Water damage in rented properties can quickly become stressful for landlords, especially when multiple parties, timelines, and repair works need to be coordinated.

In this case, our Claims Manager, Lisa, supported a landlord through a water damage escape incident affecting ceilings, walls, and flooring in a tenanted property. By taking early control of the claim, she was able to streamline communication, remove unnecessary third-party involvement, and ensure the claim progressed efficiently from notification through to settlement.

The result was a smooth, well-managed insurance claim with minimal disruption to the landlord and tenants, and all valid repair and accommodation costs successfully included.

The Incident

The claim arose after a pipe became disconnected, resulting in moderately minor water damage to ceilings, walls and flooring.

Although the damage was relatively limited, prompt action was required to protect the property and ensure tenants could continue to be supported throughout the process.

Importantly, the issue didn’t require pipe replacement — only reconnection — which helped keep the overall claim value modest.

Early Complication Avoided

At the time the claim was reported, a Loss Adjuster was immediately assigned to the case.  Loss Adjusters are typically appointed to investigate circumstances, assess damage, and provide independent expertise on more complex or higher-value claims. 

However, for a claim of this size, it would have introduced unnecessary additional costs, without adding meaningful value to the outcome.

Our claims manager, Lisa, quickly reviewed the situation and determined the claim could be managed more efficiently without external involvement.

She contacted the relevant parties and successfully requested that the Loss Adjuster step back from the claim early on, helping:

• Reduce unnecessary fees
• Simplify communication
• Speed up the claims process

Delays were minimal and mainly related to tenant coordination and document gathering by the insured landlord.

Ensuring All Valid Costs Were Included

During review of contractor estimates, Lisa identified a line item relating to door adjustments, which were required due to changes in floor levels following repair works.

This item was initially questioned by other parties involved, including the managing agent, as to whether it should be included within the claim.

Lisa carefully reviewed the supporting documentation and challenged this position with the insurer, ensuring:

• The cost was properly justified
• The scope of works was fully understood
• The item was correctly included within the settlement

This ensured the landlord did not absorb additional unforeseen repair costs.

Supporting the Tenants

Following the initial flooding incident, tenants required two days of alternative accommodation.

This was fully reviewed and accepted within the policy cover, ensuring tenants were relocated without delay whilst damage repair work was undertaken at the property.

We ensured:

• Temporary accommodation costs were included in the claim
• Tenants were supported throughout disruption
• The landlord was fully reimbursed for eligible costs (excluding policy excess)

Coordinating Multiple Parties for a Smooth Outcome

Throughout the claim, Lisa managed communication between:

• The insured landlord
• Insurers
• Managing agent
• Contractors
• Tenants
• Initial Loss Adjuster (early stage only)

Lisa managed several hours of focused case handling, ensuring all parties remained aligned and the claim progressed efficiently without unnecessary escalation.

The Outcome

The claim was successfully resolved with:

• Loss assessor involvement removed early to avoid unnecessary fees
• Full approval of repair works
• Inclusion of additional door adjustment costs
• Acceptance of tenant alternative accommodation costs
• Efficient settlement process with minimal delay

The insured landlord confirmed they were extremely satisfied with the outcome, particularly the speed of resolution and clarity of communication.

Top Tip:

For lower-value property insurance claims, early involvement of a loss adjuster is not always necessary.

In many cases, where; damage is straightforward; costs are relatively low  and contractors can provide clear estimates a broker-led approach can help streamline the process and avoid unnecessary third-party fees.

Early guidance often leads to faster, clearer, and more cost-effective claim outcomes.

Wrap Up

This case demonstrates how proactive insurance broking support can simplify property damage claims and protect landlords from unnecessary costs.  By taking early control of the process, removing avoidable third-party involvement, and carefully managing insurer communication, we ensured a smooth settlement and a positive outcome for the client.

If you are a landlord looking for insurance that works for you Get in touch today.

Imagine investing in a stunning, high-end outdoor kitchen—only to have it destroyed overnight by a storm. Not through any fault of your own, but because a neighbour’s tree came crashing down on it.

