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Nov 2020 i was in a not at fault accident, I got all the possible details I could at the scene including a photo of his licence with the number and his name, his rego number, a picture of his tow truck, his truck id number but when I called Suncorp they wanted me to pay $800 in excess because I didn’t get his home address. How does that make sense to you? I managed to get it waived by googling the COMPANY he worked for address and gave it to you but wow how is a licence number search not going to give you his address. Are you making the people who just were in a traumatic experience the admins for Suncorp now? Does my experience with Suncorp stop there? No. Oh no. I get a hire car that I’m happy about, only to have the hire company blame me a for small dent on the roof of their car as there was a big storm event that had lots of hail damage. Apparently every single car not on their holy land called hertz got hail damage (they must be gods). Did the hail affect us? No but the hire company claimed this single dent was hail and Hertz said this HAS to go through my insurance and I wasn’t to leave until I call. So trying to be a good person I call Suncorp. Suncorp tells me I have to pay $800 in excess for damage that will cost less than the excess, like so much less but Suncorp refuses to let me just pay for the damages. How does this make sense to you??? Upon asking I received The response of “you can put the excess on a payment plan” why should I pay more than you guys to fix the car and hertz said I am unable to pay for the damage myself it has to go through my insurance. Well it felt like a scam to me so I walked out and took photos of what they claim to be hail damage. With no help from hertz or Suncorp I decide that this is not true and the dent had to be there already so I made a claim through hertz to fight it and then a different team at hertz told me that it wasn’t consistent with hail damage and they saw surveillance of the dent being there 2 weeks prior me picking the car up. A scam indeed. I just thank I didn’t have to deal with you guys and pay $800 for something barely visible to the eye.
Motorbike insuranceAfter 5 weeks we are still waiting for the repair to be assessed.Guilty party is with suncorp as well. Could hardly say my name before they asked for the 500 deposit. Still waiting for the refund after 5 weeks as well.Can t get through to Assessment team Emails don t get answeredNo replacement bike offeredAvoid at all cost
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!
I have just received our insurance renewal statement which included a 25% increase on our premiums for the forthcoming year. After quizzing customer service I was told that the value to replace our home had increased by just 6%. This is DESPICABLE. The operator was quick to 'see what she could do' and managed to reduce the premium increase by half (which means we still have an increase of 12.5%!!). Suncorp was obviously relying on the fact that we would just accept the new premium and carry on their merry way paying 25% more for our home and contents insurance. They have now lost our business FOREVER and I thoroughly DO NOT recommend using this crooked company for your insurance needs. This is DISGUSTING corporate cash grabbing behaviour and should be regulated, which it is not. Do not support this company.
They held a deposit for whatever reason (AML? Who knows) and then from that decided to freeze my account.When I enquired they delayed me with canned responses. In the mean time another 2 deposits came in (from the same person).They ended up calling the person that made all 3 deposits (1 which was already in my (frozen) account and 2 pending) to confirm that he hadn’t been scammed by me. The person confirmed he was happy for all three deposits to go into my account.They subsequently unfroze my account but the 2 pending deposits never appeared.It’s been weeks of me asking where are those deposits and I am not joking when I say this… they repeatedly, email after email tell me they know nothing about an additional 2 deposits! But they called the sender to ask about them!To this date they refuse to put into my account $2,500 that they KNOW they have and of course the sender has enquired on his end and his bank is saying that they can’t get the money back because Suncorp has the money.I filed a complaint with AFCA and while awaiting the outcome of this, Suncorp closed my account entirely.
Appalling service and processes.4 weeks to approve finance. After settlement no contact, no service, no set up.Have been left without access to redraw Christmas Eve although told this was all done. Then told it would be 10 working days not something we deal with here. Appalling!!
We are a business customer who passed 1/2 a million through them last year. Went into Carindale in Qld. Not allowed to pass go until i logged into a concierge who allowed me to continue to the teller ( Plural), sat down for 10 min while teller walked to the front, to the back, to her desk, to the front again, to the back. Customer at her table. At this stage i went to the concierge to ask what was going on? Asked her why the bad service for the 4 waiting customers and no help for this poor teller? I explained that i have already moved my 5 insurances, my auxiliary banking, and went elsewhere for my my credit card, home and bushiness vehicle loans due to terrible face to face service at this branch before. Blond lady didn't care one bit, said oh well. I said i was going to comment online. She said ok sarcastically . So i just left. Went to my auxiliary bank literally next door and was out with my cash in under 4 minutes.How does this company stay in operation. Absolutely pathetic response. I will be revising our last three accounts with these jokers.
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Suncorp Group Limited is an Australian finance, insurance, and banking corporation based in Brisbane, Queensland, Australia.
