On 30/4/21 my 2017 Swift was hit in stop/start peak hour traffic, low speed. I was not at fault, hit from behind when driver failed to stop, the impact pushed me into the car in front. Swift was towed from scene as damage to front passenger side, boot & back bumper. Lodged claim with Suncorp that night, was contacted following morning at 9.33am to finalise details. Hire car organised for 20 days from Sun 2/5 - Sat 22/5, $200 bond payable, no assistance to get to the Rental Company though. Excess payable as couldn't prove wasn't at fault for hitting vehicle in front (even though I had a statement from that driver stating as much). Was told excess would be refunded in 3-4 business days once Claims Team had confirmed claims from other two driver's. Was asked for address of driver at fault but didn't have it, told representative I could get it while on phone - she said not to worry, claims team would obtain it.NOTE: Excess was NOT refunded 3-4 business days, had to chase them 7 weeks later & request refund, finally received it Mon 21/6 - claim finalised on Thurs 20/5, settlement money paid but no excess.12/5 - 11 days after accident, Swift FINALLY moved from tow yard to repairer for assessment. Received text from repairer advising vehicle had been received. NO communication from Suncorp about next steps. Repairer completed estimate, submitted to Suncorp & on 13/5 left a voice message saying it would take Suncorp between 3-4 business days to review the estimate & approve repairs. Waited 8 days until 20/5, received NO communication from repairer or Suncorp.20/5 - 2 days before my hire car rental was up, contacted Suncorp to get term increased as my Swift had been damaged for 20 days & nothing had been done. Advised by Suncorp Rental Team Rep that policy only allowed 21 days hire & they could increase the rental by only 1 more day to 23/5. Advised Rep that the accident was not my fault, also not my fault Suncorp had yet to start repairing my vehicle after 3 weeks! Rental Team Rep advised that repair works WOULDN'T be completed as they had decided my vehicle was a WRITE OFF!! NOTE: had to find out from Rental Team Rep that my car was written off, there was NO contact from Claims Team!! When were they going to call?!Since my vehicle was a write off I was advised I would be contacted by Settlement Team in 6-7 business days to finalise pay out. NOTE: I was expected to return a hire vehicle in (now) 3 days time & be without any vehicle for 8 days (following an accident that was not my fault) until the Settlement Team contacted me to discuss settlement?! And I hadn't even been contacted yet by the Claims Team to advise the vehicle had been written off in the first place!Rental Team Rep was sympathetic & contacted Claims Team eventually advising me that after 3 weeks they were yet to obtain the address of the driver at fault (even though I offered to do this the day after the accident & was told not to worry, it wouldn't be a problem!) And until they did they couldn't extend my hire car term which would be covered by her insurance, as I was still classed as 'at fault'. I then had to do Suncorp's job for them & obtained the driver at fault's address within 2 minutes, also sent a screenshot of message from her to prove it was her address. After 15 minutes it was confirmed the address was accepted & Claims Team had closed the claim stating I was NOT at fault. Hire car was extended for 7 days from 22/5 to 29/5 but still had to present to hire car company to sign a new contract on 22/5 when initial 3 week contract would end & sign new one for additional week. Was also advised to pay a new $200 bond & old bond would be refunded - so I was expected to be $400 out of pocket for my hire car until the initial $200 cleared?! Also given the contact details for Settlement Team so I didn't have to wait 6-7 business days to be contacted & could finalise settlement pay out immediately & then organise to purchase new vehicle before additional week hire car term expired.NOTE: Thankfully hire car company transferred bond from original contract to new contract so I didn't have to pay another $200 & wait 3-4 business days for initial $200 to clear back into my account.After 50 minutes on phone, a helpful Settlement Team Rep organised for settlement to be paid via direct debit for agreed amount on my policy less remaining monthly payments for my 12 month policy. NOTE: Settlement amount did NOT include my excess even though declared not at fault. Settlement amount was received in bank account following day - 21/5, allowing me to work out what additional funds were required to purchase new vehicle as I only had hire car for another 8 days.Suncorp needs to realise their policy holders are ACTUAL PEOPLE, the way they are treated throughout a claim process impacts their emotional well being!
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Suncorp Group Limited is an Australian finance, insurance, and banking corporation based in Brisbane, Queensland, Australia.