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Storm Damage Claim Success Story
Storm Damage Claim Initially Rejected Then Resolved Following Further Evidence Review
Written by Darren Carter. Last Updated on October 2, 2026
How We Helped Overturn an Insurer Rejection for a Somerset Homeowner
When storm damage hits a home, the repair costs arrive fast. The insurer’s decision should bring clarity – not another problem.
For Mr and Mrs S in Somerset, it went the other way at first. If you are dealing with a similar situation, you can read more about storm damage insurance claims. After Storm Darragh, part of the gable end of their Victorian property collapsed. Stonework came down. Emergency protection was needed. Repair costs quickly moved into five figures. And then the claim was declined.
The insurer said the damage was due to wear and tear, not storm impact.
That left the Mr and Mrs S facing a 5 figure repair bill and the stress of feeling their claim had not been properly assessed.
When a Valid Claim is Rejected, the Pressure Builds Quickly
This is the part people don’t always see.
Yes, there is physical damage. But there is also the uncertainty. The back-and-forth. The feeling that decisions are being made about your home without anyone really looking closely enough.
That was exactly the issue here.
The insurer’s decision relied on ground-level photographs and later drone imagery. They concluded alleged historic water ingress and mortar deterioration, but they did so without a close physical inspection – even though scaffolding was available.
Mr S had his own close-up photographs. Those images showed something important: what was being described as “evidence of water ingress” was, in fact, part of the property’s original 19th-century construction.
In other words, the assumptions didn’t stack up.
Why The Initial Insurer View Needed to be Challenged
Remote imagery can be useful. It has a place.
But in this case, it was being used to support conclusions that needed proper scrutiny. And that matters, because once an insurer sets out a reason for declining a claim, many policyholders assume that is the end of it.
It often feels that way.
Sometimes it is the end of the road. But not always. Not when the evidence has been interpreted too loosely, or key details have been missed. Understanding how to challenge a rejected insurance claim may help you decide what steps to take next.
That is where we stepped in.
What We Did at Independent Loss Adjusters
We took control of the process and focused on one thing: getting the facts organised properly and presented clearly.
We reviewed:
- the insurer’s inspection reports
- contractor evidence
- the policy wording
- the Stevenses’ own photographic evidence
Then we worked closely with Mr and Mrs S to organise the technical evidence into a coherent claim position, challenging the assumptions that had been drawn from remote images.
That part is easy to underestimate. It is not just about having evidence. It is about presenting it in a way that is clear, relevant, and hard to dismiss.
When the insurer maintained its refusal, we supported the Stevenses through the Financial Ombudsman Service (FOS) process. We prepared and presented the arguments in a structured, persuasive way, keeping the case focused on the actual evidence and the policy position.
Throughout, our role was not only technical.
It was practical, too.
We helped remove pressure from the clients, dealt with the process, and made sure they were properly represented at each stage.
The Turning Point: The Ombudsman Upheld The Complaint
The Financial Ombudsman Service upheld the complaint.
Even then, the insurer initially resisted and offered only a partial settlement. So we continued to represent the Stevenses and pushed for full acceptance of the Ombudsman’s recommendations.
That persistence helped continue the process until the matter was concluded.
The insurer ultimately accepted the Ombudsman’s decision, and the Stevenses received:
- reimbursement of their repair costs (net of policy excess)
- statutory interest
- additional compensation
A claim that had been firmly rejected was overturned.
And not just on paper. In practice. The couple’s financial position was restored, and just as importantly, so was their confidence that the system can work fairly when a claim is properly challenged.
What This Case Shows (And Why it Matters)
This wasn’t a small disagreement over wording. It was a substantial storm damage claim on a Victorian property, with major repair costs and a genuine dispute about cause.
The key issue was evidence – and how it was interpreted.
Quick heads-up, because this comes up a lot: not every declined storm claim can be overturned. Sometimes insurers are right. But where decisions are based on assumptions, incomplete inspection, or weak analysis, there may be a proper basis to challenge the outcome.
