Our in-house Claims Team recently celebrated a Claims Win with a client who had experienced a tricky situation with their insurer, following a flood at their property, and required our team’s assistance to act as their advocate – exactly what we are here to do!
When our client returned home from a short holiday to find that their house had flooded, causing extensive damage to the property and its contents, they immediately called our in-house Claims Team to report the issue and begin the claims process. The client explained how the property was uninhabitable and that they had nowhere else to go.
Unfortunately, the client’s insurer failed to act quickly, and we were made aware that alternative accommodation provisions were not made, even though they were requested. The insurer placed a small claim estimate on the file and advised that alternative accommodation was not available as they believed the kitchen and bathroom were fully operable.
After discussions with the insurer, our Claims Team were able to get the insurer’s Claims Manager to attend the premises, along with our Head of Claims, Alastair. Upon visiting, the insurer soon realised they had overlooked the severity of the situation.
Following this, the insurer paid for our client’s temporary alternative accommodation and provided compensation for their delays. Our team also assisted the client with their contents cover and were able to get them an additional £5,000 paid out, bringing the client’s reserve and payments to a total of £205,000 at the time. we’re pleased to have been able to help our client through the process and see them back into their home.
Below is the feedback we received from the client regarding their experience with our in-house Claims Team:
“McClarrons have been very helpful and supportive throughout […] my house insurance claim following a major flooding incident. Indeed, they have been essential, as until they became involved, the insurer was not prepared to act, or very little.
I initially contacted McClarrons […] and they responded immediately. Much concern was shown, and several emails exchanged over the first few days and even evenings. As a consequence of this, an onsite meeting was arranged by the insurer. Up until this point they had totally refused to acknowledge my situation. They provided no emergency accommodation, stating that my house was habitable. This despite having had a photographer and electrician on site. The house was thoroughly waterlogged throughout and without power, leaving me without light or heating in January. The ceiling had collapsed (with potential asbestos hazard), and carpets, furniture, etc. were green with mould, which was no doubt producing harmful spores. The insurer claimed that the kitchen and bathroom were functioning, and I had somewhere to sleep! This was not the case.
Alastair Morley attended the initial on-site meeting with the insurer and was most sympathetic and supportive. Likewise, he and Michael Seals-Law have been helpful and supportive throughout, alleviating a very stressful and frustrating experience.
Progress with the insurer was very slow, during which time I feel the contents of my house, although already damaged, deteriorated further. Consequently, I lost most of my contents.
Other issues I have been helped with have been negotiation of settlement regarding contents and doubt over extension of accommodation payments.
Regular contact and communication have been maintained with McClarrons, from the early days to the present, with requests for updates from me and offers of help. Not only has help been constantly at hand, but also reassurance, which has given me peace of mind, which I would otherwise not have had.”
In the intricate world of insurance, peace of mind during turbulent times is invaluable. Our in-house Claims Team at McClarrons understand the significance of having robust claims management services in place and will not only manage settlement negotiations for you but will provide you with steps to take in the immediate aftermath to ensure our clients receive the support they need when facing unexpected challenges.
While claims management is an essential aspect of our service offering, it’s just one of the benefits we provide as a trusted insurance broker. By working with McClarrons, an independent insurance broker clients can reap a multitude of benefits which you can read about in our blog. Learn more about the benefits of using a broker for your insurance.
