Insurance Horror Stories: Scared Straight! With Sean Reardon UPA

The world of pool service looks simple from the sidewalk, but the work lives at the intersection of chemistry, plumbing, electricity, and customer trust. That mix can create rare but costly failures. Our conversation centers on why the usual, off-the-shelf insurance policy often leaves pool technicians exposed and how a trade group like the United Pool Association evolved to plug those gaps. We move from the UPA’s roots as a vacation-coverage network to the creation of group insurance designed around real field risks. Along the way, we use claim stories to explain exclusions, legal duties, and the practical habits that keep incidents from becoming disasters.

UPA’s history matters because it shaped a coverage model built for how techs actually work. In the 1960s, single-polers formed local chapters to cover each other’s routes for vacations and sick days. By the 1970s, leaders pushed for economies of scale to negotiate a policy that reflected pool service realities: water chemistry oversight, equipment installation, and repairs at homes and multifamily properties. Today, that insight matters more than ever as insurance markets tighten and legal exposure rises. A broker who understands the trade can negotiate endorsements that close gaps hidden in boilerplate contracts. The difference between generic liability and a tuned policy often shows up only when the worst happens.

Nothing illustrates this better than the pollution exclusion. Most general liability policies broadly exclude claims tied to “pollutants,” a category that can be interpreted to include the very chemicals used to maintain pools. We break down a case where a heater, installed near a shared wall, was turned on before venting was complete. The tenant alleged carbon monoxide poisoning, prompting lawsuits, cross-complaints, and the need for a robust defense. Because the policy had a modified exclusion, the insurer defended and paid out a settlement plus legal fees. Without that tweak, the claim could have been fully denied, leaving the tech to self-fund defense and damages. That’s the difference between sleeping at night and gambling with your business.

Other claims land closer to daily routines. A seasoned pro accidentally poured cal hypo into a system that had trichlor present, causing a violent reaction and leaks in the skimmer line. Extensive diagnostics, deck removal, and repairs followed. The lesson is simple: chemicals don’t forgive complacency. Proper storage, labeling, and loading prevent co-mingling in truck beds; measured dosing and sequence prevent reactions; and written SOPs reduce mental slips on rushed days. Training isn’t a one-time talk—it’s repetition under real conditions, with clear do’s and don’ts that junior techs can follow when alone on a route.

Training gaps also create slow-motion losses. One new hire, never taught proper chlorination, skipped floaters and “frisbeed” trichlor tabs into a dark-surfaced pool, leaving eight round “hockey puck” stains. Another tech trying to help dosed what he thought was a foul fountain, only to discover it was a koi pond; dozens of fish died within an hour. These aren’t stories about malice. They’re about predictable outcomes when people lack context, labeling, and supervision. A photo-based checklist, equipment tags, and a 10-second “stop-check-confirm” ritual can save thousands of dollars and client relationships.

Professional conduct matters as much as chemistry. One route visit ended with a shattered piece of glass art and shards left in the pool. The tech didn’t report it; cameras later revealed everything. Honesty would have driven a safe cleanup and a controlled claim. Silence could have led to injury, a far larger loss, and a reputation hit. We’ve all had those split-second urges to walk away from a near-miss: a runaway dog, a minor spill, a scuffed deck. The fix is cultural—normalize immediate reporting, document incidents with photos, and contact homeowners early. Insurers defend better when you act fast and transparently.

Finally, think like a business owner, not a helper with a net. General liability exists to defend and indemnify, but it only works if the policy fits the exposure. Ask your broker pointed questions: how is the pollution exclusion modified; are independent contractors covered; what about damage to pools, ponds, and water features; how are equipment installs handled; what’s the duty to defend in your state. Pair the right policy with disciplined training and simple safety habits, and most of you will never file a claim. For the unlucky few, you’ll be grateful you planned for the bad day before it arrived.