Claims review

Q3 2026 · Operations board · 16 September 2026

Harbourline Mutual — Property claims

Agenda

• Volumes and settlement speed
• Escape of water: the Westbury case
• Reserves and outstanding
• Supplier performance
• Next steps

Open claims fell 12% quarter on quarter

• 142 open property claims on 30 September, down from 161
• Median time to settle: 9.4 days (Q2: 12.1)
• Escape of water is still the largest peril — 38% of new claims
• Two suppliers above the escalation threshold

Open claims at month end

Settlement speed

Escape of water: the Westbury case

• Reported 11 Aug, assessed 14 Aug
• Failed shower-tray seal; no neglect
• Settled at £4,250 — the lower quote
• Closed in 9 days

Reserves and outstanding

• Reserve held: £44,280
• Paid to date: £14,430
• Outstanding: £29,850

Next steps

• Second estimate rule for claims over £4,000
• Quarterly review of supplier escalations
• Publish the Q4 dashboard by 15 January