Insurer Payment Delay Pack
Sample Document
See exactly what a generated pack looks like — all four professional documents, built from a real escape of water claim scenario.
Escape of Water — 14 Hartley Road, Leeds, LS6 4DT
Insurer: Aviva Insurance Ltd · Ref: AVI-2026-EOW-003847
Outstanding
£18,750
Illustrative image onlyInsurer Payment
Delay Pack
Professional Payment Recovery Documentation
Pack Reference
IDP-2026-003847
Claim Reference
AVI-2026-EOW-003847
Generated
12 March 2026
Loss Type
Escape of Water
Insurer
Aviva Insurance Ltd
Amount Outstanding
£18,750
Liability
Accepted in full
Section A — Claim Summary
Factual OverviewPolicyholder
Margaret Thornton
Property Address
14 Hartley Road, Leeds, LS6 4DT
Property Type
Domestic
Insurer
Aviva Insurance Ltd
Claim Reference
AVI-2026-EOW-003847
Loss Type
Escape of Water
Date of Loss
18 October 2025
Liability Position
Accepted in full
Amount Outstanding
£18,750
Situation Summary
A bathroom pipe burst at the above property on 18 October 2025, causing significant water damage to the first-floor bathroom, the first-floor landing, and the ground-floor living room ceiling. Emergency containment and drying works were attended promptly. The loss assessor was instructed shortly thereafter.
A full schedule of works was agreed with Aviva Insurance Ltd on 15 November 2025, with liability accepted in full. Reinstatement works were undertaken by an approved contractor, completing on 8 January 2026. The final account of £18,750 was formally submitted to the insurer on 14 January 2026.
As at the date of this pack, payment has not been received. Multiple items of chasing correspondence have been sent to Aviva Insurance Ltd in January and February 2026, with responses limited to automated acknowledgements. No substantive update or payment timeline has been provided by the insurer.
Section B — Payment Demand Letter
14-Day DeadlineDavies & Partners Loss Assessors Ltd
j.davies@daviespartners.co.uk · 0113 445 8871
Date: 12 March 2026
Claims Department
Aviva Insurance Ltd
By email and first-class post
RE: FORMAL PAYMENT DEMAND — Claim Reference AVI-2026-EOW-003847 — Escape of Water — 14 Hartley Road, Leeds, LS6 4DT
Dear Claims Manager,
We write on behalf of our client, Margaret Thornton, in connection with the above claim arising from an escape of water at the insured property on 18 October 2025.
Liability having been accepted in full by Aviva Insurance Ltd on 15 November 2025, and works having been completed and signed off on 8 January 2026, payment of £18,750 represents a confirmed and documented obligation. This amount remains outstanding without explanation or payment timeline as at the date of this letter.
The final account of £18,750 was formally submitted to you on 14 January 2026. The following is a summary of the current position:
| Claim Reference | AVI-2026-EOW-003847 |
| Date of Loss | 18 October 2025 |
| Loss Type | Escape of Water |
| Liability Position | Accepted in full — 15 November 2025 |
| Works Completed | 8 January 2026 |
| Final Account Submitted | 14 January 2026 |
| Amount Outstanding | £18,750 |
| Last Insurer Contact | 24 January 2026 |
Our client's property has been restored following significant disruption. The reinstatement works were completed to the agreed schedule and signed off by this firm. The contractor's final invoice of £18,750 has been outstanding since mid-January 2026 with no payment or satisfactory explanation from your organisation.
We note that our correspondence of 24 January 2026 and 7 February 2026 has received only automated acknowledgements. This delay is unacceptable given the clear liability position and the completed, agreed, and documented works.
Formal Demand
We now formally require payment of £18,750 within 14 days of the date of this letter — by 26 March 2026.
Should payment not be received within the above timeframe, we will have no option but to escalate this matter as set out in the accompanying letter.
We trust this matter can be resolved without the need for further action.
Yours faithfully,
James Davies CILA
Davies & Partners Loss Assessors Ltd
On behalf of Margaret Thornton
Section C — Escalation Letter
FCA References IncludedRegulatory Framework Referenced
This letter cites ICOBS 8 (Claims Handling) and FCA Consumer Duty PS22/9 — the FCA rules governing insurer claims conduct. It includes the full Financial Ombudsman Service contact details and sets out escalation steps clearly without threatening legal action.
Davies & Partners Loss Assessors Ltd
12 March 2026
Customer Relations / Complaints Department
Aviva Insurance Ltd
RE: NOTICE OF ESCALATION — Claim Reference AVI-2026-EOW-003847 — Payment Delay — Escape of Water
Dear Customer Relations Manager,
We refer to our correspondence of today's date and our previous communications of 24 January 2026 and 7 February 2026 in connection with the above claim. We write to formally notify you that if the outstanding payment of £18,750 is not received within the timeframe set out in our accompanying demand letter, we will progress the escalation steps set out below.
