External and internal cracking in front bay window

What happened

The customer noticed external and internal cracking in the front bay window of the property.

What we did

The claim was assigned to us from our insurer client. The first step was an initial triage call with the customer to get some additional details surrounding the claim. From this we established the best course of action was for a surveyor to attend the property in person to inspect the situation and assess the damage further.

The surveyor’s in-depth inspection confirmed that the cause of the damage was due to gradual damage. Lintel deflection and imposed loads of the first floor had caused the damage to the property, none of which are attributable to subsidence. Being a gradually operating cause, this damage was excluded under the terms of the policy

The result

The final report was completed and the claims handler contacted the customer the same day, informing them that unfortunately no work would be carried out due to the damage not being caused by subsidence and therefore not covered by insurance. Even though the claim was repudiated, the customer was extremely happy with the service and so impressed they renewed their insurance policy with our client.

“Thanks for your quick response – it’s appreciated and your colleague I spoke to earlier was also very efficient too… Thank you again for all your help with this matter… we’ve actually just renewed the insurance through Admiral again because of the excellent way your company and they have dealt with this claim.”

Customer