Domestic Water Damage Case Study

Problem

An Insurance Broker contacted us because one of his clients returned from holiday to find their kitchen had been flooded from a bathroom above. Insurers sent their appointed repair network to appraise the damage and subsequently Insurers repudiated liability, claiming that the water had been leaking over a period of time and that gradually operating causes were not covered by the policy.

How we helped

We asked Insurers to appoint a firm of Loss Adjusters and we demonstrated that it had been wrong to reject the claim. We also showed the deficiencies in the appraisal from their repair network and we obtained their agreement to our drawing up a fresh Specification and Scope of Works to serve as the basis for the reinstatement.

Result

Having been faced with a repudiation of liability we turned the claim around. The clients ended up with a new kitchen and bathroom and both they and the broker were delighted.

Problem

Claimants contacted us following a dishwasher leak which had caused damage to their wooden kitchen floor and some cupboards. Unaware of the benefits of hiring a Loss Assessor, the claimants had agreed to Insurers sending in their appointed repair network to specify the damage and create a schedule of works, then to appoint one of their contractors to deal with the reinstatement. Not only did the schedule of works fail to deal with all the damage, the contractors were cavalier and unprofessional and caused even more damage to the claimants’ home.

How we helped

We complained to Insurers and their repair network and received an apology and compensation for our client. We obtained agreement for the reinstatement to be project managed by an independent surveyor – at Insurers’ expense. This included a fresh and comprehensive Specification and Scope of Works, a tender process involving several contractors and oversight of the reinstatement. We also negotiated appropriate alternative accommodation for our clients, ensuring that they got everything they were entitled to under the terms of their policy.

Result

When they contacted us, our clients had reached a stalemate with Insurers representatives and their home had been left as a building site. We took control of the claim and managed the process so that our clients ended up with a proper reinstatement and were able to get on with their lives at the same time, whilst Insurers were forced to meet their liabilities as per the contract with their Insured.