Members of the Victorian Automotive Chamber of Commerce (VACC) have continued to highlight what they describe as significant delays in the assessment of vehicles damaged in accidents for Suncorp Group (Suncorp) customers, with some cases allegedly taking as long as five months. Suncorp, meanwhile, has expressed its disappointment in the manner the allegations are being raised.
This issue, brought to light by VACC last month, goes beyond individual cases, it states – suggesting a wider problem within the insurer’s operations that impacts both repair businesses and vehicle owners.
In its latest statement, VACC CEO Geoff Gwilym (pictured) suggested concerns about prolonged wait times were symptomatic of larger operational challenges at Suncorp and its associated entities.
“The extended wait time issue VACC raised in the media is not just about a series of current claims. This is a systemic issue for the insurer Suncorp and its associated brands, and one that requires a significant change of business practice,” he said. “There are signs of deeper issues with industry processes, practices, and resourcing that mean it’s poorly prepared. Insurers are now ‘on notice’ with regulators ready to pounce on any unfair behaviour.”
Following VACC’s announcement last month, Suncorp made a statement which outlined its intent to engage with the industry to foster better results. However, Gwilym pointed out that with a substantial profit reported in the first half of the 2024 fiscal year, it is incumbent upon Suncorp’s leadership to resolve these systemic issues.
“I remind Suncorp Group – whose after tax profit for the first six months of the 2024 financial year is $582 million – that motorists and small business owners are not in a position to fix their issues. Suncorp’s executives must do that work,” he said. “If Suncorp examines its own claim list, they will see thousands of claims with unreasonable assessment delays.
“It’s not for Suncorp to fix a few, but time for Suncorp to fix them all and get back on track if they take their legal and regulatory obligations to their customers, repairers and the motor repair industry seriously.”
The VACC has since been approached by various repairers with additional instances of undue delays in claims processing, underscoring the urgency of the matter, it stated.
The association stated it is eager to initiate discussions with Suncorp’s senior management regarding strategies to mitigate these assessment delays and is also planning to liaise with regulatory bodies to ensure equitable outcomes are achieved.
In a statement sent to Insurance Business, a spokesperson for Suncorp reaffirmed the company’s commitment to its customers, repairers, and adherence to the motor repair code.
“It’s disappointing the VACC continues to address these concerns via media release when we are trying to work constructively with them,” the spokesperson said. “Their concerns weren’t raised directly with us before they issued a press release, and we have since tried to gain further information from them to be able to understand what the issues are they’ve raised.
“We take our obligations to our customers, repairers, and the motor repair code very seriously.
We will continue to try and work constructively with VACC to address their concerns.”
