How Morgan Clark helped a homeowner navigate a stressful house fire claim and achieve a positive settlement outcome. 

Location: West Midlands 

Property type: Residential property 

Claim type: Fire 

“You were always on hand to answer questions, keep me updated, and deal with issues as they came up. Knowing that you were looking after things gave me real peace of mind during what was a very difficult time.” 

The Incident 

A house fire left the homeowner facing a stressful and uncertain situation, with significant disruption to their home and the need to navigate the insurance claims process. 

Morgan Clark was one of several Loss Assessors who offered the homeowner assistance following the fire. From the outset, the client was impressed by the professional, yet friendly approach taken by Sunny Singh, at Morgan Clark. 

Rather than feeling pressured, the client received clear guidance and had the opportunity to ask questions before deciding to appoint Morgan Clark. 

The Challenge 

The first few weeks following the fire were extremely difficult for the client. They found the prospect of navigating the insurance claim overwhelming at an already challenging time. 

Understanding what needed to happen next, dealing with the claim and managing issues as they arose added further pressure. 

As the claim progressed, one of the main challenges was delays from the insurers and Loss Adjuster, which contributed to the extended period of time the claim took to process. Overall, the claim took 10 months and 2 weeks to reach a settlement. 

The client needed someone they could trust to take control of the process, provide clear guidance and keep them informed without having to manage the claim themselves.

Our Approach 

Morgan Clark took a proactive approach to managing the claim, with Ryan Field acting as the client’s Loss Assessor and main point of contact throughout. 

Ryan provided regular updates by phone and email, taking the time to explain each stage of the claim clearly and ensuring the client understood what to expect. He was always available to answer questions and dealt with issues as they arose. 

The client particularly valued the peace of mind this provided, explaining that having Ryan handle the claim took a significant amount of stress off their shoulders. 

Beverley McKenzie, Ryan’s assistant, provided additional support by proactively keeping the client updated regarding payments and invoices. Her communication meant the client did not need to chase for information or clarification. 

Ryan also worked diligently to ensure the settlement reflected the full extent of the client’s loss. The client described him as “thorough and determined”, saying that he “left no stone unturned” throughout the claim. 

The Outcome 

Morgan Clark helped the client achieve a settlement of: 

• £185,124.40 for buildings 

• £9,750.00 for loss of rent 

• £194,874.40 total settlement 

The client was very pleased with both the outcome and the service they received. 

For the client, however, the value of Morgan Clark’s involvement extended beyond the financial settlement. The support provided throughout the claim helped turn an overwhelming situation into a process they felt able to manage. 

Following completion of the claim, the client wrote directly to Ryan to thank him for his support. 

“After the fire, the whole situation felt overwhelming, and dealing with the claim was something I was really worried about. Having you handle things made a huge difference. You took so much of the stress off my shoulders and guided me through every step of the process.” 

The client subsequently confirmed that she was happy for quotes from her email to be used in this case study. 

In a further message, she described the difference Ryan’s involvement had made: 

“The moment you stepped in was like a HUGE weight being lifted from our shoulders.” 

The client also praised Ryan’s hard work, patience and support, and said that the outcome was great but that his involvement had made what could have been a very stressful experience much easier to cope with. 

She confirmed that she would not hesitate to recommend both Ryan and Morgan Clark to anyone requiring assistance following a loss. 

Client Feedback 

“I genuinely appreciate all the hard work, patience, and support you’ve given throughout the claim. The outcome has been great, but just as importantly, you’ve made what could have been a very stressful experience much easier to cope with.”