Case Study: From theft to resolution – a real client story

How we resolved a challenging theft claim

When the unexpected happens, our priority is to make the claims process as smooth and stress-free as possible. Acting as your advocate, we liaise with insurers and keep you informed every step of the way. This case study shows how we delivered on that promise when a client faced a theft from their property.

The Situation

Our client, who had both personal and commercial insurance policies with us, experienced a theft from their property. Quad bikes were stolen from outbuildings, and the incident also caused damage to a fence, a shutter door, and external lighting.

Our approach

From the outset, we worked closely with the client’s commercial executive to manage all communication. This ensured clarity on which quad bikes were covered under the personal policy versus the company motor fleet.

We liaised directly with the insurer to present all costs and secure agreement. The insurer promptly arranged an interim payment to support the client while repairs were underway.

Outcome

While most costs were agreed quickly, the client faced challenges in providing a final estimate for lighting repairs. To avoid delays, we collaborated with the insurer and the commercial executive to agree on a fair cash settlement based on a verbal estimate. This allowed us to close the claim efficiently and ensure the client was fully compensated.

Added Value

Throughout the process, we kept the client informed, answered their questions, and provided advice on reducing future risks. Our proactive approach and strong insurer relationships ensured a smooth and timely resolution.

Why a Specialist Private Client Claims Team Matters

Specialist knowledge matters. Our Private Client claims team understands the complexities of high-value policies and works seamlessly with insurers and other stakeholders to secure fair outcomes quickly. It’s this expertise that gives our clients confidence and peace of mind when they need it most.