One landlord’s journey from frustration to resolution

Running a rental property can bring rewards... and surprises. For one landlord, sporadic late payments from a long-term tenant quickly grew into a serious challenge that pushed them to their limits. 

EBM RentCover supports landlords through situations like these, helping protect investments from late rent and property damage. With guidance every step of the way, claims can be managed smoothly. 

But do not just take our word for it. This landlord’s experience shows how the right support can turn a difficult situation around. 

Let’s go back to the beginning...  

The landlord’s challenges started in late 2024, when a long-term tenant began falling behind on rent. At first, the delays were occasional, but over time they became more frequent. Despite multiple attempts to work out a solution, the situation did not improve.  

By October, the tenant unexpectedly decided to move out, leaving a significant unpaid balance behind and no intention of settling the arrears. While the landlord initially felt some reassurance from their agent about the bond covering the outstanding rent, the reality upon inspecting the property was not as expected. 

“No one mentioned the extensive damage to my carpet, the awful pet odour in every room, the broken garage door, and the general uncleanness of the kitchen,” says the landlord. “So, you can imagine how upset I was when I saw the condition of the house myself and realised what they had done, or failed to do, during their stay.” 

That is where EBM RentCover stepped in.  

Initially, the landlord says they felt apprehensive about making an insurance claim.  

“It was quite grim, and I was pretty nervous. I was spending the money I did not have and everyone warned me at some stage that I should not expect much from the insurance.”  

There was concern about documentation as well. 

“I thought that maybe I did not have the best documents and paper trail to prove my situation and the condition the house was in. That maybe EBM RentCover would ask me to do some insane amount of paperwork, fill out some very complex form, and keep telling me the format of my quotes and invoices are not up to the claim standard.” 

Despite the anxiety, connecting with Jamie from the EBM RentCover team was a turning point.  

“I called Jamie purely to try my luck… And she answered just after three rings, which still comes as a shock even today. And from there everything just went smoothly. I am not saying we got everything sorted overnight. There was still a lot of paperwork to provide because that is just the nature of insurance claims. But she was there every step of the way. She was sympathetic and she let me go on with my rambling. She also explained how and where each policy applies.” 

EBM RentCover ended up paying out close to $9,000 in claims for rent default, loss of rent during repairs and damage to the garage door and carpets.  

The landlord says what stood out most about the experience was the personal attention and care from the EBM RentCover claims team.  

“Having someone who answers a direct line after two to three rings, listens to your questions and has some useful advice, and always sounds so cheerful, is a pretty amazing experience.” 

Top tips for landlords 

This story highlights several key takeaways for anyone managing rental properties: 

• Do not be afraid to ask for help. Insurance claims may seem daunting, but having experts guide you can simplify the process and provide peace of mind. 

• Proactive documentation matters. Keeping detailed records of a property’s condition and tenant communications can save headaches later. 

• Persistence pays off. Even in difficult circumstances, taking decisive action can lead to resolution and reassurance. 

Please note that each claim is considered on a case-by-case basis. Any payout is determined by the terms of the policy, including what is covered, any exclusions, and the limits that apply. We look at each situation individually to make sure any payment aligns with your policy. 

For landlords, these experiences underscore the importance of staying informed and seeking support when necessary. Even in challenging situations, professional guidance and a caring approach can transform stress into solutions. Got a question about a claim? Call the EBM RentCover team on 1800 661 662.