More than insurance: Staying connected to customers when it matters most
Insurance is often seen as a contract, a policy, a promise on paper. But at Suncorp, we believe it’s much more than that.
To us, it’s a real and lasting commitment, one that lives through every person at Suncorp.
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Suzie is a senior leader in our Commercial Insurance division.
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.
Bringing the customer into the room
That principle is reflected throughout our organisation, even in areas that customers rarely interact with directly.
Behind the scenes, Debbie leads a team of regulatory, compliance and assurance specialists.
They help ensure that new laws and industry standards support our customers, maintain fair and transparent processes, and collaborate with regulators to fulfil our obligations.
“We have a saying about bringing the customer into the room,” she said.
“So, when we have a discussion around compliance or we’re working with the regulator, we’re doing it through the lens of the customer and the bearing our strategic decisions are likely to have on them.”
It’s that perspective that drives Debbie’s team to simplify processes and improve the customer experience.
Like many other teams right across Suncorp, their efforts combine the expertise of our people, the power of technology, thoughtful process design and advocacy, all to make interactions smoother.
Executive Manager Compliance, Regulatory and Assurance, Debbie
We are fundamentally forward-looking. That means not only considering how to make regulations fit for purpose both now and in the future, but also exploring what we can do to make it easier for customers to interact with us.
“Customers use our products at really difficult times, when they’ve had an unexpected event,” she said.
“So, making things simpler, using automation and AI to enhance customer processes, helps continue to put the customer at the heart of everything we do."
Balint is a Digital Content Producer in our Consumer Insurance team.
Content that cares
Simplicity, clarity and accessibility live close to Balint’s heart.
As a Digital Content Producer in our Consumer Insurance team, it’s his job to write copy that helps customers access and understand the information they need, when they need it. It’s a critical role in the digital age.
“Increasingly, for many of our customers, our digital channels are the voice of Suncorp.
"This is where they see our values and what we stand for when it comes to building futures and protecting what matters.
"So, our passion for delivering exceptional service should be evident in every word,” he said.
For Balint, this means anticipating the diverse needs of customers across Australia and New Zealand, from all walks of life.
“Our customers come to us with different needs. They may be a younger person who has just purchased their first car, someone starting up a small business, or a busy parent moving to a new home.
"We are giving our customers the information that they need so they can navigate these changing life circumstances with confidence,” he said.
That understanding guides Balint’s approach and shapes content for customers.
“When I create copy for our websites, I feel I’m speaking directly to one of our customers.
"That allows me to write in a way that’s empathetic to their circumstances, is transparent and easy to understand,” he said.
“I feel very connected to our customers in my role, and I think that shines through in the work that I do."
Taking a tailored approach
Suzie is a senior leader in our Commercial Insurance division.
After more than two decades in the insurance industry, Suzie understands the importance of being there in the moments that matter.
Creating the right cover for customers requires a tailored approach, taking the time to appreciate their specific business needs.
“When we visit our customers, we gain a deeper understanding of what they do and why they do it.
"It’s somebody’s livelihood, where it’s usually mums and dads running small to medium-sized enterprises.
"We’re protecting them against things that are beyond their control. Being at their business and seeing what we can do for them really does matter,” she said.
It's in those times, when floods cut off entire communities, fires destroy businesses, or an accident upends daily life, that Suncorp and its people show up in the moments that matter.
“You don’t know what that piece of paper means until the worst happens to you,” she said.
“When it does, it’s life-changing, and that’s why we’re here to help.”
Suzie recalls Cyclone Alfred approaching Brisbane, where our people were navigating the same challenges as the rest of the community: closed schools, the need to protect property and keeping everyone safe.
“Here in Queensland, it was a pretty difficult time,” she said.
“To see our claims team spring into action. To see the outcome of what we do, how we protect businesses and how we truly do rebuild communities. It was a proud moment.”
