Worst Service Ever Stay away
My 87 year old mother whose husband has just passed made a home insurance claim for a burnt wooden pool fence which burnt the pool pump causing the pool to go green because no one will respond to her claim which was put in over a month ago.
Today finally she was able to speak with someone who told her the person handling her case was on holidays - so she still cannot get any help and the person she spoke told her they would not cover the cost of getting her pool back to good order she can pay for a pool person to come and treat it at her own...
I have been with Suncorp motor vehicle as well as house and contents insurance for many years and found them excellent in the past. I recently had cause to claim water damage to my 6mx 6m common living area.
I contacted their office and was advised that I had a $600 excess on my policy and that had to be paid before a claim could proceed.
The $600 was was ticked up on my credit card with indecent haste by the Suncorp girl before they wanted to know. I was informed the repairs to the roof was my responsibility and Suncorp would cover the interna...
Poorly managed insurance service
I could write a book about all my experiences but I'll stick to my current claim experience for landlord building damage due to a hail storm in October 2020. Suncorp honoured the claim and appointed a builder, and from there on sat in the background and let me engage directly with the builder through a builder's contact. However, the builder also sat in the background and outsourced their work to a sub-contractor. The customer service seemed to be ok with both the insurer and builder, but it's everything else that kind of fell through the cr...acks that results in my low score. This is in part due to the outsourcing that creates a fair bit of complexity. Also, the assessment is not very thorough - either they miss damage or they include buildings that are not damaged. This is in part because Suncorp Insurance leave a lot of the work to their builders - to assess & repair. Their approach is also heavy-handed I think. They get in a builder for what in my case turned out to be a fairly minor building repair. What I thought might cost $2,000 was priced in the builder's contract at over $10,000. It included a garden shed that didn't have any obvious damage. We only picked up on this after signing, so a shed was ordered and we are now waiting on a shed to be delivered that we then have to sell. The company they bought it from is itself rife with bad reviews. Delivery was meant to be in December but I'm still waiting. In the end I lost faith in their builder and exited the contract. Suncorp made good on an eventual cash settlement but the builder took a huge chunk in expensive fees - including a $400 fee just for their subbie turning up to look at the job with me and confirm details. That's always a valuable thing to do - never trust them to get the details right as they often don't. They neglected to include the electrical installation in our shed. Suncorp made good with any oversights or variations so that is a point in their favour, but when I looked closely at the shed they bought, and the fact that the roof repairs by the builder did not include matching the roof colours, I had enough. The shed was of a poor construction based on the 8 year old shed I had whose storm damage was no more than a scratch! The insurer agreed to refund me with cost to "privately" paint the roof to closely match the tiles that needed replacement, but the builder refused to do this work because "they couldn't provide a lifetime gaurantee" - so it became my hassle. Some other interesting points: The builder's contract included a skip bin - I looked up a typical hire fee that came to nearly $500 for the week. When I met the subbie on site I mentioned the skip bin to hold the rubbish. He said "what skip bin?" I said, the one on the contract. He said, "I don't know about that, I get rid of the rubbish myself. I went back to the builder and asked why you have included a skip bin when your subbie has already included rubbish removal and you would not believe their answer: "that's a standard inclusion, so it's there regardless". That's when it dawned on me just how much these builders and subbies are on a gravy train with the insurer who seems to be asleep at the wheel with all these extra charges that are NOT necessary - there seems to be very little in the way of auditing of their providers, and the outsourcing that is done routinely seems to be making that picture even more difficult and ripe for double-dipping etc. NO WONDER we pay through the nose in premiums when you see what these builders and subbies are charging and what they're getting away with. There's so many opportunities for the insurer to ensure money is not wasted on unnecessary building expenses but no, it's just wasted. That builder did bugger all and it ended up costing me over $4,000 out of the insurance claim I needed to make just to get rid of them. The only thing they were good at it seems was customer service - the chap assigned to me always got back to me and was very professional - unfortunately it didn't make up for the heavy handed process, high cost and incompetence - buying a shed from a company with terrible reviews, and to top it off, the building materials they did buy WERE THE WRONG PROFILE - cost me extra money to fix this. All of this made for a rather terrible experience. The only thing that seemed to be easier was the processing of an eventual cash settlement when my gut told me it would be a nightmare dealing with this builder and their subbie and I was better to quit and get the job done myself. When you cash settle Suncorp will be cagey with information that they believe is commercial in confidence between themselves and their builder - this can make it hard to chase down any parts that might have been purchased for the job. You are better to contact the builder - but they might just refer you back to the insurer - so after a cash settlement for a job that had already started, you can feel like you're in a bit of a limbo apart from the cash settlement (minus all their expensive quote/initial fees). If you do use their builder, ensure you visit onsite with their builder and assessor and check the details THOROUGHLY. Don't rely on their assessment of the damage alone. They might miss something that's damaged or should be included that was damaged by the storm or (and this is the more interesting one), include something to replace that is NOT really all that damaged - because they rely on their builder too heavily, it seems the builder (on the gravy train they seem to be on) seems to be keen to include stuff that doesn't really need to be included - a bit like a mechanic looking for issues with your car that are only minor - but end up causing more problems for you by touching what isn't broken. In my case they almost replaced my 8 year old shed that is of a good quality with quality frame support with a sub-standard one. My on-site visit with the subbie also didn't fill me with confidence. He couldn't even point out precisely where the tile damage was - my gut was to pull out, and it was the right decision I think, though in highsight I should have spent more time at the initial assessment before they started ordering materials. Don't proceed unless you are completely assured and confident with the builder and the scope of work! Ultimately it seems many of their suppliers (builders, subbies) are just seeing dollar signs and including stuff that's not needed, and will want to rush through the work. They don't seem to have truly respect you or your needs. When I was waiting for building materials to be dropped off, the subbie contacted me wanting to deliver them to our tenant ON CHRISTMAS DAY. Yep, you heard that right - never heard from him for over a week then wants to deliver on Christmas day. Unbelievable. Just advising you in advance.