That is why professional support may be useful where a claim decision depends on disputed evidence, policy interpretation or the circumstances of the individual loss.
If Your Storm Claim Has Been Rejected, Speak To Us
If your storm damage claim has been declined, delayed, or underpaid, we can help you understand where you stand and explain how our insurance claim process works.
At Independent Loss Adjusters, we provide free initial insurance claims advice at the outset.
If you appoint ILA to manage and negotiate your claim, our standard fee is 10% plus VAT of the relevant settlement amount. Where you choose an ILA-recommended contractor to undertake reinstatement work, the contractor may cover ILA’s fee for the proportion of work they complete. You remain free to appoint your own contractor, and the applicable terms and fees will be explained before you proceed.
We will look at the situation, explain your options clearly, and give you an honest view of what can (and cannot) be done.
No pressure. No jargon-heavy runaround. Just proper independent guidance.
Call Independent Loss Adjusters on 0800 002 5178 or contact us through the website to discuss your claim. If we can help, we will. If there is a better next step, we will tell you that too.
Request Free Initial Storm Claim Advice
- Call Independent Loss Adjusters on 0800 002 5178
- Email us at info@ilauk.co.uk
- Contact us through the website to discuss your claim.
Darren Carter
Head of Marketing & Technology, Independent Loss Adjusters
Posted by Darren - Over 15 years' experience in online marketing within the insurance claims sector and works with ILA's loss adjusters and claims professionals to turn practical claims knowledge into clear, useful guidance for policyholders.
Customer Testimonials
What Our Clients Say After Working With ILA
When an insurance claim becomes delayed, disputed or difficult to manage, it helps to hear from people who have already been through the process. These comments are from clients who asked Independent Loss Adjusters to help them deal with insurers, evidence, claim decisions, settlement offers and repair concerns.
“Extremely professional, reassuring whilst giving a wonderful, friendly service during a personally difficult time. Very thorough in the site assessment and good follow-up.”
“After having a claim rejected for a fallen tree on our house, I had given up all hope of getting anywhere! However, Chris was extremely helpful in fighting this for us and taking to the Financial Ombudsman to get it overturned and payment made.”
“And then we found Chris Thompson at ILA. What a relief. He took everything on with a smile, compassion and confidence. His expertise was invaluable in terms of negotiating with our Loss Adjuster.”
“I was at my wits' end trying to navigate an insurance claim, with everyone involved being obtuse and evasive. Chris answered my pleas and was on the situation immediately. I hope I never have to use a service like this in the future - but if I do, 110% I would use ILA in a heartbeat.”
“Michael will do the job to the end he is a professional in his work. Thanks to his team all my problems were solved.”
“Their staff were friendly, knowledgeable and most professional and organised a loss report within only a few days of my initial call. I highly recommend ILA.”
These testimonials describe individual clients’ experiences. Outcomes depend on the policy wording, evidence and circumstances of each claim.
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Why Policyholders Speak to ILA
A difficult claim often involves policy wording, technical evidence, repair costs and several parties. Our Loss Adjusters help policyholders understand the position and approach the next step with clearer information.
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We review the policy, correspondence and available evidence before explaining what appears clear and what may need further work.
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Tell us what has happened and where the claim currently stands. We will review the initial information and explain whether ILA may be able to help.
Every claim depends on its individual circumstances, supporting evidence and policy wording. No particular outcome can be guaranteed.
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Tell us what happened and where your claim stands. The initial conversation is free and without obligation. We’ll ask a few questions and explain whether ILA may be able to help. You can call us or complete the form; we’ll contact you using the details you provide.
If you choose ongoing support, we’ll explain the service and fee before work begins. Our general fee is 10% plus VAT of the overall settlement. Where you appoint ILA’s recommended contractors for the agreed reinstatement works, our fee is generally covered through that contractor route. The position depends on your claim and the proposed work.
What Happens After You Request a Callback?
When we speak, we’ll ask a few initial questions about the damage, your insurance policy and the current position of your claim.
You don’t need to have every document ready. The first conversation is simply to understand what has happened and whether we may be able to help.
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