on what you can do around your home to help make it safer and maintain your greatest asset. Whether a claim is covered depends on the terms of your policy.

My Home is only available to customers with an active Suncorp Home Insurance or Home and Contents Insurance policy. It’s not available for Strata, Contents only or Landlord policies.

The provided task list is a guide to assist you to maintain your home. Please make sure you only do what's applicable to your home, on your property (i.e. not common property) and what you are safely able to do.

At this stage we don’t have professional tradespeople we recommend you use, to talk to for advice, or complete the tasks.

No, our aim is to help educate our customers on how to keep their home safer and well maintained to reduce the risk of damage. This is only a guide to help customers know what tasks they should do and when they should do them. It won’t impact your premium.

If you experience a problem, are not satisfied with our products or services or a decision we have made, please visit our Customer Relations & Complaints page to access more information.