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Claims Filing and Processing

  • Updated

What you'll learn in this article:

 

How quickly do I get paid after submitting a claim?

Once all required documentation has been submitted and a claim is complete, claims are typically paid within 7-10 business days.


Will my premium increase if I submit a claim?

Your monthly premium will stay the same for the duration of the coverage period. There is no guarantee that the insurer will agree to issue a new policy after the end of the coverage period. If the insurer does agree to offer a new policy, coverage and pricing may be different.


Will I get reimbursed for repairs if I pay out of pocket to fix damages?

You may seek reimbursement for the cost of repairs by filing a claim under the policy. Check your policy for additional coverage details. You’re not required to make the repairs before filing a claim, but will need to provide documentation that evidences the cost of repairing, rebuilding, or replacing damaged property.


What information will I need to provide to file a claim?

In addition to the claim amount, you’ll need to provide documentation outlined in your policy or requested by LeaseLock, which may include the following: 

  • For physical damage claims, you’ll need to provide relevant documentation to evidence the claim. This includes (but isn’t limited to) a move-in and move-out report documenting damage, dated receipts, invoices, and photos of any damage.  
  • For renter default claims, you’ll need to provide documentation of efforts taken within 30 days of a missed rent payment to mitigate losses. This may include written documentation such as a payment plan agreement between you and the renter, attempts to establish a payment plan, or efforts to repossess the unit. If relevant, you’ll also need to include any evidence of eviction-related fees or expenses. 

If you collected monthly payments using an electronic payments platform other than Zillow payments tool, you will be required to provide evidence of payment.The documentation should include details like unit address, tenant name, payment date, payment amount, running balance, and charged items with names and descriptions.

You might also be asked to provide information and documentation about how you met your obligations to mitigate loss arising out of physical damage or renter default.  See the coverage summary or your policy for details. 


When can I make a claim?

You can file a claim at any point after your coverage begins. However, you can only file one claim under each policy, and it must be made within 120 days after the coverage period ends. Once you file a claim, LeaseLock will cancel your policy. After submission, claimed losses can be revised - however, to streamline the process, you may want to wait until the end of the coverage period to ensure all eligible losses are included.

 

When should I make a claim?

You may only make one claim under each policy, and it must be made within 120 days after the coverage period ends. Once you file a claim, LeaseLock will cancel your policy. After submission, claimed losses can be revised - however, to streamline the process, you may want to wait until the end of the coverage period to ensure all eligible losses are included.


What type of property damage is covered?

Rental Protection is designed to cover a range of physical damage caused by a renter. Physical damage may result from negligence, carelessness, accidents, or abuse by the renter or their guests.

Claims should be backed by documentation like photos of the damaged condition and invoices for the cost of repair.

Covered physical damage caused by pets or renters may include, but is not limited to:

  • Damage to physical structures inside the unit (like flooring, walls, doors, or trim)
  • Damage to fixtures or appliances owned by the insured
  • Excess cleaning
  • Excess trash removal
  • Repainting visibly worn surfaces (beyond touch ups)
  • The labor cost to repair physical damage

Rental Protection does not cover:

  • Normal wear-and-tear or turn costs
  • Exterior damage (including common areas, landscaping, pools, etc.)
  • Personal property (such as furniture or artwork included with a furnished unit)
  • Damage covered by other insurance including smoke, fire and water damage and appliances under warranty

The description of coverage above is for illustrative purposes only. Coverage for any claim will depend on the specific obligations, conditions, and exclusions in the policy. Please read the policy to understand your rights and duties.


Does a deductible apply to Rental Protection insurance coverage?

No, but any deposit will be deducted from amounts covered under the policy. See more about how deposits affect claims


Does my Rental Protection claim affect my renter financially?

If your claim is paid, the insurer may have a right to collect costs for unpaid rent and/or damage from your renter. Your renter's responsibility under the lease hasn’t changed. The renter's credit may be impacted to the same extent it would be impacted if you were to seek payment directly.


How do I submit a claim?

You can start a claim from your Rental Protection policy details page when logged into your Zillow Rental Manager account. You’ll be redirected to LeaseLock Insurance Services, who will handle your claim directly. 

We’ll provide LeaseLock with some of the required background information, such as the renter’s income docs, the lease they signed, and their payment history. LeaseLock will provide you with  instructions about the additional information they need to process your claim.

 

In the case of property damage, does Rental Protection cover the replacement cost or the actual cost?

The replacement cost.

 

How do I make reasonable efforts to repossess the property?

If your renter fails to pay their rent and you can’t enter a payment plan with your renter for the full amount of the overdue rent, demonstrating that you made reasonable efforts to repossess the property is required for filing a Rental Protection claim. 

We can't really tell you what is reasonable because it depends on the facts and circumstances of your situation. If you submit a claim and there is a question about whether the actions you took were reasonable, you will need to provide evidence to the claims adjuster. Evidence might include termination notice, documenting the request to move out, and/or commencing an eviction proceeding.

{Note to customer support: This question will need to be escalated to LeaseLock}

 

 

General Disclaimer
Coverage is subject to policy terms, limitations, conditions, and exclusions. Descriptions of coverage are for informational purposes only and do not alter any insurance policy or guarantee any specific price, quote or coverage. For a complete understanding of the coverage available, please review the terms, conditions, definitions, and exclusions of your Rental Protection insurance policy.

 

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