- Verified customer
I am a tenant who paid rent and looked after the property and left it in a decent condition. The landlord refused any works to quite dangerous situations, I tried mediation and we agreed for me to leave, they just want tenants who will put up with anything and say nothing so power points, from the start of the tenancy, hanging from the walls and hot water services that do not work amongst many other problems were just ignored.The keys they gave me did not work and they were very rude, how dare I ask to be let into a property I had just paid out...hundreds of dollars for! These issues were brought to the attention of the agent time and again. For four months, before I took any action through the legal channels, and I ask you, who needs this in their lives? I put up with issues that should have been fixed before I moved in but I trusted they would be and ended up with 8 months of trouble and a stroke. I warned them that my health (heart attacks) was not good and they continued on. The ceiling was leaking and they just covered it up and of course the stains started to appear again. After reading these reviews from landlords I am wondering if this agent actually goes after tenants but then does not pay out on the insurance? They are after me for a fraudulent claim and I have told them that I have evidence both written and witnesses statements. If only I had known the landlord I could have let them know about the problems I was having,the landlord probably does not know what is being done in their name which is why the issues have not gone to tribunal and the agent has decided safer to go through a insurance agent, but what do I know... I was not the only tenant and when trying get someone to take over the agreement I was told 'there is no way I would rent from this agent', I have the email, I keep very good records. Knock yourselves out.
Refused to pay loss of rent claim
Terrible support experience. Previous tenant trashed my property. Previous agent hid details of damage. Moved to a new agent and tenant asked to leave. Left without paying last couple of weeks rent. Terri Scheer support hid behind previous agent not supplying them details of how bond was spent fixing damage. I recommend steering clear of them. Policy cancelled as they don’t have a sense of customer support.
NEVER USE TERRI SCHEER
I have a landlord policy with them and my tenant put the plug in the vanity turned the tap on and walked away. I contacted Terri Scheer about the damage once I have received quotes to repair totlaing over $3500. I was told by them that this was no covered by them as it was poor housekeeping. I disbuted this and was again denied. I then saw their TV add when the child over flows a bathtub and rang again to be told that my policy was taken out before that add so there fore did not included flooding by a tenant.
I am also an agent and never recommed that any of my landlords use Terri Scheer.
NEVER NEVER TRUST TERRI SCHEER
Dont touch them
I had 3 policies with this lot and have finally taken all 3 elsewhere they will not pay claims always a excuse like holes in walls on the plaster corners in a 10 month old home and class this as normal wear and tear. Cost me 3k to fix. Leaking water damage cost me 1.5k to fix. They have now lost 3k a year in business from me.
- Verified customer
Terri Scheer covered everything, highly recommended
Had a bad tenant, didn't pay rent, damaged the house, dishwasher, etc, didn't pay the water bill, and moved out without returning the key or informing the property manager. Terri Scheer covered everything, from bills to replacing the flooring, a new dishwasher, cleaning, repairs, unpaid rent, lock replacement, just everything. Not as quickly as ten days but it all went through pretty soon and smoothly, my property manager did all the communications with them. I was so glad I took out insurance with Terri Scheer. This episode would have left me in a real pickle otherwise. Happened in my first year with them too. I recommend them highly.
When tenants skipped without paying rent and left a trashed house and yard, somehow none of it was eligible for a claim as it was considered ‘lifestyle related’, therefore not eligible. And then only small portion of the unpaid rent that was deemed eligible was less than the excess I needed to pay.
I wouldn’t use these guys, i had to spend $$$$ of my own money to fix the tenants mess, and I still can’t figure out what on earth they actually DO cover.
3months into an ongoing claim
I am positive that all the bad reviews are honestly correct. I've been paying for terri sheer preferred insurance through my agent for the past 18 years (yes, you read that correctly, 18years) for the same property. And only recently put in one claim for my lounge room floor damage, which requires sanding and polishing. Started my claim on the 4 April, now entering the 3rd month and correspondence from them is only every 2/3weeks, which has always only been to advise me that they need more paper work to confirm that the property was indeed tena...nted!!!???, and delays from their lost adjuster/contractor. On one call, i asked for the contact details of a manager/head of department/ceo, only to be told there is none! Not much shown for long term customer loyalty it seems! I can definitely say that once this issue is resolved, i won't be renewing my policy with them. I have also just found out that agents/property managers receive a bonus/commission in the form of paid holiday trips interstate or bali depending on the number of policies they sell during the year. Which also explains why most of the positive reviews I've read just happen to be from property managers. My honest advice to anyone thinking of using this insurance company, is don't, and change agents if yours insists that you should have one. Their laziness decision on my claim will determine my actions on whether to blog about it on social media and youtube, as companies like this need to be exposed and with todays tech, they can be.
This insurance company will pull all sorts of reasons to refuse your claim. warning!!! stay away!!!
