The 5 mistakes landlords make when claiming – avoid them today
An insurance policy is only as good as the claim that follows it. When a burst pipe floods your kitchen or a tenant causes serious damage, that’s when the real value of your cover is tested.
Unfortunately, many landlords lose out on thousands of pounds in valid claims simply because of avoidable mistakes — late reporting, missing documentation, or poor communication with the insurer.
In this post, we’ll guide you through how to make an insurance claim as a landlord — step by step — and reveal the five costly mistakes to avoid.
Step 1: Stay Calm, Stay Safe, and Prevent Further Damage
Your first responsibility is safety. If there’s fire, flooding, or structural damage, make sure all occupants are safe and the emergency services are called if necessary.
Then, prevent further loss — insurers expect landlords to take reasonable steps to stop additional damage. For example:
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Turn off the water at the stopcock after a leak.
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Board up broken windows.
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Arrange emergency plumbing or electrical repairs if required.
Important: Keep receipts for all temporary repairs. Insurers will usually reimburse reasonable emergency expenses, but only if you can prove them.
Step 2: Notify Your Broker or Insurer Immediately
Time is critical. Many claims are rejected because landlords waited “a few weeks” to report them.
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Report the incident as soon as possible, ideally within 24 hours.
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If you’re insured through a broker like NetRent Insurance Services, contact us first — we’ll handle the claim notification for you and ensure it’s presented clearly and accurately to the insurer.
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For larger claims, we’ll liaise with loss adjusters on your behalf and provide supporting documentation to strengthen your position.
Pro Tip: Early reporting can often prevent disputes later, especially where liability or causation is unclear.
Step 3: Gather Evidence and Documentation
Strong evidence is your best defence. From the moment damage is discovered, document everything.
The essentials:
✅ Photos and videos showing the full extent of damage (before any clean-up).
✅ Receipts or invoices for repairs, replacements, or emergency work.
✅ A copy of your tenancy agreement (if tenant-related).
✅ Details of who discovered the damage and when.
✅ Police report or crime reference number (if theft, vandalism, or arson).
Case Example:
A landlord in Cardiff had an escape-of-water claim rejected by their insurer because there was no proof of when the leak occurred. By contrast, another landlord who used NetRent had time-stamped photographs and plumber’s notes taken within hours — the claim was accepted and settled within three weeks.
Step 4: Cooperate Fully with the Loss Adjuster
For larger claims (typically over £5,000), insurers appoint a loss adjuster to assess the cause, damage, and costs.
How to make the process smooth:
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Be honest and transparent about the event.
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Provide access to the property quickly.
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Prepare documentation in advance (photos, invoices, certificates).
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Avoid starting full repairs until the adjuster approves them (unless for safety).
At NetRent Insurance Services, we act as your advocate throughout this process — ensuring the loss adjuster understands the full picture and that your claim is fairly assessed.
Step 5: Keep Records and Follow Up
Once your claim is submitted, track all communication. Keep a record of:
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Dates of conversations with your insurer or broker.
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Reference numbers.
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Promised next steps or timelines.
If delays occur, your broker can step in to escalate the claim and ensure deadlines are met.
The 5 Mistakes Landlords Make When Claiming
1. Delaying Notification
Every policy has a reporting window. Waiting even a few days after discovering damage can lead to rejection.
Example:
A landlord reported a storm-damaged roof two weeks late, arguing the weather delayed access. The insurer refused the claim because damage could not be verified as storm-related.
2. Not Reading the Policy Conditions
Many landlords don’t realise certain actions — such as leaving a property vacant for over 30 days or failing to maintain heating — can void sections of their policy.
Always review your policy conditions and endorsements. At NetRent, we summarise these clearly for every client so you know exactly what’s required.
3. Starting Repairs Too Early
Insurers often need to inspect the damage before repairs begin. Removing evidence can make it impossible to validate the claim.
Do this instead:
Make temporary safety repairs (e.g., turn off water, board windows) but wait for written approval before beginning full works.
4. Failing to Provide Proof
Vague statements like “the tenant caused it” won’t stand up in an insurance claim. Always provide tangible evidence — photographs, receipts, or inspection notes.
A good broker will help you compile this evidence in the format insurers prefer.
5. Not Using a Broker to Manage the Claim
This is the biggest mistake of all. Many landlords who buy insurance direct are left dealing with automated systems and generic call centres when they need help most.
Case Study:
A landlord in Nottingham made a fire claim worth £42,000 on a direct policy. Conflicting reports between contractors delayed payment for five months. When the insurer finally paid, depreciation deductions meant he received only £31,000.
A similar claim handled through NetRent Insurance Services was settled within five weeks — in full — because we coordinated reports, challenged depreciation, and ensured fair valuation.
The Role of a Broker: Your Advocate in the Claim
When you work with a broker, you don’t face the insurer alone. Brokers:
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Notify and manage the claim on your behalf.
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Negotiate directly with loss adjusters and insurers.
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Challenge unfair rejections or under-valuations.
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Re-broke your policy annually to ensure future claims processes are even smoother.
At NetRent Insurance Services, we believe the claim is where your policy earns its worth — and where a broker proves theirs.
Quick Claim-Ready Checklist for Landlords
| Task | Why It Matters | Status |
|---|---|---|
| Emergency safety measures taken | Prevents further damage | ☐ |
| Photos & videos recorded | Core evidence for claim | ☐ |
| Police report obtained (if relevant) | Required for theft/vandalism | ☐ |
| Broker or insurer notified within 24 hours | Avoids late-reporting denial | ☐ |
| All receipts and certificates kept | Supports valuation and payment | ☐ |
| Loss adjuster visit arranged | Validates claim professionally | ☐ |
| Communication log maintained | Prevents miscommunication | ☐ |
Final Word
When disaster strikes, it’s not your premium that matters — it’s your pay-out. And the difference between a smooth settlement and a rejected claim often comes down to preparation, process, and professional support.
By understanding what insurers need, acting quickly, and working with a specialist broker like NetRent Insurance Services, you can avoid the costly mistakes that catch so many landlords off guard.
At NetRent, we handle claims from start to finish, ensuring your property, income, and peace of mind are restored as quickly as possible.
📞 Telephone: 01352 721300
📧 Email: insurance@netrent.co.uk