I rang Suncorp
I had a bit of fun & this has how it panned out:
S=Sarah Dumb-as-dogshit Suncorp Consultant
M=Me
B=Suncorp Manager
S: "What other modifications do you have"
M: "Have I already told you guys I got a seat cowl?"
*Pause*
S: "No"
M: "Ok. You better put that one down then. Thats not performancing BTW"
S: "What is that?"
M: "I took off the rear pillion seat & the cowl is piece of fibreglass that covers it to give it a sportier look"
S: "Yeh I know what that is now"
*Pause*
S: "How do you spell that?"
M: "C-O-W-L"
S: "Ok. Next one?"
M: "After market Air Filter"
S: "Is that performance enchancing"
M: "Yeh. All the ones I'm going to tell you about now all enchance performance"
S: "OK.. Umm what does it do exactly?"
M: "The air filter filters the air"
S: "Uh, OK. Let me just put you on hold for a minute"
*Pause*
S: "Thanks for holding. Ok; the next one?"
M: "Power Commander"
S: "Is that performance enchancing as well?"
M: "Yep"
S: "What does it do?"
M: "You got internet access there?"
S: "Yes"
M: "Well do a google search & read about it"
S: "Just tell me what it is & does & I'll see how we go.
S: "Sorry as you can tell I don't know much about motorbikes"
S: "If you said you had mag wheels for example I'd know what your talking about"
*WTF?*
M: "Ok, a power commander is a small unit under my seat cowl & it basically commands the Power of bike"
S: "I guess thats why its called a power commander"
M: "Thats it! Just like the air filter which filters air"
S: *chuckles*
S: "Ok. I'll just type that in for you"
S: "How does it do that?"
M: "Its got a small computer inside it which does it all"
S: "Oh OK. Whats next?"
M: "I've got a full system exhaust"
S: "Is that performance enchancing as well"
M: "Yeh.."
*Pause*
M: Actually you should already have that on there"
S: "We don't"
M: "I noticed it wasent on my renewal, but on my Certificate sent to me 12mths ago, its on there. When was it taken off"
S: "I can't see that it was ever on here"
M: "Well thats strange because its definately printed on my paperwork. M: "Anyway you better put it back on for me"
S: "How does this modification enchance the performance?"
M: "It makes the engine louder so that means its revving harder"
S: "Oh Ok. I'm just going to place you on hold so I can make those notes & calculate how many points you have. Do you mind holding?"
M: "What points?"
S: "We have restrictions on how many points you can have. All these
performance enchancing modifications have a certain number of points
attached to each, so I have to work out how many point you have. Do you
mind holding?"
M: "No thats fine"
*Have a laugh with wife about consultant*
M: "She f*cken doesnt know anything babe"
S: "OK. Thanks for being patient with me. You just come under the maximum
number of points we allow"
M: "Ok thats good"
M: "Sarah. Whats all these notes you had to take down? Is that all going to
be on my renewal?"
S: "No. Its for our use only. With each of the performance enchancing modifications, we have to put in our system how they increase performance"
M: "Oh. OK"
M: "I have some other questions for you. You said my premium was reduced by $153..."
S: "$153.70"
M: "Ok. $153.70; is that including these additional mods"
S: "Yes. I'll send you out another renewal & you should get it in 5 working
days"
M: "How come my original premium had increased by $200 from last year?"
S: "Well it could be because of all the changes you've made in the last 12
months. Theres alot on here"
M: "They are all modifications only"
S: "Yeh well that could be reason. We are covering more"
M: "How does that work out if the couple of mods you just put on my Policy cost more than all the others put together, yet my premium would be exactly the same if you didnt take off the $153"
*No reply*
M: "You want to know another reason why your explanation is not true?"
S: "Whats that?"
M: "The Sum Insured amount includes ALL modifications, so it doesent matter whether I have
$500 or $5000 worth of modifications. The pay-out figure remains the same doesnt it?"
S: "Thats correct"
M: "Then explain why my premium has been impacted by them as you said?"
S: "No. I said it could be a reason"
M: "Ok. I'll rephrase the question. Explain how it could be a reason if the value & amount
of modifications do not impact on how much I'm paid out?"
S: "Its hard to explain"
M: "I've got plenty of time. I've had dinner already"
S: "Its not just about what you said. The modifications you got probably increase the risk as well"
M: "Risk of what?"
S: "Accidents"
M: "How?"
S: "Because you have performance enchancing modifications & your bike can go faster now"
M: "But you just put the same performance enchancing modifications on my policy & the
premium was the same"
*Silence*
S: "Well its gotta be the other modifications"
M: "& how do you explain that to me Sarah?"
S: "Same thing. They change the risk"
M: "Risk of what sarah?"
S: "Risk of a claim"
M: "Risk of what kind of claim Sarah?"
*Prolonged silence*
M: "Theft?"
