A Lumley Claim Story

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Remember the storms in February 2020? They caused some serious upheaval and upsetting losses for many of us, including our clients. Thankfully our experienced team was on hand throughout to guide them through the process of making successful claims.

This is the story of one such claim, as told by our Client Account Handler, Ryan Carter.

“My client called on the 2nd of February in quite a distressed state, having visited their second address to find that large portions of tiled and flat roof at the address had been stripped from the roof following Storm Ciara (which occurred over the previous weekend). The tiles had subsequently fallen onto the cars below causing significant damage to neighbours’ vehicles. Following the torrential rain, walls and ceilings of the property were damp, with risk of standing water in the attic/roof cavity.

Our main concern, in keeping with the client’s train of thought, was that with further rain expected (Storm Dennis), that immediate action was required from a damage limitation standpoint. This was immediately passed over to the insurer’s claims handlers to get a loss adjuster appointed as soon as possible.

I then made a call to the client later that morning, to advise that the loss adjuster would be contacting the client to arrange a visit at the earliest opportunity. In the meantime, she had appointed a roofer to conduct the short and long term repairs, with agreeable timeframes set out with the client.

The loss adjuster visit took place the next day. They appointed a drying company, who visited the address the following Monday (6 days after notification), to mitigate any damage caused by damp or standing water with dehumidifiers and other drying measures.

Various other contractors were employed to deal with remedial work such as repairs to the roof…. all of whom were in touch with the client regularly to give updates on their availability and the work involved to restore the property. These regular touchpoints with the client, who was naturally unable to visit the address, were very much appreciated and reassured her of the situation.

An inventory was also taken to account for any damaged items to be replaced as a result of the water damage.

The claim has since been settled in full and our client was very happy with how everything went.”

Our Client Account Handler, Ryan, coordinated a response quickly and sensitively and kept in touch with our client and the insurer’s claims team throughout the process to ensure he could provide advice and support where needed.

This level of personal service is what we at Lumley Insurance are proud of and aim to deliver to all our clients in their time of need, as we recognise that the true value of your insurance policy is not tested until you need to claim against it.


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