Summary of Delay
- Liability accepted in full by Aviva Insurance Ltd on 15 November 2025
- Works completed and signed off by loss assessor on 8 January 2026
- Final account of £18,750 formally submitted on 14 January 2026
- No payment received as at 12 March 2026 — approximately 57 days since submission
- Multiple chasers sent with no substantive response
We draw your attention to your obligations under ICOBS 8 (Insurance Conduct of Business Sourcebook), which requires insurers to handle claims promptly, fairly, and transparently. We further note your obligations under the FCA Consumer Duty (PS22/9), which requires firms to deliver good outcomes for customers — including timely settlement of valid, agreed claims.
The delay in settling this claim, following full liability acceptance and agreed works, does not meet the standard required under these regulatory obligations. Our client has experienced significant inconvenience, and the contractor's final invoice has been outstanding for an unacceptable period.
Escalation Pathway — If Payment Is Not Received
We will submit a formal complaint to Aviva Insurance Ltd under your published Complaints Procedure, requesting acknowledgement and resolution within 8 weeks.
In the event of a deadlock or unsatisfactory response, we will refer this matter to the Financial Ombudsman Service (FOS) for independent adjudication.
We reserve the right to consider any further appropriate recovery action, including referral to relevant regulatory bodies, if this delay is not resolved.
Financial Ombudsman Service — Contact Details
Address: Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 (free from UK landlines)
Website: www.financial-ombudsman.org.uk
We sincerely hope that payment will be made promptly and that escalation will not be necessary. We remain available to discuss any outstanding queries and to provide any additional documentation required to facilitate settlement.
We look forward to your urgent response.
Yours faithfully,
James Davies CILA
Davies & Partners Loss Assessors Ltd
Section D — Supporting Evidence Narrative
5 FilesEvidence Overview
The following evidence has been submitted in support of this payment demand. The documentation collectively establishes the validity of the claim, the completion of the agreed works, the liability position, and the documented record of delay.
The claim is substantiated across four categories of evidence: financial documentation (contractor invoices), physical documentation (completion certificates), visual documentation (site photographs), and correspondence records (liability acceptance and chasing emails).
Final_Account_Invoice_Jan2026.pdf
1.2 MB
Works_Completion_Certificate.pdf
540 KB
Site_Survey_Photos_Oct2025.zip
18.4 MB
Liability_Acceptance_Email_Aviva.pdf
280 KB
Chaser_Correspondence_Jan_Feb_2026.pdf
410 KB
Invoices & Financial Documentation
The contractor's final account invoice of £18,750 (reference: Final_Account_Invoice_Jan2026.pdf) documents the full scope of works completed, itemised by trade. This invoice was submitted to the insurer on 14 January 2026 and remains unpaid. It represents the primary financial basis for this demand.
Works Completion Certificate
The completion certificate confirms that all reinstatement works were carried out in accordance with the agreed schedule and signed off on 8 January 2026. This document establishes that the works are complete, that our client's obligation to facilitate the reinstatement has been fully discharged, and that the insurer's payment obligation is therefore unambiguous.
Site Survey Photographs
Photographic evidence captured on 18 October 2025 documents the extent of water damage to the first-floor bathroom, first-floor landing, and ground-floor ceiling. These images corroborate the agreed scope of works and the nature of the loss, providing visual support for the claim value.
Correspondence Record
The liability acceptance email from Aviva Insurance Ltd dated 15 November 2025 confirms the insurer's agreement to the claim in full. The chasing correspondence of 24 January and 7 February 2026 demonstrates that the loss assessor has made multiple reasonable attempts to obtain payment, and that the insurer has failed to provide any substantive response or payment timeline.
Evidence Checklist — FOS Readiness
Sample Pack Disclaimer
This is a sample pack for demonstration purposes only. All names, addresses, claim references, amounts, dates, and details are entirely illustrative. The property image is representative only and does not depict any real property or loss event. In your generated pack, all content will reflect the claim details, timeline, liability position, and evidence you provide.
Claim Summary
Structured factual overview of the incident, works, liability position, outstanding amount, and timeline.
Payment Demand Letter
Formal letter to the insurer with 14-day deadline, liability reference, and documented delay summary.
Escalation Letter
Cites ICOBS 8 and Consumer Duty PS22/9. Sets out internal complaint, FOS referral, and further action pathway.
Evidence Narrative
Written summary of how each uploaded file substantiates the claim — invoices, photos, reports, and emails.
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