Q: Need to reset your password?

We’ve made it even easier to reset a forgotten password . From here, you’ll need to fill out your details to receive an email with a password reset link. If you haven’t received the email, please make sure to check your Junk or Spam folders as this link will expire in 24 hours.

Question 1

How do I pay for my policy?

Accepted Answer

We make it easy to pay for your insurance with a number of different payment methods available. Depending on the type of insurance, you can make a secure online payment with your credit/debit card, log into GIO Online Services, pay by BPAY, mail, or phone, or in person at Australia Post or a GIO agency.

Question 2

Can I pay quarterly rather than monthly?

Accepted Answer

No, with GIO you can pay your insurance premium annually or monthly. When you renew your policy, you can choose to change your payment frequency from monthly to annually (or vice versa).

Question 3

Can I pay my instalments via BPAY?

Accepted Answer

No, you're not able to pay your instalment via BPAY. We only offer monthly direct debit from either a bank account or credit card. BPAY is available for the annual purchase and renewal of select policies, such as Comprehensive Car Insurance and Home Insurance.

Question 4

Can I pay a higher excess to reduce my premium?

Accepted Answer

Yes, you can vary your excess. You’re in control of how much you pay or save when you buy or renew your insurance premium. With a range of excess options to choose from, the more you increase your excess the lower your premium may be.

For more information please check your PDS or contact us.

Question 5

Is there a fee or surcharge for credit card payments?

Accepted Answer

No, GIO does not charge any fees for credit card payments.

For more information on payment methods, please refer to our Payments & Renewals page.

Question 6

How do I know if my policy is in active?

Accepted Answer

If your personal insurance policy has already been added to your GIO Online Services account, you can see if it’s active by selecting ‘View policy’. If you haven’t added your policy into your account, you’ll need to do so by clicking ‘Add policy’ and entering your policy details.

Please call 13 10 10 if you’re unable to add your policy to your account or if you don’t have your policy details.

Question 7

How do I add an authorised contact to my policy?

Accepted Answer

An authorised contact (sometimes incorrectly referred to as an ‘interested party’) is someone who has full authority over personal insurance policies, including vehicle and home and contents. Authorised contacts could be people your real estate agent, partners and parents, and they can make policy changes on behalf on your behalf.

You can add an authorised contact to your policy by emailing us using this link, or by calling 13 10 10.

Question 8

Need to reset your password?

Accepted Answer

We’ve made it even easier to reset a forgotten password.

From here, you’ll need to fill out your details to receive an email with a password reset link. If you haven’t received the email, please make sure to check your Junk or Spam folders as this link will expire in 24 hours.

Question 9

How do I find my policy number?

Accepted Answer

Your policy number can be found on the Certificate of Insurance that you received when you purchased your policy. We can also help you find your policy number with just a few of your details.

Question 10

Why has my premium increased?

Accepted Answer

Insurance premiums can change from year to year, based on a range of factors. These include, for example:

the increasing frequency and severity of weather events
fluctuating repair costs
improved data, and
the number of claims made in a year.

You may also have received discounts or free coverage last year that no longer apply this year.

Being aware of your options and updating your policy to suit your needs and budget, can help you take control of your premium. At your next renewal, log in and check that your details are up to date. Making updates to your excess, amount covered, optional covers and other details can impact your premium.

You can make updates to your policy online. Just log in to My Account.

Question 11

How can I update my address?

Accepted Answer

You can update your address, along with other contact details and preferences, by logging into GIO Online Services.

Once there, select the policy you want to update from ‘My policy list’. Choose the ‘Update my policy’ tab, and you’ll see an option to update numerous contact details, including your address.

Alternatively, you can call us on 13 10 10.

View a video explanation of how to update your address online

Question 12

Where can I view and manage my policy?

Accepted Answer

You can view and manage your policy online, by logging in GIO Online Services. You’ll need to register if you haven’t already.

GIO Online Services currently displays policy and claims information for GIO Home and Contents, Landlord Property and Contents, and Car Insurance policies. It also shows certain claims information for Motorcycle and Caravan policies.

