Details

Copy of complaint lodged with Financial Ombudsman against Terri Scheer/Suncorp:

Date: 01/11/2021

Code Compliance
General Insurance Division
Financial Ombudsman Service of Australia
GPO Box 3
Melbourne VIC 3001
info@codecompliance.org.au

Dear Code Compliance,

Re: Breach of General Insurance Code of Practice

I wish to lodge a complaint regarding the practices of TERRI SCHEER.

• I believe my insurance claim is taking far too long to be processed.
I believe this is in breach of the provisions in section 7 of the General Insurance Code of Practice.

• I am very dissatisfied with how I have been treated by assessors from my insurance company. I do not believe the assessment has been fair or transparent.
I believe this is in breach of sections 6.2 of the General Insurance Code of Practice.

Terri Scheer rejected a hail damage claim to our roof with the reasons given being the roof is old & hasn't been maintained. The roof is old & asbestos, we have always repaired when necessary, but it was not leaking & so we did not feel there was a need to replace the roof as it was still doing its job.

Terri Scheer also completely ignored the shed replacement part of the claim all together throughout the entire claim process even though we have reminded of this on several occasions!
I lodged a dispute to which they agreed to pay about 1/3 of the cost of the roof replacement & claimed that we should have replaced the roof 5 years previously following a cyclone event & subsequent claim, so they would not cover any of the required upgrades to meet Code with our current claim. No mention at all regarding the shed replacement.
I disputed their offer pointing out their clauses 'New for Old', that the roof was not damaged, nor leaking & that we were never advised that our roof needed replacing following the cyclone event & that if we had been we would have claimed that on the cyclone claim at that time as well!!! I also pointed out that they are yet to address the shed replacement.

After waiting approximately 6 weeks for them to get back to me on my final dispute, they have rejected our claim yet again confirming the previous excuses.
They have also increased our annual insurance costs by over $300, probably trying to recoup their expenses, so we will not be re-insuring with this company in the future.
Because the insurance company has accepted that damage has occurred to the roof by part payment of the claim, then any resultant damage to the internal linings or fixtures to the residence should be repaired or compensated for under the claim.

Also, the shed was always included in the claim and we should be compensated for it, as it is not specifically excluded from the policy & suffered damage from the same hail storm event however, they have chosen to completely ignore our claim to the point of not mentioning it in any correspondence.

In support of my concerns above, you can download evidence at the following ‘WeTransfer’ link: https://we.tl/t-1bJyY5kPnN

1. Claim Form submitted 16/6/2020
2. Alline Roofing Quote
3. JD Roofing Quote
4. Australis Roof Quote
5. Fair Dinkum Sheds Quote
6. Tenants' Letter
7. Terri Scheer Letter dated 9/6/2021
8. Ambrose Building Quote
9. Dispute Claim Letter dated 5/5/2021
10. Dispute Claim Letter dated 9/9/2021
11. Email correspondence

Policy Number: TS0242571RBI
Claim Number: TSC127893

Should you require any further information or have any queries, please contact us by return email.

I look forward to your written response to this complaint.

Yours faithfully,
FAYE NEWMAN
Australia
freedompropertyconsultants@bigpond.com

1. Be truthful about their products - less small print, less complication - keep it simple;
2. Be fair
3. Don't lie
4. Lower fees & excesses