A family home collapsed into a 25ft hole in Bromley, Kent, last week, forcing nearly 100 people to be evacuated from their homes.
The collapsed property was insured by AXA, with loss adjuster Crawford acting on its behalf.
A spokesman for the loss adjuster said: "Crawford, together with AXA have made an interim financial payment to the Shepherd family of a substantial amount to ensure that they are made comfortable in the short term. And they have made alternative accommodation arrangements for the family.
"Thankfully nobody was physically hurt as a result of the collapse. Regarding the property, the insurer and Crawford are doing everything possible to investigate the issue, but clearly it is a complex matter."
Early indications suggest that subsidence was the cause. A 40-metre exclusion zone has been set up around the damaged property.