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Claims
Has something happened to your investment property? If you’re a Terri Scheer customer, you can easily and quickly lodge a claim in a few different ways. This page explains what to do, what information you may need, and what happens next.
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How to make a claim
Don’t have all of your claims details yet? Rest assured you can still start your claim and can provide information later.
To help us assess your claim, we may need additional documents or information from you. Once you've lodged your claim, we'll send you a confirmation email which will include your claim number and a secure link to upload any documents we may need.
You can send us your documents:
- During the online claim lodgement process
- After lodgement, using the secure link in your confirmation email
- By email to claims@terrischeer.com.au (please include your claim number in the subject line)
- By post to (please include your claim number on the document(s)):
Terri Scheer Claims
GPO Box 1619
Adelaide SA 5001
In some instances, for example, where extensive damage has occurred, we may need to appoint a loss adjustor. If you'd like to discuss this process, please call us on 1800 804 016.
Examples of claims & supporting documents
Learn more about these common insured events and the supporting documents that can help move the claim along.
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What is loss of rent?
Loss of rent is calculated from the date rent is paid up to.
If your claim is covered, we’ll pay what you would have been legally entitled to if the tenant paid their rent.
Your claim is assessed based on several factors. Please refer to your Product Disclosure Statement (PDS) for full details.
What documents will you need
You don’t need all of these documents to lodge your claim. Once you’ve submitted your claim, we’ll let you know what documents you’ll need to provide. For example, we may ask for:
Copy of lease agreement for the defaulting tenant
Lease agreement that sets out the terms of the tenancy including property address, tenant names, weekly rent, lease period and signatures.
Copy of tenant’s rental ledger
Record of all rental payments from the beginning of the lease.
Copy of all notices issued to the tenant which are related to your claim
Copy of all breach notices, notices issued to terminate the tenancy, court applications and any court orders or tribunal orders issued against the tenant.
Breakdown of bond deductions
Costs that a tenant is liable for at the end of their lease, which have or could be paid from their bond. E.g. change of locks, cleaning, gardening, rubbish removal, water usage.
Evidence of dated advertising done to re-let the property
Including date(s) and insured property address.
Copy of lease agreement for new tenant (if the property is re-let)
Lease agreement for the new tenant that confirms when the property will be re-let.
Keep in mind
- If you’re claiming court or tribunal attendance costs, include an invoice or landlord ledger and the Managing Agency Agreement.
- If you’re claiming tenant hardship claims, include the court or tribunal order releasing the tenant.
- If you’re claiming death of a tenant (sole tenancy only), include a death certificate, funeral notice or similar.
What is tenant damage?
Loss or damage caused by the tenant, their family or invited guests, including theft.
What documents will you need
You don’t need all of these documents to lodge your claim. Once you’ve submitted your claim, we’ll let you know what documents you’ll need to provide. For example, we may ask for:
Itemised quotes
Itemised quotes or invoices for the restoration or repair of the property damage.
Copies of entry and exit property condition reports
Including photos detailing the state of the property prior to the commencement of the tenancy and the state of the property at the end the tenancy.
Routine inspection reports throughout the tenancy
Copy of routine inspection reports throughout the tenancy.
Photos
Photos of each item being claimed.
Copy of the lease agreement for the defaulting tenant
Lease agreement that sets out the terms of the tenancy including property address, tenant names, weekly rent, lease period and signatures.
Copy of the lease agreement for the new tenant (if the property is re-let)
Lease agreement for the new tenant that confirms when the property will be re-let.
Copy of the tenant’s rental ledger
Record of all rental payments from the beginning of the lease.
Breakdown of bond deductions
Costs that a tenant is liable for at the end of their lease, which have or could be paid from their bond. E.g. change of locks, cleaning, gardening, rubbish removal, water usage.
Keep in mind
If an assessor is appointed, bring copies of the aforementioned documents to your appointment with them.
What is escape of liquid?
