Crisis averted: How our expertise prevented a high-stake claim

When global disruption threatened a £400,000 loss for a UK-based production company, our expert teams stepped in to achieve a positive outcome for all. Combining specialist knowledge with a customer-first approach, we helped our customer navigate a complex situation with clarity and ease. 

A high-stakes situation unfolds

It was just one week after the escalation of conflict in the Middle East, following the US strikes on Iran. One of our claims specialists attended a scheduled client meeting where they happened to arrive at exactly the right place, at the right time.

During the meeting, the broker raised an urgent issue. Their customer, a UK-based production company, was planning an end-of-series celebration scheduled to take place in two weeks, and had provisionally arranged exclusive use of a hotel. At the time, there was uncertainty about whether to proceed with the reservation. With flights grounded, the event was at risk – along with a significant potential financial outlay.  

Our expertise in action

Recognising the urgency of the escalating situation, our claims specialist provided immediate and informed guidance. This was supported by a coordinated and proactive response from our accident and health claims team.

With clarity and confidence, we explained that had the hotel booking been confirmed at that time - while FCDO advice against travel was in place – there was a risk that the policy may not have responded. This insight gave the broker and their customer the clarity needed to make an informed decision at a critical moment.

This well-timed intervention ensured a clear course of action from the outset, helping the customer avoid costs that may otherwise have led to a claim.

Importantly, this was achieved without the need for legal escalation. The strength of our claims team’s knowledge, combined with a customer focused approach, enabled clear and practical action from the outset. Through timely guidance on flight refunds and accommodation payments, we were able to provide our customers with specialist claims support from an early stage, ensuring a smooth resolution.

The value of proactive support

In an increasingly unpredictable world, access to experienced specialists is critical.

For us, it’s not just about handling claims and supporting our customers when the worst has already happened. As part of our commitment, we offer support wherever and however we can, and we understand the critical value of early intervention and swift action.