Suncorp

Still waiting a week now after we went to Capalaba branch with documents to unlock our SMSF account. Was verbally told a couple of days usually. It's our money and we can't touch it, damn wrong what they have done without telling us.

I have been a long-term Suncorp customer and have purchased multiple landlord insurance policies with Suncorp over many years. I have always paid my premiums and rarely made claims. However, after recently making claims and experiencing how Suncorp handled them, I am extremely disappointed and have completely lost confidence in this product. The… Read more

first issue I experienced involved a shower leak at my property. The tenant did not notify me or my property manager about the issue. Instead, the tenant attempted to repair it without my knowledge or approval, which resulted in further damage. I had no opportunity to identify the problem early or arrange a proper repair.

Despite this, Suncorp advised that the damage was excluded under the policy and declined the claim. This was extremely frustrating because this is exactly the type of unexpected situation landlords purchase insurance to protect against. If a tenant’s actions result in damage becoming worse without the landlord even knowing, it is very disappointing to find that the insurance does not provide support.

The second issue involved a tenant who stopped paying rent and left the property during a fixed-term lease. My property manager acted quickly to find a replacement tenant and minimise the loss. However, because the rental loss period was less than four weeks, Suncorp advised that the rent loss was not covered.

I was extremely surprised by this limitation. As a landlord, rental loss after a tenant leaves is one of the main reasons for purchasing landlord insurance. If a professional property manager does their job well and reduces the loss period, it should not result in the landlord receiving no support at all.

I was also advised that rubbish left behind by the tenant and cleaning costs were not covered. These costs can be significant, and the landlord bond is often not enough to fully cover rubbish removal, professional cleaning and restoring the property.

After paying thousands of dollars in annual premiums, I have to ask: what exactly am I paying for?

What concerns me the most is that these important limitations are not clearly highlighted when customers purchase the policy. These are not minor details — they directly affect whether a landlord receives any benefit when something goes wrong.

Instead, customers are expected to find these restrictions buried inside lengthy PDF documents and Product Disclosure Statements. Suncorp’s response was that “the information is in the PDS” and customers should read it themselves. However, important exclusions and limitations should be clearly presented at the point of purchase so customers can make an informed decision about whether the product is suitable for them.

I also recently tried to cancel another Suncorp insurance policy shortly after discovering these issues, just a few days after the cooling-off period ended. I was disappointed that Suncorp still charged a significant amount of premium and treated this as simply the customer’s responsibility.

In my view, if a product contains important limitations that are not clearly communicated upfront, the responsibility should not simply be pushed back onto the customer. Customers deserve transparency and clear information before committing to an insurance product.

After many years as a loyal Suncorp customer, I no longer trust Suncorp Landlord Insurance and will be moving my policies elsewhere.

Based on my personal experience, I would not recommend Suncorp Landlord Insurance to other landlords.

Had nothing but trouble lately. They take money from your account for Google pay and then block your account with Coles Online after you have called them twice about it. Considering changing banks .

Honestly, worst bank ever! Firstly they sold me as a credit card customer to another bank and did not even care to check with us prior. Then they couldn’t tell us if our direct debit to pay the account before interest is applied each month would… Read more

still work. In fact they knew nothing about it and told us to contact the bank they sold us to (who also didn’t know). Then I needed to transfer 20k and called them to ask how. They said I could temporarily increase my daily limit and transfer it automatically via pay id- first lie! I told them I’d transfer it the next day as that’s when I’m picking up the item. I did this and then they put a 24 hour hold on it. I called them and they said it would be ok, if I wait until the evening and call back they can push the transaction through- lie number 2. I confirmed the time of the call, but when I called at that time (while standing at the property of the item being purchased) they said get could not push It through and they just don’t do that. They refused to let me talk to a supervisor. I then asked to make a complaint and was put on hold to “put me through to someone” - lie number 3. They then took me off hold after 20 minutes and said “complaint made”. I asked why I wasn’t put through and they said they did the complaint for me. I asked what the complaint said, and barely got an answer. I asked what will happen next and they said nothing. Nobody will call me back and no changes will be made to their processes or desire to continually lie to customers. I asked what the point of making a complaint is, and they said nothing. The 20 mins on hold was just my punishment for not being happy about their constant lies and terrible customer service. I’m waiting for a term deposit to mature in a few weeks and then we’ll cancel all accounts

