In collaboration with the Australian and New Zealand Institute of Insurance and Finance (ANZIIF), Suncorp has developed a new industry-standard training and certification training programme to better support home claims suppliers and subcontractors in maintaining compliance.
Launching in October 2026, the model will make it easier for home claims suppliers and subcontractors to complete recognised training, demonstrate certification and maintain up-to-date compliance records across the home claims supply chain.
The initiative is designed to make training simpler and more consistent for home claims suppliers and expert networks, while giving builders and subcontractors a clearer pathway to complete the training they need.
“Until now, training for home claims suppliers has largely been delivered through Train-the-Trainer models, with records and certification managed through different processes across the industry,” said ANZIIF CEO Katrina Shanks.
“Many panel builders and repairers work with multiple insurers, each with its own training modules and compliance documentation. A more consistent approach can reduce duplication and make it easier for suppliers to meet expectations across the industry.”
Ms Shank said, “By investing in capability across our supplier network, we are supporting more consistent experiences for customers when they need help with a home claim.
“It takes the whole insurance ecosystem working together to deliver the best outcomes for customers, and this initiative does just that. By creating a consistent, industry-recognised approach to training and certification, we are helping build capability across the supply chain and supporting more consistent customer experiences when they matter most.”
The training model is split into two tiers:
- A formal certification pathway for panel suppliers, covering key compliance obligations such as the General Insurance Code of Practice, customer vulnerability, complaints handling and privacy requirements. The pathway is designed to be recognised across the Australian and New Zealand insurance industry, reducing duplication and administrative burden.
- A mobile-enabled training solution for subcontractors, focused on practical frontline behaviours such as customer service and fundamental compliance requirements. The pathway can be completed flexibly to suit the working patterns of tradespeople.
The training resources will be available through the ANZIIF website from October 2026.