Worst Insurer with awful claims process
We insure 4 cars in total with Suncorp and have been loyal customers for a number of years, never having made a claim in the past.
But then we did need to make a claim...
My Partner (Stephanie) was driving our car on the highway at approx 100 KMPH when a truck in front of her carrying glass lost part of it's load. Glass shattered on the road in front of our car causing Stephanie to break and swerve suddenly and aggressively.
Upon pulling off the highway at the next exit (a couple of hundred meters away) Stephanie stopped the car and switche...d off the engine to assess the damage. When turning the engine back on, the car would no longer engage a gear, rendering the car undrivable. Stephanie called both Suncorp and RACQ. RACQ attended the scene and advised the car's gearbox had failed and would need to be towed, which then occurred, towing the car directly to Suncorp Mechanics.
Dishonesty of Suncorp
We have been insured with Suncorp Insurance since 1994. Our house, all contents, 3 cars all insured with Suncorp for all these years.
All payments come directly out of our Bank Account (direct credit). I have never spoken to anyone at Suncorp until recently and was appalled at the rudeness and blatant lies.
I had a car accident and did not want to use their chosen car repairer due to a previous incident many years ago using their chosen repairer months after the repair was done on my BMW is started to rust. I promptly had it repaired at my...cost and traded it in. Got rid of it in a hurry. As I wanted to choose who repaired my car, I was severely penalised by Suncorp. The other vehicle that was involved in the accident went to the Suncorp chosen repairer and had his car back in 3 days. While I was still waiting for an assessor to even come out and look at mine. 2 weeks later when I called to find out why when I spoke to a supervisor called Tim who quite candidly told me if I had chosen to go to my own repairer then I would have to wait. Excuse me!! Who pays for the policy? He then said the assessor was out there now I waited and no response, finally 5 days later an assessor rings me to let me know he has just been out and okayed the repairs and my chosen repairer could go ahead. When I called Suncorp to speak to a supervisor, Oh no none were available. The lies and dishonesty of this company is not only blatant but completely worrying.
Ridiculously poor customer service and claims process
Ever since we began the process of making a claim with Suncorp Insurance in March this year for a minor accident involving, we have had nothing but chaotic decision making. Within a few weeks they returned my excess and cancelled the claim without any discussion as they said the other party hadn't yet submitted their side of the claim, then they had to reinstate it later). Customer service has been poor, they sound helpful enough but there must be a systemic problem because effective action is rarely taken, always gong back to the beginning. Th...e only call I have had from them is to demand immediate re- payment of the excess. - it is still not resolved in October. Despite numerous interactions over the months, I sent a message through the website 2 weeks ago, the email reply said someone would contact me soon but have not had contact to date. Today I have waited 45 minutes on the phone to Suncorp Insurance and not been able to speak to anyone, in the end I was cut off without contact. We have many insurances with Suncorp and have had good interactions over the years but something has gone seriously wrong this year, looks like we'll have to seek out new policies with another insurer.
Great Overall Service
We were involved in an accident and put in a claim to Suncorp. Initially, I was a bit scared of getting into the claims process but coming out of it now, it was a breeze.
The entire process was really smooth and not stressful. From lodging the claim, to responses from the Suncorp car insurance team, to getting the car replaced was very smooth. Although the Suncorp app did not provide any updates on the claims process, the onshore team kept in contact with us throughout the process. I highly recommend Suncorp car insurance based on my experience with them. This is what service should look like.
We have car insurances with Suncorp. It’s been long and we never had an accident, 3 months back our van driver had an accident. We claimed it back in June 2019 first of all the tow truck they sent took ages to arrive, the Suncorp sent the van to gemini salisbury where the lwb van could not even be parked, so after few days when I called Gemini to find out how big the damage is they said they haven’t even looked at the van, while asking why they said the van did it even fit in their garage.. so I called Suncorp and let them know this is the prob...lem, so they moved the van to Gemini eagle farm. Now even after 2 and half months later when ever we call them to find out what’s happening with the van always the answer is same waiting for this part, waiting for that part. And when ever we call Suncorp the manager, the agents all of them have two answers we haven’t got relevant update from Gemini, or we can’t do anything if the parts are taking so long. At the end when ever we say what is the solution if the parts take another 3 months to arrive the answer is u will have to wait we have no control on that.. very poor service, no relevant answers, never try to resolve the queries.. have got another luxury Cars insurance with them ... will definitely move with another insurance company .. because cannot trust them anymore.. what a mistake we made.. will always regret.. -10 out of 10 very bad experience
Three Years with Suncorp
I have been three years with Suncorp. Started with vehicle insurance and then added home and content insurance later. Felt the price was good for the services the options they offer. Customer service has been good and quick to respond for quotes and renewals.