S: "Yeh, thats it. Sorry, my mind went blank there"
M: "Thats OK. So how do they increase the risk of theft?"
S: "Well theres alot of things they can take off the bike"
M: "Sarah. They are aftermarket parts replacing what is standard. The number of parts is the same.
Actually if anything, theres less to remove. I've taken my mirrors off"
*Silence*
*M grins to himself*
M: "Do you think the risk of theft increases due to improved appearance?"
S: "Yes. That would be the case. Sorry about all this. Its just that I'm more familiar
with car insurance"
M: "But doesnt the same concept apply whether we're talking about modifications on a bike
or car?
S: " Yes thats true"
M: "Then how is being more familiar with car insurance relevant?"
S: "Sorry. My mind went blank"
M: "Thats alright. Just curious, thats all"
S: "Was there anything else I can help you out with?"
M: "Yes. Umm, with that $153 discount, that brings the price down to about $50 odd more
than last year?"
S: "Yeh"
M:"Ok. Are you able to reduce my premium by at another $300?"
S: "No I can't do that"
M: "Who can?"
S: "None of us"
M: "Does your manager have authority to?"
S: "Managers here will not take off another $300"
M: "What options do I have to reduce the amount?"
S: "I can't reduce it any more"
M: "Yeh I know you can't. I'm asking what options do I have"
S: "Sorry, thats what I meant. Theres nothing that I can see you can do"
M: "How about changing my basic excess to a higher amount to see how that affects
the premium"
S: "Oh yeh. Yes you can do that. What excess were you thinking of?"
M: "Depends on what you got available Sarah"
*Silence*
M: "Ok. Well.. Can you give me prices for a $500 & $750 excess if you got those"
S: "Yeh. Sure"
S: "Umm.. the system is not letting me. Looks like we only do that with car insurance"
M: "Ok Sarah, so you tell me what other options I've got to reduce the
premium"
S: "Thats basically it'M'. With our motorcycle insurance thats it"
M: "So changing it to Market Value is not going to reduce the premium at all?"
S: "Oh sorry. I forgot about that"
M: "Thats ok. Can you tell me what it'd come down to?"
S: "$1422.89"
M: "Ok. I've got another question for you. Is it for the first 12mths of registration
I get a replacement bike if its a total loss?"
S: "We do that for 2yrs"
M: "Ok. Thats good.. Now tell me, what is the advantage of having an Agreed value
which costs more if its going to be replaced in the first 2yrs"
S: "Agreed value costs more because the payout amount is fixed for 12mths"
M: "But if the bike is a total loss, you guys will REPLACE it"
*Silence*
M: "Sarah, do you reckon its because I have the choice of either getting a replacement
bike or getting paid out instead?"
S: "Yeh yeh, thats it. If your bike gets written off & you don't want it replaced,
we'll pay you the insured amount instead, so thats why it costs more. On a market
value policy we'll pay you what we think the bikes worth"
M: "But if I wasent happy with the market value amount, I could elect to have bike
replaced instead?
S: "Yes"
M: "Well therefore there is not really any advantage in having an agreed value for the
first 2yrs then isent it?"
S: "No. Not really"
M: "Is this call recorded?"
S: "Yes. For coaching & verification purposes"
M: "Interesting"
S: "Why do you ask?"
M: "Just curious.
M: "Give me some prices in different suburbs. I've got 4 of them to get quotes on"
S: "Are you moving?"
M: "No. I got 3 houses & I want to check the premium for my friends place"
*Info given & quotes given etc*
M: "Now on my renewal it says rating 1 60% no claim discount. Is that
a rating for life"
S: "No. We don't that for bikes. I'll send you out a Product Disclose Statement with the renewal I'm going to send"
M: "Is that the booklet that came with my renewal"
S: "Yeh, thats it. Its all in there"
M: "Well actually I've read it & theres nothing in there to say I can't get
a life rating"
*I then read out whats written*
S: "I'll just place on you hold for a minute"
M: "Ok"
S: "OK Thanks for holding once again. From whats in there, you can work out it
doesnt apply to motorbikes"
M: "How so?"
S: "Where it says rating 1 for life applies to cars, 4WD's, utilities & vans up to
2 tonnes"
M: "I don't agree Sarah because that sentence is open to interpretation. I can easily
take last sentence to say the exact opposite. It says you have the right to alter terms
of cover for lifetime rating & excesses & premiums and that this right applies to cars
utes & vans. Now because there is no mention of motorcycles I can say you right to
alter terms does not extend to motorcycles. Do you see where I'm coming from?"
S: "Yes, but you still won't get that rating"
M: "I know that. The point I'm trying to get across to you is that you told me that
you dont give that rating for bikes & that 'its all in there'. Well its not all in
there like you would have make me believe & you would not have had to put me on
hold to check if you knew whats printed in the booklet.
M: "Ok. Now if I made an at-fault claim, what rating would I drop to?"
