Make a Car Insurance claim

It's the little things we do that help get your car (and your life) back, fast. At Suncorp, we understand that our customers appreciate having helpful information about how to make a claim.

Our 'Claims Made Easy' site includes the following information for Motor Vehicle Insurance claims:

• How to make a claim
• We'll do the running around for you
• How claims work
• Quality of repairs and our Recommended Repairers
• What should I do if I have an accident?
• What should I do if my vehicle is stolen?
• What should I do if someone makes a claim against me?
• Excesses
• Suncorp - Minimizing your inconvenience
• Report Insurance Fraud

How to make a claim:

You can lodge a claim for Motor Vehicle Insurance online or by calling us on 13 25 24.

You can log on to the online claims site 24 hours a day, every day to: Lodge a claim, or Enquire about an existing claim. A Suncorp representative will call you within 48 hours of your claim lodgement or query.

Claims over the Phone Phone 13 25 24 To discuss your claim with one of our Customer Claims Consultants call us 24 hours a day, 7 days a week to: Lodge a claim, or Enquire about an existing claim. There are no forms required; all of the details will be taken over the phone. Information You Need to Provide Please have the following information ready: Your name, address and contact phone numbers. The registration, make, year and model of your vehicle. Details of who was driving the vehicle or responsible for it at the time of the accident. Details of any other person or vehicle involved, including name, address, contact phone numbers and registration number. A brief description of the accident or theft, and the damage to your vehicle. Remember no quotes are needed when you use our recommended repairers. We will discuss how to get your vehicle repaired after you lodge your claim.

We'll do the running around for you:

Arranging repairs to your vehicle after an accident, fire or theft can be time consuming and inconvenient, so we have established a repair system to provide better protection and service to you.

Lifetime Repair Guarantee - The quality of materials and workmanship used in authorised repairs are guaranteed for the life of your vehicle, even if you no longer own it. This means that we will fix any problems caused by faulty material or workmanship.

7 Day Repair Guarantee - With Suncorp, if you're able to drive your comprehensively insured motor vehicle into one of our assessment centres after your claim is approved, we'll have you back on the road within a week!

All repair work will be guaranteed for the life of your vehicle, and if for some reason, we can't fix your motor vehicle within 7 days, we'll give you a courtesy car from the 8th day until your vehicle is repaired.*

*Conditions and exclusions apply. Single approved claims only and some types of damage excluded. Courtesy car will be a small category vehicle and a car hire bond may apply.

• No quotes are needed when you use our recommended repairers. We will tell you how your vehicle can be repaired after you lodge your claim.
• There are no forms required; all of the details will be taken over the phone.
• When you use our recommended towing and repair process, the repairs can, in most cases, be started straight away.

How Claims Work:

Every claim is unique and the process varies, however below is a typical claim example.

1. Call 13 25 24 and speak to one of our friendly Insurance Consultants.
2. We will:
   
   Record the details of the incident including:
   • Your name, address and contact phone numbers.
   • The registration, make, year and model of your vehicle.
   • Details of who was driving the vehicle or responsible for it at the time of the accident.
   • Details of any other person or vehicle involved, including name, address, contact phone numbers and registration.
   • A brief description of the accident or theft, and the damage to your vehicle.
3. Provide you with details of one of our carefully selected recommended repairers so you don't need to run around getting quotes.
4. Let you know how to get your vehicle repaired quickly and conveniently, including information about vehicle towing.
5. Provide you with details about any excess or premium effects the claim may have caused.

Quality Repairs... Guaranteed

By attending a Motor Vehicle Assessment Centre we can better determine which of our Recommended Repairers is best suited to carry out the repairs to your vehicle.

As a Suncorp customer you have access to 15 Motor Vehicle Assessment Centres and over 540 Recommended Repairers nationwide.

Our Recommended Repairers have been appointed by us because we have assessed the repairer as capable of meeting our strict standards of quality workmanship, timeliness, efficiency and cost effectiveness.

There are a number of benefits in using one of our repairers:

• The repairs, in most instances, will be started without any delays.
• An assessor will personally manage the quality & progress of your repairs.
• We will give you a taxi voucher to get back home or travel to work.
• If you take your vehicle straight to one of our Assessment centres, you won't need a quote - we will look after everything for you.

Please call our Claims Centre on 13 25 24 for further information.

What should I do if I have an accident?

Unfortunately, accidents can happen to anyone, even the most careful drivers. If you are ever in an accident, remain calm and follow the tips provided below:

At the scene of the accident:

1. Stop your vehicle. If you're blocking traffic, or the location isn't safe, move your vehicle to a safe place nearby. If you are involved or witness an accident, the law requires you to stop.
2. Check all involved parties for injuries. Ensure assistance is provided to anyone that is injured. Call an Ambulance or Doctor if required.
3. Notify the police and let them decide if they should come to the scene. It's especially important to contact the police if the accident involves injuries, a hit-and-run, or a dispute about liability.
4. Obtain full details of vehicles involved - drivers' names, residential addresses, phone numbers, registration numbers and insurance company details if possible.
5. Call a tow company if your vehicle isn't driveable (VIC residents only) or we will arrange a tow truck for you, if necessary. Obtain the name, address, and phone number of the tow company. Direct the towing of your vehicle to a Suncorp Motor Vehicle Assessment Centres/holding yard.

