Case Study: Coordinating expert partners to resolve a major escape of water claim

How proactive coordination delivered a full settlement on a complex escape‑of‑water claim.

Escape of water remains one of the most significant and costly home insurance risks in the UK, with insurers paying out £1.8 million every day for EOW damage, according to the Association of British Insurers (ABI).

When a client’s home suffered extensive damage from a major escape of water while they were abroad, we leveraged our trusted specialist partners to coordinate a rapid response and manage a complex reinstatement programme. We supported the client from the moment the leak was discovered through to the insurer’s acceptance of the claim.

Estimated claim value: £780,000
Projected remedial works timescale: Six months
Outcome: Insurers paid claim in full

The circumstance

During a two week trip abroad, the client was alerted by their neighbour that water was pouring out from beneath his front door. A friend immediately accessed the property and discovered extensive water damage affecting multiple floors.

An underfloor pipe on the second floor appeared to have failed, causing water to run unchecked for a considerable period. They quickly turned off the mains water and electricity, helping to prevent further damage. The client returned to the UK as the scale of the damage became clear.

The challenge

This was a substantial loss requiring the client to move into alternative accommodation and undertake a large scale reinstatement. Damage included:

• Full removal and reinstatement of three bathrooms
• Significant works to the kitchen, ceilings, walls, and insulation
• Potential rewiring in affected areas
• Extensive plastering, redecoration, and replacement of tiled, wooden, and carpeted flooring
• Numerous contents damaged beyond repair or requiring specialist restoration

The complexity and breadth of the work required immediate, coordinated input from multiple specialist businesses.

The solution

We leveraged our specialist partner network for a structured and fast response

• Polygon – Leak detection, drying, and contents management
  We appointed Polygon to conduct a trace and access investigation to confirm the source of the leak. They also delivered a full drying programme, removed unsalvageable items and packed and stored contents suitable for restoration.
• Quantum Surveying – Independent repair schedule and contractor tendering
  Quantum Surveying were engaged to prepare a comprehensive repair schedule. Their expertise ensured every aspect of reinstatement scoped, and they sourced suitable contractors via a formal tender process.
• Alternative Accommodation – Immediate and long term needs
  The client initially secured a hotel for the first week upon returning to the UK. We then supported him in identifying a suitable apartment for the longer term while repairs took place. alternative accommodation is an important but often overlooked element of home insurance – covering the cost of temporary accommodation when a property is left is uninhabitable following a claim. Find out more here: The importance of alternative accommodation cover

Risk Management: supporting clients in reducing future risks

While no risk mitigation technology, such as a water leak detection system, was in place at the time of the incident, this case highlights how such systems can provide early warning or reduce the scale of the damage.

As part of our Private Client service, we help clients understand and implement preventative measures, including leak detection systems, to reduce both the likelihood and severity of escape-of water incidents.

The result

The insurer accepted liability for the claim under the policy.

Thanks to our strong relationships with specialist partners and our proactive management throughout, the client experienced a streamlined process at every stage - from emergency response through to the development of a clear, six month reinstatement plan.

Key takeaway

This case demonstrates how complex and costly escape-of-water incidents can become, and the importance of having a broker who can coordinate third‑party specialists. It also reinforces the value of proactive risk‑management measures.