When Mr and Mrs Meldrum discovered damage to their home caused by a failed soil pipe, what began as a worrying situation quickly became overwhelming. Water and waste had escaped into the property, causing damage to floors, walls, and internal structures. Like many homeowners, they immediately contacted their insurer, expecting the necessary repairs to be covered and managed quickly.
Instead, they were told the policy would only cover “trace and access”, the investigation work to locate the pipe, leaving them uncertain about how the wider damage would be repaired or funded. At this point, they contacted Concept Claim Solutions and were introduced to local loss assessor Adam Millard.
The Problem
- Hidden soil pipe failure causing internal property damage
- Insurer limiting cover to trace and access only
- Unclear responsibility for reinstatement works
- Rising stress, uncertainty, and delays
- No clear guidance on how to challenge the insurer’s position
The Support Provided
From the outset, Adam took full ownership on their behalf, this included:
- Conducting a full inspection of the damage
- Gathering photographic and technical evidence
- Reviewing the policy wording in detail
- Preparing a clear scope of works for reinstatement
- Challenging the insurer’s initial position with formal representations
- Liaising directly with the insurer and their loss adjusters
- Coordinating communication so the homeowners no longer had to deal with multiple parties
- Keeping Mr and Mrs Meldrum informed at every stage in plain, understandable terms
The Outcome
As a result of Adam’s involvement:
- The insurer accepted liability beyond trace and access
- Reinstatement works were agreed
- The claim progressed without further unnecessary delays
Most importantly, Mr and Mrs Meldrum were able to focus on their family and home, rather than fighting their insurer. In their video testimonial, they describe Adam as: “Kind and so accommodating – he removed all the stress and hassle.”
If you’re dealing with property damage and unsure where you stand with your insurer, our team is here to help.
Call: 0808-178-6300
Concept Claim Solutions is a trading name of Concept Building Solutions UK Limited, which is authorised and regulated by the Financial Conduct Authority (Firm Reference Number 989782).