Apia Remediation
We just need you to provide us with a few details to begin the refund process.
This should take no longer than 10 minutes for you to complete.
We’re putting things right
Part of our customer obsession means delivering on our promises. When we find an error has been happening for a while you can be rest assured that we are putting things right. After extensive analysis we have taken multiple steps to ensure the same mistake won't happen again.
What information we need from you
We need you to set up a Multi-Factor Authentication (MFA) account and provide us with certain information. This includes:
- confirming your contact details, and
- providing your bank account details.
Your refund will be deposited to your nominated bank account, normally in 7 to 10 business days. The deposit will appear in your account with APIA listed on your statement as the depositing party.
Rest assured knowing we treat your personal information carefully and in accordance with privacy laws.
Next steps
Step 1
Log in to your account
Remember to set-up an MFA account.
Step 2
Add your bank account details
Step 2
Confirm your details
Step 4
Await payment
This can take 7-10 business days.
Frequently asked questions
Welcome to The Suncorp Group of Companies Customer Remediation Portal.
The Suncorp Group comprises of the brands you see here: Suncorp Insurance, AAMI, GIO, Apia, Shannon’s, Vero Insurance, Bingle, CIL Insurance and Terri Scheer.
We have partnered with Deloitte Touche Tohmatsu to develop this portal as a safe and secure way to provide us with your bank details so that we can issue you with a payment, through our remediation process - as referred to in our communication. When you log in, you will see more details about this error and the amount we will pay you.
What is Remediation?
As a financial services licensee, we are obliged to rectify errors when they are identified, which can include refunding money, with interest.
In order to get these funds to you, we require your bank details as we are no longer able to issue a cheque to you.
Why are you contacting me now?
Part of our customer obsession means delivering on our promises. Sometimes when we find an error, it has been happening for a while. Rest assured we have completed extensive analysis to ensure that we are putting things right. We also take steps to prevent the same mistake from happening again.
Why do your communications come from Deloitte?
This portal has been developed in partnership with Deloitte as a secure way of obtaining your information in a way that is easy for customers. The communication is from a Suncorp Group company, via Deloitte.
How can I log in?
You can register to this platform using the email address we sent the communication to. You will be asked to input a code at this stage which is included in the email we sent.
This will be matched up with the information in this Customer Remediation Portal, where you can see more about your case. Please note that this portal is not linked to your login for your Apia My Account, and is a standalone platform.
You will then receive another email with a link to set up a password. Once this is completed, you will receive a final registration email asking you to complete a Multi Factor Authentication.
Please see the Troubleshooting tab for further details about this process.
As a registered user, this portal will allow you to share the information we need to collect in order to make a payment to you.
Keep your data safe
You may be contacted via email or SMS with reminders to complete your information in the Customer Remediation Portal. We will never ask you to provide your login details over the phone or through SMS. If you are concerned about accessing this portal or registering on the portal, you can verify that this is a genuine process and obtain further information by:
- Visiting our website and clicking on the Remediation link located in the footer.
- Calling us on 1300 041 086.
Navigate to the “Register” tab at the top right corner to get started (or to log in if already registered).
If you are having difficulties in accessing the Customer Remediation Portal, we have set out troubleshooting solutions to some of the common difficulties you may experience at the “Troubleshooting” tab at the top right corner.
NOTE: Best results can be achieved by using a desktop or laptop computer and Google Chrome or Microsoft Edge web browser
What will you do with my information?
We will use your bank details input into this portal to issue you with the payment related to this remediation only – we won’t use it for anything else!
For further information about our commitment to customer privacy and information security, you can read the privacy statement located on the Privacy Statement tab of the portal. Our privacy statements are also located on our https://www.apia.com.au/privacy.
How long will it take to issue a payment?
The time it takes for us to complete a payment is dependent on a number of factors including how quickly you respond, whether the details you provide are correct and the complexity of the error we are trying to remediate.
However, generally speaking, once we receive complete payment information, we will issue a payment to you, 7-10 business days.
What if I don’t wish to provide my details here?
You can contact us on 1300 041 086 to provide your details over the phone if you don’t wish to provide your details here. Just quote the policy number provided in the communication sent to you and we will do the rest!
