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A personal touch mattered most in the run-up to Christmas

Tue, 31 Mar 2026 16:52:50 GMT

A worrying discovery of a water leak in a third-floor en suite bathroom quickly escalated into a stressful situation for our client’s policyholder. Once appointed to handle the claim, the Prism Claims Group team responded immediately, resulting in a positive outcome for a busy household at Christmas.

Loose connections
A loose connection on a soil pipe was identified as the cause of the leak. Consequently, the property required drying to remove excess moisture, but while this was underway, another issue was identified. The rubber connectors serving the bathrooms on all three floors had failed. The findings were shared with our client, who agreed that all required repairs could be covered under a single claim. This decision helped ease concerns at an already difficult time for the policyholder.

The contractor, part of our professional and trusted network, carried out the repairs with particular care, especially when removing the bath. By doing so without disturbing the surrounding tiles, they avoided the need for tile replacement and re-plastering. This approach significantly reduced disruption and helped ensure the work could be completed before Christmas, which was especially important to the policyholder.

Extensive praise for the team
Throughout the claim, clear communication and personal support played a key role in reassuring the policyholder. The contractor deployed by the Prism Claims Group team offers a rare service in the insurance repair sector: a welcoming office where policyholders can meet in person, discuss the work, and choose finishes like tiles, paint, and flooring over coffee.

Reflecting on their experience, the policyholder shared the following feedback:

“I just wanted to write this email to show our appreciation for all of the hard work and dedication that we have received regarding our water insurance claim.

“We had a great experience from start to finish. Stuart, Steve, and the team kept us fully updated on when the workers would be arriving, what needed to be done, and the timeframes involved.

“Their communication was fantastic and really helped put our minds at ease, especially as we were anxious and stressed when we first discovered the leak.

“The workers themselves were excellent; clean, tidy, polite, and very professional. They got on with the job efficiently, went above and beyond, and their attention to detail was spot on. The way they tidied up afterwards made it feel as though they had never been in the house, which we really appreciated.

“We were also supported over the phone whenever needed, and visiting the new office added a personal touch to the whole process. The staff took the time to sit down with us over a coffee, talk through exactly what needed to be done, and show us all the options for tiles, paint, flooring, and more. This made the decision-making process much easier and gave us confidence in the work being carried out.

“Thanks to the contractor’s expertise, we didn’t need a full bathroom replacement, which saved time and ensured the work was completed before Christmas, exactly what we wanted. Having options available throughout the process was a huge help.

“We couldn’t be more appreciative of this company and would happily use them again for private works in the future. Working in HR and dealing with trades, labour, and managing directors nationwide, I can honestly say every member of staff has been a delight. If I could, I would snap them up in a heartbeat.

Thank you again for everything!”

A positive outcome for a policyholder
This claim is a strong example of how thoughtful repairs and customer-focused service can create positive outcomes for all.

By carefully removing the bath and preserving the existing tiles, the contractor also kept costs to a minimum, saving over £1,000.

Prism Claims Group is driven by delivering outcome-focused claims handling. Those outcomes include optimal loss and expense ratios, exemplary customer satisfaction, and full compliance.

A fast, stress-free service for a vulnerable customer

Mon, 30 Mar 2026 16:09:50 GMT

At Prism Claims Group, we strive to achieve the outcomes that matter most to our stakeholders. This was demonstrated in a recent case in which we handled a motor-impact claim for our client, on behalf of a vulnerable customer.

Despite the challenging circumstances, we were recognised for delivering a positive experience.

The insurance claim was made after an ambulance accidentally reversed into a patient’s driveway wall. The customer we dealt with, whose mother had been unwell and unable to handle the claim, was pleased with a completely hassle-free experience with Prism Claims Group.

During the closing call, the customer’s daughter praised Prism Claims Group, saying: "You have provided me with really fantastic service, the communication has been great, and I have had to do no chasing. This was really lovely, given that it is my mother’s claim. She has been poorly and wasn’t able to take on the stress of this claim. All-round great service from both Prism Claims Group and the contractors who attended."

She contrasted her experience with another insurance company, calling it “terrible experience,” and commended Prism Claims Group for completing the claim more quickly and smoothly.

The claim process itself delivered fantastic outcomes, demonstrating the efficiency, professionalism, and a human touch that Prism Claims Group is known for:

Contractor appointed: 17 October
Survey completed: 23 October
Scope and costs approved: 26 - 31 October
Repairs commenced and completed: 6 - 7 November

Louise Couldwell, Operations Director, said: “From survey to completion, the entire process took just 11 days, with all service levels met throughout.

“This is a great example of our commitment to proactively set, meet, and beat expectations for policyholders and their insurers. But also, applying a bit of common sense and kindness in an already stressful situation.”

