Suncorp Home Insurance

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.

I've been complaining about this for several years now and nothing's been done. I've got 30+ policies with Suncorp but their app and portal only let you store 18 at a time. Every time I add a new one, an old one disappears. When renewal time comes I have to add the policy again, which boots another one out, then repeat the process. It's a constant… Read more

on-off cycle that makes managing my insurance a nightmare. As if I haven't got enough administration to deal with managing these policies without their trash on top of it. On top of that, any attempt to view or update a policy automatically jacks the premium up by around $100 with no actual changes made. When I try to call them it's a nightmare of identification options and endless menus that never work. It takes forever just to reach a queue, then I'm shifted to an overseas centre that can't actually help, so I have to specifically request to be transferred onshore. Then I have to go through the whole identification and menu process all over again. It's like they built this whole system without ever trying to use it themselves. Maybe one of their staff should try managing their own policies through it. This system clearly can't handle customers with more than a handful of policies. It's broken and needs fixing.

. Calling Suncorp insurance is hopeless. You go through their maze of options, a recording lectures you that you can do it online and they hang up on you and send you a link. The link then locks you into a Live Chat where it sometimes took 20 minutes for some kind of response. I was attempting to cancel a home and contents policy and every night… Read more

for three nights I logged on and spent almost an hour each time on this live chat and my instructions were ignored and the policy was kept active. Finally I went through their automated process and dated the policy as being complete today, waiving any past credits and it worked. That is to say that they would not cancel my policy until I let them keep any past credits from the time that I moved. The Old Suncorp for me is gone and this new one terrible.

Weeks later we are still experiencing the Suncorp insurance run around. When trying to cancel a policy. We were in the process of going away and had left home. My email provider was updating their website and I couldn't get into emails to check… Read more

things. Having recently bought a car with a Suncorp policy when.. Due to memory issues following a stroke my partner couldn't remember us paying for home and contents. We took out a policy with Suncorp, it was by now a long weekend. I could get back into my emails and saw we had paid for another H&C policy elsewhere. I immediately emailed Suncorp to cancel, no response 4 days later, to keep a paper trail, I emailed again, trying to get through by phones a joke and we were away. Nothing so says later I emailed their complaints and within 24 hours got a reply. Hooray I thought, then they wanted me to confirm who I was again. All that info was on the complaint form? But I did it.

CAN YOU Believe it next day another email WE CANT find your name on the policy I took out and paid for. By now I lost my cool. The next day home again I found the original envelope of documents they sent us photographed it sent them images by email. No reply so yesterday Monday I emailed explaining I would be posting this feedback on line. It might have started out our issue but I did respond quickly, I explained everything quickly and they just keep messing us around. Once this is sorted out if it ever is. I will be changing the car policy to another provider next. As carer pensioner this is #1#!#!. I am stressed daily by the Suncorp experience and financially this issue isn't helping. If I cannot trust their communication processes to work effectively why would I feel trust in any of their products.

I think this insurance doesn’t even worth one star, they have misleading advertisements on their website for their products. I’ve put a claim in since I think 5th November and as of today am still waiting , yesterday I received an email from them… Read more

saying they have to investigate and review the claim again for further information when I have already provided them all the informations they needed including police report number. Remember when you have to pay them, you just pay them without any issues or delay but when they have to pay you , it’s unbelievable how long they can delay your claim and try everything possible not to pay you. People this claim process of Suncorp is causing me stress, anxiety and financial hardship and they don’t give you any support as advertised. I’ll keep you guys updated and i will upload relevant documents very soon to prove my point.

I had been a Suncorp home insurance customer for two years, during which my premium increased by more than 120%. I wasn't expecting them to necessarily match competitors, but I did expect a clear explanation of why my premium had increased so significantly. Over several weeks, I repeatedly asked policy-specific questions and requested information… Read more

that would help me make an informed decision before my renewal date. Suncorp advised they would conduct a "policy health check" to review my cover and explore my options, but I never received an update. Instead, I had to follow up myself just days before my policy was due to renew, only to receive more generic responses that still didn't answer my questions.

By the time Suncorp finally provided the personalised explanation I had been asking for, my renewal date had already passed and I had already arranged cover with another insurer. Ironically, it was only after I advised that I was cancelling my policy that I received prompt, detailed responses and had a complaint lodged on my behalf.

My frustration isn't just with the premium increase, it’s with the customer service. If the level of attention I received after cancelling had been provided when I first asked for help, I may have been able to make a properly informed decision before my renewal date. Instead, the response came too late.

It has now been six weeks since I first contacted Suncorp and nearly a week since I requested cancellation of my policy, yet I still haven't received confirmation that my cancellation has been processed. Overall, the experience has left me with very little confidence in Suncorp's customer service.

