When Storm Babet hit the UK in October 2023, many UK waterways burst their banks, and several Dundee residents found their homes flooded when the Dighty Burn also burst. At first glance, Mr and Mrs Dolan’s property appeared to have sustained minor water damage due to the flood. Most surface-level damage appeared in the main property’s outbuildings, driveway, and living room carpets.

Immediately after Oakleafe were engaged to manage the claim, our loss assessor, Scott Keane, instructed our network contractor Response Services to mitigate and determine the full extent of the damage. During mitigation, Response discovered black water inside the brick vents on the external wall, indicating that the insulation under the floor would have been sodden and required removal. As a result of the findings, it was essential for the property to be stripped, decontaminated and fully reinstated.

Our clients were frustrated by slow response times from their insurer and its agents, but Scott’s persistence kept the claim on track. Appropriate alternative accommodation was arranged for the policyholder immediately after our involvement. This was important as during surge events, it can be difficult to find accommodation within a specific area the longer you leave it.

We then invited the insurer’s appointed loss adjuster and surveyor into the office to meet with the policyholder’s appointed surveyor and our team. Following fruitful discussions, the scope of work was agreed upon.

With further work by the team led by Scott, the full details and costs of repairs were presented to the insurers, and an incident which had initially appeared to involve only minor damage ended with a settlement being achieved for our clients of over £140,000.