How The Landlord Insurance Claim Process Works


Whether you own a single investment property or manage an extensive real estate portfolio, you understand the importance of protecting your valuable assets as a landlord. And that means having dedicated landlord insurance to safeguard your investment property.

However, navigating the often-choppy waters of the insurance claim process can be a daunting task – one that is crucial to ensuring you receive the coverage you’re entitled to.

 So, how do you file a claim, and what can you expect?

What Makes a Solid Insurance Claim?

A robust claim includes providing detailed and accurate information to your landlord’s insurance company about an incident that has damaged or lost your property. 

Here are some of the key elements that constitute a strong insurance claim. 

  • Documentation: Consider this your suit of armour in the insurance claim process. Keep consistent records of payments, maintenance, or any recent renovations on your property. Photographs of your property before and after damage will also significantly contribute to your document repertoire.
  • Detailed Incident Reporting: Providing clarity about the incident is crucial. The more detailed your description of what happened, the more equipped your insurer will be to assess the situation.
  • Tenant Involvement: Involving your tenants in your claim process can be beneficial, given they cooperate. They can be called upon to provide relevant information or validate your claim.
  • Professional Assistance: It may often be beneficial to solicit the help of professionals like independent assessors or legal advisors, especially if your claim is complex.

The Insurance Claims Process: Step-by-Step

If life throws curve balls at you, being well-prepared will ease some stress. Let’s walk you through how the landlord insurance claims process works. 

 1. Notification of Incident: In the aftermath of any severe event causing damage to your property or loss of income as a landlord, the first step is to notify your insurer. Be it a natural disaster or damage by the tenant, ensure you report it as soon as reasonably possible in order to make a claim. 

 2. Documentation: Gather all relevant details relating to your claim. This may include photographs of the damage, rental agreements, relevant correspondence with your tenants, or any repair estimates. The more detailed your documentation, the smoother the claims process will be. 

 3. Lodging Your Claim: Most Australian providers now offer online platforms to make insurance claims easy to do. 

You’ll usually need to provide specific details about the incident, such as the date, time, and nature of the incident, along with the supporting documentation you gathered.  

At Duo Insurance, we make it easy to file a claim through our website.

 4. Appointment of an Assessor: Once your claim has been lodged, your insurance broker will appoint an assessor to review it and its damages. Transparency is paramount here, and cooperating fully with the assessor can help speed up the processing time. 

 5. Determination and Payout: After the assessment, if your claim is approved, the provider will discuss the settlement terms. This could mean a cash settlement, repairs, or sometimes a replacement. The specifics will depend on your insurance policy and the nature of the claim. 

Remember, patience is key. Insurance claims can take time to process. Stick to the facts, keep all relevant records, and be on solid ground during your claim experience.

How Your Landlord Insurance Claim is Assessed 

So, you’ve initiated your landlord insurance claim. What happens next? 

After receiving your claim, your insurance provider goes through a relatively formalised assessment process. This process could vary depending on the insurance company, but there are some common factors that you can expect. 

  • Evaluation of Insurance Cover Details: As a provider, we always start by inspecting your policy documents carefully. They will verify the details and confirm whether the incident mentioned matches the type of coverage you have purchased.
  • Documentation Check: Your service provider also reviews all the documentation and proof you’ve submitted along with your claim. This may include photographic evidence, receipts, official reports, witness accounts, and anything supporting your claim.
  • Determining the Extent of Damage: This can be done by reviewing the submitted documents or dispatching an insurance adjuster. The adjuster’s job is to inspect and record the damages as accurately as possible. This step is crucial in valuing your claim.
  • Calculating the Payment: Once the above steps have been undertaken, the insurance provider will determine the payout based on your policy limits, deductibles, and the extent of the damage reported.

Communicating with Your Insurance Company

Open and clear communication is vital during the insurance claim process. Proper communication can significantly affect how quickly and smoothly your landlord insurance claim is resolved. 

Here are some tips and tricks to ensure effective and productive communication with your insurance company. 

  • Document Everything: Record all conversations and correspondences with the insurer. This includes emails, letters, telephone calls and meetings. Note down the dates, names of the people you spoke with and the main points of each interaction.
  • Ask Questions: Understanding the process of an insurance claim can be confusing and overwhelming. Make sure to ask questions if something needs to be clarified. Remember, no question is too naïve or insignificant regarding insurance matters.
  • Be Proactive: Don’t just wait for your insurer to contact you. Stay active in the process. Check in frequently for updates, and provide necessary information promptly to speed up the process.
  • Be Honest: Always provide factual and honest information. Lying or hiding facts can result in a denied claim or even policy cancellation.
  • Seek Professional Help if Needed: If the claims process becomes too complex or you feel the insurer is not acting in your best interest, consider hiring a public adjuster or an attorney who specialises in insurance law to help you navigate it.

How Claim Settlements and Payouts Work

Once you’ve navigated through all the stages of the insurance claim process, you might find yourself amidst a sea of paperwork, terms and conditions. 

But hang tight, because you’re finally at the stage where the claim settlements and payouts happen. 

  • The Settlement Offer: Your insurance company will present a settlement offer based on their assessment of the damages and your policy’s coverage. It’s essential for you to review this offer thoroughly. Understand what it covers and check if it aligns with your initial damage or loss estimate.
  • Communication is Key: If the settlement offer doesn’t match your expectations, don’t hesitate to communicate your concerns with your insurance provider. You can negotiate the terms of the offer or even engage a public adjuster for professional assistance.
  • Payout Time: Your insurance company will process the payout upon accepting the offer. The time it takes can vary, depending on the company’s policies. Stay patient and maintain regular communication with your insurance provider during this period.
  • Post-Payout Duties: After you receive the insurance payout, you are responsible for managing the funds. Make sure to utilise them efficiently to restore your rental property to its former state and ensure it remains a profitable asset.

Remember, the insurance claim process stages can be complex, but they’re designed to ensure fair play and protection for all parties involved. 

Key Takeaways

  • Landlord insurance claims involve several stages, starting from the initial claim to the final settlement and payout.
  • A solid understanding of what makes a successful insurance claim can significantly enhance one’s chances of claim acceptance and payout.
  • Knowing the step-by-step process for initiating an insurance claim equips landlords with vital knowledge and clarity, preventing potential misunderstandings or oversights.
  • Understanding how the provider assesses your landlord insurance claim is key to anticipating any potential areas of dispute or clarification that might arise.
  • Effective communication with your insurance company can simplify the process, and help ensure your claim is handled swiftly and thoroughly.
  • Landlords must be patient and proactive during the claim settlement and payout stage, as it may require further documentation or negotiation.

Ready to get insured?

Our friendly staff are ready to answer any questions.