Case Study

Escape of Water

Mrs. B. is a single mother living in a detached cottage in Surrey. The kitchen and lounge occupied an extension to the home that was built about 10 years earlier, and this extension had a concrete slab with underfloor electric heating.

One day, Mrs. B noticed that at the front of the lounge, on the far opposite wall to the kitchen, blistering of the wall paint was appearing just above the skirting. She contacted her insurer who sent out a loss adjuster to inspect the damage. The loss adjuster put the damage down to a failure of the damp course, and the insurance claim was disallowed.

After a few more weeks, Mrs. B. noticed that the blistering paint was spreading to other walls. Not being satisfied with the quick brush off that she got from the loss adjuster, she contacted CCM.

An in depth investigation by CCM revealed that the drain from the dishwasher had become disconnected from the waste stack located on the rear wall of the kitchen and that the drain water was going down a hole where the drain stack penetrated the floor slab. As the drain connection was hidden behind the kitchen cabinetry and as the escaping water was disappearing down the hole, there was no outward evidence of the leakage… such as water on the kitchen floor.

CCM engaged a survey engineer, from our panel of trusted service professionals, who was able to prepare a report that described the scenario of the leak, which was substantiated by readings taken from test pits, and provided a schedule of the work necessary to repair the damages and to restore the property to its pre-loss condition.

The expert’s report was submitted to the insurer with a request that the previously reputed claim be reopened in light of the incontrovertible evidence provided by CCM. The insurer agreed and the insurance claim was re-established accordingly.

All in all, the cost of the reinstatement works were in excess of £70,000, which would have been disasterous for Mrs. B had she not had the presence of mind to call Certified Claims Management.

Conclusion: DO NOT expect an insurer, or the loss adjuster appointed by the insurer, to look out for your best interests. The insurer employs a claims expert to handle their side of the claim and to minimize the settlement. Why would you expect that very same person… the loss adjuster… to look after your best interest too? Don’t do it… call Certified Claims Management!