Frequently Asked Questions (FAQs) for agents

Distributors can:

• Quote and place cover for both the Landlord Preferred and Scheer Short Stay policies.
• Search properties that you have insured with Terri Scheer.
• Check payment status and policy details.
• Print Certificate of Insurance, and Certificate of Currency.
• Complete annual distributor compliance training.

Referrers  can:

• Search properties that you have insured with Terri Scheer.
• Check payment status and some policy details.
• Print Certificate of Insurance, and Certificate of Currency, if you are authorised to pay the policy.

You need to be invited to Terri Scheer Connect by your Authorised Person or  Admin, or by contacting Terri Scheer. Once invited, you will receive an invitation email to complete registration online.

Important: your email address and mobile number must be registered with Terri Scheer prior to an invitation being sent.

Your email address will be used as your Terri Scheer Connect login name and your mobile is used for multi-factor authentication.

Please note, we will not be using these for any direct marketing or pass them onto third parties, they are only used for the purpose of logging into Terri Scheer Connect.

• You cannot change your email address in Terri Scheer Connect, please email Terri Scheer at distributors@terrischeer.com.au to change email address or alternatively you can call 1800 804 016 to change email address.
• Changing your email address will also mean your Terri Scheer Connect login username changes.

Your Authorised Person will need to send an Employee Termination Letter to distributors@terrischeer.com.au.

For Referrers - Admin can remove an employee's access to Terri Scheer Connect, through the Employee page & selecting the remove button.

If you are part of multiple organisations your access will need to be removed separately for each organisation.

Please complete the Change of Company Name form & email it to distributors@terrischeer.com.au.

For Rent Roll Purchase, New Ownership or Company Merger please complete this form & email it to distributors@terrischeer.com.au.

Yes, you can, but the Authorised Person or Admin for each company will need to invite you separately for each organisation.

If you have the one email address you will be able to select multiple organisations within the one Terri Scheer Connect login. If you have different email addresses across the organisations this means that the organisations will be under separate logins.

If you have any issues, contact the Partner Support Team on 1800 804 016 or distributors@terrischeer.com.au for further guidance.

The Authorised Person or Admin can remove employees access to Terri Scheer Connect, through the Employee page & selecting the remove button. This will need to be done for all organisations for employees listed under multiple organisations.

Please note, it is the Authorised Person or Admin’s responsibility to maintain an up to date employee list.

• See employees with Terri Scheer Connect access & their training status.
• Remove & add Terri Scheer Connect access for employees.
• View company & financial pages.
• Access distributor documents.

• Your quotes will be shown in order of expiry date, so newer quotes will be at the bottom.
• Quotes expire after 30 days.
• The quote may not have been completed therefore was not saved.

Unfortunately, due to anti-hawking legislation we are unable to make unsolicited contact to discuss new business quotes or policies.

Anti-hawking legislation is designed to provide the customer with greater control over communication and their decisions to purchase financial products.

It is also designed to protect the customer from practises such as pressure selling, and purchasing products that do not meet their needs.

You may advise your landlord to call our contact centre on 1800 804 016 and one of our friendly customer service consultants will be able to assist them.

Yes, you can place cover. However, if the property is tenanted and the tenant has been in arrears for more than 14 days (7 days ACT & QLD) in the last two months, at the start date of the policy, loss of rent and tenant damage are not covered until the tenant is out of arrears for two consecutive months.

NB: Remember to check the tenant ledger before placing cover.

• If the property will be vacant for more than 90 days, you must notify customer service by calling 1800 804 016 or by emailing customerservice@terrischeer.com.au.
• We will not provide cover for loss of rent, contents, or tenant damage to the building for properties that are vacant for more than 90 days, unless we agree in writing to provide cover. If we do agree to provide cover a higher excess will be applied.

No, you cannot cancel a policy via Terri Scheer Connect. Policy cancellation can be requested by completing and emailing the below cancellation form to customerservice@terrischeer.com.au.

• For Distributors – Distributor cancellation form (this form can be completed and emailed by the distributor. Alternatively, the distributor can call 1800 804 016 to cancel the policy with a specialist)
• For Referrers – Landlord cancellation form (the Landlord needs to complete this form and email from their personal email. Alternatively, the landlord can call 1800 804 016 and cancel the policy with a specialist)

• If you are a Distributor and place cover on behalf of the landlord, the Certificate of Insurance and renewals will be emailed to your office for payment. We will write to the landlord to let them know we have sent you the Certificate of Insurance and inform them you are paying this on their behalf.
• If the landlord places cover online or over the phone the Certificate of Insurance will be sent to the landlord. If the landlord fills in an application form, they are given the option of where the Certificate of Insurance is sent – real estate agent or landlord.

If you are a Distributor and you are placing cover on behalf of the landlord, you must provide them with a copy of the product PDS and FSG before the financial service is provided. If you are a Referrer, you are only authorised to hand out a brochure to the landlord.

Important points:

• An FSG must be given to the landlord as soon as practicable after it becomes apparent that a financial service will be, or is likely to be, provided, and must be given before the financial service is provided.
• A PDS must be given to the landlord at or before the time an offer is made to issue or arrange to issue a financial product, or the financial product is issued. Please note: some exceptions apply – see the relevant legislation and regulations.
• The FSG is a document which contains information to assist customers in deciding whether to obtain a financial service and (amongst other things) informs the landlord about the complaint’s procedure and remuneration (including commission) or other benefits (i.e. referral fees) that you may receive.
• The PDS is the actual policy wording which details (amongst other things) all the inclusions and exclusions of the policy and provides information about the cooling off period (30 days).

If you receive a Certificate of Insurance for payment it is your responsibility to ensure the payment is made on time.

• New business payment terms are 30 days.
• Renewals are sent out 50 days before the due date.

