Unlike insurers, the cover we offer to individual landlords is based on the principle of discretion. This isn't about being able to say 'no' - indeed, historically we have purchased landlord debt in the vast majority of cases. Rather, a discretionary model means that we can avoid inconvenient red tape, can keep costs down and can process pay-outs to landlords more quickly.
We also have the flexibility to provide assistance when a tightly-worded insurance contract may preclude help - every case is considered on its individual merit by a person, not a computer, where we can use our judgement and insight to help landlords. This might include offering help in unusual circumstances or where a new problem appears. Finally, being discretionary doesn't mean there are no rules. We take our reputation and our responsibilities towards landlords very seriously, we have a clear set of terms and conditions, and we cannot and would not decline to assist you just because we felt like it.