This is when damage happens from sudden and unexpected liquid escaping from pipes, appliances, tanks or plumbing systems.
It may also include damage where it wasn’t reasonably visible for inclusions and exclusions.
What documents will you need
You don’t need all of these documents to lodge your claim. Once you’ve submitted your claim, we’ll let you know what documents you’ll need to provide. For example, we may ask for:
Last two routine inspections
Copy of the two most recent routine inspection reports (including photos) which were completed prior to this damage occurring.
Photos
Photos of each item being claimed.
Itemised quotes/invoices
Itemised quotes or invoices for the repair or replacement of the damaged items being claimed.
Tradesman’s causation report
Report from a qualified tradesperson which outlines how the damage has been caused and confirmation it has been fixed.
What is storm or rainwater damage?
This is when damage is caused by storm or rainwater, including events with wind, lightning, hail, snow or dust. Depending on your policy, cover may apply to both building and contents.
What documents will you need
You don’t need all of these documents to lodge your claim. Once you’ve submitted your claim, we’ll let you know what documents you’ll need to provide. For example, we may ask for:
Last two routine inspections
Copy of the two most recent periodic condition reports (including photos) which were completed prior to this damage occurring.
Photos
Photos of each item being claimed.
Itemised quotes/invoices
For the restoration or repair of the storm damage.
Tradesman’s causation report
To determine how the water entered the property and confirmation it has been fixed.
Keep in mind
Cover will depend on your policy. For example, loss or damage to your contents may not be covered if you have a Building Insurance policy. Always check your PDS for what is and isn’t covered.
What is electric motor burnout?
This is when damage is caused by burning out or fusing of electric motors in household appliances or equipment, where the motor is less than 7 years old.
What documents will you need
You don’t need all of these documents to lodge your claim. Once you’ve submitted your claim, we’ll let you know what documents you’ll need to provide. For example, we may ask for:
Tradesman’s causation report
Report from a qualified tradesperson which outlines how the damage has been caused.
Motor repair/replacement quote
Itemised quote for the repair or replacement of the burnt-out motor.
Appliance replacement quote
If a replacement appliance is more economical than repairing/replacing the motor, please also include a quote to replace the appliance.
Keep in mind
We may arrange an assessment or review your quote. Refer to your PDS for your policy details.
Frequently Asked Questions
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View all FAQs
Do I have to pay my excess when I make a claim?
Yes. Terri Scheer policies include an excess, which is the amount you contribute towards a claim. The specific excess that applies will depend on your policy and is outlined in your PDS and Additional Information Guide.
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How do I access emergency support?
If you need urgent assistance or need to discuss a claim (including serious or extensive damage), contact us on 1800 804 016.
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Does Terri Scheer cover loss of rent?
Yes. Terri Scheer Landlord Insurance can cover loss of rent for a range of insured scenarios, including tenant default, absconding tenants, hardship decisions, or where the property becomes untenantable due to an insured event. Loss of rent can also be covered under Terri Scheer Building Insurance, if the claim meets the policy requirements listed in the PDS. If your claim is accepted, payments are based on what you would be legally entitled to receive under the lease agreement.
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Can I do urgent repairs to my home before I make a claim?
Yes, but if you do, you must keep evidence of the damage (such as photos) before commencing repairs, so we can review the claim.
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What happens after I make a claim?
Once you submit a claim:
- You will receive a claim number.
- We may contact you for more information or to request supporting documents.
- In some cases, we may appoint a loss adjustor (e.g. for extensive damage).
- If a loss adjustor is appointed, they will keep you updated on the progress of your claim until it’s resolved.
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We’re a part of something bigger
Terri Scheer is a part of the Suncorp Group, one of Australia’s largest insurers. With decades of specialist insurance expertise and with the support of an Australian insurer, we are one of Australia’s most experienced landlord insurance experts.
Need more help?
Contact us via email at claims@terrischeer.com.au or over the phone at 1800 804 016.