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
Increase the proportion of Level 2 complaints resolved in 21 days*
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
Developed Responsible Banking and Insurance Policy
Developed Customers Experiencing Vulnerability Strategy and Roadmap
Launched new partnership with Multicultural Development Australia to support culturally diverse communities
#Future Activities
Implement Responsible Banking and Insurance Policy and Standards
Integrate systems and processes to further improve and streamline the complaints process
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.