This was exactly the situation one of our clients faced. And it’s a powerful reminder of why having the right insurance—and the right support behind it—is absolutely essential.

 

A Costly Surprise

After investing in a beautifully designed, high-end outdoor kitchen, our client was ready to enjoy their new space—a space designed for entertaining, relaxing, and enjoying outdoor living at its best.

Then, a storm hit.

A tree from a neighbouring property was blown down by strong winds and landed on the kitchen, causing significant damage. The tree didn’t belong to our client, and the incident was purely a result of natural causes.

Fortunately, thanks to the guidance provided by us when setting up their cover initially, the client was properly insured and ready for the unexpected.

 

Not as Simple as It Sounds

Claims involving third-party elements—like a neighbour’s tree—can quickly become complex. Questions around responsibility, liability, and tense communication can delay outcomes if not handled correctly.

Our Claims Manager, Lisa, took control of the situation with a calm, proactive approach.

By staying in regular contact and working closely with the client’s personal assistant, she ensured everything progressed efficiently. Every question was answered quickly, every update clearly communicated, and every step handled with care.

This level of attention turned what could have been a frustrating process into a manageable one and gave the client confidence every step of the way.

 

The Outcome

Despite the complexity, the claim was successfully settled within 7 months.

The client and their team were so impressed with the seamless handling and Lisa’s expertise that they entrusted us with even more of their business—a testament to the value of doing things right.

 

Key Takeaways

• Having the right insurance in place protects you when it matters most
• Expert guidance and clear communication is crucial
• Complex claims—even those involving third parties—can be resolved smoothly with the right support

 

Why This Matters More Than Ever

Storm damage is becoming increasingly common. What once felt like a rare event is now something property owners must actively prepare for.

The difference between a stressful ordeal and a smooth recovery often comes down to one thing:

Are you properly insured—and supported—before something happens?

 

Top Tips

• Review your cover regularly – Make sure new additions (like outdoor kitchens) are included
• Understand your policy – Know what is and isn’t covered, especially for external structures
• Don’t overlook third-party risks – Incidents involving neighbours can be complicated
• Work with experts – Professional advice can save time, money, and stress
• Act quickly after an incident – Early reporting helps keep claims moving

 

Wrap Up

This wasn’t just a story about storm damage—it was a reminder that the right insurance is more than protection—it’s peace of mind when you need it most.

If you’re unsure whether your current cover protects your assets, now is the time to review it.  Check out the Case Study here.

Get in touch today to ensure you’re fully protected—whatever the weather brings.

 

When a Stolen Phone Doesn’t Mean Interruption to your Business

Losing a work phone can feel like a small disaster—especially when it contains important contacts, emails, and access to business systems. For one of our clients, this became a reality when an employee’s work mobile phone was stolen during a visit to a busy restaurant in London.

Fortunately, what could have turned into a major disruption was quickly brought under control.

Fast Action Makes All the Difference

The incident was reported to the police straight away, and our team was contacted without delay. Lisa, who manages claims at Cobine Carmelson, immediately stepped in to handle the situation.

Because of this swift response, we were able to confirm cover and begin processing the claim right away. This gave the business the confidence to purchase a replacement phone immediately—ensuring their employee stayed connected and operations continued without interruption.

Even better, the claim was settled and funds were received within just 8 days of the theft.

Why This Matters

This case is a great example of how preparation and quick action can significantly reduce the impact of unexpected events. In today’s business environment, mobile devices are essential tools—not just accessories. Losing one can mean lost productivity, communication breakdowns, and even data risks.

Having the right insurance in place—and knowing exactly what to do when something goes wrong—can make all the difference.  See the case study here.

Wrap-Up

Mobile phone theft can happen to anyone, anywhere—even during something as routine as a meal out. But with the right cover and a responsive claims process, it doesn’t have to disrupt your business.

This experience highlights the value of being proactive, prepared, and protected.

Top Tips to Protect Your Business Devices

• Insure all work devices – Including employee-owned phones used for business purposes

• Act quickly – Report theft immediately to both the police and your insurer

• Enable tracking tools – Activate “Find My Phone” or similar features on all devices

• Add extra security – Consider using tracking devices like AirTags for added peace of mind

• Know your cover – Understanding your policy helps you act confidently in urgent situations

Ready to Protect Your Devices?

