Concept Claim Solutions: How Expert Loss Assessors Secured a Fair Flood Settlement

When a Flood Claim Is Labelled Something Else

In the aftermath of a severe flash flooding event that made local headlines, one street saw emergency crews pumping water from several properties. Among them was the home of elderly residents whose ground floor had been badly affected.

Yet despite the visible impact and emergency services attendance, the insurance claim quickly became complicated.

The loss was initially recorded as storm damage rather than flood damage, a seemingly small classification that carried major consequences. Inspections were arranged on the wrong basis, specialist drying and decontamination measures were never introduced and the property remained damp for months.

For the homeowners, the situation became increasingly distressing. Living in a damp and contaminated environment took a toll, while neighbouring properties appeared to move through the claims process far more smoothly.

The insurer’s Loss Adjuster later declined the claim entirely, arguing that:

• The policy did not cover “water ingress”
• The damage was caused by wear and tear on a flat roof

This conclusion overlooked several clear indicators of flooding and blurred the line between minor roofing defects and the true cause of the loss.

Concept Claim Solutions Steps In

At this stage, the homeowners appointed Concept Claim Solutions, bringing in a dedicated Loss Assessor to represent their interests.

A joint inspection with a further Loss Adjuster was organised to review the evidence on site. However, the insurer maintained its position, stating there was “no evidence of flood damage” and repeating that internal issues were linked to the roof, which fell outside policy cover.

For the assessor representing the homeowners, the problem was not simply the decision itself but the lack of a thorough technical review behind it.

Building a Stronger Case

Rather than treating the dispute as a routine disagreement, the Loss Assessor approached the claim as a full evidence exercise.

A fresh technical review was carried out to establish exactly how the damage had occurred. This involved:

• Conducting a detailed reassessment of the property
• Photographing low level flood indicators throughout the home
• Completing moisture profiling to trace how water had travelled through the structure
• Providing technical explanations of water ingress pathways
• Separating flood related damage from isolated roof leaks

Crucially, the assessor also assembled independent corroborating evidence. This included meteorological data, flood reports, confirmation of emergency services attendance and contemporaneous media coverage documenting the flooding event.

All findings were compiled into a structured report demonstrating that flooding was the proximate and dominant cause of the damage.

When discussions with the insurer reached a dead end, the Loss Assessor also supported the homeowners in submitting a complaint to the Financial Ombudsman Service (FOS).

A Turning Point for the Claim

The Ombudsman reviewed the case and ultimately agreed with the evidence presented.

The complaint was upheld and the insurer was directed to reopen the claim and reassess it properly as a flood loss.

With the claim reinstated, the homeowners finally received the settlement required to repair their property and address the damage that had been left unresolved for months.

Why Loss Assessors Matter in Complex Claims

For the homeowners, the outcome represented more than a financial settlement. Months of damp conditions and uncertainty had created considerable emotional strain.

Having a dedicated Loss Assessor meant they had a single professional advocating for them throughout the process. From challenging the insurer’s findings to guiding them through the Ombudsman complaint, the support provided clarity at a time when the situation felt overwhelming.

For franchise professionals operating in the UK claims management and loss assessor sector, the case highlights the real value of expert representation. Technical knowledge, evidence gathering and persistence can be decisive when insurers misinterpret the cause of damage.

By managing communication with insurers and overseeing the reinstatement process, Concept Claim Solutions not only helped secure a fair outcome but also restored a sense of stability for homeowners navigating an incredibly stressful situation.