Although we have tried our best to provide as much help throughout the site, we understand that sometimes you just can't find the answer that you are looking for. So to make life easier for you, our help section hopefully answers any question that you may have. Again for your convenience, we have broken questions into topics to make it easier to find what you are looking for.
If you still can't find the answer you are looking for, please contact us.
My contact details have changed, how do I update my policy?
If either your correspondence address, e-mail address or telephone number has changed, please contact us and we will be happy to update your details.
I don't want to receive any marketing communications anymore, how do I stop them?
Letsure also tries to keep marketing communications to a minimum, however if you no longer wish us to contact you, we will be happy to remove your details from any future communications. Please contact customer services but bear in mind that it can take a couple of weeks for your information to be completely removed. You will still receive communications relating to any insurance policies that you hold with us.
I am unhappy with the service, how do I make a complaint?
Firstly, we are very sorry that you have had problems with our service and we would like to assure you that we will do our utmost to resolve the matter.
If you have not already spoken to us regards the matter, please contact us on 0800 035 8242. Alternatively you can email us at email@example.com or write to us at:
Letsure, Hestia House, Edgewest Road, Lincoln, LN6 7BL.
Your complaint will be acknowledged as quickly as possible but always within 5 working days and we will detail our complaints procedure to you.
If following our final response to you, you are still dissatisfied; you may be entitled to refer the matter to the Financial Ombudsman Service:
By writing to:
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
By telephone: 0845 080 1800
About our Cover
How do I qualify for cover?
To qualify for cover, you must satisfy the following conditions:
There must be a written Tenancy Agreement that complies with all the requirements of any relevant legislation and statutory instruments;
You must collect, before letting the property to the Tenant, at least a months rent for the property in advance as a deposit;
You must obtain, for each Tenant before letting the property:
a) a satisfactory Comprehensive Tenant Assessment; or
b) a satisfactory financial or credit reference and one other satisfactory reference or; where
applicable for each guarantor:
c) a satisfactory Comprehensive Tenant Assessment; or
d) a satisfactory financial or credit reference.
If you do not use Letsure as your tenant reference provider, you will pay a higher premium for Rent & Legal Protection.
What does your policy cover?
The table below shows a high level summary of the cover available, for full details please refer to the policy wording.
Can I get immediate cover?
Yes, we offer immediate cover provided that you are able to either pay the initial deposit or premium in full. If you wish to arrange cover please call 0800 035 8242.
Can I get cover for a few months?
RentSure Silver is available to purchase for either a 6 month or 12 month period. You can select this when purchasing the policy.
Making a change to your policy
Do I need to tell you if I move address or my tenants change?
You need to tell us about any material change that may affect your insurance cover. A material change is one which would cause the underwriter to change your price, terms or whether to offer cover or not. Examples of changes that you need to tell us about include – changes to the tenancy i.e. new tenant types or unoccupancy, changes to the value of your building and contents, damage or theft whether claimed for or not, major building works and extensions to name some. If in doubt, please contact us and we can inform you whether it affects your insurance policy.
How much will it cost to make a change?
If you make a change to your landlord's insurance policy, your price will be calculated based on the new details versus your original price. The difference between the old and new price will then be calculated over the number of days that your policy is left to run, depending upon the change this may result in an increase, decrease or your premium remaining unchanged. Letsure may charge you a fee for making a change to your policy. Our current fees are shown in the Initial Disclosure Document.
Can I make a change to my policy online?
Unfortunately, we are currently unable to offer you this service but we hope to offer this service in the future. To make a change you will need to contact us.
Cancelling your policy
Will I get a refund if I cancel my landlord's insurance policy?
Your insurer will provide a refund of the unexpired portion of your premium provided no claims have been made on your policy. Letsure may also charge a cancellation fee of up to £40 depending on when your policy is cancelled, please see the Initial Disclosure Document for full details. If you are paying for your premium through Close Premium Finance, they may also charge you a fee which would have been provided to you with your original documents from Close.
Can I cancel if I have made a claim?
Yes, you can cancel if you have made a claim but you should be aware that generally there will be no premium refund due to you.
Making a claim on your Rent & Legal insurance
How do I make a claim?
Details on how to make a claim can be found here.
Do I have to pay an excess if I claim?
The typical excess that applies to our RentSure Silver product is 1 months rent. This means that the first rental payment unpaid by the tenant is not covered, typically the tenant's deposit would provide cover for this. View the policy wording.
How long will my claim take?
Unfortunately we are unable to provide timescales as each claim varies depending upon a number of factors. For example, how quickly you provide us or the insurer with full information relating to the claim and any supporting evidence requested. Legal claims tend to take longer as these tend to be more complex and as they may involve court action, the length of time before a case can be heard is sometimes considerable. You can be sure that we will do our utmost to deal with your claim as quickly and efficiently as possible and you should be kept up to date with the progress of your claim.
Price and payment
Does my price include insurance premium tax?
Yes, all of our insurance premiums include IPT at the current rate. All insurance premium tax is paid to the insurer who in turn will pay this to Her Majesty's Revenue and Customs.
Can I pay by instalments?
Most of our products are able to be paid by monthly instalments. The finance is offered through Close Premium Finance who are a reputable finance company. Availability of monthly instalments will be made aware to you when purchasing a policy.
How long does it take to receive my policy documents?
Your policy documents should arrive within 5 working days of the policy being bought, as we use the postal system, sometimes events such as industrial disputes, transportation issues or loss of mail can occur which may affect the delivery timescales. If you have not received any documents after 10 days, you should contact us as there is likely to have been an issue.
Do I have to return anything back to you?
Generally, we do not require you to return anything back to us. If we require anything, you will have been made aware of this and it will also be shown on your covering letter. If you have taken out an instalment plan through Close Premium Finance, you will need to return a signed Consumer Credit Agreement back to them.