If you want fast, reliable protection for your business devices—and the confidence that comes with it—get in touch with us today. We’re here to help you stay connected, no matter what happens.

Don’t Let Missed Calls Become Missed Opportunities

In the ever-evolving world of insurance underwriting, particularly in high-risk markets, opportunities can appear and disappear faster than you think. With only a handful of underwriters and insurance companies willing to take on these challenging areas, staying connected and responsive can make all the difference between landing new business and losing it.

The Challenge of High-Risk Insurance Markets

High-risk insurance sectors are tough — few specialists are willing to step in, and those who do are often stretched thin. Every so often, new players enter the scene or familiar names re-emerge, offering fresh products or renewed interest in covering these complex areas.

Recently, we came across one such example: a company that had re-entered the high-risk market and began promoting its services through email marketing. Excited by the potential collaboration, we reached out immediately — and that’s where things got interesting.

When Marketing Works but Communication Fails

After receiving the marketing email, we replied enthusiastically but heard nothing back. We then called the number provided — no answer. We left a voicemail — still no response.

Eventually, we contacted another team member, who, to their credit, returned our call. It turned out this was their Business Development Manager, who helpfully connected us with the right person.

Here’s the twist: the person we were supposed to reach admitted they don’t check voicemails anymore because they’re “too swamped.” So, word to the wise, any business, if you are marketing or advertising for business, do make sure that your phone is either answered or you return calls. I cannot tell you the amount of times this has happened.

It’s a familiar story, but one that highlights a critical business point.

The Power of Responsiveness in Business

In any industry — especially one built on trust and relationships like insurance — communication is everything. You can have the best product, the smartest marketing campaign, and a list of potential clients waiting to talk to you. But if your phone isn’t answered or your emails go unread, those opportunities slip away.

When we do speak to the marketing people, for some reason there are blockages in fixing this. So, if that’s your business, please get it fixed. People might want to do business with you. You’ve got to make it easier.  If your business invests in marketing — whether it’s email campaigns, digital ads, or social outreach — make sure there’s a process in place for quick, consistent follow-up. Someone took the time to reach out; don’t let that effort go to waste.

Top Tip: 

Make “Responsiveness” a measurable metric. Don’t just assume calls and emails are being handled — track it.
Set internal response-time targets for your team and review them regularly. For example, aim to return every inquiry within one business day. Tools like CRM systems and call-tracking dashboards can automate reminders and highlight missed opportunities before they slip through the cracks.

Making responsiveness measurable ensures it becomes a consistent part of your customer experience — not just a nice-to-have.

Wrap-Up: 

The takeaway is simple: marketing opens doors, but responsiveness keeps them open.

In high-risk insurance markets — and indeed, in any business — the ability to connect quickly, professionally, and reliably is what turns interest into success.

So, if your business is actively reaching out to new clients, double-check your communication lines. Make sure calls are answered, voicemails are heard, and messages don’t go ignored.

Because in the world of insurance, a single returned call can turn risk into reward — and that’s an opportunity worth answering every time.

Contact us today — we’re ready when you are.

 

Service Levels of Insurers – The Reality Customers Face

Poor insurer service levels have become a common issue across the industry. One of the most frequent scenarios clients experience is when something breaks — such as a security alarm — and the insurer simply fails to respond. It sounds trivial until you realise that this instantly places your cover at risk.

When an Alarm System Fails – You’re Already in Breach

A typical example is a contractor accidentally damaging a cable during works, disabling your alarm system. The assumption is that it can be repaired quickly. But installation regulations often change, and replacement work cannot be completed without upgraded parts. Until that happens, the alarm is out of use.

Most commercial insurance policies contain a condition hidden in the small print:

“The alarm system must be operational whenever the premises are unattended.”

The moment the alarm is off, you are technically in breach and no longer covered for theft.

