I choose to place both my CTP and Comprehensive car insurance with Suncorp on recommendation of friends who had thankfully not had to make a claim. The comprehensive car insurance was slightly more expensive with Suncorp than its competitors, however I expected the service to be better, I was wrong about that.Unfortunately, I had my car stolen and had to claim on my insurance. Suncorp were next to useless the whole way through my claim. It’s almost impossible to speak to anyone and I would frequently spend hours waiting on hold. Most times I managed to eventually speak to someone they wouldn’t end up actioning what they said they were doing, leading to no progress in my claim. It appears to me like the departments don’t even communicate with each other within Suncorp, as I would frequently have to communicate outcomes between departments or drive forward for an outcome.I received very little update whilst my car was being assessed, even though they promised to update me multiple times. I made over 12 calls to the assessors over 4 weeks each time finding it impossible to get hold of the person handling my assessment, I was promised a follow up call every time and never got one once. My car was then transferred to another site which I was informed were a wrecking yard without any updates, my car still with my personal belongings in at the time. My hire car was only made available for 3 weeks, which I understand was in my contract. However, considering that Suncorp took twice as long as that to come to any outcome, it left me without a car for weeks. There was no effort to resolve the claim at all quickly, thus why should I be penalised for it taking their internal teams such a length of time to handle the claim. Finally, the outcome Suncorp came to was nothing short of insulting. It was so far short of all the valuations I could find. I disputed the claim and they did increase it marginally, however it is still significantly short of what it would cost me to replace the vehicle. Their interpretation of market value is not what any customer would end up paying to replace a like for like vehicle. The whole experience was disappointing. My friends, family and colleagues were shocked by how Suncorp handled my claim, they said that they would avoid Suncorp in future.
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Suncorp Group Limited is an Australian finance, insurance, and banking corporation based in Brisbane, Queensland, Australia.