Joined Suncorp Insurance in end of May 2024 for both vehicle insurance and home insurance. Now after only 2 years, it is proposing to increase my premiums by 40% and 70% (compared with premiums for last year) for the upcoming renewals in end of May 2026. I have good insurance history, with Suncorp Insurance and all my previous insurance… Read more

providers, for more than 30 years. My last vehicle insurance claim was in the 2000s - total loss due to sudden torrential rain and flash flood on the street where I had parked my vehicle, and that was all. I have never claimed on home insurance. Even after the vehicle total loss, I had never had my premiums raised by that much, as Suncorp is going to, for many, many years. Only after having been with Suncorp Insurance for 2 years, I am already being treated as a customer being too loyal, and I am being robbed. Even worse, Suncorp Insurancr is so arrogant that it has not responded to my email complaint/protest about their greed. It is businesses like Suncorp Insurance that cause the inflation problem in Australia and the resultant non-stop interest rates rises by the Reserve Bank, that in turn cause so much pain to all Australians!

Just got a massive insurance premium rise after being a customer for over 20 years. Rang up and just get told because events in your area. Let's see,our postcode covers only 8000 residents. No floods,no fires and low crime rate so which events?

After submitting the claim there was a mix up in communication where I spoke to a foreigner with poor English, BUT after the initial hurdle I was dealing with a claims manager based here in the same state and everything couldn't have gone smoother. I recommend Suncorp as I believe that how an insurer handles claims is more important than a cheap premium. Show details

POLICY RENEWAL RIP OFF! 50% UP ON LAST YEAR! After being a loyal customer for 25+ years with several policies, I received my most recent home and contents insurance renewal (ie basic, classic coverage) which went from $4300 to $6200, despite 1 storm claim in over 25 years. I compared my identical policy with other providers and the maximum… Read more

quote for top coverage with lower excesses was $4900. I called Suncorp (off shore call centre) for a please explain and was told that the increase was due to their increased building costs, location of my property, inflation etc and there was nothing they could do to adjust the premium amount. I pointed out to her that all providers face the same situation/conditions as she listed but she argued that Suncorp's costs are more than others. I went on to explain that loyalty means nothing and that as my other policies expire, I will be taking my business elsewhere. She couldn't care less. Do yourself a favour ... shop around as this mob are arogant and a down right rip off. Run for the hills!!!

When renewing H & C Insurance on line, if you change to Suncorp in advance of your existing insurer before the due date eg. (4-6 weeks), note you will be billed from the date of the inquiry - not the date the policy is due to begin. Be aware of this !!

I put a claim in for glass replacement under my Suncorp car insurance. I have been extremely happy with how all the Suncorp staff I have spoken to have helped me through the process. I am 74 and I get emotional when things go wrong but all the staff I have spoken to have been over- the- top in helping me through the process. I thought I would have… Read more

to drive the car over to the glass repairer and stressed about what if it was raining that day. Like magic I get a call from Suncorp now asking if I would like to have the car towed over and I was very surprised. I mean I don't have to ring up and ask for help they ring me offering me help. That's absolutely stunning in today's world and with the storm damage I expected Suncorp to be too busy to ring me offering extra help. My son changed all his insurance over to Suncorp also. His car cost a lot more with Suncorp but he said it was well worth it when his previous cheap insurance didn't repair his hail damaged car properly 5 years ago. For people who stress when things go wrong it's very comforting to know that with Suncorp they will take care of you and do whatever you need properly the first time and you won't have any disagreements. Getting that sort of great service is almost unheard of nowadays. Meryl Carney

If I could give negative stars I would. Our house has had no major water issues to date and following the cyclone we had a couple of minor issues that required lodgement of a claim. Cyclone happened in March 2025, we have just had our claim declined in October 25. House has been vacant the whole time. We have paid premiums every year with Suncorp… Read more

with the understanding that when required, they would provide assistance. Instead we were made to jump through a million hoops, defend ourselves, go through months of to and fro conversations with case managers who had absolutely no idea about buildings/engineering issues. Assessors that were sent out were juniors, who came and took photos and had minimal understanding of their fields and hence their conclusions were inaccurate. Hence our claim declined. Had around 8 different assessors come through. Lodged an internal complaint and these took months to handle. Suncorp insurance used to be good. We had complete assurance that they would come through in a natural disaster. We were constantly being given the excuse that there are so many claims to manage, hence the delays. A good insurer uses their profits to scale up in these events. Not Suncorp. Suncorp's recorded profits were unbelievably high last financial year so there is absolutely no excuse to not scale up and deal with claims properly. Suncorp insurance is terrible now. We are switching insurers. It has been a nightmare, super stressful few months and we will not be trusting them with our home again. Never again.

The worst insurance I ever dealt with - takes too long to repair, their repairers are as bad as themselves. dodgy and low quality repair! stay away from them and their repairers! They dont respond to your emails either.

Check your policy properly, SUNCORP landlord insurance is useless. Tenant finally evicted after QCAT granted us back our own property with tenant still owing us close to $8000 rent and left the property filthy - insurance said max they cover would be $5000 minus fees of $1500 - leaving us chasing after $3500 — BUT only after we go to QCAT again to… Read more

file against tenant for the loss of rent! They are useless! If you are holding their insurance think again!