The Communication Breakdown With Insurers

Most clients responsibly notify their insurer immediately. This should trigger a temporary relaxation of terms or a pragmatic solution.

Instead, what increasingly happens is silence:

• No phone response

• Voicemails ignored

• Emails unanswered

• Portals with one-way messaging only

Without written confirmation from the insurer, the client is left technically uninsured — through no fault of their own.

What You Can Do: Establishing a Paper Trail

In practice, the most effective approach is to put the insurer on notice in writing:

“In the absence of your response, we will assume full cover applies and you are maintaining all sections of cover until the alarm is replaced and operational.”

What is remarkable is that this type of message suddenly elicits a response within hours — after days or weeks of silence. It highlights that the capability to respond exists, but is simply not exercised until risk is pushed back to the insurer in writing.

Why Brokers Are Still Essential

This is one of the key reasons brokers continue to be indispensable. Insurers increasingly push customers toward self-service portals to remove human contact — and reduce accountability. Brokers step in where standard service channels fail and ensure cover is maintained.

If regulators believed service standards were working, they would not be experiencing the current volume of Financial Ombudsman claims that stem from poor insurer responsiveness.

Are Regulators Doing Enough?

Regulators tend to get involved only once service failures escalate into refused claims and escalations to the Ombudsman. By this stage, customers are already financially damaged — despite paying premiums in good faith.

The Ombudsman should not function as a safety net for insurers who provide substandard service. The broader issue of weak communication should be addressed before it becomes a claims dispute.

Final Thoughts

Service levels in the insurance sector are declining, and customers are left exposed simply because insurers fail to engage. Until regulators treat poor service as a barrier to fair cover, brokers remain the most reliable interface between clients and insurers — ensuring policyholders don’t pay for cover they are silently denied.

Top Tips

When insurers fail to communicate, protect yourself by notifying them in writing, assuming full cover continues in the absence of a reply, preserving evidence, and escalating through a broker if necessary.

Wrap Up

Ultimately, poor insurer service levels leave clients exposed unless they create a written record that places responsibility back on the insurer, something brokers remain essential in achieving.

If you’re frustrated by slow responses or unclear communication from your insurer, our experienced brokers can step in to ensure your cover stays in place and your claims are handled efficiently. Contact us today to protect your business and get the support you deserve.

 

Why Professional Indemnity Insurance Matters More Than You Think

Claims are something we deal with every single day. With years of experience handling all types of claims, we’ve seen firsthand how Professional Indemnity Insurance (PII) can make or break a business when something goes wrong.

Many people are hesitant to take out professional indemnity cover because they believe it suggests they’re expecting to make mistakes. But that couldn’t be further from the truth. In fact, larger businesses often insist their suppliers have professional indemnity insurance—alongside other covers—before they’ll even consider working with them.

The Reality of Professional Indemnity Claims

While it’s true that it’s unlikely your company will face a claim, it can be incredibly expensive and stressful if you ever do. Even the most careful professionals can face legal action over alleged negligence, misrepresentation, or poor advice.

One of our clients was once sued for an amount equal to their entire business turnover—not half of their profit, but the full turnover. Thankfully, they had the foresight to invest in the right protection with our guidance.

The claim itself, brought by an unhappy third party, had little merit. Yet, as is often the case, the complainant was encouraged to push forward, likely motivated by a legal advisor seeking their own gain.

How Insurers and Adjusters Handle Claims

When the claim was reported, the insurer quickly appointed a law firm—sensible enough. However, they also brought in another intermediary known as a loss adjuster. These firms often use impressive-sounding titles, but their role is clear: to reduce the insurer’s payout.

We met with this loss adjusting firm twice during the claim process. Their proposed “strategies” were all focused on lowering the insurer’s overall costs. Unfortunately, many of these strategies could have left the policyholder exposed to uninsured costs—something they seemed oblivious to when we raised it.

It became apparent that while the insurer insisted their goal was to protect the policyholder, the adjuster’s actions told another story. Their priority was saving money, not safeguarding the client.

Who’s Really on Your Side?

When a claim occurs, policyholders naturally expect everyone on their side—the insurer, the solicitor, the broker—to truly be on their side. Sadly, our experience shows that’s not always the case.