Claims and policy information is not available for any Legal Liability claims, or the following GIO products:

Compulsory Third Party Personal Injury Insurance;
Commercial Motor Vehicle Insurance;
Boat Insurance;
Business Insurance;
Accidental Injury Insurance;
Accidental Death Plan Insurance;
Strata Liability Cover Insurance;
Workers Compensation Insurance; and
Travel Insurance.

View a video explanation of how to register for GIO Online Services

View a video explanation of how to update your policy details online

Question 13

Where is the PDS for my insurance policy?

Accepted Answer

A PDS (Product Disclosure Statement) is a document that includes comprehensive information on an insurance policy. If you’re considering taking out a policy, or you’re an existing customer and want to get more information, it’s important that you read the information provided in your relevant PDS.

You can find all of GIO’s policy documents here.

View a video explanation of how to request policy documents online

Question 14

How do I get a copy of my Certificate of Currency?

Accepted Answer

Your Certificate of Currency confirms that your insurance policy is in effect.

You can obtain a copy by logging into your GIO Online Services. After logging in, navigate to ‘Your Insured Policies’ and select the policy you would like to obtain your Certificate of Currency for. On the policy overview, click ‘Get documents’ and then select, from the drop-down options, 'Certificate of Currency'.

You can then choose which email address you want the document sent to – it will default to what we have in your contact information, however, you can easily change it to whatever you prefer.

View video showing how to request your certificate of currency online.

Question 15

Where do I find my Certificate of Insurance?

Accepted Answer

A Certificate of Insurance provides information about your insurance policy, and is sent to you when you purchase your policy. However, if you would like to request a new copy, you can do so through GIO Online Services.

After logging in, navigate to the ‘Insured Policies List’ and find the policy you would like to obtain your Certificate of Insurance for. Click on the ‘Get documents’ tab to see an option to have your Certificate of Insurance sent to you.

It will automatically default to the email address we have listed for you, however, you can easily change this field to send your certificate to an alternative email address.

Certain documents for eligible policies, such as your Certificate of Insurance, can be requested online and sent to your email address.

Learn more with this instructional video about how to request documents online.

View video showing how to request your certificate of insurance online.

Question 16

What payment methods can I use to renew a policy online?

Accepted Answer

You can use Visa, MasterCard or American Express to renew your policy online. For some policies, you can also use BPAY. For more information, visit our payments page.

Question 17

Will my policy renew automatically?

Accepted Answer

It won't happen without us notifying you. We send renewal notices at least 14 days before your current policy expires, showing how much you need to pay and when the payment is due.

If you pay by instalments and you're happy to renew, the debits will continue automatically providing we have the correct direct debit details for you.

If you pay annually, the insurance premium will need to be paid by the due date to ensure cover is maintained and there is no gap in cover.

View a video explanation of how to renew online

Question 18

Which policies can’t I renew online?

Accepted Answer

Most policies can be paid for online using your Visa or Debit card. Some can also be renewed using our online payment portal, except for the following:

Life Insurance
Bill Protect
Funeral Insurance
Accidental Injury
Accidental Death

Payments for CTP Insurance in ACT must be made to Access Canberra at the time of your registration renewal.

Renewals for Workers Compensation policies in NSW are managed by icare Workers Insurance.

For other GIO insurance products or to get information on any of these, please refer to our payments page.

Question 19

How do I get the details of my latest renewal?

Accepted Answer

You can view the details of your latest renewal in your paid renewal document. Provided your renewal has been paid in full, your policy isn’t due for a renewal, and you haven’t made any changes to your policy since its start date, you can download this document through GIO Online Services.

Simply log in and click on the policy you want to obtain your paid renewal document for from ‘Insured Policies List’. From there, click the ‘Get documents’ tab, and you should see an option for your paid renewal document.

When you select this option, it will ask you which email address you would like it sent to. It will default to the email address we have listed in your contact details, but you can nominate an alternative.

View a video explanation of how to renew online.

Question 20

How do I cancel my policy?

Accepted Answer

How do I cancel my policy?

We're sorry you're thinking of cancelling. Before you leave, check out how you can:

You can also find help and support options on our contact and help hub.

