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 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*


bullet

79% Level 2 complaints resolved in 30 days*


#Performance highlights


96%


Level 1 complaints resolved in 5 days*

65,955


customers assisted during financial hardship*

carMultiple

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


#Future activities


journey

Develop an Accessibility Roadmap

track

Complete second diagnostic review of support mechanisms for customers experiencing vulnerability

file

Develop next Financial Inclusion Action Plan




*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.