SUNCORP AND AFCA - BOTH DISGUSTING
Lodged a claim for hail damage from a freak hailstorm in April 2020. Had Suncorp insurance for 25 years and also had a home loan for same time. Suncorp sent an assessor from Aizer Group to inspect roof and skylights. He took copious amounts of photos of my broken back veranda, UNDER my home and under my pergola. Bearing in mind none of these areas formed any part of the claim for hail damage. He simply used these photos to support the opinion that my home was in complete disrepair. Assessor stated that only 1 skylight was broken and roof not im...pacted except where hail went through garage roof (but this was my fault as there was rust on that one section of iron where the hail went through and apparently I should have known this and it was a maintenance issue]. I had a local roofing company do another inspection and they identified 2 broken skylights (they were also kind enough to tape the cracked dome on each skylight to prevent further damage]. I lodged this report with Suncorp and waited.......Eventually a female assessor from Suncorp called to advise that the claim was rejected but "as a favour to me" they would offer a cash settlement. The offer was paltry to say the least and did not even cover replacement of flashing/skylights. This Suncorp employee was the rudest and nastiest person I have ever had to deal with. I requested that an appeal of decision be lodged and eventually ended up with a Suncorp mediator. This person wanted me to authorise another assessor to attend and reassess the area. I declined as I was so upset about the previous photos and lack of details re the assessor. The report only had a first name and no other details. I then lodged a complaint with AFCA and that started another nightmare. Complaint was never within timeliness guidelines and after 7-8 months I still did not have an interim decision. I lodged a complaint with AFCA to complain about AFCA's lack of action as I had already had 2 different case workers. I was then assigned a third case worker who issued an interim decision in a very short period of time. I rejected this and it went on for an ombudsman to make a final determination. It was completely unbelievable. Even though the explanation of the decision stated that the offer from Suncorp was insufficient and that their assessor's report was incomplete and inaccurate, they ruled in favour of the insurer. Apparently I had a very specific type of hail storm over my property as the roof was not impacted but both skylights were smashed and I even have pictures of the large hail from inside the skylight in the bathroom. The uncanny thing is that the house directly behind me is getting a new roof [no broken skylights even] and even 2 doors up. I would review Suncorp in the negative of stars if it was possible. in the process of closing all accounts with Suncorp
Had to waste the Australian Financial Complaints Authority's time to resolve my simple claim...
If you are fed up with being messed around by Suncorp Insurance, then go through the Australian Financial Complaints Authority (AFCA) to force Suncorp to resolve your claim. Here's my horror story...
I submitted my first ever insurance claim (a council tree fell on my rear fence during a storm) on the 28th of February. I received an automated response that my assigned client manager would be in contact within 1 business day. I waited and waited but she didn’t call, so I called her.
On that first phone call, my client manager strongly recomme...nded that I use Suncorp's preferred construction firm Watermark. After this initial call, I went and researched Watermark. The reviews online were terrible and everyone was warning against using them, especially in regards to insurance claims. Later that day I called my client manager back and voiced my concerns about Watermark, telling them about the bad reviews I had read online. My client manager told me to take what I had read with a big grain of salt and that she would happily use Watermark to do repairs on her own house. Further, I was advised that if I didn’t use Watermark that I wouldn’t receive Suncorp’s Lifetime Repair Warranty. I reluctantly agreed. The following day (on the 3rd of March), Watermark promptly sub-contract Ben Gillette Constructions to remove the old fence. My client manager informs me that Ben Gillette Constructions (while they are removing the old fence) will also be undertaking the onsite assessment report. Ben Gillette Constructions arrives and I start pointing at where the tree fell. Ben Gillette Constructions tells me that they have not been instructed (by either Watermark or Suncorp) to do an onsite assessment report. Ben Gillette Constructions therefore takes no photographs or notes. They remove the fence (as instructed) and then leave. No one else comes around to the property to do the assessment report.
landlord insurance 26% increase this year
I have a few investment properties insure with them. One is due to renew and when I check the price, I was almost fell off my chair. I called them up and they said that due to Covid 19 that's why they increased the price. To make me happy, they lower the price by a few hundred but still more expensive than other
Trying to get the work done after claim approved - hopeless!
