# INSURANCE CLAIM SUPPORT LETTER
## Important legal, jurisdiction and formality warning
This is a fictional worked example, not legal advice, a coverage opinion or a promise that an insurer will pay. It concerns a household policy in England and Wales, but the policy wording, endorsements, exclusions, excess, notification conditions, consumer insurance law, FCA rules and evidence requirements control the claim. Do not admit liability, discard damaged property, authorise major works or exaggerate a loss merely because this example says so. Take urgent steps to prevent further damage, keep receipts, cooperate with a reasonable investigation and obtain advice about a coverage dispute, proportional settlement or complaint. The figures below are fictional and must not be copied as facts.
From: Maya Louise Calder, 18 Celandine Avenue, York YO24 3RD
Telephone: 01904 555 631 | Email: maya.calder@example.test
To: Harbour & Heath Insurance plc, Claims Department, 90 Coppergate, York YO1 9NR
Date: 3 March 2027
Policy number: HH-4072-1189
Claim reference: HHI-26-88431
Insured property: 18 Celandine Avenue, York YO24 3RD
Dear Claims Handler,
I provide this support letter for my household buildings and contents claim arising from a sudden escape of water on 24 February 2027. I occupied the property as my main home with my spouse, Elliot James Calder, and our child, Poppy Calder, on the date of loss. I reported the incident by telephone to Harbour & Heath at 09:18 on 24 February and received claim reference HHI-26-88431 from Nadia Hussain. This letter sets out what happened, what we did to mitigate the damage and the amounts currently evidenced.
## Incident and immediate response
At approximately 06:42 on 24 February, I heard water running beneath the kitchen floor. I found the flexible braided connector beneath the first-floor bathroom basin had split, allowing water to travel through the bathroom floor and kitchen ceiling. The stopcock was closed at 06:49. York Water Response attended at 08:05, isolated the basin and confirmed on service report YWR-77104 that the connector had failed. There was no flood, storm or gradual seepage, and no one had moved or damaged the connector deliberately.
Water marked the bathroom vinyl, first-floor landing, kitchen ceiling, kitchen wall plaster, two oak cabinet doors and the hallway paintwork. It also wet a laptop bag, a wool rug and three boxed kitchen appliances stored in the kitchen. We photographed each room at 07:05, 07:22 and 08:14 and retained the failed connector in a labelled sealed bag. We did not begin stripping fixed finishes before Harbour & Heath was notified.
To mitigate further damage, we paid York Water Response £186.00 for emergency isolation and extraction, invoice YWR-77104. We moved undamaged contents to the dry spare room, lifted the edge of the rug, ventilated the kitchen and used a dehumidifier borrowed from a neighbour. We did not throw away the damaged rug, bag or appliances. We have kept receipts and a diary of the drying process. There was no alternative accommodation because the affected areas remained safely usable, although the kitchen was partly unavailable for four days.
On 25 February, Harbour & Heath's appointed surveyor, Gareth Lin, inspected the property. His preliminary note records elevated moisture readings in the kitchen ceiling and first-floor landing. On 27 February, Moorland Building Consultants gave a written estimate for drying, making good and redecorating. Their report MC-2146 says the probable cause is the sudden connector failure and recommends removal of 4.2 square metres of affected ceiling plasterboard, drying for seven days, replacement of 3.8 square metres of bathroom vinyl, and repainting 22 square metres of wall and ceiling.
## Valuation of the present claim
The current quantified claim is calculated as follows:
* Emergency isolation and extraction: £186.00, invoice YWR-77104. * Building drying and repairs: £2,940.00, estimate MC-2146 from Moorland Building Consultants. * Replacement bathroom vinyl and fitting: £480.00, quote MBC-2191. * Replacement of two matching oak cabinet doors: £365.00, quote Alder Joinery AJ-338. * Damaged wool rug, purchased 16 May 2023 for £540.00: current like-for-like replacement £410.00, valuation from North Street Rugs NSR-601. * Damaged laptop bag, purchased 4 August 2025 for £118.00: current replacement £96.00, receipt LC-884. * Three damaged boxed appliances, each unused and retained: replacement total £327.00, being £109.00 each according to receipts dated 19 February 2027.
The subtotal is £4,804.00. The policy excess shown on my schedule is £250.00, so the provisional net claim is £4,554.00, subject to the policy's terms, limits, depreciation rules and Harbour & Heath's assessment. I have not included the value of the borrowed dehumidifier, my own cleaning time, inconvenience or an unsupported allowance for future loss. I understand that a quote is not proof that every item is covered and that Harbour & Heath may inspect, negotiate a reasonable price, apply an excess or calculate settlement under the policy wording.
The arithmetic is £186.00 + £2,940.00 + £480.00 + £365.00 + £410.00 + £96.00 + £327.00 = £4,804.00; £4,804.00 less £250.00 excess = £4,554.00. The repair estimate includes VAT at the rate stated by the contractor. I am not registered for VAT and have not claimed VAT elsewhere.
## Requested next steps and evidence
Please confirm by 17 March 2027 whether Harbour & Heath accepts the incident as a potentially insured event, whether it will appoint a loss adjuster, and whether it authorises the drying and urgent works. I will make the property and damaged items available for reasonable inspection. If you require another quotation, please explain which scope should be priced so that the comparison is fair. I ask that urgent drying is not delayed because delay could increase damage.
Enclosed or available through the claims portal are the policy schedule, call reference, photographs, video of the failed connector, service report YWR-77104, surveyor note, estimate MC-2146, quote MBC-2191, quote AJ-338, rug valuation NSR-601, laptop-bag receipt LC-884, appliance receipts, proof of purchase, and a room-by-room inventory. I will provide bank details through Harbour & Heath's secure portal only.
I have answered the claim questions honestly to the best of my knowledge. I will promptly report any further damage, keep a record of all reasonable expenses and avoid disposing of property until inspection or written permission. Nothing in this letter admits that I or Elliot caused the incident, and neither of us waives a policy or statutory right. If any part of the claim is declined, please identify the precise policy wording, facts and complaint route relied on. I reserve the right to use Harbour & Heath's internal complaints procedure and any appropriate independent dispute-resolution route.
The intended law and jurisdiction for this insurance relationship are those stated in the policy, with England and Wales as the relevant property location and forum for this example. The policy wording prevails over this summary.
Yours faithfully,
Maya Louise Calder
Signature: __________________________ Date: 3 March 2027
Elliot James Calder, co-insured
Signature: __________________________ Date: 3 March 2027