Whether our people are working directly with customers or behind the scenes, every single team member plays a part in delivering on that promise.

From those who support customers during some of their most challenging moments, to those who design our systems, manage risk, write policies and keep the business running, at Suncorp all our people are connected to our customers.

Because at Suncorp, putting the customer at the centre isn’t just something we do, it’s part of how we work.

It guides every decision, shapes every process, and influences every action we take.

No matter the role, no matter the team, we all contribute to the same goal: helping our customers feel supported, protected and valued in the moments that matter most.

For Emina, an External Dispute Resolution (EDR) Specialist at Suncorp, this means ensuring our customers concerns are heard and addressed.

Emina handles complex cases raised through AFCA – the Australian Financial Complaints Authority – and other regulatory bodies.

AFCA gives customers an independent avenue to have their concerns heard, while allowing Suncorp to review and, if needed, resolve issues or provide additional clarification.

“I’m closely connected to the customer in these cases,” Emina said.

“I’m the point of contact when things don’t go as expected, or when they need help understanding a decision.”

Emina thoroughly reviews claims decisions to ensure they are accurate and that the reasoning and evidence supporting them are sound and verifiable.

She gives a voice to the customer when liaising with third parties, including regulators and repairers, as well as with other Suncorp team members.

Taking everything into account

It can be challenging for a customer when they feel an insurance claim isn’t progressing as expected, sometimes adding complexity to an already difficult situation.

That’s something that Emina recognises and always carefully considers when working out the best way forward for Suncorp customers.

“I was recently helping a customer who had been involved in a car accident at a tough time in her life, when she was facing a series of unrelated challenges,” Emina said.

“The vehicle was initially slated for repair, but it was unfortunately stolen from the repairers, recovered and then deemed a total loss under the theft claim.

“This was the last straw for our customer. She was understandably at breaking point.

“She said to me that she felt like she had lost everything and just wanted to get her car back, whatever it took.”

Emina spoke with the assessor, explained the circumstances, and provided a solution that left her customer so relieved, she was in tears.

“I was thrilled to be able to help her at such a dark time in her life,” she said. “A real glimmer of light to help her move forward.”

A people-first approach to putting the pieces together

For Emina, every case is a unique puzzle to solve, and she understands that one solution will not meet every need.

“It’s like a Rubik’s cube. I have to put it together. Something’s come off the tracks, and I want to put it right,” she said.

“I want to ensure the process I put in place is effective and it works. I am constantly thinking about the customer.

“Not every solution will work for every customer, so what motivates me is to deliver better outcomes, by finding the one that does.”

That focus also drives improvements in the customer experience journey.

She and other members of the External Dispute Resolution team are united by that goal.

“I’m surrounded by people who are so passionate about what they do. We really drive home the need to get it right,” Emina said.

“We want Suncorp to be the clear benchmark for resolving customer disputes – the standard others need to meet.

“Seeing that belief come to life through every one of my peers is fantastic.”

While Emina’s involvement is over once a complaint is resolved, it’s not unusual for her to hear from customers again, something she says is both surprising and humbling.

“I’ll get emails thanking me, telling me how much my assistance has meant to them,” she said.

“That feedback is so wonderful to receive – it can feel like a dopamine hit – but it’s never something I expect.

“I don’t do it for the praise. Still, it’s incredible when people keep reaching out to give me life updates.

“Being invited into their stories like that, there’s really no better reward.”

Home isn’t a place, it’s a purpose

Emina’s been with Suncorp for four years, but this isn’t her first time working with us.

She spent a decade prior working in our home claims team, before taking a stint in another industry.

During that time, she realised how much she missed working at Suncorp and having that direct contact with Suncorp’s customers.

“I’ve always had a way of looking at situations differently. I can see how the pieces fit together and how to solve problems for our customers. It’s what I love to do,” she said.

When we ask Emina if she could go back in time, what she’d tell herself on her first day back with Suncorp, she doesn’t hesitate.

“That’s easy,” she says with a smile. “Welcome home”.