Service Levels

Service Turnaround Times (Retail and SME <$1m)

To help you set and manage expectations with your customers, we have outlined our current turnaround times below.  These are updated daily and we encourage you to check this page prior to contacting our Sales Support team or your Business Development Manager.

Remember, if you need to check the progress of your submitted application, you can check this online. This should be your first point of call for any queries.

If you can't remember your log in details, please go to the log in page and select 'forgot my password'. Your password will be reset and emailed to you. 

 

Stage	Elevate Gold		Elevate Accredited		Small Business
	PAYG	S/E	PAYG	SE	All brokers
Pre-assessment	3 days	3 days	3 days	3 days	N/A
*Credit assessment	2 days	3 days	6 days	6 days	4 days
In-flight assessment	3 days	4 days	4 days	4 days	5 days
Document preparation	5 days	5 days	5 days	5 days	5 days
Certification for settlement	1 day	1 day	1 day	1 day	1 day

 

 

 

 

 

 

 

 

 

*Note: The information above is a guideline with the timeframe commencing from the date of receipt of all required supporting documents

 

Term	Definition
Day	One full business day
Pre-assessment	An assessment to confirm that all required supporting documents have been provided at time of lodgement
Credit assessment	Full initial assessment resulting in a credit decision or, deferral for further information or, referral to a Higher Credit Authority
In-flight assessment	Assessment of additional information provided post lodgement or conversion of a pre-approval to full approval
Higher credit authority	When the assessing Lender refers the file for review or credit decision to a higher delegated authority holder
Document preparation	Loan documents created and issued to the customer
Certification for settlement	Verification of signed loan documents and supporting information received by our Settlement Agent to enable settlement

 

Refinance & Frontline Extra Cash Bonus

Suncorp will endeavour to pay all Cash Bonus amounts within 30 days.

If you have an application that has not received payment within 30 days;
•       Please first refer to the approval email or customer documentation, to confirm that Suncorp have stated that the application may be eligible.
•       Please confirm that the customer has checked all Suncorp transactions accounts for payment.