Our experience with the rent protection service has been extremely disappointing. We currently have multiple active claims that have been subject to significant delays and poor communication. Despite assurances that service levels would improve following the change of underwriters/providers, we have seen little to no improvement in claim handling or response times. One claim has now been ongoing since July 2024, which is simply unacceptable. Updates are often infrequent and unclear, requiring constant chasing from our team for even basic information and progress updates. This has made it increasingly difficult to manage expectations with our landlords and has led some to question the value of the cover being provided. Given the premiums charged, the service falls well below what was promised and what we would reasonably expect, particularly when there are more competitively priced alternatives available in the market. The ongoing issues are now having a negative impact on our own reputation as the introducing agent. We have recommended these products to our landlords in good faith, but the continued service failures are reflecting poorly on our business and damaging client confidence. As a result, we are seriously reconsidering our relationship with the provider and whether we can continue recommending these rent protection products to our clients.