#How we support our customers and communities after a severe weather event
Suncorp has been protecting Australians and their homes for more than 100 years. We have seen first-hand the devastating impacts natural disasters can have on families, homes and communities.
Helping customers of all our brands, including Suncorp, AAMI, GIO and Apia, get back on their feet after a disaster is our number one priority. It’s what our customers expect and a moment that matters to them, and us.
Following a natural disaster, our insurance customers can expect the following:
Customer support teams
When needed, our Customer Support Teams (CSTs) will be on the ground as soon as possible, located at disaster recovery centres or local Suncorp stores.
Dedicated event client managers
Our client managers will act as a single point of contact for our customers throughout their claim.
Improved claims experience
Following a natural disaster our customers may experience vulnerability or financial hardship. Our people are trained to help in the moments that matter.
Suncorp home assessors
Our home assessors will be the first person to visit our customers' home to assess the damage. They’ll explain the repairs required and what will happen throughout the repair process.
When necessary, we will establish a local presence to ensure we are on the ground for the duration of the recovery period. We also establish mass assessment centres to manage large volumes of motor claims.
Access to the latest technology
Customers can lodge claims online and via our app – without the need to call us. For motor insurance customers it’s even possible to complete a claim entirely online.
#Financial Hardship Packages
To further assist with the recovery process, Suncorp activates a financial relief package for customers impacted by a natural disaster. This provides customers with flexible finance options during times of hardship when extreme natural disasters hit.
We care about the emotional impacts natural disasters have on our customers and strive to maintain a high level of customer service. Our customer support team ensures a timely response to customer requests for financial assistance, with many requests approved the same day.
As part of Suncorp’s commitment to building resilient communities. Suncorp works in partnership with the Australian Red Cross on an ongoing basis as part of our commitment to disaster preparedness and response, ensuring we are there both before and after disaster strikes