Case Study: How we overturned an insurer’s refusal

From initial refusal to full settlement: how we got there.

When a client’s chandelier unexpectedly detached from the ceiling, the damage extended far beyond the light fitting itself - impacting the table below, the ceiling rose, and part of the surrounding ceiling structure. What followed was a claims journey that demonstrated the importance of expert advocacy, persistence and understanding policy wording.

The incident

Our client experienced a sudden and unforeseen incident when their chandelier fell without warning. The impact caused:

• Damage to a table and the area below
• Damage to the ceiling rose
• Collapse of a section of the ceiling

What should have been a straightforward claim quickly became more challenging.

Insurer’s initial position

The insurer initially refused to cover the ceiling damage, arguing that the collapse didn’t meet the criteria of an insured event. They suggested that the collapse could have been caused by:

• Wear and tear
• Gradual deterioration
• Potential improper fixing of the chandelier

After further discussion, the insurer reconsidered - but only offered 50% of the cost to repair the ceiling, maintaining their position that the fitting may not have been securely installed.

Howden’s intervention

As part of our claims service, we stepped in to challenge the insurer’s position on behalf of our client. We:

• Argued that both the chandelier and ceiling were secure and properly maintained
• Highlighted the sudden and unforeseen nature of the collapse
• Requested further investigation into the ceiling material and structure

The insurer agreed to undertake more detailed assessments.

The outcome

Following the additional investigation, the insurer accepted that:

• The incident was not the result of wear and tear
• The collapse was sudden, unexpected, and covered under the policy

We successfully negotiated a full payout, reversing both the initial refusal and the later 50% settlement offer.

Result

• Claim paid in full.

Why this matters

This case shows just how important it is to have someone advocating for you when a claim becomes complicated. Initial decisions aren’t always final, and without challenge, clients can be left with reduced settlements or refusals that don’t reflect the true circumstances of the loss.

At Howden, our role is to step in on your behalf - liaising directly with insurers, challenging decisions where necessary, and ensuring the full facts are understood. In this case, that approach ensured the insurer reconsidered their position, recognised the incident as a sudden and unforeseen event, and ultimately paid the claim in full.