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FAQs

Cover can be started at any time (but cannot be backdated). If you have just purchased a property, the best time to start is straight away – especially if the property is vacant and being advertised for rent. As a landlord, you have a liability exposure from the moment you or your agent begins showing potential tenants through the property.

Only for damage to the building caused by malicious, accidental or deliberate damage and theft by the tenants or their invitees. The landlord should also consider having Building Insurance, which covers a broader range of damage to buildings, especially in the case of non-strata title properties. Our Residential Building Insurance Policy combined with Landlord Insurance provides a more complete package of cover.

Yes, the cover is no longer valid when the landlord takes up permanent residence at the insured property. The landlord or property manager should advise us if this occurs.

No, most requests can be processed over the phone by the insured policy holder. Faxed or email instructions from the landlord are also acceptable. You can either contact Terri Scheer Insurance directly or your real estate agent to make changes to or cancellations of the policy. In certain circumstances we will confirm a real estate agent’s instructions with their landlord prior to cancelling the policy.

Yes. Both fixed term and periodic leases are covered, including any continuation of a lease.

Yes there are. Please refer to the Premium, Excesses, and Discounts guides appropriate to the policy you are considering.

There are no established definitions of ‘Public Liability Insurance’ or ‘Legal Liability Cover’ and every insurer’s policy may be different.

Terri Scheer policies include ‘Liability to others’ cover, which insures your legal liability as the landlord and owner of the property for death or bodily injury to other people or damage to other people’s property up to a maximum of $20,000,000. Please refer to the relevant Product Disclosure Statement for full details.

Terri Scheer’s ‘Liability to others’ cover may be considered as equivalent to what other insurance policies may call ‘Public Liability Insurance’. You should read and compare the information in the product disclosure statements to find out what each insurer’s policy covers.

If you have a complaint about our products or services (even if through one of our service providers) or our complaints handling process, please let us know so that we can help.
 
You can contact us:
 
By phone: 1800 804 016
 
In writing: GPO Box 1619, Adelaide, South Australia 5001
 
By email: customerservice@terrischeer.com.au
 
Please include the full details of your complaint and explain what you would like us to do.
 
Rest assured this is what we will do. When we receive your complaint, we will consider all the facts and attempt to resolve your complaint by the end of the next business day.
 
If we are not able to resolve the matter to your satisfaction, it will be referred to the relevant team leader or manager, who will review your complaint and contact you within 5 business days with their decision.
 
If you remain dissatisfied the matter will be referred to our Internal Dispute Resolution (IDR) team. Our IDR team will review your complaint, and provide you with their final decision within 15 business days of your complaint being referred to them. The contact details for our IDR team are:
 
By phone: 1300 264 783
 
In writing:
 
Internal Dispute Resolution
Reply Paid 1453
Customer Relations Unit RE058
GPO Box 1453
Brisbane 4001
 
By email: idr@terrischeer.com.au
 
If we require additional information for our assessment or investigation of your complaint, we will agree with you a reasonable alternative timeframe to resolve your complaint.
 
If we are unable to resolve your complaint within 45 days, you may take your complaint to the Australian Financial Complaints Authority (AFCA), even if we are still considering it. The contact details for the AFCA are set out below.
 
What if you are not satisfied with our final IDR decision?
 
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.

Any decision the AFCA makes is binding on us, provided you also accept the decision. You do not have to accept their decision and you have the option of seeking remedies elsewhere.
 
You can contact AFCA:
 
By phone: 1800 931 678 (free call)
 
By email: info@afca.org.au
 
In writing:
 
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
 
By visiting: www.afca.org.au

We (and other general insurers) collect ESL to help pay for the NSW Emergency Services, including Fire and Rescue NSW, the NSW Rural Fire Services and the NSW State Emergency Services.

We began to remove ESL from insurance premiums during the 2016-2017 financial year. However, on 30 May 2017 the NSW State Government announced the deferral of the introduction of ESL (or the “FESL”) on council rates (therefore deferring the removal of the ESL from insurance premiums). As a result, we began to reintroduce ESL charges on relevant insurance premiums in late 2017.

Customers may find their total premium is higher than last year due to the reintroduction of ESL. This levy is also charged by other insurers in NSW however each insurer decides its own rate for ESL. The money contributed by insurers is used by the NSW State Government to fund vital emergency services.

If you require any further information regarding the re-introduction of ESL, please feel free to contact us on 1800 804 016.

Have a question? Our expert consultants are ready to help.
1800 804 016Mon - Fri 8:30am - 5pm