Most homeowners never expect to see a car come through the front wall of their house and land in their living room, but that’s exactly what happened to Mr and Mrs Cartmel when a neighbour lost control of their vehicle and crashed into the front of their bungalow in Preston.
The incident caused structural damage to the property and left the retired couple facing a situation that could easily have felt overwhelming. Fortunately, with support from their loss assessor and the team at Action Insurance Repair, the process of putting things right could begin almost immediately.
Mr and Mrs Cartmel were both at home when the accident happened. Mrs Cartmel had been sitting in the living room and had only just stood up to leave the room moments before the vehicle crashed into the front lounge of the house. Mr Cartmel was in the kitchen at the time.
The car entered directly through the front wall of the property and into the living room.
“It doesn’t bear thinking about what might have happened if Mrs Cartmel had still been sitting in her chair,” says Joanne Ginty, Director at Action Insurance Repair. “But while thankfully no one was injured, the damage to the property was extensive. The front elevation required immediate stabilisation and boarding up, while internally there was significant damage to the brickwork, plaster, electrics, radiator, gas fire and fireplace, the flooring, and the decorations, requiring strip-out works, repairs, full reinstatement, services works, and redecorating.”
At the time of the incident, the Cartmels’ appointed loss assessor was away. So, to make sure the claim could continue moving forward, Joanne attended the property with a surveyor to take a preliminary instruction on his behalf and make an initial assessment of the damage. She met with the homeowners, assessed the damage, and talked them through what would happen throughout the process.
“After something as shocking as this, people often just want someone to tell them what the next steps are,” says Joanne. “Our job is to make the process as straightforward as possible and give homeowners confidence that everything is being taken care of properly.”
Having an experienced reinstatement contractor involved from the outset helped to ensure that the claims process could begin without delay and the client was reassured. When tender documents were issued, Action Insurance Repair were able to submit a detailed and fully costed schedule of works, which was analysed and approved by the appointed surveyor and formally recommended to the loss adjuster.
Given the scale of the damage, restoring the property involved much more than simply repairing the area directly impacted by the vehicle.
The reinstatement works included internal and external repairs to the front walls of the house, with a new uPVC double glazed window and uPVC cladding externally, whilst internally, the home required replastering, electric and gas works, and repairs to internal doors, floors, and decorations.
Throughout the process, Joanne worked closely with the contract administrator to obtain approval for all provisional sums and ensure every aspect of the damage was properly accounted for.
“When you’re dealing with a serious incident like this, it’s important that repairs aren’t overlooked or simplified,” says Joanne. “The aim is always to restore the property fully, not just find the quickest solution.”
As the reinstatement project progressed, the Cartmels began discussing other improvements they had wanted to make to their home for some time. One project in particular had been on their wishlist for years: a new bathroom.
“They’d been thinking about renovating it for a long time, and while they were already in alternative accommodation, this seemed like the ideal time,” explains Joanne.
Because they had already built a strong relationship with the Action Insurance Repair team during the reinstatement works, they decided to take advantage of the opportunity while contractors were already on site.
Alongside the insurance-funded repairs, the Cartmels instructed AIR to carry out several improvement works on a private basis, including:
“It often makes sense to complete planned improvements while a property is already undergoing work,” explains Joanne. “But most importantly, homeowners need to feel confident in the people carrying it out.”
With the reinstatement works complete, the Cartmels were able to move forward knowing their property had been properly restored.
With the help of Action Insurance Repair, the couple overcame a frightening accident and came away with a newly refurbished home featuring several long-awaited improvements that enhanced their living space.
For Joanne, this project demonstrates the importance of combining technical expertise with customer care.
“Nobody expects something like this to happen to their home,” she says. “But when it does, having the right people around you can make all the difference. It’s about restoring peace of mind as much as it’s about restoring the property itself. At Action Insurance Repair, that’s exactly what we aim to do for every client.”