After the accident:

1. Contact us with full details as soon as possible by contacting our Claims Centre on 13 25 24, 24 hours, 7 days a week.
2. Do not dispose of any damaged property, unless we have agreed.
3. We will take care of the rest!

More helpful tips:

1. Clear the roadway of broken glass and debris if possible. Do everything reasonable to limit and prevent further damage or loss to your vehicle.
2. Co-operate with police by giving them accident details and answering their questions. Be sure to get the names and day time phone numbers of any officers on the scene and the number of the police report.
3. Do not admit fault to anyone else involved in the accident.
4. Write down names, addresses and telephone numbers of all witnesses.
5. If you have a camera with you, take pictures of the accident location, damage to all the vehicles or property involved, and other relevant details of the accident scene.
6. Don't forget to obtain full details of vehicles involved - drivers' names, residential addresses, phone numbers, registration numbers and insurance company details if possible.

What should I do if my vehicle is stolen?

1. Report the theft/damage to the Police. You must also provide us with the name of the Police Officer, station, date reported and any report reference number.
2. Contact our Claims Centre with the full details on 13 25 24, 24 hours, 7 days a week.

What should I do if someone makes a claim against me?

1. If you receive any letters of demand or correspondence from other parties (including their insurer or legal representative) involved in the event, contact our Claims Centre on 13 25 24 as soon as possible.
2. If you are contacted verbally, advise that you are insured with us and that we will be looking after their claim. Do not admit fault for the damage/accident and do not offer or promise to pay for any costs.
3. Record as much of the other parties details as possible such as names, residential addresses, phone numbers and vehicle details.
4. Contact our Claims Centre on 13 25 24 and advise our consultant of what has happened. We will assist you throughout the claims process.

Excesses

Excess is the amount you might have to pay if you claim. The amount and types of excess are shown on your certificate of insurance. Depending on the circumstances, you might have to pay more than one type of excess when you claim.

You must pay the excess in full. We will decide if you pay the excess to us (when we ask for it) or to the repairer when repairs are completed. We can also choose to deduct the excess from the amount we pay you.

You don't need to pay any excess if:

• Another vehicle is involved, we agree the driver of your vehicle was not at fault and you can identify the vehicle and the other driver responsible (name, residential address, phone number and vehicle registration details).
• No other vehicle is involved, we agree the driver of your vehicle was not at fault, and you can identify the responsible person and prove that they were at fault (name, residential address, phone number).

Suncorp - Minimizing Your Inconvenience

Windscreen/Window Glass Option - If you have comprehensive cover, you can pay extra to receive cover for your windscreen or window glass on your vehicle. If your windscreen is damaged as a result of an event you will not have to pay any excess. This cover is limited to one claim per insurance period.

Hire car after an event Option - If you pay extra and have comprehensive cover, and we agree, we will arrange and pay the reasonable costs for a small category hire car for up to 14 days if your vehicle is damaged by an event. You can choose to upgrade the hire car category if the hire car company agrees and you pay any extra cost. Please read the Product Disclosure Statement for full details.

2 Year New Replacement Vehicle - With our comprehensive cover, if you are the first registered owner of a car, 4WD, motor cycle, utility or van up to 2 tonnes carrying capacity, you can choose to accept a new replacement vehicle of the same make, model and series if your vehicle:

• has comprehensive cover and
• is a total loss within 2 years of the date your vehicle was first registered.
• if necessary, anyone who provided finance for your vehicle agrees.

*A vehicle of the same make, model and series must be available within Australia.

Helpful Hints for Motor Security - The incident of car theft in Australia is high. Following these simple tips can reduce the chances of your car being stolen.

• Fully close windows and lock doors
• At night, make sure you park your car in a well lit and secure area
• Park off-street if possible
• Away from home, park in a secure attended car park
• Never leave your car running while it's unattended - not even for a minute!
• Don't hide a spare set of ignition keys anywhere in your car
• Never leave personal items including mobile phones, wallets, handbags or briefcases in sight
• A self-alarming electronic immobiliser is an effective form of car security

For information on how theft-proof your car is, click the 'car safe' link below. Using this link, you can access the site of the National Motor Vehicle Theft Reduction Council (NMVTRC). The NMVTRC is an organisation jointly funded by government, insurance industry and motor industry. Its aim is to reduce motor vehicle theft in Australia.

How do I report insurance fraud?

Insurance fraud is not a victimless crime. It imposes additional costs on honest policy holders and wastes the valuable resources of our community. This means it affects everyone.

Suncorp actively pursues fraudulent and inflated claims in order to keep your premiums as low as possible. Fraudulent claims will be investigated and may be reported to the police.

Help us fight insurance fraud by reporting:

• Inflated vehicle or home repair bills.
• Staged vehicle or home incidents.
• False or inflated home or vehicle claims.
• Home and vehicle fires which may be intentionally started - including by someone known to you.

To report suspected insurance fraud, call 1300 881 725. Let's work together to reduce the impact of insurance fraud on the community.