To discuss your situation further or cancel your policy, contact us by:

If you do cancel, you may qualify for a refund of the unexpired portion of the premium less any non-refundable government charges. Minimum refunds apply. Contact us to learn more about policy cancellation refunds.

Question 21

Do you offer senior discounts?

Accepted Answer

Yes, we reward our seniors aged 60 or over who hold a valid State Government Seniors Card with a discount on GIO Home and Contents Insurance.

This discount is only available on Home and Contents Insurance for the customer’s principal place of residence. It does not apply to, for example, holiday homes or investment properties.

This discount is not available to holders of a Business Seniors Card, Career Senior Card or Commonwealth Seniors Health Card.

For further information on the seniors discount please contact GIO.

Question 22

Do you price match on quotes?

Accepted Answer

GIO does not price match quotes from other companies. It’s possible that we offer benefits you won’t be able to find elsewhere, so you may want to read through the Product Disclosure Statement (PDS) of the policy you’re interested in buying to get more information.

Question 23

Why can’t I select a non-binary gender as part of my insurance quote?

Accepted Answer

We’re committed to ensuring our products and services reflect the diversity of our community.

We’re reviewing our systems as they currently only request Male and Female. If you don’t identify as Male or Female and you would like to obtain an online quote and/or policy, please select the gender you are most comfortable with to proceed, and record the quote or policy number.

If you would like for us to acknowledge your correct gender and ensure you are included in future system changes, please call us on 13 10 10 with the quote or policy number, or just call us direct for a quote.

Please note we are only able to acknowledge non-binary gender for: Car Insurance, Motorcycle Insurance, Caravan Insurance, Boat Insurance, Home & Contents Insurance, Landlord Insurance, Renters Insurance, Strata Insurance.

Question 24

What happens if I am being investigated on an insurance claim?

Accepted Answer

We are entitled to investigate your claim, to make sure your claim is genuine and falls within the scope of the policy. You will be asked to prove that you have suffered loss covered by your policy. This includes establishing that the loss occurred in circumstances consistent with the other known and confirmed evidence, and that your version of events is credible. We base this on your responsibilities to provide relevant information to assess your claim under General Insurance Code of Practice.

Question 25

What relevant information will help my claim investigation?

Accepted Answer

When investigating a claim, you will typically be asked for:

financial records including bank statements, credit card statements, loan statements, lines of credit and mortgage documents;
information relating to the insured property, such as proof of registration and service records in a motor vehicle claim;
telephone records; and
criminal history or driving history where you were required to disclose this information when you purchased the policy

Question 26

Is Business Insurance covered under my GIO Workers Compensation policy?

Accepted Answer

No, Business Insurance is a different insurance product to Workers Compensation and provides various covers including motor vehicle, public liability or property damage for your stock, contents and buildings.

For more information on the types of Business Insurance covers or to get a quote, please visit Business Insurance.

Question 27

What is Your duty to us: no misrepresentation?

Accepted Answer

A duty to take reasonable care not to make a misrepresentation applies to Consumer Insurance Contracts. To meet this duty, it is important that you answer questions truthfully and accurately.

Question 28

How to contact us with a complaint

Accepted Answer

If you experience a problem, are not satisfied with our products or services or a decision we have made, please visit our Customer Relations & Complaints page to access more information.

Question 29

Does GIO offer cover notes?

Accepted Answer

GIO do not offer cover notes (a form of temporary insurance covering the period between signing up for a policy and making the first premium payment).

After you begin a policy, or renew it for another period of insurance, you can contact us to return the policy within 21 days from the start date of your policy. This is called the cooling off period. As long as you have not made a claim during this period, we will refund in full the money you paid for your policy (including GST if applicable), but you will not have any cover under the policy.

Alternatively, you can cancel your policy at any time while you are insured. When you do this, unless we tell you otherwise, you will have cover up until the date and time of cancellation. For more information see ‘What happens with cancellations’ in the Product Disclosure Statement (PDS)

Question 30

What is a voluntary excess?

