Making a landlord
insurance claim
We’ll help you get back on track
Before you get in touch
- do what you can to stop further damage and reduce the risk of the claim getting worse
- find your policy documents to check your excess and what you’re covered for
- read our reasons why some landlord insurance claims are rejected
- call the police and get a crime reference number if the damage was caused maliciously or intentionally
Landlord insurance claims
Start a landlord insurance claim here. Using our simple form, you can make a claim online, and our UK-based specialist team at Sedgwick will give you a call back.
Call Sedgwick now on: 0333 207 0560
Home emergency insurance claims
This is the place to start a claim if you have a landlord home emergency insurance policy. Using our simple form, you can make a claim online and our specialist team at CET (provided by the insurer Arag) will give you a call back.
Call the team at CET on: 0343 2272362
Only the insured person or an authorised person will be able to make a claim under your policy. It’s important to tell the team about the emergency as soon as possible. Don’t arrange for a contractor yourself before speaking to the team because they won’t be able to pay for any work that hasn’t been been agreed to in advance.
To make sure you’re prepared, CET will ask the person reporting the claim to confirm:
their name and the let property address, including postcode
the nature of the problem
Home emergency claims are concluded once a contractor has been sent to the property to fix the emergency.
What you’ll need to make a landlord insurance claim
- personal details, such as your address and date of birth
- policy details, including policy number
- details of what you want to claim for, such as property damage
- supporting evidence for your claim, including a cause of damage report (confirmation of the damage from a contractor), photos of all the damage, and a quote for repairs
- crime reference number if you’ve reported the incident to the police and want to make a claim for theft or malicious damage
Our simple four-step process
- Contact us
Contact us as soon as possible to let us know what’s happened. You can do this online, or by phone if you’d prefer to speak to someone. - Fill in the gaps
A dedicated claims handler will work with you to find out the finer details of your claim. We know that claiming can be stressful, and the team will guide you in the right direction. - Review your claim
You’ll then need to send any necessary supporting documentation via our online claims portal, where you can upload documents and photos to help us process your claim. Speak to a claims handler and – depending on the type of claim – you’ll be given access to our claims tracking tool. - Decision
Once we have all of the details, your claim will be reviewed. If you decide to use a supplier appointed by your insurer, you’ll usually be required to pay the excess and then organise a time for the work to be completed. In this situation, you won’t receive a settlement.
If you use a contractor of your choice, you’ll receive a settlement which you can use to pay for the work to be completed. After a settlement is agreed, you’ll usually receive a BACs or CHAPS transfer within 24 hours.
Reasons why some landlord insurance claims are rejected
Sometimes landlord insurance claims are rejected. Here are some of the common reasons why this might happen:
- your personal details or your property’s tenancy or occupancy details have changed but you didn’t let us know
- damage that you want to claim for has been caused by wear and tear or poor maintenance
- you’re claiming for something that isn’t covered by your policy, such as damage to a fence or gate caused by a storm. Remember to check your policy documents before making a claim as they include information about the types of incidents or events that are and aren’t covered
- you’ve breached the conditions laid out in your insurance policy
- you haven’t told us something that would influence our decision to insure you, such as your previous claims history or the occupancy status of your property
Frequently asked questions
To make sure you’re up to speed with how your insurance works and what you’re covered for, read over your policy wording before starting a claim. Most claims will involve the payment of an excess which will be detailed in your documents.
For most policies, you can view your policy documents online through your customer account. Otherwise, please take a look at the documents we emailed to you when you bought your policy or made a change to your cover – one of these will contain your policy wording.
Depending on the circumstances of the claim you may need to provide supporting documents, such as receipts, photographs for damaged areas, or videos if possible.
Completing our online claims form can save you time – it means we have the initial information and can get to work.
The claims team will then give you a call within two days after submitting the form. Remember to keep supporting documents close to hand.
If you need to make a claim in an emergency, it may be quicker to call our claims team at Sedgwick directly.
This can vary based on the complexity of the claim itself, but our aim is to progress your claim as swiftly as possible. The quicker you send us the information we need, the sooner we can process the claim.
There may be several parties involved in your claim, including professional claims handlers and loss adjusters. Claims handlers manage your claim from start to finish, while loss adjusters assess the amount you’re claiming for.
To keep you updated on the progress of your claim, we’ll be sure to contact you at regular intervals, giving you the opportunity to ask any questions. You can also check its progress using our claims tracker.
Insurance excess is an amount you have to pay towards the total cost of a claim. For example, you have a landlord insurance policy with an excess of £300. You want to claim £2,000 to cover the cost of accidental damage . If the claim is accepted, you’d pay £300 and your insurer would pay £1,700 to cover the rest of the cost.
An excess is usually pre-agreed when you buy your policy and you typically have to pay an excess for each claim you make.
If the total cost of the claim is less than your excess, then you won’t be able to make a claim.
Usually, you’ll need to pay your excess at the start of the claims process. However, in some cases, the insurer may deduct the cost of the excess from the final claim amount you receive.
Most payments (either BACs or CHAPS) will be made within 24 hours of a settlement. Should repair work be required, you can either use a supplier appointed by your insurer or a contractor of your choice.
Should you decide to use a supplier appointed by your insurer, they will carry out a cost schedule to agree the claim value before carrying out the work. You’ll usually be required to pay the excess to the contractor and then organise a time for the work to be completed. In this situation, you won’t receive a settlement.
If you use a contractor of your choice, you’ll receive a settlement which you can use to pay for the work to be completed.
