How Concept Claim Solutions Helped Overturn a Rejected Subsidence Claim

As Technical Support Manager, Dan leads the team responsible for keeping websites running smoothly, resolving technical issues and supporting Blam Digital Partners behind the scenes. From managing domains to troubleshooting complex support tickets, he is the person partners rely on when something needs fixing quickly.

Basically, I solve problems. That’s what I do. I am the problem solver… If there is a problem, 99 per cent of the time, given enough time and energy, it can be solved.

The Technical Support Behind Every Blam Digital Partner

One of the biggest reasons people choose to work with Blam Digital is the strength of the support team.

Partners do not need to be technical experts. Instead, they can focus on building relationships with clients and growing their business, knowing that experienced specialists like Dan are there to handle the technical side.

From second line support tickets and website publishing to domain management and email migrations, Dan and the team take care of the complex work behind the scenes. When a technical issue appears, they step in quickly to resolve it, removing the stress so partners can stay focused on their clients.

A Team That Has Your Back

For Dan, one of the best parts of working at Blam Digital is the strong team culture and the freedom to act quickly when something needs sorting.That supportive environment also extends to partners. Whenever challenges arise, the team is ready to step in, offer guidance and find solutions.

Support That Makes Partnership Simpler

For anyone thinking about becoming a Blam Digital Partner, Dan’s message is reassuring.

Don’t be intimidated about what you have to learn… You don’t need to hold all that technical stuff in your brain. That’s our job.

It is exactly what makes the Blam Digital model attractive. Partners can focus on sales, clients and building their business, while the in-house technical team manages the complex digital work behind the scenes.

With experts like Dan supporting every project, partners know they always have experienced help on hand when they need it.

A homeowner made a claim under their home insurance policy after cracks appeared both inside and outside the property, where the conservatory joined the main house.

Although the insurer accepted that subsidence had taken place, it still rejected the claim. Its position was that the conservatory foundations were defective because they were not deep enough for the ground conditions and nearby planting. Relying on a policy exclusion for faulty design or workmanship, the insurer refused to take the claim any further.

For the homeowner, this was not just a technical insurance dispute. Poor communication from the insurer added to the stress, with repeated calls and emails left unanswered at an already difficult time.

Why Concept Claim Solutions challenged the insurer’s reasoning

The insurer pointed to building standards guidance and argued that the conservatory should have been built with deeper foundations. It compared the conservatory with the main house, which had deeper foundations, and said that if the conservatory had been built to the same depth, the subsidence would have been avoided.

However, that argument did not stand up to closer examination.

No single foundation depth was clearly required

The guidance relied on by the insurer did not set out one definitive or “correct” foundation depth for these exact circumstances. That immediately weakened its position.

The ground conditions still created a subsidence risk

Root growth was found at depths below the conservatory foundations. This suggested that even if the conservatory had been built as deep as the main house, movement could still have happened because of the clay subsoil and seasonal ground movement.

The conservatory had performed well for years

Another important point was that the conservatory had stood for around 11 years without any sign of trouble. That long period of satisfactory performance made it much harder to argue that poor design or workmanship was the real cause of the damage.

How Concept Claim Solutions helped the homeowner pursue a fair outcome

A dedicated Loss Assessor from Concept Claim Solutions supported the homeowner by challenging the insurer’s decision on both technical and fairness grounds.

This included:

• Refocusing the case on the true cause of the damage : The key issue was the subsidence itself, not an attempt to rely on a broad workmanship exclusion that did not properly reflect the facts.

• Showing that defective workmanship was not the operative cause : The conservatory’s long, trouble-free service life helped demonstrate that defective design was not the real cause of the loss.

• Exposing weaknesses in the insurer’s technical position: Concept Claim Solutions highlighted the lack of any firm technical standard proving that deeper foundations were required in this case.

• Supporting the complaint to the Financial Ombudsman Service: The homeowner was also supported in preparing and presenting their complaint to the Financial Ombudsman Service, helping to ensure the case was set out clearly and effectively.

The outcome secured with support from Concept Claim Solutions

The Financial Ombudsman Service concluded that the insurer had not acted fairly when it rejected the subsidence claim. The insurer was instructed to:

• reconsider the claim under the remaining terms of the policy
• pay compensation for the distress and inconvenience caused by the unfair handling of the claim

As a result, the claim was able to move forward on a proper basis instead of being shut down on the strength of an unsupported technical argument. Concept Claim Solutions then helped coordinate approved contractors to carry out the required repairs.

Concept Claim Solutions helped ease the pressure on the homeowner

For the homeowner, this was about far more than cracks in a property. The drawn-out dispute and poor communication had caused considerable stress, especially alongside existing health concerns. By challenging the insurer’s position and taking pressure off the customer, Concept Claim Solutions helped ensure the claim was reviewed fairly and progressed as it should.