Building financial resilience

Our vision is a financial system that supports people in times of need, ensures access to suitable financial products and services, and builds capability that supports financial wellbeing, all of which contributes to a more resilient economy and nation.

Over the past five years, Suncorp’s key achievements through the delivery of our FIAPs included the establishment of our Customer Advocate Office, dedicated hubs which support customers experiencing vulnerability and external referral pathways. We have also established key community partnerships to improve the economic participation of culturally and linguistically diverse people and Aboriginal and Torres Strait Islander peoples.

Through the implementation of our Build Financial Inclusion Action Plan (FIAP), we continue to provide access to suitable and affordable products and services and build our capability to better support customers experiencing vulnerability.

Suncorp has developed an Accessibility Standard, which sets out our expectations for how our people should respond when they interact with customers with accessibility needs, or when they identify an accessibility issue. 

The Accessibility Standard includes a Digital Accessibility Guideline to ensure our online services and products remain accessible.

To support the Standard we are training over 5,000 customer‑facing insurance team members to have the confidence and tools to support our customers in an inclusive way. The training was developed with Uniting, a National Disability Insurance Scheme (NDIS) partner in the community. 

Sometimes customers need specialist support or extra care due to their personal circumstances. Suncorp takes a flexible and tailored approach to ensure our vulnerable customers get the support they need at the time they need it.

An important part of Suncorp’s strategy to support customers experiencing vulnerability is ensuring the voice of those with lived experience is incorporated into the solutions we design to support customers. Suncorp’s annual Consumer Advocate Day provides us with the opportunity to gain valuable insights from consumer advocates, industry regulators and those with lived experience.

Suncorp supports customers experiencing vulnerability through our partnership with community organisation Uniting's CareRing referral service. The partnership supports Suncorp’s ongoing commitment to help customers impacted by financial hardship, mental health challenges or domestic and family violence. 

The service includes a dedicated case manager for customers needing long-term assistance, referral pathways to community and health services, and financial assistance for specialist requests.