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.
Copies of policy documents usually take between 7 to 10 working days to arrive by post, 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 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.
If you’re 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.
For support with this, visit our contact us page where you can get in touch by phone or email.
If you need specialist help for a loved one, please see below a list of organisations that can offer further support:
- In Scotland, visit the Age Scotland website
- In Northern Ireland, visit the Age NI website
- In Wales, visit the Age Cymru website
- In England, visit the Age UK website
- Advice for carers
- Coronavirus information and advice
Alzheimer's UK: Alzheimer’s Society
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.