Case Study: A tailored insurance solution for a high-value property

Restoring confidence through personal support

When a long-standing insurance relationship began to falter, a homeowner with a complex, high-value property found themselves facing uncertainty at a critical moment. With their renewal date looming, a sudden and unexplained premium hike - paired with poor communication and documentation errors - left them feeling exposed. This case study explores how the Howden Private Client team stepped in to provide clarity, continuity, and a bespoke insurance solution that restored the client’s confidence and ensured their home and valuables were properly protected.

Client Profile

A long-time homeowner with a high-value, Grade II listed property had been with the same insurance brokerage for over 25 years. However, they were frustrated by the quality of service which resulted in last-minute communications and inaccuracies in policy documentation.

The Challenge

The client was contacted about their insurance a few days before the renewal date. A 87% premium increase was quoted without a proper explanation or accurate documentation. Frustrated and concerned, the client sought a new broker who could provide clarity, accuracy, and a more personal approach.

The Solution

The client approached the Howden Private Client team and was connected to Ben Joly  and Daryn Vanhinsbergh for support. From the outset, they provided:

• A thorough review: A detailed assessment of the rebuild valuation and associated costs.
• Clear communication: Transparent, responsive dialogue addressing all questions and concerns.
• Tailored advice: Expert guidance on insuring a listed property.
• Advice on insuring high value items: Support in documenting and insuring high-value jewellery, plus advice on alarm and safe requirements.
• A smooth transition: Coordination of the policy start date to ensure continuous cover and guidance on exiting the previous broker relationship.

Addressing underinsurance

One of the most significant findings during the review was that the property was underinsured by approximately £1.2 million. This posed a serious financial risk to the homeowner. Had a major claim occurred - such as a fire or structural damage – they would have faced a substantial shortfall, potentially leaving them severely out of pocket and unable to fully restore their home.

This issue was particularly concerning given the property’s Grade II listed status, which imposes strict regulations on how repairs and reinstatements must be carried out. The homeowner would still be legally obligated to comply with these standards, even if the policy payout fell short. 

The Outcome

The client successfully moved to a new high value home insurance policy tailored to their property’s unique characteristics and personal needs. The policy included:

• A revised building sum insured which accurately reflected the properties true reinstatement value
• Properly documented and insured high-value jewellery
• Clear conditions for alarm and safe installation

Thanks to Ben’s proactive and empathetic approach, the client’s confidence was restored. Their home and valuables are now properly protected and backed by a team that understands the complexities of high-value insurance.

Key takeaway

This case highlights the importance of attentive, knowledgeable service—especially when dealing with complex properties and high value items.  With the right expertise and a client-first mindset, even the most challenging insurance situations can be turned around.