As a longtime customer I've finally had enough. Locked out of accessing account. Go into branch with documentation that they already had when account first opened. Transferred to another bank & wonder why I didn't wake up sooner. Show details

I recently visited your Capalaba branch and was very disappointed with the service I received. There was only one teller available, resulting in a line out the door. To save time, I attempted to make a deposit at the ATM. While the first set of… Read more

deposits processed successfully, the second set became stuck, and the machine issued a receipt stating that a teller was not available. After waiting in line for approximately 30 minutes, I was informed that it could take up to 45 days to resolve this issue. This is completely unacceptable. I understand that errors can occur, but the lack of support and long wait times for assistance reflect very poorly on the bank’s customer service. I hope this matter is resolved quickly and that steps are taken to improve service at this branch.

Absolute [Content Removed] service

I was previously a Combank customer for 45 years and changed my personnal and business accounts to Suncorp in 2013 due to the apathy and lack of service I experienced at Combank. I subsequently also moved my SMSF and Trust accounts across in 2018. I do 99% of banking on line and visit the Suncorp branch maybe twice a year when I have something… Read more

outside the bounds of what I can do online. I have always received prompt & helpful service when I visit the branch at Carindale, Qld. Yesterday, I went with my son to Combank because he wanted to transfer a large sum exceeding his transaction limits to my account. This ultimately took 1 hour and 45 minutes, all but 5 minutes of which was waiting for service. They then charged him a fee of $30 for the transaction. I had done a similar transaction with Suncorp to an external account for twice the value that took 5 minutes at the teller and there was no charge. That included a comprehensive check of the process, data and scam risk by a supervisor before finalising the transaction. I left an appropriate negative review for Combank but though it only fair to balance the ledger by acknowledging the good service I have received from Suncorp over the last 13 years.

New account new card.Dont do online anything.Able to use card at 4 major bank ATMs & eftpos so is good.A low use no fees pensioner account only..Very good so far Show details

I have been with Suncorp for over fifteen years. They have always given marvellous service, online and in the branch. The online banking website is very efficient and simple to navigate. I have both the Suncorp mobile app and the security app - both very streamlined, easy to use. They have an account that doesn’t have foreign currency fees! I have… Read more

been to their branches occasionally and the service was prompt and so helpful. Their security is excellent and they spot breaches very fast. I can’t fault them.

Suncorp (Insurance) USED to be excellent, now its just incompetence. I suspect they are now using OS call centres and haven't a clue what they are doing. I have several policies and had to make a claim, after going through the claim process only to find they had registered the claim against the wrong policy. I called back to be told that I would… Read more

have to wait until the next day and someone would call me back who could change it. After waiting they called to say they could only cancel the claim and do another one. I have been through the process twice and provided details and added an authorised persons details only to get a call again later to go through the process again and be told that there was no one listed as authorised except for myself, would I like to add someone. 3x times Suncorp, 3 times now! how many times do we have to do this - incompetent people or processes.

If I could give minus stars it would minus 100. Appalling and disgusting. Having been a Suncorp customer for over 30 years they took away my opportunity to keep my loan of 16 years merely on the basis that my late partners name was to be removed upon discharging my investment property. They’ve completely put me into a financial shortfall because… Read more

they want to take the majority of my settlement to close what could be a stand alone security. I will NEVER bank nor deal with them ever again. All my accounts will be closed business and personal and any other products that affiliates with Suncorp. Do Better Suncorp I will make sure my experience is shared with anyone else that deals with Suncorp to ensure no one else has to deal with this appalling bank.

Have been with Suncorp for many years. Never have I seen a bank fall from grace so fast. From their online service, to their two apps that you basically need to operate your finances with, some what. Wasting our time, all because this system is not working. There is a lack of knowledge of the product, a decline of educated senior staff. If this… Read more

had been the1st or second time I would move on. There is not enough customer service, not enough experienced staff, so I'm afraid we will be moving our business else where. Today it was the over the phone service, and the Morayfield store Qld. Tomorrow it will continue in other branches, after looking at these other reviews. Sandra Jones

Honestly this is the worst bank I've ever used .. I am a genuine customer of t or more years but I would strongly recommend people to start clear of Suncorp they are a painfull bank due to there constant maintenance issues ..

