Claims Today: January 2018

Spotlight on Claims for Valuables

Valuables make up a significant proportion of our client’s sums insured, and they are often family heirlooms or bespoke items, with great sentimental value. If our insured’s experience a loss, they want to know that we will be able to help them in replacing items of jewellery and watches without any hassle.

Hiscox have a relationship with Aurum Group, who own Mappin & Webb, Watches of Switzerland and Goldsmiths. Aurum Group have held a Royal Warrant since 1897. They have many stores nationwide as well as a workshop in Hatton Garden, where they can commission bespoke items using photographs and valuations.

Additional services offered by Aurum Group include valuation home visits to assist with compiling specified lists and ensuring that sums insured are adequate in case the worst happens. Whilst these services are at an additional cost, they provide our customers with full confidence in the level of cover they have purchased.

When items require replacement, we can replace watches and jewellery from store and this can often be done same day, provided the claim has been agreed and the item is in stock.

CASE STUDIES

Private Client

The Claim
Our insured had suffered with a water leak four months prior to calling our claims team. Her husband had sealed the kitchen ceiling to avoid further damage. Unfortunately recently her husband passed away. The water damage began to show again and so our insured had only been able to use the bath, not her shower. Local contractors let our customer down on multiple occasions and therefore the leak had not been resolved.

What we did
We quickly arranged for an expert leak detection specialist to attend the insured’s home. Once this was completed we appointed our approved building contractor to attend and put her home back to full working order.    

What the customer said
“Had been trying for four months to get the leak sorted with no success but as soon as I rang Hiscox the young lady said she was sure the problem could be sorted. Assessor arrived within a week, builder arrived the next week and work started two weeks later, I was very impressed!”

Commercial

The Claim
Our insured was the victim of a burglary at her home where she ran her business office from. The damage was significant – floor boards had been ripped up, Christmas presents taken and her business laptop and phone stolen. On top of all this, the thieves even stole baby wipes and trainers she had packed in preparation for a hospital stay.

What we did
We quickly ensured the customer’s laptop and phone were replaced to assist her in continuing the running of her business. Following her surgery, we sent the insured a hamper with some get-well-soon treats and champagne.

What the customer said
The customer called to thank us for the assistance on her claim, and said that receiving the hamper had overwhelmed her and brought her to tears. At the time of the call, our insured was sitting with her sister drinking the champagne we had sent in celebration of her successful surgery.

Professional Indemnity  

The Claim
The insured is an events organiser. The claimant, the insured’s client, wanted to prematurely terminate its contract with the insured on the basis that the insured was in breach of contract. The insured disputed this and considered that the client should, if it wished to terminate the contract early, be making an early termination payment to the insured as provided for under the terms of the contract.

What we did
We reviewed the terms of the contract and the circumstances around the termination. We concluded that the insured’s position was legally sound. It did not appear to be in breach of contract and the insured’s client was not entitled to terminate the contract without making the relevant payments. We assisted the insured in drafting correspondence to its client, rebutting the allegations and asserting its position. The client eventually agreed to terminate on the grounds provided for under the contract.

What the customer said
“Many thanks for all your help. It was great having your guidance on this matter. The service from Hiscox has been excellent and I am very grateful for the sympathetic and supportive approach that was taken.”

Professional Liability  

The Claim
Our insured is a dog grooming business which relies primarily on word of mouth in the local area. The claimant alleged that the insured had tied an elastic band around the dog’s ear during grooming. When found days later by the vet, the dog’s ear was severely infected and required a partial amputation. Our insured was very passionate in denial of this claim as elastic bands were not used in grooming practices nor kept on her business premises. The claim had potential to affect our insured’s reputation and business.

What we did
We robustly denied liability. We supported our insured to trial. At trial, the judge decided on an evidentiary basis in our insured’s favour and the claim was dismissed.

What the customer said
Our insured was very happy with the result. Following the dismissal of the claim she wrote “Thank you very much for all your work on our behalf” and wished us “a healthy and peaceful 2018”.