Shocking and disappointing
All claims rejected despite my tenants destroying my property and theft, with police file numbers and pictorial comparisons. THOUSANDS of dollars worth of repairs. I pay Suncorp over $4000 per year for this insurance. Suncorp rejected all 3 claims. I have been with this company for over ten years. I am changing providers and never looking back.
Weasel named Suncorp
After being a Suncorp Customer for many years I lodged a claim for rain damage from a storm in early December last year. Nothing but delay and a strong suggestion that Suncorp will never progress my claim. They like you when you are paying them but not when you put their product to the test. Their assessor puts the cost at about $6000. Find a company that looks after their clients. Given my age I do not think I will live long enough to put the claim through all the hoops. Suncorp should change its name to "Suncorp Beware"
landlord insurance suncorp weasel out of claims
clear case of tenancy default in covid suncorp approved payment and claim then weasel out of paying the claim not an honest company happy to take premiums APIA troy s then dont pay claims after it was approved by 2 senior claims managers terrible customer experience gives insurance companies a bad name
Deceitful Dishonest Company When Paying Claims
Have multiple policies raise claims rarely had a rental default landlords policy- raised a COVID claim as tenant couldnt pay rent lost their job through COVID after paying for 2 consecutive years always on time troy technical "expert" who claims to know the policy terms backwards and [name removed] from customer relations dishonour the offer to pay the claim by their own company's senior claims managers [name removed] and [name removed] reversing their decision to pay just days earlier , just disgracefully poor experience gave me the run around...for over 1 month will need to take to AFCA and legal avenues as well dont ever insure with APIA OR SUNCORP as they are deceitful and not honorable try to weasel out of paying claims they agreed to pay claiming tenant was in ARREARS which is patently FALSE Suncorp/APIA take thousands in premiums and then fail to honour their own advice to settle a claim truly DISGRACEFUL gives Insurance companies a bad name.
29% RAISE IN PRICE OF POLICY .
Raised my home and content by 29% said it was due to the chance of flooding and bad weather that is expected this year (Laughable) .The kicker was the pretentious telemarketer telling me how nice my hardwood floors were as he obviously took a virtual tour through my house on line as we were talking .Personally I found it creepy and unprofessional.What I would like to know is if we don’t get the bad weather that Suncorp s professional weather forecasters have predicted do I get 29% back ? Or will I hear some drivel next year on why I’m paying another huge hike in price . Nice way to treat loyal customers through a pandemic with a price gouge
Lodged a claim for appliance burn out. It’s been four months and the matter is still not resolved. Requested the matter be escalated internally and they don’t bother. Threatened AFCA and they started paying attention, but it was short lived. Sadly this isn’t the first time I’ve had this experience with them. Cancelling my policies ASAP.
This is my experience of the Suncorp Spirit ! DO NOT USE THEM!
I Would not recommended Suncorp insurance to anyone. My investment property was damaged in cyclone Debbie in March 2017 and than further damaged by their builders over following next three years? Due to the mismanagement of my claim I have been left with a huge debt, I have damaged personal items and missing personal property . The property that is Unliveable and need to be rebuilt ! I would have been better off borrowing money from the bank to repair my property and not making a claim on my policy. Now I am in financial hardship because...of the time and costs to me from their mismanagement. I have made a claim with AFCA. This claim is still unresolved August 2020. How Fair is this ??? The only wrong doing on my part was choosing to change my insurance over to Suncorp . What a huge mistake to make !!
- Verified customer
I have always had 3-6 policy covers with Suncorp at any given time over the past 8 years just due to their reputation of not weasling out of their insurance claims.
