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Making a claim is easy

Guiding you through the claims process

Everything in one place

As a finalist in the 2020 Mansfield Awards (recognising excellence in claims) we know the importance of making the claims process easy. To help our clients, we invest in innovative technologies to help provide excellent support from cover to claim. Our online claims portal allows you to easily tell us what happened, provide necessary quotes and invoices, upload documentation and submit a claim. 

Features of our online claims portal

Guiding you step-by-step

We explain exactly what you need so you can manage all paperwork and determine how to successfully submit a claim. 

Automatically resize documents

Our portal compresses and resizes documents and images meaning there is no restriction on file sizes and how many you can attach. 

Save a draft claim

You can start the claims process and return to it later once you have gathered all the correct information. 

Take me to the online claims portal

Help! I need to make a claim… what should I do?

Contact the EBM RentCover Expert Care team

If you need us, we are there.

 

As soon as something goes wrong, you should contact our Expert Care team. The sooner we know, the sooner we can act.

 

Our team will ask questions to understand what has happened and from there can guide you step-by-step through the claims process.  

Grab a notebook and camera

To submit a successful insurance claim you need to be able to tell us what has happened, where and when. If your claim is for damage, you can do help us by:

 

  • Snapping photos (lots of photos) or video of the damage before the clean-up.
  • Making a list of damaged items with as much info as possible, such as brand, model and serial number.

Keep safe and stop further damage

If it is safe to do so, do what you can to stop the damage getting worse. For storm damage, this could include boarding windows or laying a tarp on the roof.

 

It is also a good idea to arrange all emergency repairs necessary to stop the damage from worsening – you don’t need to get our permission first, but do keep the original tax invoices for the claim.

Seek quotes for repairs and keep all receipts

You will need to provide quotes for repairs. Our team will let you know if this is the case.

 

In addition, if the damage is significant, a detailed report from the repairer (also known as a causation report) helps our team to quickly work out what has happened and make an informed decision when processing the claim.

 

TIP: It is important to keep hold of receipts for any work you do or materials you purchase as you may be able to claim those expenses. If you are not sure what to keep and throw out, just give our team a call and they can help. 

Make sure you are across everything you need to know

Before you submit a claim, take note of any excesses you may have to pay. You can find these listed on your coverage summary (which forms part of your policy documentation), or on our website's product pages. Not sure what an excess is? No worries! Click here to learn more. 

 

In addition, it is important to make sure there are no waiting periods in place. A waiting period refers to a period of time within which an insurer will not accept a claim against the policy (e.g. 72 hours after the sale of a policy). Also take note of any exclusions in cover. All of this information can again be found on your coverage summary. 

Got everything you need? Submit a claim

Download a claim form from our website or use our online claims portal to submit your claim and supporting documents. Once you have submitted a claim, you will hear from us within 24 hours (Monday-Friday).

 

If we have everything we need, our team will work to process and settle your claim which is usually done within five working days.

 

If you need us, we are here. If, at anytime, you have any questions about this process, call our friendly team on 1800 661 662 or email claims@rentcover.com.au

$17 million

The approximate amount EBM RentCover paid out in claims in 2020

7,600

The approximate number of claims submitted to our team in 2020

60,000

The approximate number of calls our Expert Care team took in 2020

If you need us, we are here

If you need us, we are here

We make this promise to all who interact with us. Why? Because we want to make sure our services have a positive impact on every single one of our clients (including those who may be experiencing hardship or need extra support). So, whatever your circumstances, our promise to you is - if you need us, we are here.

Our promise

How do we make is easy?

Dedicated claims specialists

When a claim is submitted online, it is assigned a dedicated claims specialist who aims to work on it from start to finish. 

Claims managed in-house

Any claim up to the value of $70,000 is managed in-house, allowing EBM RentCover staff to manage the time taken to process and pay claims. 

A five-day turnaround

Our team works to settle the majority of claims within five working days, pending the submission of necessary paperwork. 

We are human

To ensure clients receive efficiency and consideration, a real person (not a machine) answers calls.

Claim documents

'Loss of rent' claim form (for all RentCover Ultra and RentCover Platinum policies)

Download

'Tenant damage' claim form (for all RentCover Ultra and RentCover Platinum policies)

Download

'Insured events' claim form - such as fire, storm and flood (for all RentCover Ultra and RentCover Platinum policies)

Download

Short-term accommodation claim form

Download
Contact us

Contact us

While landlord insurance is important, we add true value with our service and support. Our claims specialists can guide you through the maze of insurance jargon and answer any questions you have about your policy. 

Contact

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