A client with a $1 million wine collection reported a potential loss, only to have the insurer prepare a prompt denial of the $400,000 claim. Concerned that the decision lacked proper support, our timely intervention and ongoing involvement ultimately helped overturn the denial and secure a full settlement, avoiding the need for legal escalation.
Our client owned an impressive wine collection, valued close to $1 million. While away on vacation, a critical compressor failure caused the cellar's temperature to rise to 70°F+. Although the client purchased specialty wine insurance coverage for $400,000, upon submission, the insurer’s general claims adjuster hastily denied the claim. The adjuster asserted that the temperature fluctuation had no impact on the wine. This conclusion was premature; it lacked substantive proof and didn't reflect the nuances of wine preservation. Given the complexity of assessing the potential damage, we believed the situation required specialized expertise.
Instead of accepting the insurer’s unsupported determination, we stepped in before the denial was communicated to the client. Our conviction was clear: only a qualified expert could credibly assess whether the wine had been compromised. After extensive research to identify the “right” professional, we secured the insurer’s agreement to retain a master sommelier to conduct a formal, independent evaluation. The sommelier performed a multi-layered inspection:
The results confirmed that several bottles were spoiled to varying degrees of impact, depending on age and type of vintage.
Many brokers step back once a claim is reported to the insurance company. We take a different approach. We remain involved, advocate for our clients and help them navigate complex situations. In this case, our foresight, persistence and attention to detail resulted in the client being fairly and rightfully compensated. This case demonstrates the value of having a broker who remains engaged, asks the right questions and challenges decisions when necessary.
Yes. Initial denials, particularly for unusual or high-value claims, aren't uncommon. Insurers often rely on general adjusters who may not have specialized knowledge. Our involvement helps ensure the claim is evaluated thoroughly and fairly.
WTW hopes you found the general information provided here informative and helpful. The information contained herein is not intended to constitute legal or other professional advice and should not be relied upon in lieu of consultation with your own legal advisors. In the event you would like more information regarding your insurance coverage, please do not hesitate to reach out to us. In North America, WTW offers insurance products through licensed entities, including Willis Towers Watson Northeast, Inc. (in the United States) and Willis Canada Inc. (in Canada).