We took insurance around 14 months ago because our agent recommended Terri Scheer (TS). We had damages, theft and loss of rent. The rental tribunal ACAT decision was in our favour for close to $10,000 in damages. We applied to TS to be compensated. TS pulled all the reasons in their disposal to refuse the claim- Who you were insured with before? Did you have landlord insurance from before? From who? We were sure that we did and had no idea that there was no previous landlord insurance with NRMA. Because of that TS refused the claim. Does it mat...ter that we had landlord insurance in place with TS when the tenant left and ACAT ruled in our favour? No! Prior to NRMA we were insured by our bank and had a landlord insurance in place, but that policy was cancelled when we took all policies with NRMA and were not aware that we did not have a landlord insurance with NRMA prior to taking the policy with TS. That was an honest mistake. And besides, TS now unearthed another clause – if the tenant was in arrears in a period of three months prior to taking the policy with them, then they will not honour the claim. That is even if the tenant fails to pay for a month or a week in the preceding three months. Our tenant was in arrears but in an email from our landlord it was confirmed that the tenant paid all rent and that was prior to taking the policy with TS. Does that matter to TS? No! Additionally, TS claimed that if they knew that our tenant was in arrears for any amount of time in the three months prior to taking a policy with them, they would have refused to insure us. Obviously, they did not ask, and we took the policy. They also did not disclose this condition and this being a TS policy. Instead they gladly took our payment and while they were making a review as to their negative decision regarding our case, we had to renew the policy. We renewed in good faith that the outcome will be positive. The decision was negative. We then had no choice but to ask for a refund. It took them weeks to give it. Other clients of TS reported they had similar experience… a pattern of behaviour in refusing claims by this insurer from all sorts of reasons. We feel that we were treated unfairly by TS and will not recommend anyone who reads this to get their insurance with them. If we knew before about this amount of negative reviews, we would have stayed away. When we told our agent, they appeared shocked after an ACAT decision in our favour and TS behaviour, but we think there is collusion as other previous clients of TS also were recommended to use them by their agents…. Again, another pattern that needs top level investigation ….
- Verified customer
Pricy but hopefully worth it
I have been using Terri Scheer for Landlord Insurance for a couple of years now. They are consistently more expensive than other products out there. So my only hope is that in the unfortunate instance that I might have to put a claim, TS pays it without any hangups!
Moreover, I found that at time of renewal, getting a new policy online turns out to be cheaper than renewing the previous policy! Not a fair go for customers coming back to TS in my opinion!
- Verified customer
After having insurance with a banking organisation for 4 years and when finally needing to make a claim for malicious damage only to be told that I wasn't covered I changed to Terri Scheer, thank heavens I did. 12 months later I was saddened to hear that my new tenant had passed away and not been found in the house for 5 days. With the help of my property agent and the Terri Scheer assessors we were able to rectify all problems and have the property ready for new tenants in a matter of weeks. The process was smooth, efficient and timely. Thank heavens I changed to Terri Scheer
- Verified customer
Disgusting and adds misleading
After 8 months of providing receipts and photos of the damage that tenants did to our house, I'm still waiting for a payout. Their adds are misleading and not a true indication of their service. They kept contacting me and i kept up with supplying what they asked for. Would have been better to send out an assessor, which i invited them to do. They have come back with just about every excuse as to not pay out. Stating" its not covered under landlord or building" which was the cover i took. Or "that's under contents" (my contents went into storag...e, no need to cover them with TS) whichever suits them on the day. Why wasn't i told this in the first place??? Stay clear of them. They keep changing the rules to suit them. Off to ombudsman now! Don't waste your money or time.
From someone who works in property management. Don't use them!
I work in real estate & we recommend Terri Scheer to our landlords. I thought several years ago I would change my landlord insurance from RACV to Terri Scheer. I have several rental properties. Never had to claim until very recently still going on with personal property which is only 3 years old. They are happy to take your money each year but when it comes to claims. NEVER again will I recommend to my landlords & I am going to be changing my policies back to RACV. You include in your claim, invoices that you had to pay for out of your own poc...ket & they reject those too. Claiming tradesman repair costs $10,000 for damages & only getting back $6,000 where am i going to get the extra money to pay tradesman & make the property liveable to re-let now I have to cut corners. That's without cleaning, rubbish removal which I have to do myself & pay for myself out of own money not bond cause bond is all used in other expenses. As you see cleaning & rubbish removal are not covered in insurance they are claimable expenses from the bond but when bond is all used guess who ultimately pays. THE OWNER. The real estate agency it was rented through had locks changed, tradesman charged $440 this has all been paid for out of bond but guess what claim doesn't cover the total invoice cost only a small portion of it. Are you serious. Yes there are people who scam insurance companies but I am not one of them all I want to claim back is what the tradesmans costs are going to be not 1 cent more. I am so furious why even bother having insurance seriously. Not happy at all.
