From celebration to crisis: A swift settlement after a high-profile theft

What should have been a memorable weekend in London became a distressing ordeal for one of our Private Clients — but thanks to fast action, clear policy guidance, and a compassionate response, the outcome was one of confidence and care.

The client and their partner travelled from the Midlands to Central London to celebrate their wedding anniversary, planning to enjoy a luxury hotel stay and some high-end shopping in Knightsbridge. Arriving in good time, they parked in an underground car park and set off on foot to enjoy their day.

After a few hours of shopping and lunch, they returned briefly to their car to store bags in the boot before heading back out. At around 5:30pm, they returned again — only to find shattered glass on the ground and the rear window smashed. Several bags, including a travel case containing valuable and sentimental jewellery, had been stolen.

They spent hours dealing with police reports, forensic checks and arranging vehicle recovery. By the time they reached their hotel that evening, the celebration had become a disaster.

Swift action, clear communication

The client notified their broker immediately, who in turn contacted our expert claims team. It quickly became clear that the policy’s £15,000 limit for jewellery stolen from an unattended vehicle would be exceeded. Our Executive Claims Manager visited the client at home, reviewed all valuations and supporting documentation, and confirmed the claim would be accepted.

The client was offered a choice:

• A cash settlement up to the policy limit, or

• Replacement items sourced via our specialist supplier network at preferential rates

  
  

Having been clearly briefed by their broker in advance, the client opted for a cash settlement — preferring to seek second-hand pieces with sentimental alignment to the originals.

We processed and transferred the funds immediately, allowing the client to start planning a new shopping trip — and to feel back in control.

Their broker had this to say about our service when handling the claim:

"May we thank you for your speedy and efficient handling of this claim. If only this level of claims service was the norm, our jobs would be so much easier."