I would have given 5 stars but originally our claim was rejected due to us not taking out 'accidental damage' cover on our policy. I thought it was a given that if you take out landlord insurance it comes with 'accidental damage' cover otherwise what is the point? It wasn't really explained to us that we would not be covered for it, so maybe a bit more transparency as there are so m...
Motor burnout terrible service
Have a claim for a solar system damaged by storm. Claim was made, excess paid day 1. Downloaded the app to monitor progress as they requested, advised the claim was approved, they wanted to review the quote. 1 week later, called for a progress update and they said the quote had not been forwarded onto a review department. I was told it would be updated as a priority as they had made the mistake. No call back, more phone calls following up and nothing. Was told on Friday I would have everything completed Monday. Just called again, told I would b...e updated by end of today (Monday), given another claims manager number - called that and told maybe next 24 hours. Not allowed to speak with my claim manager who has never called me, not allowed any contact details just a general number - his names is Deepak Camal. Pretty sure they are delaying this to get it over to the next financial year. I paid my next 12 months within 24 hours of getting the invoice a month before the policy begins - been over 20 years and had one claim 5 years ago. Every call gets a different answer, they make a mistake and have zero interest in making it right. Have no intention of staying with them after being a loyal customer, have had up to 5 different policies at a time. By the time you read your online complaints page with is 5 or 15 days for a return communication, this customer will be already with the opposition.
- Verified customer
Poor service in Claims
I had taken multi policy with Suncorp for Home, Investment Properties. I had lodged a claim for Storm damage in February this year after heavy rains and wind damage to roof of my investment property. They have taken 12 weeks to inspect roof and then blame external damage on wear and tear. Poor service and property is still not fixed. I have lodged complain with AFCA too.
I have been ringing every day since Monday asking for invoices for 2 building insurance policies to pay in full and never received after being promised after each phone call.
This morning I rang again to speak to a supervisor and ended up hanging up on the guy on the phone who would not put me through. Today I cancelled both building insurance policies and went with another provider. Waste of my time.
Worst advise ever!!!
I have been with Suncorp for few years now on multiple policy cars and home and contents (15%discount). I renew this year with an increase of 150%!!!! I negociate over the phone to get my home insurance down to 50% from the first quote who was $5000 to $2480 but still cannot pay full amount upfront. I am asking for monthly payement but need to pay an extra 15 % fees.... so I try to negotiate again but the supervisor advise me that I may look elsewhere if I can't pay....disgusting answer. They will push landlord to go without insurance or relocate.
BEWARE, you may be told your not covered when you lodge a claim even though you are.
Called claims to lodge my claim and was told I wasn't covered before the consultant even gave me the opportunity to lodge so they could assess the claim before declining or accepting it, ( turned out I was covered). Had to fight to put my claim though, was given incorrect information and to date we are at 12 different consultants in different parts of the company who have been in touch about this claim. If you are insured with Suncorp make sure any conversations you have over the phone are recorded and record any face to face conversation on yo...ur phone otherwise be prepared for a he said she said situation. Also always lodge your claim even if your told your not covered, because unless the claim is assessed and the whole situation is investigated how can a claims consultant tell you if you are or aren't covered.
Cannot understand their own product
Trying to renew insurance policy, 4 policy's with them. To renew house and contents and possibly a lower cover, spent 4 hours on phone and 2 visits to branch, still no success I have now three renew notices for three different amounts. They would not match RACQ but their review are terrible as well. Might cancel and renew after one day no insurance. Bet it will be hundreds of dollars cheaper for the next year!!
Suncorp ignores you and never work.
Suncorp Insurance is a horrible company.
I got robbed and damages on my rental house last Christmas 2019. Then the property manager claim to be fixed. They still doing nothing.
Hey Suncorp!! It's nearly March. When you can send you a builder.
This is my claim number: H030012637
Please do something right now!!!!!! please
Be very careful with Suncor if it’s a holiday home or rental
This seems to be a re-occurring thing with Suncor first year insurance cover is good and nothing is too much trouble yes we insurance will be fine
then the next year the prices go up incredibly they put us in a situation with our holiday house saying it had to be insured under the landlords insurance even though we weren’t renting it out total cost $600 more than normal
Went to another insurer and you guessed it $600 less for more coverage and $1000 less in access the girls are great when you ring up except if you’ve got a problem they quic...
Suncorp rip off.
Recently retired I decided to check payments. Was paying almost $4k a year so I got a quote from another company. Theirs was $2k for the same coverage. Rang Suncorp and they matched it. Would be nice if they paid me back for all the rip off over 35 years.
Questions & Answers
I have been quoted a high premium for home and contents because I was flooded in 2011. Can I get a lower cost quote without flood cover?
Does Suncorp Pet Dog Insurance cover treatment for Tetanus resulting from a deep wound injury.
What does like for like mean versus new for old when claiming unrecoverable items with Suncorp Contents Insurance policy?
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