Lodged a claim in January 2021. it took Suncorp about a month to approve the claim. I paid my excess then as well. Since then....nothing. They sent me an email saying it was going to be repaired within two weeks. That didn't happen. Then I sent them an email wanting an update. No response. Sent another email. No response. Not good enough Suncorp!
Zero Stars If I Could
We joined Suncorp Home and Contents because they seemed to have the right type of cover that we needed. Of course, we could only go on the anecdotal evidence of others on claim payment experiences and it seemed that all the insurance companies are much of a muchness. Well, cue recent storms in NSW. We suffered severe water damage to our rear living room and hallway. It was pouring through the ceiling, architraves and light fixtures. Claiming contents was straightforward and we had a "make safe" tradie out very quickly to secure the damage from ...spreading. Good start, you would think. We've never made an insurance claim before so we ring up and speak to our Case Manager. He's super friendly at the start because he's got a bunch of newbies to deal with. Now let's talk the claim for the building work. They send out an assessor who does a review and misses several things. He also mentions that because the damage is so new, we may wish to report further damage in a couple of weeks once things settle. He was right, more damage became apparent once the water had settled and so Suncorp sent out a second assessor to include the things that were missed. The second assessor shows up, can't get his laptop to work, doesn't take any notes but then discusses with us the damage that needs fixing. He says he'll include it in the report but the final say lies with Suncorp. Second report comes back, information still missing. Here's where the fun begins. Now that we start giving this the proper attention it deserves, our case manager is no longer friendly chappy and in fact raises his voice to us every time we try to question something that is of concern. Thank goodness for recorded calls. We question who the final decision lies with and he tells us it's the assessment company. When I tell him that the assessor said otherwise, I don't get a clear response about who makes the final decision. Cue several back and forth calls trying to get things moving while they continue to give us the run around and no clear answers. He requests that we follow up with the assessment company ourselves. We proceed to get our builder to come out and look at the damage and he provides an assessment for work required and quote. We also send this to Suncorp. Our Case Manager gets someone else to call on his behalf and she spends almost an hour talking at us over the phone about how our damage is due to movement and not water damage. Husband and I are perplexed at this outcome because the ceiling is crumbling all over the floor from the wet plaster AND we'd been advised by Suncorp's own building company, RPF, that the ceiling would have to be replaced. We had to repeat things several times and it seemed that simple comprehension was beyond her. We were belittled repeatedly, told many times we weren't builders, that Suncorp were just the messenger and that in fact, us sending them the quote was only half the work we should have done and we should be sending them every line item budgeted for...in other words, do their job for them. Finally, we find out that she's talking about movement in another part of the house for which we have not asked for any repairs to be done! I don't know how this didn't click for her an hour prior when we were repeatedly talking about the ceiling replacement due to water damage and not the hallway. Now, we await an internal assessor to come out. Suncorp staff do not care about their customers. Their customer service agents are rude, surly, arrogant and have no problems raising their voices at you repeatedly. They have zero empathy and very poor listening skills. Doesn't matter that we pay good premiums and just want what's fair. The insurance industry needs better regulation to stop such poor behaviour on the part of insurers. I wholeheartedly DO NOT recommend them. Our friends who had water damage and are with AAMI had their case resolved so quickly without all this drama. We'll be taking our money elsewhere.
Suncorp Lied About My Claim and Treated Me Like a Criminal
I firmly believed Suncorp was the best insurance company to have my contents insurance with, but how wrong I was. Christmas 2020 this year friends invited us down to Melbourne for Christmas / New Year flying was not an option as with 3 young children and our little dog that hates been left alone.
