When something goes wrong at a rental property, landlords naturally have questions.
Whether it is tenant damage, loss of rent or storm-related damage, claims can be stressful for landlords, especially if it is the first time they have needed to use their insurance.
At EBM RentCover, we have helped landlords navigate thousands of claims over the years. That experience, combined with our recent recognition at the Mansfield Awards, has given us valuable insight into the questions landlords ask most often and the misconceptions that can sometimes complicate the claims process.
For property managers, understanding these common queries can help set expectations early and support smoother outcomes when a claim arises.
“Am I covered?”
This is often the first question landlords ask, and the answer depends on the circumstances of the claim and the cover they have in place. Many landlords assume insurance will cover every type of loss or damage, but policy terms, conditions, exclusions and limits always apply.
A claim needs to be assessed against the specific policy wording and the facts of what has happened.
“Should I wait and see if the situation gets worse?”
In most cases, the answer is no. Delaying action can result in further damage and may make the claims process more complicated.
Whether it is a water leak, storm damage or tenant-related issue, landlords should notify their property manager and insurer as soon as possible. Prompt reporting allows the claims process to begin sooner and helps ensure evidence is preserved.
“Can I start repairs straight away?”
Landlords should always take reasonable steps to prevent further damage. For example, arranging emergency repairs to make a property safe or preventing additional water ingress after a storm.
However, where possible, evidence should be retained and the insurer contacted before permanent repairs commence. Photographs, reports, invoices and quotes can all play an important role in supporting a claim.
“Why does the insurer need so much documentation?”
Documentation helps tell the story of what happened. Claims can often be assessed more efficiently when supporting information is provided upfront.
Depending on the claim, this may include:
- Entry and exit condition reports
- Routine inspection reports
- Photos and videos
- Lease agreements
- Rent ledgers
- Quotes and invoices
- Communication records with tenants
“Why hasn’t my claim been finalised yet?”
While some claims can be resolved quickly, others may require additional information, expert reports, or further investigation before a decision can be made.
One of the most common reasons for delays is incomplete documentation. The more information available from the outset, the more efficiently a claim can generally progress.
“Will this affect future premiums?”
The answer can vary between insurers and policies. Insurance premiums are influenced by a range of factors, including market conditions, repair and rebuilding costs, claim trends, and location.
As a result, there is rarely a simple yes or no answer. However, at EBM RentCover, we do not take an individual landlord’s claims history into account when determining premiums.
However, other factors may influence premium pricing over time, including broader market and environmental conditions.
“What should I do now?”
This is the most important question! The answer is usually straightforward:
- Report the incident promptly
- Take reasonable steps to prevent further damage
- Gather relevant documentation and evidence
- Talk to your property manager and insurer
- Keep accurate records throughout the process
About EBM RentCover
Claims are often the moment when landlords appreciate the value of insurance. They are also where knowledge and support matter most.
While every claim is different, being prepared and informed can help make the journey much smoother for everyone involved.
If you are looking to provide additional value to your landlords, partner with an insurer that understands the unique risks of property investment and is there when it matters.
To learn more about partnering with EBM RentCover, visit the EBM RentCover website.