Please contact customer service by calling 1800 804 016 or emailing customerservice@terrischeer.com.au

• If you have insufficient funds on account, we may be able to arrange a payment extension.
• If we do not receive the payment on time the policy will lapse, and the landlord will have NO insurance.
• We are unable to reinstate lapsed policies. You will need to apply for a new policy.

Distributor are authorised to deal in insurance on behalf of the landlord.

A Distributor CAN:

• Hand out Terri Scheer brochures and application forms to landlords.
• Provide the landlord with a copy of the PDS & FSG.
• Place cover for a Landlord Preferred policy or Scheer Short Stay policy.
• Make changes or cancel a policy.
• Email an application form on behalf of the landlord.
• Renew a policy on behalf of the landlord.
• Pay new business and renewal invoices.
• Lodge claims and receive claims payments.
• Speak to us on behalf of the landlord.

A Distributor CANNOT:

• Provide financial product advice.
• Collect and send a lead to the customer service team. The landlord will need to contact Terri Scheer direct.

Referrers  ARE NOT authorised to deal in insurance on behalf of the landlord.

A Referrer CAN:

• Hand out TSI brochures and application forms to landlords.
• Pay new business and renewal invoices if the landlord has authorised them to do so.
• Lodge claims and receive claims payments, if requested by the landlord.

A Referrer CANNOT:

• Speak on behalf of a landlord with Terri Scheer.
• Email application forms on behalf of the landlord. The landlord will need to email the application form direct to Terri Scheer.

• Please complete the Expression of Interest form and email to distributors@terrischeer.com.au and a Partner Support Officer will contact you to go through the onboarding criteria.
• If correct criteria is met, details will be sent to our Key Account Manager for next level review.
• If approval is not obtained, a Partner Support Officer will contact you to discuss further.
• If approval is granted, your agency's authorised person will be emailed a Distributor Appointment Letter to sign and email back to distributors@terrischeer.com.au.
• Relevant attachments including The Distributor Operations Manual will also be sent.
• An ASIC check will be completed by Terri Scheer.
• Once the signed letter is returned, your authorised person will receive an invitation to the Terri Scheer Connect Portal via email where compliance training will need to be completed.

The following process needs to be completed for all employees who wish to carry out distributor functions:

• The duly authorised person is required to sub-appoint employees using the employee appointment letter on company letterhead. The employee appointment letter can also be found in Terri Scheer Connect under the Company page.
• Email a copy of the employee appointment letter to the employee and the Partner Support Team (distributors@terrischeer.com.au).
• ASIC check – The Partner Support Team will check the employee is not listed on the ASIC banned and disqualified register.
• The employee is required to complete and pass an annual compliance module. This can be accessed via Terri Scheer Connect and takes 20 minutes to complete.
• Employees are appointed on the condition they pass the ASIC check and complete and pass the online training module.
• Once all the above are completed the Partner Support Team will update the portal to show the employee has distributor status.

• We only pay commission on the Landlord Preferred Policy and the Scheer Short Stay Policy.
• We do not pay commission for the Residential Building Insurance Policy.

New Business Commission

You WILL receive commission if you have filled in a commission payment form and:

• Your office is appointed a distributor and apply through the portal.
• The landlord completes and submits an application form.
• The landlord applies via our website. HOWEVER they will need to select “Real Estate Agent” referred them to Terri Scheer. We ask this question during the online application process.

You will NOT receive commission if:

• The landlord calls customer service and takes the policy out over the phone.
• The landlord applies via our website and they say they heard of us through another source, e.g. TV or radio

Renewal Commission

• You will receive commission if the renewal Certificate of Insurance is set up to go to the agent for payment.
• If the renewal Certificate of Insurance is set to go to the landlord for payment, you WILL NOT receive commission on renewals.

A commission payment will be made once you have accrued $100. Payments are made mid-month and a recipient created tax invoice will be emailed or posted to your office. It is the agent’s responsibility to ensure we have up to date general account details.

Please note we cannot backdate commissions. Also, if we refund part or all of any premium to a client, we may deduct any amounts due to the agent for commissions in respect of that premium or part premium (plus an amount equal to the GST which was payable on the amount of the refunded commission).

If you are set up to receive documentation by email, commission invoices will be sent to your nominated email address. If you would like to receive commission tax invoices to a different email address, please email finance@terrischeer.com.au with your nominated email address.

• When carrying out entry and exit inspections it is important to take lots of photographs. When a property damage claim is made, it is useful to see before and after evidence of any damage that has occurred. If the property is furnished ensure you carry out an inventory of contents at the commencement of the tenancy.
• Ensure breach notices and termination notices are served on time. Failing to issue or delay in issuing rent arrears notices to the tenant, or failing to issue or delay in pursuing a court or tribunal order for the eviction of the tenant, may result in your rent arrears claim being reduced or refused.
• Ensure regular routine inspections are carried out as per the relevant state regulations.
• Ensure the property is kept in good condition, structurally sound and well maintained. The policy may not provide cover if you have not met your responsibilities.
• You must demonstrate that steps have been taken to repair and re-let the property as soon as possible after the departure of the tenant. If there is damage to the property arrange for the property to be cleaned, promptly obtain repair quotes for damage or contact us to help with the repair process. Once repairs are complete arrange for the property to be advertised for reletting.
• If the damage is extensive call the claims team as we may need to appoint a loss adjustor to meet you at the property.
• Report theft or damage to the police as soon as possible and obtain a police report number.
• Ensure you include supporting documents. Often when a claim is submitted there are missing supporting documents. The claims team are unable to finalise or pay a claim until they have all the supporting documents. If the supporting documents are not received this can delay the length of time it takes to process the claim or impact the outcome of the claim.

Supporting documents required can be found here.