Home Info Centre COVID-19 update: How to touch base with EBM RentCover
COVID-19 update: How to touch base with EBM RentCover

COVID-19 update: How to touch base with EBM RentCover

26 Mar 2020 4 mins read

During this period of uncertainty, we want to reassure our clients: if you need us, we are here.

Like a lot of businesses, the way we are operating at the moment is not normal. We have had to make significant changes to the structure of EBM RentCover to ensure we can continue offering our support and services.

While we are doing all we can to make sure there is as little interruption as possible, there are a few things you should know when touching base with us. The main one is: we are seeing an influx of enquiries on the back of the Coronavirus outbreak so it may take us a little longer than usual to respond to you. But, rest assured, we are working hard to get back to you.

Please note, we will continually update this page so you are across how we can best support you during this time.


If you need to make a claim, it is business as usual.

We have already invested in innovative technologies to help make submitting a claim simple. Our online claims portal allows you to easily tell us what happened, provide necessary quotes and invoices, upload documentation and submit a claim.

This means you do not need to call or email us – the portal does it all. And, if we have everything we need, our team will work to process and settle your claim as soon as possible.

These are the predicted timelines for submitting a claim (a little different to our usual quick turnarounds, due to the unusual situation we all find ourselves in):

  • If you lodge a new claim, we will touch base with you within 48 hours to let you know we have received your submission and are starting to work on it.
  • If you have already submitted a claim (and have been corresponding back and forth with a claims consultant), there may be a slight delay in hearing from them. Please know your claims consultant is doing all he/she can to review it for you and will respond to your queries within three to four working days.
  • Usually we pride ourselves on settling all claims within five working days (pending the submission of appropriate paperwork). At the moment, as we face uncertain times, this is just not possible. While the majority of claims are being finalised within five working days, it may take a little longer for complex claims.

Important note: we have moved to EFT payments for all claims to try and speed up the claims process.


To ensure we can continue offering our existing clients the service they have come to know and love, a decision has been made to limit the amount of new business we take on. While we are unable to offer our full product range, we still have options available.

  • Options for lanldords here.
  • Options for our agent partners here

At EBM RentCover we have a set of values which underpin everything we do. We believe the decision to amend our product range allows us to continue working to the highest possible standards.

This is a constantly evolving situation, so please continue to check in as things may change.

Paying premiums

Haven’t paid your premium yet? Whether you are a new client, or your policy is coming up for renewal, it is important you have an active and current policy. This is because, if you do not pay your premium on time and cover lapses, you will not be able to make a claim if something goes wrong.

We ultimately want to make sure our clients are covered. You can get on top of your payment and pay your premium here.

Support and guidance

We know you all have questions about how the Coronavirus outbreak impacts your landlord insurance and we have done our best to answer them here. Please bookmark this page as we continue to update it with important information. Also, our Facebook page is another useful resource for keeping up to date with how this issue unfolds.

*While we have taken care to ensure the information above is true and correct at the time of publication, changes in circumstances and legislation after the displayed date may impact the accuracy of this article. If you need us we are there, contact 1800 661 662 if you have any questions. 

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