Landlord FAQs

Do you cover boilers?

No, we do not cover boilers as part of the policy

 What’s my rebuild cost and where can I find it?

The rebuild cost is the amount it would cost to completely rebuild your home if it was destroyed beyond repair. It includes the price of labour and materials. This cost is usually lower than your home’s sale price or market value and you can find this on the RICs website.

What does legal expenses cover me for?

Legal expenses covers you for the need for legal action to protect your rental property including:

• Repossession

• Property damage, nuisance and trespass

• Recovery of rent that hasn’t been paid

• Accommodation and storage costs

• Prosecution defence

• Legal and tax advice

• Landlord legal services

The limit of a claim or claims in a policy term is £50,000

What does loss of rent cover me for?

Loss of rent covers the amount of rent that is lost by the owner.

Do you cover a property with DSS tenants?

No, we do not provide cover for properties with DSS tenants

Do you cover houses in multiple occupation?

Yes, we cover properties with 3 or more occupants who are not related. This means that the occupants share a toilet, bathroom or kitchen facilities with other occupants

Do you insure unoccupied properties?

We do not provide cover for property that is left unoccupied for more than 30 days in a policy year

Can I buy a policy if I live outside the UK?

No, we do not provide insurance if you live outside the UK

Do you cover holiday lets?

No, we do not provide insurance for holiday lets

How long does a quote last for?

45 days

I can’t find my address on the search option, what should I do?

Panic… no only kidding. You can enter the address manually just below the search option or call us on the contact us page

What if I don’t have an email address?

Unfortunately we need an email address for you to complete your purchase. You can easily set up an email account with a provider such as google

What does property owners liability cover?

The key cover is against legal liability for bodily injury to another person and damage to anothers property. Our standard limit is £2 million but there are other limit options available for you.

What does employers liability cover me for?

This cover is compulsory by law for all businesses that employ staff on a full time or part time basis with some limited exceptions such as family members engaged in the business who may be exempt. We provide a standard level of legal liability for bodily injury to employees with a limit of indemnity of £10m.

I’m not a business, can I buy this policy?

Yes, this product is for landlords of up to 10 properties.

What are the excesses on this policy?

Please read your policy schedule to understand the excesses on your cover

Can I print my documents online?

Yes, you can find a print option in your browser

Will you send me an email of confirmation of cover?

Yes, you will receive an email shortly after purchase complete

Do you cover a property with students as tenants?

No, we do not provide cover for properties with student tenants

What is covered under contents?

The difference between buildings and contents insurance is that buildings insurance covers the physical structure of the property including the walls, roof and floors, while contents insurance covers items inside the property, like furniture and freestanding appliances. A easy way to think of this is if you were moving house, contents would be just about everything in your home that you would take with you.

What is covered under buildings?

The difference between buildings and contents insurance is that buildings insurance covers the physical structure of the property including the walls, roof, floors and anything that is fixed, while contents insurance covers items inside the property, like furniture and freestanding appliances.

What is the definition of standard construction?

The property is built of  brick, stone or concrete walls and roofed entirely with slate, tiles, metal or concrete

Will you cover the property while building work is being carried out?

Please contact us before you start any work to see if the work being carried out can be covered under the policy.

Are there any hidden costs in changing my policy?

For changes to your policy there are charges that are set out in your policy wording which cover our additional administration costs.

Do I need to inform you of changes to my business?

Yes, we advise that you notify us of any changes to your business.

Where are my policy documents?

Your policy documents are emailed to you when you take out your policy. However you can also log in to your account to access your documents.

How do I cancel my policy?

You can cancel your policy at anytime by contacting us

If your complaint is in the first 14 days we will provide a full return of premium subject to no claim being made. If the cancellation is after 14 days then a pro-rata return will be made subject to no claim being made.

How do I make a complaint?

There are two complaints processes, depending on your type of complaint. If your compliant is in relation to the handling of a claim please contact us

If your complaint is in relation to anything else please contact us

How do i renew?

All you need to do is call us to renew.

Can i make changes to my renewal?

Yes, you can call us to make changes to your renewal.

Why have you declined me at renewal?

There could be may reasons why your renewal has been declined. It could be due to:

  • A change in your business description
  • Claims you have had in the previous 12 months
  • A change in our underwriting appetite based on the overall performance of your trade or the location you are based.

Can I view my new policy documents?

Yes, these will be emailed to you or you can view your policy documents in your online account.

What if I have a claim during my renewal?

If you have had a claim during your policy term, we will take this into account as part of the renewal process and your no claims discount may be reduced depending on the type of claim.

When should I make a claim?

You should advice us as soon as possible of an incident occurring. As soon as we are aware of the incident we can help minimise the impact it may have on you and your business.

How do I make a claim?

You can make a claim by calling us.

How do I track my claim?

You can track your claim by calling us.

How do I dispute a claim against me?

Contact our claims team and we will help reach a fair conclusion between you and the claimant.

What is an excess?

An excess is the first amount of any claim for which you are responsible to pay.

What excess is payable?

Please check your policy schedule for how much excess you’ll need to pay.

Will my claim affect my renewal price?

Any claims you have had in the previous 12 months will be taken into account as part of the renewal process – Depending on the type of claim it could have an impact on your no claims discount.

What if my claim is open during my renewal?

The realistic likelihood of a claim being paid and the amount of the claim will be taken into account as part of the renewal process. If we believe no claim will made or paid, it will not form part of the renewal pricing process.

How do I cancel my policy?

All you need to do is call us to cancel

Am I due a refund if I cancel my policy?

If you cancel your policy a pro rata return premium will be paid subject to you not having had a claim.

What if I have only just purchased my policy in the last 14 days and I wish to cancel?

This is your cooling off period and if you cancel at this time we will provide a full refund subject to you not having had a claim