Accepted Answer

An excess is the amount you pay towards the cost of your claim for each incident covered by your policy. A standard excess applies to all claims unless stated otherwise in the PDS.

Depending on your level and type of cover, you can increase your excess by choosing a voluntary excess (from the range we offer) to reduce your premium. Choosing a higher voluntary excess will reduce your premium, but also means you'll pay more in the event of a claim.

The option of paying a voluntary excess only applies to the following products:

Car insurance (Platinum and Comprehensive only)
Caravan insurance
Motorcycle insurance
Boat insurance (Comprehensive only)
Business insurance

If you have a Home, Landlord or Strata Insurance, you also have the option of increasing your standard excess.

For further information please check your PDS or contact us.

Question 31

What is a No Claim Bonus?

Accepted Answer

A No Claim Bonus (NCB) is a discount off your comprehensive premium. On each renewal, your discount will increase providing you haven’t made any claims that affect your NCB. If you are eligible, your NCB will keep increasing until you reach the maximum discount level. Your NCB is shown on your certificate of insurance.

The bonus is available for comprehensive boat, caravan and trailer, and motorcycle policies. For more information please consult the PED Guide for Boat, Caravan and Trailer, or Motorcycle Insurance.

A No Claim Discount/Rating 1 for Life applies to some policies purchased before 3 September 2013. If it applies to any car covered by your policy, it will be shown on your certificate of insurance.

Question 32

Can I track my claim online?

Accepted Answer

GIO Online Services shows claims information for Home and Contents, Landlord, Car, Motorcycle, Boat and Caravan Insurance, allowing you to track claims for those policies. If you haven’t yet registered for GIO Online Services, you can easily do so via the login screen.

Claims information is not available for CTP, Commercial Motor Vehicle, Business, Accidental Injury, Accidental Death, Workers Compensation, Funeral and Travel Insurance policies. For more information on claims for these products, please call us on 13 10 10.

Question 33

What is an Emergency Services Levy (ESL)?

Accepted Answer

We (and other insurers) collect ESL to help pay for the NSW Emergency Services, including Fire and Rescue NSW, the NSW Rural Fire Services and the NSW State Emergency Services.

Question 34

Why am I being charged an Emergency Services Levy (ESL) on my premium?

Accepted Answer

GIO customers may find their total premium is higher than last year due to an increase in the Emergency Services Levy (ESL). This levy is also charged by other insurers in NSW. The money contributed by insurers is used to meet our funding obligations to the NSW State Government to fund vital NSW emergency services. This includes Fire and Rescue NSW, the NSW Rural Fire Services and the NSW State Emergency Services whereby the NSW State Government has increased the fund required to cover these services.

Your quote, new business or renewal schedule will display the amount of ESL you are required to pay.

If you have any questions about how this might impact the cost of your insurance, please contact us.

For more information on the ESL you can:

Visit the NSW Government Revenue ESL information page.

Your quote, new business or renewal schedule will display the amount of ESL you are required to pay.

If you have any questions about how this might impact the cost of your insurance, please contact us.

For more information on the ESL you can:

Visit the NSW Government Revenue ESL information page.

Question 35

Where can I get more information regarding a ESL charge in my insurance premium?

Accepted Answer

If you require any further information regarding ESL, please feel free to contact us on 13 10 10.

Question 36

What do I do if I receive a text or email with a payment request for my policy?

Accepted Answer

If you’re uncertain whether the text or email is genuine, contact us immediately on:

Question 37

How does the Suncorp Network protect my details online?

Accepted Answer

We help keep your details safe online with firewalls, online security measures while you’re logged in, and in-built security across all our apps. We also maintain close partnerships with key organisations such as the Australia High Tech Crime Centre and the Australian Federal Police to ensure any threats are effectively managed.

Question 38

I think I’m the victim of fraud. What do I do now?

Accepted Answer

If you suspect you’ve responded to a fraudulent email or been a victim of fraud, contact us immediately on:

General FAQs

Payments

My Account/Policy

Renew/Cancel Policy

Quotes

Other General Enquiries

What happens if I am being investigated on an insurance claim?

What relevant information will help my claim investigation?

Emergency Services Levy

Security