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.