S: "Rating 2"
M: "Oh Ok.
S: "Anything else?"
M: "So $153 is the absolute best you can do is it?
S: "Yes"
M: "Ok. So Sarah, can I just check something with you?"
S: "Yeh sure"
M: "My original agreed value renewal was for $1699. That has been reduced by $153 & you've
also quoted about $1423 for market value yeh? Whats the difference in premium from 1699 to 1423?"
S: "276"
M: "Now I asked you earlier if you were able to give me $300 off & you said no yeh?"
S: "Its not going to happen M. Look if you want I can leave it as market value & thats
going to reduce it by the 276"
M: "But your not willing to reduce it by 300 & leave it as agreed value?
S: "We can't do it"
M: "Are you aware of FSRA?"
S: "Of course. Why?"
M: "Are you aware of the consequences & penalties that can be applied when there has been
a breach?"
S: "Yes"
M: "Does the Act allow someone who is authorised to provide a Policy, like yourself to not
inform customers of all options available to them at the time a Policy is created?"
S: "No it dosent. All options have to be given & you'd choose what to go with"
M: "OK. So as you may or may not be aware, this policy was initiated by the kawasaki
dealership who act as agents on your behalf"
S: "Thats correct. Why are you asking all these questions?"
M: "I'm coming to that in a minute. Well I've reviewed all the initial documents I got from
them prior to you guys sending me my Certificate of Insurance & no where on their papers
was I asked or given to option of choosing between market value or agreed value. Nor did I
sign anything. I don't know how it works at your end but I paid them the $1500 & at some stage
they've forwarded whatever paperwork to you guys & a Policy was created & sent to me as a
result"
S: "But thats to do with the dealer"
M: "Thats irrelevant. They are your agents acting on your behalf & the FSRA applies to
them as well. Now this is whats going to happen.. Based on todays pricing 12mths ago I
was overcharged about $276 because I wouldnt have chosen an agreed value if I was given
the choice. I've asked you numerous times to reduce my premium by $300 but you wont, so
now you can forget about doing that. What I want is a refund cheque for approximately
276 which I was overcharged instead. You will need to work out exactly how much I was
overcharged by & refund this to me"
*Silence*
S: "Er Er Umm, I think you need to speak to a manager. Can you hold the line please?"
M: "Yeh sure"
*On hold for 10mins*
Male comes on the phone.
B: "Good evening Sir, thanks for holding. S has just told me the situation"
M: "Thats good. How long do you think it will take for the cheque to arrive?"
B: "Well I can't answer that Sir. What you will need to do it contact our Customer
Relations Unit by phone letter or email & explain the situation. They will handle
your complaint & try to settle it within 1 working day"
M: "Not a worry. I have their details. The only resolution I'll now accept is a cheque
in the mail. Initially I was happy to get a $300 drop in my renewal notice but S said
that no one there including the managers would do it"
B: "Is that what was said?"
M: "Yeh. Dont you have any authority to reduce a premium based on whatever factors?"
B: "We sure do. $300 is a large amount but there is no monetary limit placed on us.
We assess each request on its merit"
M: "I thought so but S never said any of that."
B: "I'm really sorry"
M: "Thats ok. Doesnt matter now because I'm now getting a refund from you guys & I'll
tell you this right now B, if your complaints area do not agree to what I think is
reasonable resolution, it'll get ugly"
B: "I'll place a note on your file to say I spoke to you"
M: "No worries. Hey that reminds me, S was adding some modifications for me & she
said she had to put some notes down somewhere"
B: "Yes consultants have to apply explanationary notes for them"
M: "Thats fine, but do you want to have a quick read over what she did?"
B: "Yeh sure"
*Silence*
M: "What's it say for my exhaust, air filter & power commander unit?"
B: "Ahh ahh hmm.."
M: "Can you read it back to me please B?"
B: "Er umm.. I'm not suuure what.. Um air filter filters the air, power commander commands
slash controls the power of the bike ummm eh and the exhaust it says revs engine louder.."
M: "S told me that all your calls are recorded"
B: "Aaaah yeeeh"
M: "So that means the notes you've just read out to me have now been recorded as well?"
B: "Thats correct"
M: "Good. Just wanted to make sure so the notes S put on there arent removed by you and I'll.."
B: "No I wont do that"
M: "I was just saying your complaints area are also asked able to review the call & have a
look at the notes placed on my file. I may even ask them to provide me a copy as well"
B: "What brand of exhaust & air filter you've got there?"
M: "S never asked me but its a full system micron & KN filter"
M: "I did tell her to use google"
B: "I'm going to have to sit down with her. Look; how about I reduce your premium by $300?"
M: "No thanks B. I now want that in a cheque"
Check out what I next get in the mail.
by MadKaw » Fri Jan 18, 2008 8:16 am 
but thats not all if you pay with your credit card now it also includes a Licence 
