Background: In October 2023, a severe flood struck Exeter, England (EX6 8LB), causing extensive damage to numerous properties. Among the affected was a single mother of two who found herself in a distressing situation. The floodwaters destroyed almost all of her belongings, forcing her and her children to evacuate their home with only what could fit in their Fiat 500.

Initial Assessment: Our team was promptly engaged to assist with her insurance claim. Upon visiting the site, it was evident that the flood had caused catastrophic damage to the contents of the house, including:

• Furniture and appliances
• Personal items and clothing
• A valuable collection of TY bears passed down from the client’s mother. These bears carry significant sentimental and material value.

Claim Submission: We assisted the client in compiling all necessary documentation to support her claim, which included:

• Photographs of the damage
• An inventory of lost items
• Receipts and appraisals for valuable items, including the TY bear collection
• A detailed report from a flood damage assessor

Challenges Encountered:

1. Comprehensive Inventory Documentation: The sheer volume of destroyed items made documenting everything difficult.
2. Valuation of Sentimental Items: Assigning a monetary value to the TY bear collection, which held deep sentimental value, required sensitivity and precision.
3. Emotional Impact: The client’s emotional distress due to the loss of her home and cherished possessions necessitated a compassionate approach throughout the process.

Resolution Process:

1. Detailed Documentation: We worked meticulously with the client to create a comprehensive inventory of all lost items, ensuring no detail was overlooked.
2. Expert Valuation: We involved experts to appraise the TY bear collection accurately, reflecting its market value and sentimental worth.
3. Supportive Communication: We maintained clear and empathetic communication with the client throughout the process, providing updates and reassurance.
4. Cash Settlement Negotiation: We successfully negotiated a cash settlement with the insurance company. By paying close attention to details, we noted that the flood occurred the day after the client’s son’s birthday, a significant detail that influenced the settlement outcome.
5. Increased Sum Insured: Due to our detailed documentation and negotiation efforts, we secured a 10% increase in the contents sum insured.

Outcome: Our dedicated efforts led to a successful settlement. The insurance company agreed to:

• Fully compensate for the lost contents
• Provide additional funds to help the client rebuild her life and replace essential items
• Increase the contents sum insured by 10%, acknowledging the detailed and comprehensive claim submission

Client Testimonial: “Brilliant service, professional and understanding, very helpful and kept me informed throughout the whole process, can’t thank her enough for her help.”

Conclusion: This case highlights our commitment to providing compassionate and comprehensive support to our clients in their time of need. By combining meticulous assessment, expert consultation, and empathetic communication, we ensured a favourable outcome for the client, helping her navigate a challenging period with dignity and support.