Most claim frustration isn’t bad luck — it’s predictable friction that landlords can reduce in advance
Claims don’t usually stall because insurers “don’t want to pay”
When a landlord claim becomes stressful, it’s easy to assume the worst.
But in reality, most delays and disputes come from a handful of repeat issues — the same ones insurers, brokers and loss adjusters see over and over again.
The good news is: these issues are often avoidable.
This article explains the five most common reasons landlord claims stall, and the simple steps that keep things moving.
1) The claim is reported late (or to the wrong place)
One of the biggest delay triggers is slow or unclear notification:
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The incident happens on a weekend and nobody reports it until days later
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The agent and landlord assume the other has notified it
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The landlord isn’t sure whether to call the broker, insurer, or managing agent
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Repairs begin without the right notification route, causing confusion later
How to prevent this
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Keep your policy schedule and insurer contact details in one place (phone + email)
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Agree a simple rule with your agent: “who reports what, and when”
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If you’re unsure, report promptly and clarify next steps — speed matters
2) Evidence is missing (or arrives in the wrong format)
Many claims stall because the insurer is still trying to answer basic questions:
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What happened?
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When did it happen?
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What damage occurred?
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What emergency actions were taken?
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What will it cost to put right?
If the evidence isn’t clear, the claim becomes a slow back-and-forth.
How to prevent this
Create a simple “claim evidence habit”:
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Photos/video of the damage (wide shots + close-ups)
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A short timeline: when discovered, when reported, what actions taken
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Contractor notes or invoice for any emergency works
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Copies of relevant communications (tenant/agent messages)
This doesn’t need to be formal — it just needs to exist.
3) The policy schedule doesn’t match the real-world situation
This is one of the biggest causes of claim friction — and it often isn’t deliberate. It’s just paperwork lagging behind reality.
Common examples:
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The property is used differently than described (e.g., short-term use or multi-occupancy arrangements)
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The occupancy status has changed (frequent voids)
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A significant refurbishment or extension has occurred but documentation hasn’t been updated
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The policyholder details don’t match ownership (individual vs company)
How to prevent this
Before anything goes wrong, do a 10-minute accuracy check:
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Address and property type
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Use and tenant type
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Occupancy/void pattern
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Ownership/policyholder details
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Any unusual features or changes since the policy started
If you’re comparing quotes, accuracy also makes the comparison meaningful.
4) “Gradual damage / wear and tear” becomes a dispute
This is a common flashpoint in landlord claims.
Insurers often differentiate between:
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sudden, identifiable events, and
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deterioration over time
That doesn’t mean landlords “can’t claim” — but it does mean that unclear evidence and unclear timelines create disagreement.
How to prevent this
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Report issues quickly and keep a simple repair record
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Keep photos when a defect is first noted and when it’s repaired
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If tenants report an issue, keep the message trail and contractor response
A small documentation habit can prevent a big dispute later.
5) Access and authority delays (tenant, agent, contractor)
Even when cover is accepted, claims can stall because nobody can do the work:
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Tenant won’t allow access at the right time
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Contractor availability pushes repairs back
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The agent isn’t sure what they’re authorised to approve
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The landlord wants multiple quotes but doesn’t set a decision deadline
Delays here can increase the overall loss and extend disruption.
How to prevent this
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Decide in advance who can authorise emergency works and up to what amount
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Keep a short list of trusted contractors
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Set a “repair decision window” (e.g., “I will approve within 24 hours”)
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Ensure your tenants know the emergency access process
What this means for landlords
A smooth claim is usually built before the claim exists:
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Accurate policy paperwork
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Clear reporting route
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A simple evidence habit
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Basic maintenance/repair records
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Fast access and authority decisions
These aren’t glamorous — but they are exactly what separates calm claims from stressful ones.
How NetRent & Clear can help
We can review your existing insurance documentation and highlight where:
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the schedule may not match reality
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you may be exposed to avoidable claim friction
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your cover structure might not align with how you let your property
Claims support clarification:
Clear’s in-house claims support applies only to policies arranged through Clear.
Regulatory note
NetRent Insurance Services is a trading name of NetRent Ltd. NetRent Ltd is an Appointed Representative of Clear Insurance Management Ltd, which is authorised and regulated by the Financial Conduct Authority.
This article is general information only and does not constitute advice.
Contact us
Telephone: 01352 721300
Email: insurance@netrent.co.uk