Landlord insurance FAQs
Frequently asked landlord insurance questions
We can cover buildings, rent, property owners' liability, home emergency, landlord's contents and terrorism cover on this product for any buildings that you own and rent out. Find out more by visiting out landlord insurance page.
Our legal advice line will put you in touch with highly qualified experts who can offer information and assistance on a wide range of issues, for help with the following:
- Legal Assistance (available 24 hours)
- Health and Safety issues (available 24 hours)
- Tax advice (available Monday to Friday, 9am - 5pm)
- Stress Counselling (available 24 hours)
An excess is the amount agreed between us and yourself when you accepted the insurance quote and it is the amount that you would pay as the first contribution when a claim is made. You can find your excess on your policy schedule.
Yes, and even better we offer a 0% APR interest direct debit on landlord insurance.
Our landlord insurance can be arranged to cover 5 properties online but up to 10 if you call us.
We're currently unable to offer you the ability to amend your payment details online, so please contact us by phone if you'd like to change your Direct Debit details or change from monthly payment to annual payment.
Once you've received your policy documentation you have 14 days in which to cancel, and we'll refund all your premium, unless you've already made a claim.
If you are unhappy with us for any reason please call the renewal line highlighted on your renewal paperwork. If we can’t solve your problem and you decide to leave us this year, we would need verbal confirmation from the policy holder.
Only the policy holder has authority to cancel the policy. If you need further help, please contact us.
Postal paperwork usually takes between 7 to 10 working days, depending on the Royal Mail.
The credit or debit card payment is taken between 24 to 48 hours later and will appear as RSA on your bank statement.
Depending on your situation and what you need from your insurance, there may be ways we can help you manage your payments to make sure you don’t end up uninsured.
How to get in touch
To talk to us about the options that might be available to you, you can view our phone numbers and opening hours or join a live chat with one of our team by visiting our contact us page.
Please don’t cancel your payments without speaking to us first as we may be able to help.
If you’d like some free, independent advice
There are a number of places that offer free independent advice. For example, the National Debtline offers free and impartial debt advice for people living in England, Wales or Scotland. These independent organisations offer tools and resources to support you if you are in financial difficulty. These include online budget planners, affordability calculators and information on support such as the Breathing Space scheme, which gives a 60 day period where debt cannot be pursued. This scheme can be used once in a 12 month period.
Depending on the claim you're making, in addition to your policy number you may be asked to provide:
- Original documents such as receipts, invoices, instruction booklets or photographs that can confirm age, make, model or cost of the item you're claiming for
- The date you bought the lost/damaged item(s)
- Written confirmation by a qualified electrician that electrical items are beyond repair
- If you've been burgled or had items stolen, you should notify the police immediately and also give us the crime reference number.
To find out more about how to make a claim, visit our claims page.
Yes, you can contact our recommended suppliers directly. The telephone numbers for them should have been provided at the initial call.
You can also find these on the claim confirmation email that you would have received. It's best for you to contact a supplier direct if you have a question for them, this allows them to quickly deal with your query and resolve it. If you need further help, please contact us.
If we've agreed to make a payment on your claim, your personal claims handler will issue either a cheque or bank transfer (BACS) which will be with you within 10 days.
If we agreed to review your claim further, your personal claims handler will have set your expectation during your call and ensured that you understand the next steps.
If you have been asked to provide evidence/information on your claim, your personal claims handler would have informed you what we require to proceed with your claim. Please ensure that your claim number is on all documentation sent to us. To find out more about how to make a claim, visit our claims page.
We are supporting our customers who are most in need by prioritising their calls. Please only call us:
- Where contacting us by telephone is your only option
- To submit a claim
- To renew your policy
- If you have been unable to contact us to pay your renewal due to illness and are worried you may now be uninsured.
Please note that you may have to wait longer than normal, but our team will aim to answer your call as soon as they can.
If you are:
- Impacted by coronavirus
- In self-isolation or caring for someone who is
- Suffering a health issue that prevents you from managing it yourself
Then you can nominate someone to manage your policy on your behalf. If a friend, family member or carer has your consent, they can pay your premium and make some changes to your policy.
To find out more, they can contact us using our online form and we will do our best to support them. Please ask them to specify on the online form that they have your permission to talk to us on your behalf.
If you need specialist help for a loved one, please see below a list of organisations that can offer further support:
- Age UK:
- NHS Responders: for those in need of support from an NHS volunteer
- Alzheimer's UK: Alzheimer’s Society coronavirus advice
Yes, while the advice is in place to self-isolate, we will provide cover under normal terms.
It is a requirement of this insurance under property damage insurance that from the date that you become aware that any building or portion thereof becomes unoccupied for any continuous period exceeding 45 consecutive days that:
- You must tell us immediately
- You operate all security devices on windows and doors (and remove keys), including alarms
- The electricity supply is turned off at the mains unless it’s required for the burglar alarm, security lighting, or automatically controlled heating system involving the electricity supply. All other electrical items must be unplugged
- All water supplies including any heating system be kept drained unless required to operate a sprinkler system approved by us, in which case heating should be kept at no less than 4 degrees celsius between 1 October and 30 April inclusive
- Gas and any fuel supplies be kept shut off at the switch or stopcock where they enter the building or portion thereof unless required to maintain the heating system at no less than 4 degrees celsius between 1 October and 30 April inclusive
- Any additional requirements put forward by us be completed within the timescale specified
- You undertake inspections either by you or the property manager of the property every week where the property is unoccupied. If you are unable to undertake or arrange for inspections please contact us. For our opening hours, please visit our contact us page.
For the period of self-isolation, we will cover your tenant’s friend or family as if they were a member of your family with no additional terms and conditions.
If your tenants’ friend or carer continues to stay after self-isolation finishes, you must advise us so we can update your policy.
Unfortunately not, this optional cover will only protect you from loss of rent and alternative accommodation costs for up to 12 months if the damage was caused by an event that is covered under this policy. For example, fire, storm, flood, escape of water or subsidence.
Unfortunately, in most cases, your policy will not cover Loss of Rent specifically related to coronavirus. If you wish to discuss your specific situation with us further, please contact us. For our opening hours please visit our contact us page.