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Escape of Water Restoration Claim Overview
When a burst pipe caused significant damage to a residential cottage, what began as a major escape of water claim became an exceptionally complex and prolonged journey for the customer. Multiple contractors, communication challenges and defective workmanship left the policyholder frustrated and with little confidence in the claims process.
Through specialist intervention, clear communication and a collaborative approach, Disaster Care helped bring the claim to a successful conclusion and restore trust in the process.
The Situation
The original incident occurred in December 2022 when a burst pipe caused extensive damage to the property. Over the following two and a half years, the claim involved drying works, reinstatement activity and multiple suppliers.
During this period, the customer also experienced two separate theft incidents, adding further distress to an already difficult situation.
The Challenge
By the time Disaster Care became involved, the claim had been affected by:
- Prolonged delays
- Poor communication
- A lack of continuity
- Missing documentation
- Defective subcontractor workmanship
Incorrect installation of the kitchen floor had resulted in ongoing damp problems caused by the absence of a damp proof membrane. Customer confidence had significantly deteriorated and there was a risk of reputational escalation.
The Response
Following takeover of the claim in June 2025, the team acted quickly to stabilise the situation.
Key actions included:
- Providing previously unavailable survey information to the customer
- Establishing consistent and transparent communication
- Arranging specialist site inspections
- Identifying the cause of the ongoing damp issues
- Developing and agreeing a full remediation strategy
A complete programme of rectification works was approved, including replacement of the kitchen and flooring. Disaster Care North Surrey & Berkshire delivered drying works, while specialist building partners completed reinstatement activities.
The Outcome
The defective works were fully rectified and the property was restored to the correct specification.
Most importantly, the customer experience was transformed. Following what had previously been a difficult and frustrating claim, confidence was rebuilt through responsiveness, professionalism and clear communication.
Customer Impact
The customer described the service as “Nothing but the best.”
They highlighted the importance of regular communication and the professionalism shown throughout the final stages of the claim.
As a result, the customer chose to take out additional policies with Aviva and actively recommended the insurer to others.