Still Not Looking Good.....
Up date to our December review. Surprise surprise we are still waiting. We are now waiting for this claim to be escalated for the third time. Terri Scheer now state they are asking their under writers Suncorp Insurance for advice (best excuse so far yet , the list is endless). They state malicious damage by tenants is not covered unless you can prove it. Pretty sure it is illegal to film tenants actions. All the advice we are now getting is to take it up with the ombudsman. This company is telling us to take it up with the building insurer and...they are saying that it should be covered by Terri Scheer. (tenant related) We are now at a complete stale mate and we are taking big losses. Steer clear of Terri Scheer at all costs... February 28th 2018 Update: Nice adds on television....Come in suckers!! TERRI SCHEER (SUNCORP) most trusted crap insurance. We will look after you. I am writing this from my nursing home because that's how long I've had the claim... seriously still waiting some 4 months and only been paid 1/4 of what they approved. So i payed all repairs myself (some 20 thousand) so tenants could move in. They threatened us not to pay loss of rent as we must move fast to repair damage. That's my saved funeral money which by the time it settles I'll need. Seriously do not trust them they have dodged more bullets than Ned Kelly. Talk about stepping the claim, list is endless. I am more than happy to talk to anyone who would like to know more . I am at I Havebeenretirement home. Ps I've been with them 11 years . Have luck if your newbies. Steve..Claim; TSC91325.
Best insurance company
Ive been a real estate agent for 7+ years and have done many claims with different companies and have found Terri Scheer by far to be the best! Never had a claim refusal and always had money back within 10 days unless they needed more documentation from me. Excellent company highly recommend!
Run! Stay Clear, They Don't Care. Pure Torture.
I've had alot of trouble with this insurer.
A simple claim took 2 years to resolve and over a year of torture for every inch of the legitimate claim resulting in heavy losses.
Even if you're desperate please stay clear from these people.
Go elsewhere. It is nothing like their tv ad where the pan is on fire, bathroom overflows ad to make it appear easy. 100% FAKE.
- Verified customer
Terri Scheer will not pay you full compensation
What a shame Terri Scheer Insurance take your money for LandLord Insurance, but when it comes to the crunch of claiming, ours was for a tenant absconding with weeks owing and leaving a mess with cat urine and scratching all over the walls they won't properly pay up!!! If the cat was on the lease it would have been covered. What The!!! The tenant had the cat without our knowledge.... Terri Scheer, What do we pay Land Lord insurance for if its not for when a tenant does the wrong thing, isn't that why we pay this insurance. The Unit was a disgrac...e and needed painting, and its NOT just wear and tear!!! Do the moral and right thing and pay us for the repairs... Our real estate agent has tried to talk sense with you also and she is very dissatisfied with your service. So she along with us will be letting others know how you really work!!! Will also be leaving bad experience feed back with whoever I can, to warn others. Shame shame shame Terri Scheer Insurance.
Worst customer care
I took out a landlord's policy with Terri Scheer and received correspondence with my name completely wrong. I wrote to their online customer care, which indicates a 24 response - and have heard nothing since. I eventually had to call them to get them to correct my name, and they did not even care. As a customer I was most put off by the lack of customer care. Terri Scheer are disgraceful
Very small claim, waiting MONTHS for a outcome
Had storm damage on part of our investment property. Had our property manager put in a claim, which realistically should be processed in a few days. But With Terri Scheer it has been almost half a year of going back and forwards and having their people try to determine the cause of the damage, which happened during a huge sydney storm. I thought these guys were good, but they are terrible. Avoid like the plague... no on second thoughts the plague is too good for them, avoid like something much much worse than the plague. Thankyou.
Questions & Answers
@terry Scheer Rep, We are currently awaiting news on our claim which was caused by excessive water, our tenants have broken lease, we need to try and release, but will not be able to do this until works are complete. Ultimately the longer it takes to fix the longer it will remain untenanted. We tried your 1800 number and it not busy or a message to say there is to many callers, just that you cannot call from your current area?? What is going on?
As for non commercial Landlord insurance is non receipt of rental income in this situation covered ?
I tried to reach you on phone to discuss of a claim and waited morthan 30 minutes this whole week. Still cannot get thru.
Do not insure anything with these guys....I’ve been on hold for an hour dealing with a matter that is over a month old. The agent said she’d just ask a quick question...another 20 minutes and I’m still on hold. They’re a joke...
Could I insure my house furniture while it is stored in a shipping container at a secured premise?
Customer Service S.Terri Scheer
Hi John, Thanks for your question. It would depend on several factors if this would be covered by any of our landlord policies. To discuss your needs please give us on 1800 804 016. We're available from 8:30am - 5pm Monday to Friday. - Mandy
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