Independent Investigations for Loss Adjusters and Claims Teams

Loss adjusters, claims handlers and desk-based validation teams need the same thing from a leak or damp investigation: the source, the cause, whether it is sudden or gradual, the extent of damage, and a repair scope that can be costed. They need it quickly and they need it from someone whose income does not depend on the size of the reinstatement. DML investigates and reports only. Reinstatement is a separate contract with whichever contractor the insured or insurer appoints, which may be our team or may not.

What we provide

• Escape of water source location using non-invasive methods first; see escape of water investigations and trace and access.
• Cause and nature of event: failed component, wear and tear, gradual seepage or sudden failure, with photographic evidence.
• Damage schedule with moisture readings by room and element, suitable for scoping drying and reinstatement.
• Damp and mould causation reports where a claim or complaint turns on whether the issue is condensation, weather ingress or an insured peril.
• CCTV drainage surveys for drain-related claims and subsidence enquiries.
• Repair scope that any approved contractor can price.

How we work with adjusters

• Instruction by email with the claim reference, insured’s contact details and policy cover for trace and access
• Attendance across Greater London and Surrey, with priority for active leaks
• Written report in a consistent format
• Direct contact with the handling adjuster for queries on findings
• No involvement in reinstatement, so no conflict in our findings

Why not use the contractor’s report?

A contractor who will carry out the reinstatement has an interest in the scope. Insurers know this, insureds increasingly know it, and the Financial Ombudsman has seen plenty of disputes where it mattered. An independent investigation report separates the facts from the price. If the insured later chooses our team to quote the works, that is their decision and a separate contract; DML’s report is identical whoever does the repair.

Frequently Asked Questions

Related services

• Insurance leak investigations
• Insurance reports
• Escape of water investigations
• Trace and access
• For property managers

Terms we work to

• Validation report: independent confirmation of the cause of damage, its location and date-range, and whether the mechanism is sudden and accidental or gradual deterioration, wear and tear or a pre-existing or excluded cause.
• Scope and schedule of works: what must be stripped out, dried, repaired and made good, in enough detail for a panel contractor or the policyholder’s own builder to price.
• Drying evidence: moisture readings at the start, during and at completion, and a drying log or drying certificate where required.
• Flats and blocks: whether the source is demised to a flat or a communal pipe, with the evidence the block insurer and managing agent need; concealed pipe and pinhole failures recorded photographically. See leak from the flat above.
• Loss assessors: we work with assessors acting for policyholders as readily as with adjusters acting for insurers; the report is the same.

Expert evidence

Our standard product is a factual investigation report. Where a formal expert report under CPR Part 35, or a single joint expert appointment, is contemplated, discuss the instruction with us first. We will confirm whether we can meet its requirements before you commit, and say so plainly if we cannot.