Helen B.
A burst pipe while Helen was on holiday caused £15,000 of damage. Her buildings and contents insurance — arranged fee-free by The Mortgage Genie — covered every penny.
"We came home from holiday to find our kitchen ceiling on the floor and water everywhere. Our buildings insurance covered the full £15,000 repair. I dread to think what would have happened without it."
— Helen B., Southampton
£15,000
Damage Cost
100%
Amount Covered
6 Weeks
Repair Time
£0
Advice Cost
The Situation
Helen and her partner had bought their 3-bedroom home in Chandlers Ford, Southampton, two years earlier. Their The Mortgage Genie advisor arranged buildings and contents insurance alongside the mortgage — as required by their lender — and recommended a comprehensive policy with accidental damage cover.
The Challenge
While on a two-week holiday, a pipe burst in their bathroom, sending water cascading through the ceiling into the kitchen below. By the time a neighbour noticed and called a plumber, the kitchen ceiling had collapsed, electrical wiring was damaged, flooring was ruined, and several appliances were destroyed. The total damage was estimated at £15,000.
How We Helped
Helen contacted her insurer immediately upon returning home. Because she had a comprehensive buildings and contents policy (arranged by The Mortgage Genie), the claim covered both the structural repairs (buildings) and the damaged appliances and belongings (contents). The insurer appointed loss adjusters who assessed the damage within 48 hours.
The Outcome
The full £15,000 was covered by Helen's combined policy. Structural repairs were completed within 6 weeks, including a new kitchen ceiling, rewiring, and reflooring. Damaged appliances were replaced. Helen's policy also covered the cost of alternative accommodation while the kitchen was unusable. Her premium increased slightly at renewal but remained competitive.
Their Journey Timeline
Policy Arranged
Buildings and contents insurance set up alongside Helen's mortgage — recommended by her advisor.
Incident
Burst pipe while on holiday caused extensive water damage across two floors.
Claim Filed
Helen contacted her insurer. Loss adjusters assessed the damage within 48 hours.
Repairs Started
Insurers appointed contractors. Alternative accommodation provided during repairs.
Fully Resolved
All repairs completed within 6 weeks. Full £15,000 covered by the policy.
"Coming home to a collapsed kitchen ceiling and water everywhere was one of the worst experiences of our lives. But the one thing we didn't have to worry about was the cost. Our buildings and contents insurance — which our The Mortgage Genie advisor set up when we bought the house — covered absolutely everything. The structural repairs, the rewiring, the new flooring, even the appliances we lost. They even covered our Airbnb while the kitchen was being repaired. If your mortgage advisor offers to arrange your buildings and contents insurance, say yes. It's one of the best decisions we ever made."
Helen B. — Southampton
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