Suncorp motor insurance uses after market parts in other words cheap stuff.
Read your policy before joining with them.
Because they don't use proper genuine parts to replace the damage. They use after market parts or in other words cheap materials. On top of that they will only fix the major stuff the rest is not there problem. They will rush the job
they wont have to pay the overwrite fee.
Don't care about quality finishing they do cheap as possible.
I got my brand new car and the cheapest insurance I could find being under 25 was Suncorp insurance.
( what a mistake, regrets and I learnt my lesson)
anyways f...ew years down the track, when I actually need the insurance after a car accident they are not that helpful. First of all the communication is weak and not very helpful, I mean some of them are nice but really depends who you get.
insurance company not to deal with ever
Dont use this insurance as they are completely hopeless and lier. They come up multiple excuse to make pay you extra. Every time they say different things and speak different things to get money
Choose another insurance company!!!!!!
Insurance companies may be ok until you want to make a claim. I hit a roo, made a claim and 3 weeks after they haven't done anything about it. Is it a right off or repairable? If its repairable, it will be another 3 weeks of not having a vehicle. Don't insure with them!!!!!
- Verified customer
Poor Insurance Provider .. When You Claim
After having my car stolen .. Suncorp made me jump through hoops for my money ..
Delayed the claim.. Had to make contact with them Constantly..
At the end I had to pay out my full 12 month insurance ..
Most Insurance companies give a credit on cancelled insurance ..
After more than 30 years insurance with them ..
I will also be taking all my money out of there bank
I will not deal with them again
Bad Insurance Company . The fact they dont respond to reviews.. Says it all
- Verified customer
It should be called Suncrap Insurance...Absolutely disappointing & time wasting !!!
I had a no fault claim with suncorp and this was an absolute stuff up one after another by their rude call centre staff, Panel beaters who couldn't fix the car after taking multiple times, Car hire people constant harassment and threatening to take money from the deposit. Spoke to Customer relations still not fixed. from past 3 months. Logged an AFCA complaint but still not interested to resolve it. Absolutely waste of time and money, Not even worth 1 star..Crap service !!!
Don’t waste your money Suncorp are not a good insurance company in my opinion
My car was stolen 3 weeks ago, I reported it to my insurance company straight away to start with suncorp were quite helpful they ordered me a loan car, then after two days my car was recovered in Townsville with quite a lot of damage, that was three weeks ago, my damaged car has been sitting in the crash repairers compound since them it’s only just had its mechanical check and the quote submitted to Suncorp, the damage accessed at almost Nineteen thousand dollars with a couple of other problems still to be accessed, this car should have been ...written off but Suncorp elected the cheaper option I’m far from impressed with Suncorp insurance and once y car is fixed I’ll be canceling my policy and moving to a quality insurance company, I have found that Suncorp insurance don’t keep their clients informed during the claim process, August 22nd 2019 Update: Repairs and time frame My near new Kia Sorento V6 was stolen in townsville on the 15th June 2019 it had only done 7 thousand Ks, my car was recovered by the Townsville police on the 17th June 2019 with approximately 21K of damage, of that 21K of damage it had 6k of mechanical issues also needed 4 brand new Tyers, as I am a TPI pensioners with multiple orthopaedic problems I really rely on my car, so I made it clear from the start of the repair process that I wasn’t happy with it being repaired, as I have videos of my car being and bush bashed around Townsville streets and bush area’s thanks to a Townsville crime watch site on Facebook, as I said they have now had my car for over two months and today I get a text from the body repairer, saying they have just got my vehicle back from the mechanical repairer and that it had now joined the queue for its repairs, I was phoned by someone at Suncorp two weeks ago he told me he thought two months was a little to long, and he would find out what the hold up was and a time frame when my car would be finished, and he would personally ring the repairer every couple of days to find out the progress, today was the first contact I have had with the repairer for three weeks, the guy that rang me from Suncorp was named [name removed] I think he was some sort of manager don’t really know, but I thought he told me all I needed to know,but all they really tell you is 99% of crap just to keep you happy, I have just renewed my insurance only because I haven’t Got my car back as yet , but when I do suncorp can stick their policy where it fits they are by far the worst insurance company I have ever dealt with it will be back to RACQ for me, out of score of 1-10 I think 1 is being generous, Mick Townsville
Very disappointed in Suncorp
I insured a new car with Suncorp 5 years ago for just under $600/yr. Recently changed to an updated new version of the same car and they increased the premium to over $1200/yr. An increase over 5 year of 100%.
I averaged 12,000kms/yr and house the vehicle in my unit car port in a retirement village. No claims and regular DD payments. What are these people up to. Of course I'll be walking away.
My feeling? As an old age pensioner I believe Suncorp hope I won't notice the increase so why not give it a try. I know they'd reduce the premium if I c...
