A successful claim is built on trust, not just dollars

What makes a successful insurance claim? It is a question Steve Manning has considered countless times. And while most people think in terms of dollar figures, Steve believes the real answer lies in something less tangible: trust. 

If you did not read our article last month that looked at the vital role loss adjusters play in protecting landlords’ interests, you can read it here. In it, Steve Manning (pictured right), an experienced loss adjuster with LMI Group, shared how loss adjusters advocate for clients to ensure fair and thorough claims outcomes, highlighting the expertise and care that goes into managing even the most complex insurance claims. 

This month, Steve talks to us about something a little different... 

Why do communication and trust matter so much in a claim? Steve breaks it down. And once you hear his perspective, you will understand why numbers are not the whole story. 

“It’s never just about the money,” Steve says. “It is about how an insurer communicates, how they manage expectations, and how they support people through the process.” 

Steve has worked across everything from $5,000 landlord insurance claims to major $30 million losses. While the payout is important, he says that even more critical than the dollars is the human side of a claim. When people do not feel heard, or when expectations are not managed properly, things fall apart, no matter the payout. 

According to Steve, one of the biggest challenges in the claims process is managing expectations right from the start. 

“There is a natural distrust of insurance, unfortunately,” he says. "So the first challenge in the claims process is getting everyone to come on side and trust that we are all working together toward the right outcome. And that is not an easy thing.” 

Steve explains that problems often arise when expectations are set too early or without the full picture.  

“Say a builder or expert goes out and says, ‘This whole wall has to come out.’ That gets communicated too soon, before the claim is properly assessed. Then later, someone else says, ‘Actually, it can just be wiped down and cleaned.’ Suddenly, there is confusion and mistrust. People feel like they were promised one thing and got another.” 

It is when early assumptions collide with already fragile trust that delays or disputes tend to follow.  

“We see people say, ‘Stop everything, I want my own expert.’ And in a catastrophe situation, finding someone available can be near impossible so it snowballs.” 

That is why, Steve says, the key is to bring everyone along on the journey with open, consistent communication.  

“We need to be careful not to jump ahead and instead focus on managing expectations clearly at every step. Otherwise, even small differences, like whether an air conditioner is cleaned or replaced, can turn into major points of contention.” 

Add in the stress of catastrophe situations (delays, contractor shortages, property access issues) and the need for clear communication becomes even more critical. 

“A client will move on from their insurer or broker not because of the money, but because they did not feel included or listened to. That is what we want to avoid.” 

According to Steve, a successful claim is one where the landlord feels supported, the property is reinstated, and the relationship is intact at the end. 

“If the building is reinstated and you have got a happy person, that is a win. If you can take the time to explain why something is or is not covered, especially in simple, plain English, that goes a long way.” 

His advice for landlords? Be prepared. Take photos, document everything, and invest in tools that reduce your risk, like water detection devices or upgraded plumbing materials.  

“Even the best insurance is not as good as not having a loss.” 

LMI Group and EBM RentCover are long-standing insurance partners, united by a shared commitment to doing the right thing by landlords. Got a question about cover? Contact EBM RentCover on 1800 661 662.