My name is David. I live in Altrincham, South Manchester, with my family. We decided to convert the cellar in our house into a playroom for the children — somewhere to keep all their toys and games. The conversion was perfect for about five years, and then, out of nowhere, water started to come in.
It first showed as mould on the walls, and then there was actual pooling on the floor. My first reaction was panic. It was a health risk — the children couldn’t go anywhere near it. The impact on our home was huge. We couldn’t use the space, and the house wasn’t even sellable in that condition.
My first thought was, “Well, I’ve got insurance. I pay a lot for it — everything will be fine.” I contacted my insurance company, and after a lot of back and forth, they finally sent someone out. Their conclusion was that the water ingress was caused by defective design or workmanship — and for that reason, they refused to cover the claim.
By chance, I mentioned the problem to one of my business clients — I work in the legal profession — and he said, “Why don’t you call Harris Balcombe? They helped us with a business claim.” So I got in touch.
James from Harris Balcombe came round within a day or so. We talked through the situation, and I showed him my policy documents. Straight away, he spotted that the insurer had a duty to fund further investigation under the trace and access clause, if the cause of damage was unclear.
To be honest, after my experience with the insurer, I had no real expectations of success. But James said he’d take it on and referred me to Sophie from his team. Sophie engaged directly with the insurance company, and within a fairly short period, thanks to her persistence, the insurer agreed to cover the investigation.
That trace and access cover allowed us to strip out the cellar, identify the real cause of the water ingress, and prove that it wasn’t defective workmanship at all — it was a natural cause, and therefore covered under the policy. The cellar has now been fully reinstated, and we finally have our home back.
From the very start, Harris Balcombe made it clear that I wouldn’t have to pay them a penny. Their income would come only if the claim was successful, and through their contractor network if we chose to have the repair work done that way. That’s exactly how it worked — I didn’t pay a thing.
Based on my experience, I’d have no hesitation whatsoever in recommending Harris Balcombe to anyone in a similar situation.
sAt this point, you would hope that your insurance company is there to help but unfortunately, this is not always the case. We have known families who have felt intimidated by insurers and have been treated as though they have done something wrong, or are in some way to blame for their situation.
How to respond to a Loss Adjuster
Why they ask
This is to compare your version of events against your policy coverage and timelines.
Smart answer
Always stick to the facts. Avoid speculation or emotional exaggeration.
With a loss assessor
A loss assessor will help you structure your account clearly so you don’t over- or under-share.
How to respond to a Loss Adjuster
Why they ask
They’re basically verifying if the event falls within your coverage period.
Smart answer
Be as specific as possible with the date and time.
Avoid
'I think it was last week sometime...'
Tip
A loss assessor will ensure that this matches other documentation, like alarm logs or photos.
How to respond to a Loss Adjuster
Why they ask
They want to confirm the circumstances and establish liability or negligence.
Smart answer
Answer honestly and clearly, and mention if others were present.
Tip
If others witnessed the event, a loss assessor may advise collecting statements from them to bolster your claim.
How to respond to a Loss Adjuster
Why they ask
They want to validate the items you’re claiming for.
Smart answer
Where possible, provide receipts, invoices, photos or warranty documents.
No receipts?
No stress, a loss assessor may be able to help you establish the value using alternative methods.
Hassle free, no obligations is how we operate. So if you’d like to speak to us call our 24/7 Helpline on 03300229179 or email us at info@harrisbalcombe.com. Or simply click the button below ...