On hold for more than an hour
Trying to reach Suncorp home claims to follow up on the status of my claim, currently waiting over an hour to get through. Previously waited more than 45 mins on two occasion to get through.
Now I regretted having my home insurance with them.
- Verified customer
Will do anything not to pay you out... Disappointed, have been a customer for 13 years.
Have been a loyal customer for 13 years, have all my cars, loans, banking, home and business insurance with them. In the last 13 years have claimed about 6 times. Each claim getting more difficult. Last straw, I had a specified item insured under my contents insurance for the past 5 years, it gets stolen out of a vehicle on my property. I have to use the APP to make the claim as holding on the phone for over 30 minutes really got to me. They emailed that my claim needed a quote and pictures. I sent them through. 3 weeks later still did not hear...back from them. Finally spend over an hour on the phone to be told "that item isn't allowed on the policy" This is SUNCORP's fault, they sold me the policy and I asked about insuring this specific item. Yes I paid extra a month to have it on there. OUTCOME: I can get a payment this time but I will have to pay the $500 content excess not the $100 specified item excess and they will be removing the item from my policy. I'm actually really annoyed that I had to contact them to find out why it was taking so long. They seem like they were trying to avoid the situation. I will be looking to change companies very soon.
Do not use suncorp insurance
My house flooded overnight when the washer drain pipe split
i phoned them at 8 am straight away to tell them what had happened and to see if they could send someone to assess the damage
It is now 6pm and still nobody has been out to assess the damage
i am sitting surrounded by soaking carpet
they say the jobs have been cancelled 3 times, admittedly by them
they where however officiant at one thing
taking the $600 excess from my bank account ...do not use suncorp #soggyfloors
Treated like I was the criminal & claim denied
I have been insured with Suncorp Approx 10 years & never once made a claim. When my house was broken into & had major damage & theft my self, my family & neighbours were treated like we were the criminals that did this. We were all interrogated for at least an hour. Not only that they turned up to the interrogation up to 3hrs before the agreed time & demanded to do it then. They were nasty & rude to us in their approach.
Despite one of the criminals who actually did it being caught & charged prior to the interrogation & witnesses to the break ...
suncorp don't pay
i had my home insured with suncorp for 10 years , had a storm in february 2018 a brick pillow got damaged and and it stead of fixing it , they sent a engineer , who just happens to look at all their claims ., wrote a 4 page report saying it has had deterioration over years that's why it fell in the storm and did not have it fixed, but years before that one of my drives back into a fence in a truck , and took a chip out of a brick , and it was insured with suncorp , they had a report the report said the fence had deterioration over ...the 25 yrs and was on a lean and in poor condition, but suncorp replaced the hole fence and sent me the bill which i payed , suncorp will only pay if they can get the money out of some one , other wise will not pay
Terrible Services and so unprofessional!
My investment property home loan is Suncorp. This year they tried to call me several times to sell their insurance. But the sales used my home address as the insured address, I just found out when I did the tax return for my investment property. I just want to ask them, do you buy the landlord insurance for your residential property? They want to charge me $35 for the changing address. I said please cancel the insurance due to the unprofessional service. They cancelled it and charge me $33 for the Cancellation. So unhappy conversation on the phone and I will never use any product from them again!
Lodging a claim
I tried to lodge a claim fir accidental damage to a TV that was destroyed by removalists.
The claims lady asked if it happened at the new or old address? Answering honestly I stated I had no idea just the screen was broken.
It’s covered by accidental damage under the policy. But it sounds like it happened during transit so it’s not covered.
How can she determine it happened whilst wrapped in blankets or before they put it in the truck without blankets?
They carried 3 TV’s only one was broken luckily the cheapest one..
Should not be in Business
Was insured with Vero, (the trading name under Suncorp) in excess of four years. Had never claimed previously.
Suncorp has not settled the cost of the major damage to my home. The burst pipe event occurred January 2017.
Suncorp refuses to fairly assess the significant damage to my home.
The ombudsman was not a service to trust to assist. The insurer has breached the code of practice by not demonstrating utmost faith in assessing and processing my claim. There is no recourse to the consumer when the regulator,
FOS did not follow a trans...
- Verified customer
They need to employ RELIABLE competent builders
Been with this insurer for more than 50 years.
They need to use RELIABLE builders and communicate better with their builders. We got sick of getting phone calls and emails from builders providing a complete scope of works, a start date and end date, and then not bothering to show up or let us know. We were inconvenienced several times by builders and their representatives who never bothered to show up at specified times. Suncorp also kept us in the dark during these periods.
Do not buy this insurance
Did everything right as a customer of 9 years with home and contents, multiple policy but when I needed something from them the response was slow. Not only that but leaving me for weeks without any contact and being interrogated like a criminal was less than ideal. Not to mention the amount of my time this required just to process my claim.
3 months later after break and enter at my home, I am still going without my items. Not good enough.
Expensive but reliable
I'm a little torn as to value for money. I find that the policy is expensive but Suncorp are good payers. I had one major claim where lightning hit my house and they were excellent. It was a time when there were thousands of claims and they got assessors from other states to ensure all claims were met, They were a little bit slow but under the circumstances performed brilliantly. On another claim where there was a kitchen fire and the oven and cooktop needed replacing it was paid promptly. There customers service is very good, they are helpful ...and friendly. Overall they rate well, I pay monthly by direct debit and find I need to watch out when renewal is due as to the rising cost. It only takes a phone call to discuss your needs and how much you wish to be insured for.
Deliberate Price Gougers!
