Suncorp Online

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 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 ..

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 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.

The website let me sign up in minutes, very fast making my account on the spot and having my card already on the way. Compared to some banks where when I signed up I had to wait for emails for my banking details which never came even a week later. I also had to call support and they were easy going and Australian. Show details

I have moved from Queensland to Northern Tasmania and have purchased a home with Settlement being in 5 days. There is no Suncorp Bank here to pop into and the amount was way over the maximum allowed for a one off transfer. Organising a Bank Transfer by phone, then email was a breeze thanks to the systems in place and the amazing staff on the end… Read more

of the phone. I have been with Suncorp for 30 plus years, back when they were Metway. Compared to several of the Big Banks they are miles ahead on customer service and Banking, ease of use. I don't see any reason to change anything now that I live in Tasmania.

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

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.

What a god awful experience that was trying to explain that I had grossly over insured my home using the real estate market value instead of the replacement value. My mistake...I owned it...I didnt want a refund or any special consideration, I just wanted to renew my policy, insuring the home for the correct value ($250,000 less that originally… Read more

insured for!!). There was absolutely ZERO comprehension from the 2 CSOs I spoke to. "oh no...we cant insure it for that amount (the proper one)...you would be under insuring...... I step by step explained my error and pointed out I would not be under insuring as I had been grossly over insuring.... nope...still no understandee...... CYA Suncorp

Suncorp has low process credibility and zero manners when it comes to settling insurance claims. My son was involved in a minor car accident with a Suncorp client in a vehicle registered and insured by my wife. He swapped details and Suncorp was in contact by letter advising what the bill was and for us to contact our insurer. Suncorp provided no… Read more

details of the insurance quotes or process they used to arrive at the damage claim. The claim was just above our excess payment so we decided to make a direct payment to Suncorp one day before the bill was due. A week before the payment was due we received a final demand letter from Suncorp. It is now two weeks after we have paid the claim and we have received no formal notification from Suncorp acknowledging our payment.

I have finally had enough. the first time I was locked out of accessing my account and it took 3 business days and many hours of my time to get it back. Today a legitimate transfer was blocked. Will be transferring to another bank & wonder why I didn't wake up sooner. Show details

I would give no stars if if could. Suncorp Bank used to be a fantastic organisation. Since being bought out by ANZ they have gone to the dogs. My business accounts have been locked and it has been torturous to try to resolve this. Customer Service is incompetent - they advise that they have all the information they need and then don't action any… Read more

further, but don't tell you that they still need information so you believe that the account is being unlocked. I have wasted about 10 hours trying to resolve and still not done. This is all for business information documents that they already should have on file. So frustrating.

Business Banking - Beware, slow, painful, random holds placed while asking to reidetify your documents for their own internal audit. when asked what happen with the original trust docs and identification no answer ever given, they have done this 3 times already, you ring up and now one knows what's going on. do not waste your time with these guys.

This is one of the most difficult sites to use! Every time I use the online app it is so hard to navigate. Im constantly being asked for the same information and still can’t login. Have had the account for 50 years but since it went online it’s a nightmare!!!! Show details