Responding within hours to the Aquadom disaster in Berlin

Appointed within hours, Polygon mobilised specialist teams to manage safety risks, protect critical building systems and begin recovery across an affected area of approximately 28,000 m². The assignment brought together the capabilities customers need when a loss exceeds the scope of a standard restoration project: rapid access to specialists, the resources to scale the response and coordinated delivery across multiple premises and technical disciplines.

A complex loss affecting multiple businesses

The sudden failure of the six-storey aquarium sent water, debris and contents through the hotel lobby and onto surrounding streets. Shops, restaurants and bars were severely affected, while water penetrated adjoining buildings and reached the hotel’s third basement level. Approximately 20 policyholders were affected.

Andreas Weber, Polygon’s Country President Deutschland:

Most importantly, despite the extraordinary scale of the incident, I’m relieved that only two people suffered minor injuries and that no one was seriously harmed.

The challenge extended beyond removing water and damaged contents. Structural debris created immediate safety risks, electrical and ventilation systems had been exposed to contaminated saltwater, and authorities needed safe access to investigate the cause of the failure. Recovery depended on addressing these risks in the right sequence while preparing several affected premises for further restoration.

Mobilising specialist resources within hours

Specialists from Polygon’s Center of Excellence in Germany were mobilised on the day of the incident. Teams secured and cleared affected areas, supported by high-access specialists who secured the remains of the Aquadom. Pipework and ventilation ducts were exposed and cleared to support the authorities’ investigation.
As the response developed, Polygon scaled its resources to match the demands of the site. Around 75 employees were working on site during peak periods, combining emergency response, high-access work, technical cleaning, dismantling, water extraction and structural drying within one coordinated operation.

Protecting building systems and enabling recovery

In the hotel’s lower levels, saltwater had directly affected four floors covering approximately 7,000 m². Before the remaining water could be extracted and basement shafts pumped out, teams had to make these areas safe. Polygon cleaned contaminated water from electrical switchgear and ventilation installations and added protection against further water ingress, enabling extraction and drying to proceed safely.

Clearance was equally demanding. More than 300 tonnes of material, including construction waste, furnishings and steel beams, were removed. Damaged refrigerated storage areas in adjoining businesses required the disposal of more than 80 m³ of food before further restoration could proceed.

Maintaining progress through a demanding recovery

Polygon remained on site from 16 December 2022 and continued safety measures, emergency interventions and drying work throughout Christmas and New Year. This sustained mobilisation kept the response moving during a period when continuity was critical.

Since the day of the incident, our employees have worked tirelessly. Even throughout Christmas and New Year, we were continuously on site, says Dirk Neu, authorised representative and Branch Manager of Polygon’s Technical Centre in Germany.

The first affected businesses were able to reopen approximately one year after the incident. Polygon’s work helped prepare the damaged premises for recovery by controlling immediate risks, clearing extensive debris and carrying out the technical interventions needed before restoration could progress.

The capacity to manage Major and Complex Claims

For property owners, businesses and insurers, the Aquadom assignment demonstrates the value of a restoration partner able to act quickly and sustain a large, technically demanding response. Polygon combined specialist expertise with operational scale, addressing interconnected risks across multiple premises while supporting the investigation and recovery process.

From the first emergency measures to clearance and drying, the project shows how Polygon brings the people, equipment and technical capabilities together to take on Major and Complex Claims.

To discuss support for a major or complex loss, contact Marcus Schnell and Laurent Buttazzoni