Try to make you look like a criminal!
Its been 2mths of a car insurance claim that still hasn’t been finalised. My car caught fire and was written off. My husband and I have been interviewed over the phone by investigations and had an investigator interview us at our home. Suncorp are very good at trying to avoid paying out and making their customers look like they’ve committed fraud. I’ve never had any issues with previous companies, am a rating 1 driver and have no criminal history or done anything wrong, same goes for hubby.
Ridiculous amount of time it’s taken and added unnece...
- Verified customer
Never had to use claim service with any other insurance company, but then I was unlucky enough to have my car window smash by god knows who tried to break into my car. Had to pay the excess since there was no witness or camera around, but that's just the standard I guess. Claim was pretty painless, even got additional rental car days because it couldn't get fixed on time and additional taxi fare because some warranty works need to be done after. I chose the repair company, so I really couldn't blame Suncorp for all the warranty work I had to do after the repair...as an insurance company, they have been very helpful throughout.
Thieves that only work for themselves!
This company is the worst! I was the victim of a malicious attack on my vehicle with a crazy man and a shopping trolley, he rammed my car for no reason just because he has a sad life. Everything was caught on CCTV, video recording of a witness and photos taken at the scene of the crime, I provided everything that would win the case for me. Suncorp lied to me, saying they would take him to court and that they had a phone recording of him admitting fault, then they called me and changed there mind about taking him to court 3 months later. Suncorp...put me through a lot of heart ache and false hope. They are liars and thieves and they only care about taking your money. They are happy to lie to me over the phone even though I provided the CCTV footage. Even though I would have won the case in court easily and got my $850 excess fee back, there was nothing in it for them that's why they didn't even bother. these people are rotten, I warn you not to go with them, they won't look after you at all, good luck and please choose a different car insurance company to go with.
It pays to shop for a policy
So after my insurance went up after i moved house i decided to do a comparison on policy/price. I came up with a saving of $48 a month. I spoke to suncorp and they couldnt match it or even come close. The company i chose asks more questions such as age, all drivers ages and a variety of k's traveled per year. Suncorp could do a lot better.
So relieved I'm insured with suncorp
Suncorp have been great to deal with. Under my new for old policy I get my brand new car in a few days with hire car up until I get it. Everything explained to me when I took out the policy has been honoured without any problems
If I could give 0 stars I would. Very disgusting from suncorp
I had a accident with my car which I was at fault it's been 2months and 6 days and still dealing with the claim. They are doing investigation on me. Why? I really don't know. Is because they think I'm a fraud or trying to do something stupid I'm not sure? . I've provided all information that they have asked which I have nothing to hide. I've been interviewed with a corporate investigator aswell. Now they are doing a forensic analyst on my car.. Why am I being targeted for I have no idea?. I have no criminal history or anything. Still dealing ...with this claim. Accidents do happen and I'm constantly going forward and back with the investigation team. This is very poor from there behalf And I'm the one who is dealing with all the headache . Do not get insurance with suncorp.
The customer does NOT come first!
I have lifetime new for old cover for my 6 month old car. Major damage caused in recent hail storm. They refuse to honor the lifetime new for old. Twice now!! Repair time keeps being extended and now looking at possibly May before car is repaired!! I didn’t spend $40k for my car to be totally rebuilt. They’ve had it since December. Stayed loyal to Suncorp for 7 years. No advantage for loyalty these days. Policy is a joke.
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|Category||Roadside Assistance Providers and Car Insurance|
|Contact Number||13 11 55|
|24-Hour Phone Contact||Yes|
|Online Live Chat||Yes|
|Other Insurance Types Offered||Health, Home and Contents, Income, Life, Motorcycle and Travel|
|Legal Liability Cover||Included up to $20 million|
|Roadside Assistance||Optional Extra|
|Reduced or Zero Excess Windscreen Cover||Zero Excess Included|
|Choice of Repairer||Allowed|
|After Accident Care|
|Hire Car after a No Fault Accident|
Included up to 21 days
|Hire Car after an Incident|
Included up to 21 days
|Essential / Emergency Repairs||Included up to $1,000|
|Emergency Transport & Accommodation||Included up to $1,000|
|Hire Car after Theft|
Included up to 21 days
|Child Safety Seats and Prams||Included up to $750|
|Lock and Key Replacement||Included up to $1,500|
|New-for-old Car Replacement|
If your car has been stolen or damaged in an incident in the period of insurance and we have agreed to pay your claim as a total loss, we will replace your car, if:
|Personal Property Cover||Included up to $1,000 per incident|
|Trailer & Caravan Cover||Not Included|
|Uninsured Motorist Benefit||Not Included|
|Accidental Loss or Damage|
|Theft or Attempted Theft||Included|
|Malicious Damage / Vandalism||Included|
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