A quote of $30,000 was given for repairs and Suncorp wanted to cash settle.

Ms Heald says the family rejected that as they were concerned the cost could be more.

Suncorp's response to an official complaint included an acceptance that the claim had been handled badly, but the offer did not change.

Ms Heald then lodged a complaint with the Financial Ombudsman Service (FOS).

Suncorp offered $1000 compensation but the family rejected it.

The next day Suncorp offered $3000, which the family accepted, but they still declined the cash settlement and continued with the FOS complaint.