Insurance insights

The anatomy of a landlord insurance claim

For most landlords, insurance is something they hope they never need to use. But say a storm damages a roof, or a tenant decides to stop paying rent, the claims process becomes a moment that really matters…

Understanding how a landlord insurance claim works can help set expectations and ensure claims are resolved as quickly as possible.

While every claim is different, most follow a similar journey from the time you tell your insurer that something has gone wrong through to settlement.

Step 1: Something happens

Every claim begins with an unexpected event. Common landlord insurance claims include:

• Storm, fire or water damage to the property

• Malicious, intentional or accidental damage caused by tenants

• Theft

• Loss of rent, including rent default

• Legal liability

When something happens, it is important landlords take steps to protect the property and prevent further damage where it is safe to do so. Early action can often minimise the extent of the loss and the time required to settle a claim.

Step 2: Chat to your insurer

The next step is lodging a claim ASAP. Providing clear, accurate information upfront helps the claims team begin their assessment and can reduce the need for follow-up requests later. Information commonly requested may include:

• A description of what happened

• The date and time of the incident

• Supporting photographs or videos

• Quotes, invoices or repair estimates, including causation report

• Property management reports

• Lease agreements or rent ledgers

• Police reports (where relevant)

The more information you provide, the better.

Step 3: Claims assessment and investigation

Once a claim is lodged, a claims specialist will review the information provided to understand what happened and how the policy may respond.

This process involves confirming key details such as whether the policy was active at the time of the incident, whether the loss may be covered, and what additional information may be required to progress the claim. The team will also determine whether any urgent action is needed to secure the property and prevent further damage.

Depending on the circumstances, further investigation may be required to establish the cause and extent of the loss. This can include:

• Reviewing tenancy and property management records

• Assessing photographs and supporting evidence

• Obtaining repair estimates

• Appointing a loss adjuster

• Reviewing reports from tradespeople or other specialists

The information gathered helps the claims team assess how the policy applies, including whether the loss is covered, any relevant exclusions, policy limits and any excess that may apply. While some claims can be resolved quickly, more complex claims may require additional investigation before a decision is made.

Step 4: Settlement

If a claim is accepted, the focus shifts to helping restore the landlord’s financial position as closely as possible to where it was before the loss occurred. Depending on the nature of the claim, this may involve paying for insured property damage, covering loss of rent and reimbursing costs covered by the policy.

In most cases, the insurer will provide a cash settlement, allowing the landlord to arrange repairs. The amount payable will depend on the policy, the loss and any applicable excesses or policy limits.

Step 5: Claim closed

Once a settlement is finalised, the claim can be closed. However, it’s about more than simply paying a claim. A positive claims experience is one where you know what to expect throughout the process. At EBM RentCover, communication remains one of the most important elements of positive claims management.

What helps a claim progress smoothly?

While each claim is unique, there are several things landlords can do to support a smoother claims experience:

• Keep property records and documentation up to date.

• Report incidents promptly.

• Retain photos, invoices and supporting evidence.

• Maintain clear tenancy and rental records.

• Respond quickly to requests for information.

 The goal at EBM RentCover

Understanding the claims journey can help landlords if an incident occurs. While no two claims are identical, the goal remains the same: helping landlords recover from unexpected losses and return to normal as quickly as possible.

Got a question about how your policy responds to your situation? The EBM RentCover team can help – 1800 661 662.

*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 here, contact 1800 661 662 if you have any questions.