Responsible Financial Services

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


#Targets


customerExp

Increase the proportion of Level 2 complaints resolved in 21 days*

loyalty

Improve Consumer Net Promoter Score*


#Performance Highlights


95%


Level 1 complaints resolved in 5 days*

4,257


customers assisted during financial hardship*

3,464


customers with Essentials by AAI insurance

file

Developed Responsible Banking and Insurance Policy

journey

Developed Customers Experiencing Vulnerability Strategy and Roadmap

partnership

Launched new partnership with Multicultural Development Australia to support culturally diverse communities


#Future Activities


file

Implement Responsible Banking and Insurance Policy and Standards

customerExp

Integrate systems and processes to further improve and streamline the complaints process

journey

Implement Customers Experiencing Vulnerability Strategy and Roadmap



*Improve Consumer Net Promoter Score: From 2018-19 base line. 

*Increase the proportion of Level 2 complaints resolved within 21 days: Complaints managed by Internal Customer Relations Team. Year-on-year performance. Excludes New Zealand. 

*95% Level 1 complaints resolved in 5 days: Handled by customer-facing teams. Excludes New Zealand.

*4,257 customers assisted during financial hardship: Excludes New Zealand and Australian Life Insurance business.