Supporting customers through flood and storm recovery

What should I do if my carpet, furniture and/or contents are wet?

If your home has been completely or partially inundated with water, or your carpet, furniture or contents have been damaged by rain:

• Compile a detailed list of items including the make and model or a description.
• Take photos of the damaged items.
• Remove the damaged items from inside the home and place outside for disposal.
• Let us know about the damaged items next time we’re in touch. There is no need to immediately reach out and you do not need to wait for an assessor. Rest assured, we’ll work with you to include all details in your claim.

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What happens after I’ve lodged my claim?

• Our Claims Team will identify the next steps to progress your claim. This may include booking an assessment, repairs, replacements and/or arrange payments.
• This may take longer than usual but we will be in touch as soon as possible.
• Remember to take photos or videos of the damage. You can remove wet carpet and damaged contents before an Assessor has visited your home.

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How can I follow up my claim?

For an update on your claim or to upload documents and photos, you can email claims@terrischeer.com.au. If you’d like to speak to a claims specialist please call us on 1800 804 016.

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I have found new damage since lodging my claim

• lf you find new damage, please make a note, take photos and let us know the next time we’re in touch. There is no need to immediately reach out. Rest assured, we’ll work with you to include all details in your claim.
• If a different part of your home is damaged by another event, such as the severe storms in late March, please lodge another new claim online.

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Can I see a Claims Specialist in person?

Our Customer Support Team is on the ground in some locations and ready to help you face-to-face.

View Locations

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Have you been approached by a third party to help you with your claim?

If you need extra support, it can help to know what support is available. Here are some links to helpful information, tools and services:

• During major events individuals or small businesses often door knock or letter drop offering you a service to manage your insurance claim on your behalf. Please be aware these services are not provided by us, and that we will never send an assessor or builder to your home without first notifying you, and we will never demand payment in addition to your excess for the work being undertaken.
• If you are approached by a third party, you may be asked to pay for these services via a percentage of your insurance settlement. Customers should ensure they carefully consider the use of these services.
• If you wish to engage a third party you should always ask for their Australian Financial Services Licence (AFSL) number (this can be checked against ASIC’s database), for their Financial Services Guide, how much they will charge to assist in the lodgement of your claim, and if they are a member of Australian Financial Complaints Authority (AFCA).
• Do not sign any form of contract/authorisation to act on your behalf until you have received any information you have requested.

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Beware of SMS Excess Payment Scams

Terri Scheer does not send SMS messages to follow up on excess payments to progress claims. If you receive an SMS message requesting an excess payment, please delete it straight away.

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How does the program work?

The Resilient Homes Fund was set up to support eligible homeowners to apply for funding to repair (enhance resilience), raise, or demolish and rebuild or relocate their flood-affected homes. Applications are now closed, however, information can be accessed here Resilient Homes Fund | Housing | Queensland Government

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