Without warning suddenly ALL Suncorp bank cards not working !!!! So no way of using our money. Had to leave petrol station without paying!!! Called Suncorp and no help!

I wouldn’t bank with Suncorp if it were the last bank on earth. My recent experience with their Know Your Customer requirements for a body corporate account was one of the most frustrating and threatening experiences I have ever had with a bank. They should be embarrassed; absolutely disgraceful. Suffice to say, we have taken our business elsewhere.

Bullies who engage in Illegal Cohesion, a Disgusting outfit! You can be 100% honest with them, nothing to hide and yet their AEOI team will contact you via email and bully you, threaten to lock your accounts and engage in illegal cohesion to paint you as the problem! It does not matter how much information you give them, it is never good enough! A… Read more

Sham organisation that needs a full audit by the Australian Government! Illegal and unethical banking operation.

Avoid this institution Disgusting behaviour. Controlling what you can and can not purchase. Won't allow you to transfer funds to a seller so we can finalise buy a motor vehicle. How do you expect some one to get a bill of sale if the seller hasn't received the funds . This institution now is now responsible for loss of deposit our . People just take your money out of banks use cash sale. To avoid tirent institution like this. Show details

I would give 0 stars if I could! The only bank I've ever known IN HISTORY that doesn't allow you to access your own transaction history if it is more than 12 months ago!???? I had to ring customer service which was absolutely no help, like ridiculously no help. I had to answer to most st^pid questions even though all ID questions etc were answered… Read more

and I was sitting there with my bank account logged in on my computer and phone app. ALL I needed was to see if there was 1 particular transaction on 1 particular day in 08/2024 and for the life of me it was like pulling teeth out. I ended up hanging up after 15 minutes wasted with no actual answer. I will be cancelling this bank account and using my ING and NAB account as per usual. What a joke!!!

I spoke to a [Name Removed] on the phone as I was having an issue with the 'secure token app' trying to make a transfer. He was unhelpful and just hung up on me after telling me to delete and re download the app. Very poor customer service

Why do Suncorp have an offshore team who can't help you? They just waste your time asking a lot of questions then have to transfer you. Then you get a recording stating that you need to call before 1.00pm. Why doesn't Suncorp employ more people so that third parties vehicles, damages by Suncorp customers can get their car fixed - and why do claims finish at 1.00pm? This is ridiculous. Show details

Seriously, counting the days until my term deposit matures so I can close all my accounts. What are u doing Suncorp… The new My Card has broken me.. 12 hours on hold and still haven’t spoken to anyone. Hopefully everyone will close their accounts… care factor ZERO… profits … BILLIONS. Shame on you … Show details

Worst experience I’ve ever had with a bank - again. Our unincorporated association banked with Suncorp from long before I became the treasurer. Since taking the role, a few interactions with Suncorp Bank have now ranked as the absolute worst I have ever experienced with any bank. First one was we had a user on boarded to approve payments, but… Read more

Suncorp couldn’t set up an APCA ID so they could approve batch payments, because it turned out the person had an account 15-20 years ago, and Suncorp had created a new one, and the system couldn’t reconcile the two, or combine them, or get rid of the old one. So the system was just confused and wouldn’t work for them. Over two days on the phone and in the branch, they couldn’t get their system to work.

Then they put a hold on our accounts randomly with no warning, saying they needed more documentation about our organisation. But this was all info and documents we had already provided in the past! We provided it once, block removed, then a few months later they have done it again! Are they just losing it? There must be major problems with their internal systems.

Tried calling them multiple times, the system says it has registered a callback, but they just don’t call back. Takes days to get responses to our emails.

Awful customer support, the worst bank I have ever had the misfortune of using. We are switching banks. Never bank with Suncorp.

After hours on the phone with Suncorp it took them over a month to confirm that an email I received was not a scam. They also threatened to block access to accounts without any explanation. Customer service is non-existant.

Zero stars. In my experience, USELESS insurance.I found dealing with Suncorp insurance an absolute nightmare.Their claims department is horrible to deal with, even for not-at-fault claims. Call centres are slow with long wait times and poor customer service.Also high insurance premiums to get any decent coverage. I will be AVOIDING Suncorp insurance and their many other insurance brands in future.