Had two trees on house from Cyclone Alfred. Suncorp moved very quickly, contractors visited to survey damage same day and schedule removal. In meantime we patched and secured building. Trees were removed one week later. Some delay as ground was too… Read more

wet to get crane onto site. Work was thorough and professional. Over the next six weeks had visits from Structural Engineer, Builders and Suncorp Assessor. Again all were thorough and professional. There was then a two month delay in finalising our claim apparently some disagreement with the builders quotation. We optioned to go for a settlement rather than have a builder carry out the work. Suncorp offered a very fair settlement which we accepted with the money quickly deposited into our bank account. Thanks to the fair and fast settlement our repairs are now in the final stages. Our experience with Suncorp Insurance was excellent we were treated very fairly, our comments/concerns listened too. This was our first year with Suncorp Insurance we are very happy and intend to renew our policy in August. There is a increase in premium but considering the size of our recent claim its very modest.

So disappointed in Suncorp's handling of my claim. I had confidence that they would handle it efficiently and promptly but nothing could be further than the truth. Their so called "Systems" of dealing with claims are nothing short of incompetent and we are still waiting to have the claim resolved after four months with no real prospect of a resolution. I could give Suncorp advice about how they can improve but not sure if they care. Show details

Insured with Suncorp pre 2014 & had no choice but to be covered by them again. They write a legal document stating the current damage is a pre-storm event dating back to the time they insured pre2014. Advised to make a claim to the insurer of that time. However when advised they were the insurer. They aren't going to cover. When insured with… Read more

westpac, never had any issues or complications. They take your money for top cover. $500 a month on a small 3 bedroom 1 bathroom home in a no crime rated area. Reporting document stated the ceiling had paint issues. It had been professionally twice painted during renovations.All roofing screws replaced and upgraded to cyclonic status. Personally have photographic and video footage of upgrade. Roof leaks after severe storms and hail. THEY WILL NOT COVER offered $2.5k to only repair inside , impossible to get the repairs carried out for under $10k.i cancelled the claim. Find another insurer!!

2024 contents insurance: $518.58 2025 contents insurance: $802.34 No claims, nothing has changed, just a 55% increase in the premium. Thats just scummy. Needless to say that I found another company.

We moved into a new rental 62 hours later the house had water damaged and all of our belongings were damaged due to us just moving into the house so all in boxes including our shipping from overseas. Our daughter had been rushed into hospital and admitted so we wasn’t home when the event happened. Was no floods no storms just rain we were the… Read more

only house on the street with an issue we are on a hill to add.

Had been investigated wanted our phone records and asking about banking details ect to make sure we hadn’t set this up! Over $30k worth of property damaged. And they have said it’s under the 72 hour policy! But there was no floods or storms just rain was water that came from the drains which in there own policy says we are covered. Gets better I’m still paying my policy Each month as the claim is still open due to me lodging a complaint. We had to move out of the rental due to liability. We are a family if 6 Witt 4 young children lost clothing beds mattress toys and Suncorp won’t except the claim but have taken 3 months of payments whilst case is open! The stress and financial stress this has caused I wouldn’t wish on anyone AVOID!

Have had home insurance with Suncorp for 20plus years without a claim and this year my insurance premium went up yet again by a whopping 35 Percent on top of a 20 percent rise last year. I phoned them and they reduced it by 5 percent after haggling. Not a good way to treat loyal customers. I phoned RACQ, their premium is 40 percent cheaper.… Read more

Hence making the change. It pays to shop around every year. However it’s still cheaper for me to keep my cars insured with Suncorp.

Unfortunately I cant give 0 stars. We had some water damage in our home due to aircon water leak, which is 100% covered under Suncorp PDS. They declined the Claim, yet fail to show us where exactly the PDS shows any exemption that would justify their position. Customer service is absolutely terrible too. You are better off just burning your hard earned money instead of giving it to them. Show details

I might just be unlucky, but had to write to express my concern and disappointment regarding the ongoing delays and lack of communication about our insurance claim with Suncorp. To date, we have received no clear breakdown or confirmation from RCC or Suncorp outlining what repairs will be covered and when the work will begin on our home damaged by… Read more

Cyclone Alfred on 9th March. Despite them texting to y the claim will go ahead, rather than tell me what exactly, instead we have been asked to pay an additional $1,000 before any repairs are undertaken!!! Seriously?!

We have paid approximately $940 per month in premiums over the past 18 months— totalling more than $16,000. In return, we are still living with a leaking roof and chimney, damaged blinds, and moisture-damaged carpet and walls. These are serious issues, and it is unacceptable that Suncorp have failed to keep us properly informed or provide a clear timeline for rectification.

Requesting further payment without having provided a scope of works or commencement plan is neither reasonable nor transparent. We will not be paying another cent until we are given a formal explanation of what is covered, when the repairs will take place, and why this extra payment is necessary.

I think the next best step is to explore our options under Queensland consumer law and escalate the matter to the ACCC and relevant ombudsman services. We expect better from a company we have supported consistently.