We were so excited even the 2700 kilometres of travel did not phase us we were all excited to head off on a family road trip together, especially considering I have been battling brain cancer since 2014 when doctors gave me just 3 weeks to live at Ch...ristmas 2014. So just the excitement of been altogether would be so great. What we dis not count on for what happened whilst away in Melbourne some low life broke in to our shed and under home storage and helped themselves to all my Pioneer DJ and Karaoke equipment approx $40,000 worth of my personal sound and lighting equipment. We did not notice this until several days after our return. I called the police the came out and inspected and said they would get back to me with a QP crime number for insurance purpose. When I called up Suncorp and advised them they said they would need to do a desk top assesment if it was 10 items or less I said I do not know exactly until I go through the shed and inspect under the house storage they said that is okay do I have proof of ownership invoices or photos etc I said yes they said no problem you will need to pay the $600 for the excess before the claim can proceed. I said okay no problem I asked how long the claim would take to process I was advised 1 to 2 weeks. They Lie the claims process went on and on delay after delay oh we need another 224 to 48 hours to finalise. Two to three more days pass they said the claim is still under review due to the nature of the items, I said so what now they said they needed another 24 to 48 hours again more lies so I callled them up and asked them could they please partial settlement for the video projector that was damaged and left behind as I needed for my little girls birthday party they said this should not be an issue they would let me know in 24 hours, again nothing happened called them again they said the claim has been referred to an outside assessor I said what happened with the desk top assessment they said to many items I said some of the items are lead bundles so how is this to many items I am not responsible for what they took or left. Anyway I agreed to meet the assessor at my home he was with me for around an hour and a half he said this claim is harder than normal as this is specialty equipment and could not be replaced at Harvey Norman or JB Hi Fi I said JB can replace my Pioneer stuff he said he would take the information back and type up a report for Suncorp and submit his report. Well 10 more days past and Suncorp said they will still awaiting the report from the assessor I started to get the craps they said they would follow it up and advise if it would be replaced or a cash settlement was I okay with this I said either way I am okay. Well another week went past I called again and they said the file has been referred back to Suncorp Internal Investigations then the delay game started all over again. Then I lost it with Suncorp they advised they would not proceed with with my claim until an external investigator had investigated my claim further I said for Christ sake why. Oh because your file was flagged because you claimed a loss on the same DJ gear prior Christmas I said not true it was a fusion claim and totally different gear and I offered you guys all the fused gear, but was advised to dispose of as I felt fit to do so I kept it on my garage shelf again offering to them. The investigator was rude, antagonistic and more or less accused me of insurance fraud I told him to get out of my home he demanded phone records toll records accommodation proof of Melbourne fuel receipts etc, he even said I lied when taking out my policy to the suncorp oover the phone I said how did I lie he said you were asked have you ever had contents insurance before you said NO I said that is not true bring up the phone recordings and then you can apologise he said I have a copy of you original policy dictation verbatim I said great then best you review it and supply me with a copy I insisted on a copy they said they would suppky but failed when I challenged them they agreed that I never denied having insurance prior and their girl marked it wrong they also said the investigotor could have handled things in a nicer non antagonistic way. I said so what now they said all should be okay for your claim to proceed more lies.
Claim not approved
I have been with Suncorp Insurance for over 15 years and rarely make claims with them. I had a ceiling collapse at my investment property and after months of waiting and having to constantly chase the claim manager they eventually came back to say they would not approve the claim on the grounds it was a maintenance issue. How do you maintain a ceiling seriously?, it's just typical insurance companies nowadays, happy to take your money for nothing. Suncorp used to be good, but now they are just as bad as the rest of them.
Karratha quote must be a joke
Online quotation for a 2008 built typical 'Broome style' 4x2 single storey investment property in Karratha was $14,250 if paying annually.
Other insurers were around $8,700 if paying annually.
My current insurance with GIO is around $7000 paid annually.
Are they for real?
I have been with them 2 years. They determine the value of your house and what the insurance rate will be. In my case, a very moderate home was insured for 580k replacement value, when l could easily get it bulldozed and rebuilt for 400k. I reassured with a competitor for 400k for about 30 percent of what l was paying Suncorp. The competitor allowed ME to insure the home for the amount l believed it would cost to replace the home. A big difference.
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
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?
If its a tv they wont care what u paid for it suncorp compare it to cheapest tv you can by they wont do it buy brand they think cheap tvs are the same as big brand name tvs insure elsewhere suncorp are the worst misleading company you can find dont trust them
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