Prism Claims Group is supported by a trusted, vetted network of licensed contractors that can be quickly deployed to deliver a professional service that combines high-quality craftsmanship and cutting-edge technology.

Working together, the contractor and Prism Claims Group delivered the outcomes that mattered most, including:

A prompt, stress-free service for a vulnerable customer
Controlled indemnity spend
Protection of our client’s positive brand reputation

Louise concluded: “We put people at the heart of every claim, prioritising the outcomes that matter most to them. We call it looking at claims through a different lens. Something we instil in all our fantastic people.”

A fast, coordinated response to a leaky problem

Sun, 29 Mar 2026 16:16:55 GMT

On behalf of a major insurer, Prism Claims Group and its supply chain worked quickly together to deliver an excellent outcome for a policyholder.

In Autumn 2025, a resident reported a water leak behind their kitchen cabinets. The leak was severe enough that they had to turn off the mains supply, as water continued to flow whenever it was turned back on. A plumber had already attended but was unable to identify the cause.

At 09:11, immediately following the First Notification of Loss (FNOL), Prism Claims Group deployed a leak detection specialist to investigate the ongoing leak. By 11:50, they were on site, just over two hours later, and had successfully identified the issue.

The cause of the leak
The property, a new build still under warranty, was found to have an installation fault: the boiler cupboard had been fixed to the wall, piercing the mains pipe. Thanks to data from the leak detection specialist, Prism Claims Group was able to confirm an early recovery opportunity for their insurance company client to pursue with the builder or developer.

Rapid response and seamless coordination
The following day at 11:58, the leak detection report was made available to the insurance company for review. ‘Escape of Water’ cover was approved, and by 16:53, Prism Claims Group was mobilising trades.

The next day at 13:11, the tradesperson deployed by Prism Claims Group visited the property, removed the kitchen unit, and exposed the damaged pipe. Prism Claims Group is awaiting the reinstatement scope, and the policyholder is arranging the pipe repair directly.

Outcome highlights

Same-day investigation and cause identified
A leak detection specialist onsite within two hours of instruction
Report received and cover approved within 24 hours
Contractor on-site the following morning
Early recovery opportunity identified under the new build warranty
Reduced the need for alternative accommodation and minimal disruption
Consistent communication and customer support throughout

A simple focus on customers

Working as one, the team moved quickly to identify and fix a small issue causing a big problem: repairing a leak and getting a policyholder’s water running again. It’s a great example of seamless teamwork, quality workmanship, and putting the customer first. We’ll continue to monitor reinstatement progress and support the policyholder every step of the way.

Prism Claims Group goes back to school!

Tue, 24 Mar 2026 16:48:56 GMT

Rob Ford, Vendor Manager at Zurich Insurance, invited members of the Prism Claims Group team to help deliver a much-needed improvement project at Wimborne Primary School in Southsea, Portsmouth.

He said: “After seeing a plea for help in the Wimborne Primary School newsletter, I asked Prism Claims Group if they would be willing to volunteer their time along with mine, to restore and refresh the school’s boundary wall, ensuring it was safe, sturdy, and welcoming in time for the start of the new school term.”

Carl Daborn, National Contractor and Surveyor Performance Manager at Prism Claims Group, was one of the team members who took part.

He said: “We were delighted to offer our support. However, beyond painting, light gardening, and basic DIY skills, it’s fair to say that we needed to tap into our network of building repair contractors!

“That’s when we turned to Topmarx, specialists in the reinstatement and restoration of residential and commercial properties. Incidentally, Peter from Topmarx also had his children attend this school when they were younger.”

The boundary wall, measuring 25 metres long by 1.7 metres high, needed some TLC. To start, protective measures were put in place to ensure safety and minimise disruption. Vegetation and weeds growing along the wall were then cleared away, creating a clean base for the repairs. Essential masonry works were carried out, including repointing sections of the wall and replacing damaged bricks.

Once the brickwork was completed, the surface was prepared by scraping back any bubbled or loose paint. A fresh, durable paint finish was then applied across the entire wall, giving it a clean and vibrant new look.

James Fairbairn, Director of Solace Loss Adjusting, part of the Prism Claims Group, said: “It was a great day well spent doing something positive for a good cause. We were pleased that Rob asked us to help out. We all pull together as a team in our day jobs anyhow, but we’re not always face to face, so it was a great opportunity to get to know each other better.”

Carina Jacobs, Headteacher at Wimborne Primary School, said: “We’re incredibly grateful to Zurich, Prism Network, and Topmarx for restoring the wall in our outdoor learning area. Their work has created a safe and inspiring space for our children, who were thrilled to return to school and see the transformation.

“The wall is now ready for our site team to paint a beautiful mural, and the excitement among the pupils is truly heartwarming. Thank you for helping us bring creativity and learning outdoors!”