Supporting business recovery after a catastrophic fire

We know just how important proactive support on claims are, particularly when a devastating incident occurs. In this case, our in-house loss adjusting team stepped in early and helped achieve a positive outcome. What could have been a stressful experience quickly became one defined by expertise, clarity and ease of doing business. This demonstrates our commitment to being customer-driven, and putting them at the heart of what we do, when they need it most.

The incident

When a major fire broke out in our customer's business premises, they faced sudden and severe disruption. Over 250 firefighters attended the scene, but unfortunately the building suffered extensive damage. Once it was assessed, the local council deemed the building unsafe. It had to be demolished, which put our customer's business operations at immediate risk.

Early contact and clear reassurance

Our customer reported the loss the following day. Within just two hours, our loss adjusting team had made direct contact with the customer. They managed to explain the claims process, gather key information, and offered guidance on sourcing alternative trading premises.

Recognising the potential impact on the customer’s operations, we immediately focused on reducing business interruption. Our team discussed an interim payment to support cashflow during the early stages of the claim. They also followed up with a clear, detailed email summary. A follow‑up call was scheduled four days later to maintain momentum, and provide continued reassurance to our customer.

The customer's response to this early engagement spoke volumes: "Thank you again for today, you are so amazing honestly".

Fast action to minimise disruption

By the time of the scheduled follow‑up call, the customer had successfully secured new premises. To help them restart operations without delay, we arranged the interim payment. This enabled the business to move forward while the wider claim progressed.

This swift action helped the customer to focus on recovery rather than uncertainty. This was a crucial factor in helping them resume trading far sooner than expected.

Standing out when others fell short

Our customer attended a meeting involving other businesses that had been affected by the fire. While our customer's feedback on how their claim was being handled was positive, the others unfortunately couldn't say the same. Many shared frustrations around delayed responses and poor communication from their insurers.

Our customer was able to openly praise Intact Insurance. They described us as “brilliant”, particularly for the speed, clarity and empathy they'd experienced.

Turning crisis into confidence

This case demonstrates how clear communication, genuine empathy and decisive action can transform a crisis into a moment of trust and confidence.

By showing up early, staying close and acting quickly, we helped to reinforce what strong claims support should look like. Especially when others fail to deliver.

Thanks to our loss adjuster's proactive approach, our customer felt fully supported at every step of their claim. And, they're now back on track to rebuilding their business with confidence.