Expert handling turns a disruptive water leak into a positive client experience

When it comes to claims, the right people make all the difference. That’s why we place so much importance on having experienced professionals who truly reflect our values — not just technically capable, but also compassionate and responsive.

This story from our Private Clients team showcases how our expert team, combined with tailored solutions and personal service, can turn a complex escape of water into a smooth and satisfying journey for broker and client alike.

The claim involved a substantial seven-bedroom home owned by an investment banker, with an adjoining indoor swimming pool. A sudden drop in the pool’s water level prompted the client to call their pool technician and broker. The issue? A suspected leak in the filtration system. While there was no visible damage, locating the source would require excavation.

Because we work with trusted, hand-selected loss adjusters who understand our Private Clients policy inside out, our licensed adjuster — also a qualified engineer — was able to attend swiftly. He met the contractor on site, reviewed all prior testing and confirmed cover was in place, even without visible damage.

From the outset, we ensured the client’s chosen contractor could carry out the work. Recognising the need for pace and precision, our adjuster also recommended a simple logging system for site hours, maintaining clarity and momentum.

As the work progressed, it became clear the leak was deeper than anticipated. A digger was brought in, additional restoration planned, and all the while our adjuster stayed in step — guiding decisions, arranging cleaning, and helping source matching tiles to preserve the home’s aesthetic.

The client later shared this feedback in our satisfaction survey:

“One of the reasons we went with Covéa was that they covered water leaks... I’d like to pass on my huge thanks – the approach was very good. The loss adjuster was responsive, reasonable and a total pleasure to deal with. The leak is all fixed…”

Great claims service isn’t just about putting things right — it’s about how we make people feel in the process. For this client, and for their broker, it was a seamless example of our commitment to expertise, tailored solutions and personal service — the hallmarks of our Private Clients promise.