We often receive calls from business owners who feel let down by their insurer or broker, unsure who’s genuinely advocating for them. They’re not being naïve—just deceived by a system that doesn’t always put their best interests first.

This is where empathy becomes essential. Claims can be overwhelming, emotionally draining experiences. A good broker steps in not just to manage the process, but to remind all parties that the only person who truly needs protecting is the policyholder.

The Solicitor’s Dilemma

In our client’s case, the appointed solicitor had two clients:

• The policyholder (our client), who paid the insurance premium.
• The insurer, who paid the solicitor’s bill.

It’s a tricky position for any legal professional. While solicitors are meant to represent both parties fairly, the financial relationship with the insurer can blur the lines. That’s why having a strong, experienced broker involved is vital—to ensure the solicitor truly protects the policyholder’s interests, not just the insurer’s balance sheet.

Top Tips

1. Don’t assume it won’t happen to you. Even careful professionals can face claims from unreasonable clients or third parties.

2. Choose your broker wisely. A good broker will guide you through the claims process, challenge unfair strategies, and make sure your rights are protected.

3. Keep clear records. Accurate documentation and communication logs can make a world of difference if a claim arises.

4. Ask questions. Understand who’s representing you, who’s paying them, and where their loyalties lie.

5. Work with people who stay calm. Claims are stressful, but the right cover and the right people in your corner make all the difference.

Wrap Up

Professional indemnity insurance isn’t about expecting mistakes—it’s about protecting yourself from the unexpected.

When claims occur, remember that not everyone in the process shares your priorities. Insurers want to limit costs; adjusters want to impress insurers; solicitors often balance two masters. The only person truly focused on you should be your broker—someone who understands the system, speaks the insurer’s language, and fights to make sure you get the protection you paid for.

So, if you haven’t reviewed your business risks recently, now’s the time. Don’t wait until an incident surprises you to discover who’s really on your side.

Get professional indemnity insurance advice tailored to your industry — contact our team today for a no-obligation review.

 

When we start working with a new client, we always stress one thing: contact us immediately if you experience any incident or situation that could potentially lead to an insurance claim. This is not just a suggestion—it’s crucial for protecting your interests and avoiding unnecessary delays.

A recent case perfectly illustrates why this advice is so important.

The Incident: A Car Skids, Rolls, and Disappears

Picture this: a car skids around a corner, flips over a curb, crashes through a fence, and comes to a stop—miraculously, with no one injured. The driver? They ran from the scene. Luckily, they were able to run. The cherry on top? The driver was uninsured, which explains the reckless driving.

While our clients are always reminded to contact us immediately, in this case, they went straight to their insurance company, AXA. Unfortunately, AXA failed spectacularly.

Three Months Without a Response

During a routine check-in, we discovered our client had not heard from AXA. When we asked when they contacted them, the answer was a shocking: three months ago. At that moment, I nearly fell off my chair— and I definitely spilled my drink in disbelief.

Our claims team immediately sprang into action and grasped this rather prickly nettle and started the process for repairs to be made.  When we notified AXA of the situation they acknowledged the claim existed.  They apologized, they always apologise, but nothing ever seems to change.

The Loss Adjuster’s Surprise

Eventually, AXA sent a loss adjuster to inspect the damage. They were surprised that the incident had occurred three months prior and that some evidence was no longer in place. Unfortunately, loss adjusters often do not coordinate with brokers before visiting a client, relying solely on the insurance notes. This creates unnecessary confusion and delays.

The Dispute Over Damages

A dispute arose regarding the damaged tarmac caused by the rolling vehicle. The adjuster attempted the familiar line about keeping costs down, implying that anyone paying the claim would scrutinize every penny.

Here’s the reality: the client did not want the entire car park resurfaced—just the damaged area repaired. We knew the adjuster’s rationale was flawed because reasonable repair costs are always accepted unless someone is intentionally being difficult.