I have a Home and Contents Insurance policy with Suncorp which I am happy with, however extremely unhappy with there pay by the month fee. They devide policy into 12 equal payments then add a 20% loading to the monthly fee. So my $1500 policy cost me an extra $150 per year however a $500 policy would only cost an extra $50. There is no more work by Suncorp to process a $1500 policy than a $500 policy. Price gouging at its very worse. Disgraceful behaviour by a company who suppose to look after its customers.
June 14th 2018 Update: Pay b...y the month Thieves! Had lodged a complaint about PBM fees and a few days later Suncorp called me regarding my complaint but I couldn't take the call. Called them back regarding this and got a condescending corporate who gave me a whole lot of hogwash justifing Suncorps position. I let him talk and talk and talk but when I had my say he constantly interrupted and talked over the top of me. $500 Policy - $50 fee, $1500 Policy - $150 fee. No more or less work to process either Policy. Justify all you like but it wont work on the poor people who are struggling to keep there Home Contents or any other insurance. YOU ARE PRICE GOUGHERS!
- Verified customer
Amazing service!! I was in an accident as the traffic lights were not working and the intersection was in chaos. I was held liable but suncorp waved my fee, showing me compassion in a time of need was such an unexpected and pleasant experience. I am very greatful for suncorp and their service.
The worst Ever
Xmas Night very bad storm -- flooded under house and wreck 3 bookcases -- storm water pipes burst and all dirt on pipes washed away in one night. Suncorp said NO to Claims and said pipe damage done over time and hence insinuated I am lying. Not True- sick these companys imply customer is lying and overtime damage. Anything to get out paying claims. I give Suncorp a ZERO and am now convincing family and friends not to take out policies with suncorp. Claims not paid.
Secret fees for paying premiums monthly
I've been banking with suncorp all my life, and insuring my house and cars with suncorp for many years. This year I was surprised at the increase in my premium so rang to enquire. I was told that the increase was mostly due to an increase in the fee for paying monthly rather than up front - an increase from 15% to 20%. For me this fee equated to a whopping $600.
I asked suncorp how this fee is calculated, and how customers would know about this enormous fee for paying monthly. I also asked how customers were advised about the recent increas...e of 33% in this fee. The inadequacy of the answers highlight the company's lack of respect for their loyal, long term customers. For example, I asked the Suncorp complaints person who rang me why the renewal notice doesn't give this simple information to customers - "this is the premium if you pay monthly, and this is the premium if you pay the full amount up front". The answer given was, "Customers know they are paying more if they pay monthly. No one is asking us for the details of how much this is." Seriously? Customers don't want to know that they are being whacked with a $600 fee for paying monthly? The only credible explanation is that this is a profit making activity, and fewer people would continue to pay monthly if they knew the true cost.
Forget about insuring your home with Suncorp
Suncorp promptly rejected my claim for damage to my home caused by "unreasonable flow of water" from bursting/leaking water pipes in the neighbouring property - a defined event under my home insurance policy. Despite two written requests made months ago, Suncorp has continually failed to provide reasons for rejecting the claim. I've provided independent architect/building inspection reports. I've now requested the Financial Services Ombudsman to investigate Suncorp's failure to honour its insurance policy. I believe that Suncorp is prepared to...pocket customers' insurance premiums, but NOT prepared to accept legitimate and genuine claims. I believe that Suncorp simply doesn't want to pay up. I would not insure my home with Suncorp again and neither would I recommend them. Consumers pay premiums to have their properties insured and my experience has been that Suncorp's conduct has been untrustworthy, deceptive and lacking in integrity. June 13th 2018 Update: Would not insure home and contents with Suncorp again This was my first home insurance building and contents policy with Suncorp. Would not recommend and would never insure with Suncorp again. Made a claim due to water damage to my home caused by a leaking and bursting water supply line in the adjoining rental property (unreasonable flow of water). Despite providing expert reports from an architect and building inspector and a structural engineer, Suncorp rejected the claim. Suncorp"s rejection of the claim is now being investigated by the Office of the Financial Ombudsman. Of course, the insurance claim has now been "in limbo" for months as a result. Not impressed by what I believe is tardiness and obstruction by Suncorp. November 2018 Update: Suncorp finally pays insurance claim after intervention by the Financial Service Ombudsman. Suncorp Home Insurance finally paid my claim for damage to my home caused by the unreasonable flow of water (flooding) from the adjoining rental property, but the payment of my claim was only made after the Financial Services Ombudsman investigated my complaint about Suncorp Insurance. The settlement of my claim by Suncorp was made more than more than 4 months after I lodged my insurance claim with Suncorp.
The never ending price gouge
For 7 years I have put up with this extortion for lack of s better word. Since 2011 my ins. Has increased from $1000. With a nill excess, To now $1800. With a $500 excess. This is still the same house on the same hill with the same occupants except I am 7 years older and now very angry. Where has the old loyal costumer term gone. When I phoned they wanted me to take a reduction on the insured value for a reduction in the policy cost, which would leave the house underinsured so they only have to pay out a lesser amount in the event of a disaster. what is the alternative to this ripping off of the costumer short of having no house and contents insurance. They need to be exposed but to who. Signed, Gus
Policy Increased By $5000!!!
I couldn't believe it when I was told yesterday that my building and landlord insurance for a property had increased by $5000. I have been with Suncorp for over 3 years and my policy lapsed in January. I went to renew it only to be told that the previous insurance quote of over $3000 ( expensive enough one would think!) was now over $8,500 per annum because I did not renew on time.
People are treated like a number in a system - the system can't be over ridden.
I can't believe that Suncorp are still in business.
Very disappointed with this outcome.
Questions & Answers
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?
does your insurance cover busted pipes?
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