Case Study: Delivering flexibility and speed for a complex escape of water claim

How we delivered a £450k settlement in weeks

When a major loss occurs, clients need more than just insurance - they need flexibility, speed, and a team that understands their priorities. This case study shows how we delivered a tailored solution for a client facing a significant escape of water claim.

The Situation

Our client experienced escape of water at their home, causing extensive damage to the ground floor. All flooring needed to be lifted, which meant kitchen units would have to be removed, and the client would need to move into alternative accommodation. However, due to business and personal circumstances, the client wanted to avoid this disruption and requested a cash settlement instead, allowing them to manage repairs in their own way and on their own timeline.

Our Approach

Under pressure to secure a cash settlement quickly, we bypassed the usual tender process - which can take 8-10 weeks once a surveyor is appointed and has visited - by working with our trusted supplier network to produce accurate costings. This allowed us to negotiate a cash settlement of over £450,000 in a much quicker timeframe without the usual delays, meeting the client’s requirements and exceeding expectations.

Outcome

The client was delighted with the result. The settlement allowed them to handle repairs on their own terms, avoiding unnecessary disruption. As part of the claim, the client also installed a leak detection system - an included benefit with some high-net-worth insurance policies - helping to prevent future incidents.

Why a Specialist Private Client Claims Team Matters

Complex claims require more than process - they require understanding, flexibility, and the ability to and deliver solutions that go beyond standard procedures.  By combining expertise and insurer partnerships, we ensure clients receive fast, fair outcomes, even in challenging circumstances.