Resolution: MIB Steps In

Eventually, the claim was resolved. The insurer had to apply for repayment from the Motor Insurers’ Bureau (MIB), which compensates for damages caused by uninsured drivers. The MIB processed the payment immediately without any fuss.

While the claim lingered solely due to AXA’s inaction, they also attempted to increase the client’s insurance premium during the same period. We had to negotiate it back down because the client had done nothing wrong, and their outlay would be recovered from the MIB.

Lessons Learned: What Could Be Done Better

This incident highlights systemic issues in the insurance industry:

1. Check, don’t assume: Companies should verify that messages are received and acted upon, rather than sending them and hoping for a response.
2. Put the client first: Customer-centric service means acting quickly and responsibly, ensuring clients are supported throughout the claims process.
3. Avoid unnecessary delays: Acting promptly benefits everyone involved, preventing disputes and unnecessary stress.

TOP TIPS

Insurance companies may fail to act, but a dedicated broker ensures your interests are protected. By contacting us immediately after an incident:

• You avoid months of inaction.

• Your claims process is managed efficiently.

• You prevent unnecessary disputes or premium increases.

At the end of the day, insurance exists to protect you, your property, and your peace of mind. But that only works if you reach out promptly and work with someone who treats your claim with urgency.

WRAP UP

Insurance claims can be stressful, especially with uninsured drivers or slow insurers. Contacting your broker immediately ensures your claim is handled efficiently, repairs are arranged promptly, and your rights are protected—turning a potentially frustrating ordeal into a smooth, stress-free process.

When you get in contact with us at Cobine Carmelson, you don’t get a call centre you get an actual member of the team.  If anything in this blog resonates and you want to know more don’t hesitate to get in contact.

Insurance Premiums: When the Increase Isn’t Justified

Insurance premiums do rise from time to time—but there should always be a clear, valid reason. Unfortunately, too often we see insurers increasing costs without explanation, sneaking in new endorsements, or simply refusing to engage with clients.

This is a case study of how we fought back on behalf of one of our clients—a currency exchange company—and stopped them from being unfairly penalised at renewal.

The Background: A Tenant Dispute

The story began when a tenant in the flat below our client tried to claim compensation for damage to their property. After Lisa on our team investigated, she demonstrated that the damage was actually the result of the landlord and managing agent’s negligence, not our client’s.

Many leaseholders will know the frustration: managing agents often delay repairs, avoid responsibility, and push blame onto tenants. In this case, the landlord ignored requests to carry out works, leaving the tenant to pursue our client unfairly.

Lisa guided our client through the process and made sure no liability fell on them. Problem solved—or so we thought.

The Sting in the Tail: Renewal Problems

When renewal came around, the insurer made matters worse:

1. Failure to meet regulatory standards – Prices must be released at least 30 days before renewal. That didn’t happen. Complaints about this went nowhere.
2. A hidden endorsement – Without telling us, the insurer added a clause reducing theft cover to 75% only, despite the client having an alarm system and being on the 4th floor. Were they expecting Jason Bourne to go rogue and helicopter in—or Tom Cruise wrecking the gaff after abseiling into the  wrong address looking for secrets?
3. An unjustified premium increase – The insurer claimed there had been a claim, even though no payments had been made. We knew this because we had managed the claim ourselves.

Fighting Back Against Unfair Premium Increases

When we challenged the insurer, their response was dismissive: “The price stands.”
So Lisa escalated the case to the line manager.

After persistent negotiation—not just a few emails, but real conversations—they eventually agreed that there was no valid reason for a price increase.

This saved our client from paying unnecessary extra premiums.

The Real Issue: Poor Communication in Insurance

This situation highlights a deeper industry problem:

• Many insurers operate in silos, where file handlers don’t communicate across departments.

• Post-Covid, some staff feel unable to ask colleagues or managers for help.

• Too often, complaints are brushed aside rather than resolved.

Technology should improve communication, but without proper training and accountability, insurers risk leaving clients frustrated and unfairly treated.

The Outcome: Client Protected, Premiums Fair

Our client was delighted. By challenging the insurer, we:

Prevented an unjust premium increase.
Ensured no liability for someone else’s negligence.
Restored cover to its proper level.

