Responsible financial services

Financial Services

We put our customers at the heart of everything we do and help them make good choices. We provide customers with access to affordable financial services that meet their needs.

Suncorp takes its responsibility as an essential services provider seriously. We are committed to being responsive and providing
suitable, fair and affordable products and services that meet the needs of our customers and help build their financial resilience.

Delivering value and meeting the needs of our customers through personalised experiences and digital-first solutions is core to
Suncorp’s strategy. We continue to leverage technology to design simpler, more efficient processes for our business.

#Performance against targets*


79% Level 2 complaints resolved in 30 days*

#Performance highlights


Level 1 complaints resolved in 5 days*


customers assisted during financial hardship*


Partnered with Good Shepherd New Zealand to pilot low-cost comprehensive car insurance

#Future activities


Develop an Accessibility Roadmap


Complete second diagnostic review of support mechanisms for customers experiencing vulnerability


Embed Financial Inclusion Action Plan 22-25 into our business

*Full circle indicates performance to target on track, met or exceeded and half circle indicates performance below target.

*Level 2 complaints: Metric updated in 2020 from 21 days from receipt by Internal Customer Relations (ICR) team, to 30 days from first date received. Exceeds 45-day ASIC requirement. Managed by ICR team. Excludes New Zealand.

*Level 1 complaints: Excludes New Zealand.