Managed Connectivity & Network Services Provider
A UK-based managed connectivity and network services provider delivering business broadband, leased lines, VoIP, and network infrastructure installation and support across multiple sites.
The Challenge
The client was contracted to install and commission network infrastructure for a multi-location commercial customer. During works at one site, accidental damage occurred to existing cabling, resulting in a temporary service outage.
The end customer alleged that the outage caused operational disruption and financial loss and indicated an intention to pursue recovery of costs, including service interruption and remedial works.
The claim scenario was complex, involving both technical fault analysis and contractual responsibility. The potential exposure was significant in relation to the client’s existing liability limits and raised concerns about ongoing contractual relationships.
Our Solution
We worked closely with the client to:
- Review the circumstances of the incident and the contractual obligations in place
- Confirm the applicability of both Professional Indemnity and Public & Products Liability cover
- Assist with prompt notification to insurers and preparation of supporting documentation
- Liaise with insurer-appointed claims handlers and technical advisors throughout the process
We also carried out a broader review of the client’s risk profile, including:
- Contractual indemnities and service level agreements
- The adequacy of existing policy limits
- Potential future exposures linked to multi-site and mission-critical installations
The Outcome
- The insurer accepted the claim and managed the matter through to resolution
- Financial exposure to the client was contained within policy terms
- The client retained the commercial relationship and continued trading without disruption
Following the incident, the client implemented improved contract review procedures and adjusted insurance limits to better reflect the scale and nature of their operations.