This case shows why it pays to have a broker who communicates, questions, and fights for their clients.

WRAP UP

Premiums should only increase when there is a valid reason. If you have not been negligent, you should not be penalised.

TOP TIP

Always check renewals carefully—look out for sneaky endorsements. Having a broker who engages and negotiates on your behalf can save you thousands.

Have your insurance premiums gone up unfairly?
Contact us today for advice, fair service, and someone in your corner when insurers don’t play fair.

 

Why Communication and Support Matter When It Comes to Insurance Renewals

 

When it comes to insurance, many businesses assume that their insurer is always working in their best interests. Unfortunately, as our client recently experienced, that’s not always the case. What made all the difference wasn’t the insurer—it was having a proactive insurance broker fighting for them.

At Cobine Carmelson, we believe that clear communication, genuine engagement, and true support for our clients can mean the difference between unnecessary costs and fair outcomes.

 

The Case: A Dispute That Shouldn’t Have Been Theirs to Pay

Our client, a currency exchange company, faced a dispute when a tenant in the flat below their office tried to claim damages from them. The claim itself was unfounded,

Despite our intervention and the fault clearly laying with others, the insurer began creating obstacles—slow responses, refusal to provide renewal terms on time, and even attempting to sneak in an unfair policy endorsement that would leave the client with only 75% theft cover, even though they have an alarm and are on the 4th floor.  What were the insurers expecting – Jason Bourne to go rogue and helicopter in? Or Tom Cruise wrecking the gaff after abseiling into the wrong address looking for secrets.but that was only the start of the challenge.  See the testimonial about that here.

This wasn’t just frustrating—it was unacceptable.

 

When Insurers Create Problems Instead of Solving Them

Insurance regulations require providers to release renewal prices at least 30 days before expiry. Yet, many insurers fail to meet this standard. Complaints often fall into a black hole, dismissed by automated processes designed to deflect rather than resolve.

To make matters worse, our client’s insurer tried to justify a premium increase, blaming a supposed claim. But we knew no payments had been made—because we had managed the claim ourselves.

There was no valid reason for the insurer to increase the premium. We had already supported our client in proving that the damage was caused by the negligence of the landlord and the managing agent—not the client. Unfortunately, many managing agents have earned a poor reputation in this area, often delaying or avoiding essential repairs. In this case, the landlord ignored their responsibility and allowed the issue to escalate. From our experience, it’s a common tactic for landlords and managing agents to pass the blame, leaving leaseholders or tenants to pick up the costs. But clients should not be penalised with unfair insurance premiums when negligence clearly lies elsewhere.

Only after we escalated the case to a line manager did the insurer finally back down, admitting there was no justification for raising premiums.

Why Teamwork and Persistence Matter

This case highlights a bigger issue in the industry: a lack of training, accountability, and open communication within insurance companies. Post-COVID, many staff work remotely, often in different countries, yet instead of collaboration, silos and poor decisions prevail.

Meanwhile, clients like ours are left exposed—unless they have someone by their side to challenge unfair practices.

Because we took the time to communicate clearly, escalate issues, and refuse to accept lazy answers, our client avoided an unnecessary premium increase.

 

The Lesson for Insurance Buyers

Insurance premiums do sometimes rise—but only for valid reasons. If you haven’t been negligent, if you haven’t caused loss, and if you’ve managed risks responsibly, you shouldn’t be penalised.

Unfortunately, insurers don’t always play fair. That’s why having someone who will put themselves in your shoes is critical.

At Cobine Carmelson, we don’t just process renewals. We support our clients, challenge unfair treatment, and make sure insurers are held accountable.

 

Final Word: Don’t Pay for Someone Else’s Negligence

Our client should never have been asked to carry the cost of poor property management, landlord negligence, or insurer inefficiency. Thanks to our persistence, they didn’t. They were delighted that we were so vigilant.

If you’ve faced:

• Unjustified premium increases
• Unfair policy changes at renewal
• Slow or unhelpful insurers

…then it’s time to have someone in your corner.

Contact us today to ensure you’re getting fair treatment and true support when it comes to your insurance.

