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

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.