 

Leaseholder Insurance: The Hidden Practices Costing You Thousands

At Cobine Carmelson, we’ve been raising awareness for years about the unfair practices in the property insurance sector—particularly affecting leaseholders, property owners, managing agents, and insurance brokers. While we began writing about this issue in the early 2000s, it’s only in recent years that the conversation has gone mainstream. The truth is out: leaseholders across the UK are waking up to the decades-long exploitation by freeholders, brokers, and managing agents.

 

The Insurance Trap Facing Leaseholders

Far too often, leaseholders are blocked from obtaining competitive insurance quotes. Why? Because managing agents and freeholders have historically colluded with brokers to keep insurance arrangements opaque. These behind-the-scenes dealings usually include undisclosed commissions or backhanders, with little to no regard for what’s in the best interest of the leaseholders footing the bill.

 

When Email-Only Communication Goes Wrong

We frequently receive enquiries from people who prefer to communicate exclusively by email—and we’re happy to oblige. However, it’s crucial to understand the risks that come with a solely digital approach. Email lacks the nuance of a phone call or meeting, and small details can easily get lost.

Take a recent case as an example. A leaseholder copied and pasted outdated information into a quote form without understanding how critical some omissions were. Had they proceeded, they might have received a quote that seemed competitive—only to later discover it was invalid due to undeclared claims history and our office being closed at the time.

To avoid such mishaps, we always recommend a brief call or meeting—sometimes even five minutes is enough. We prefer working with individuals who’ve been involved with the property long-term and have institutional knowledge of prior claims or disputes.

 

The Consequences of Withholding Claims Information

One of the most troubling practices in this sector is the intentional omission of claims history by brokers. Some even go as far as stripping claim details from client records entirely. This might seem like a shortcut to a cheaper quote, but in reality, it creates a false application—putting you in an uninsured position.

In one instance, a client switched brokers thinking they had found a better deal. But when the full claims history was finally disclosed—after the quote had already been issued—the insurer increased the premium dramatically. Why? Because late disclosures signal a red flag to underwriters. Even if the claim doesn’t impact the rate directly, the failure to disclose it can shake an insurer’s confidence.

Worse still, if a claim later arises and the insurer discovers it was not informed of past incidents, they may deny the claim entirely.

 

Freeholders and Brokers: A Longstanding Alliance

The unfortunate reality is that many freeholders and managing agents have entered into cosy arrangements with specific insurance brokers. These relationships often involve shared commissions or “admin fees,” taken from the leaseholder’s premium without full disclosure. Over time, these unethical partnerships have cost leaseholders millions.

 

Even when leaseholders try to obtain better rates, they may find that incomplete or misleading claim histories get in the way. Insurers who initially offer competitive quotes may backtrack upon receiving the full story, often penalizing the very people who tried to be honest in the end.

 

What Can You Do to Protect Yourself?

If you’re a leaseholder or property manager, transparency and diligence are your best defenses. Here’s how to avoid being caught out:

• Keep Your Own Records: Maintain a personal record of all claims—regardless of size or outcome.
• Request Full Claims History: If you’ve changed brokers, you’re still entitled to ask your previous broker for a complete claims history. If they refuse, report them to the regulator.
• Always Disclose Everything: When obtaining quotes, be upfront about all known issues, even if you’re unsure how relevant they are.
• Avoid Brokers Who Rush Quotes: If a broker doesn’t ask questions or request supporting documents, be suspicious.
• File Complaints When Needed: If you discover undisclosed commissions or claims being hidden, raise the issue formally. The industry will only change if enough people speak up.

 

Final Thoughts

The property insurance industry is overdue for reform—but until that happens, leaseholders must take matters into their own hands. By staying informed, keeping thorough records, and demanding transparency from brokers and managing agents, you can protect yourself from unnecessary costs—and make sure your insurance coverage actually works when you need it most.

 

Need Help Navigating Leaseholder Insurance?

At Cobine Carmelson, we believe in clarity, honesty, and putting leaseholders first. Contact us today for advice or to request a claims history audit before your next renewal.