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Page 2 of 6
Bad Weather
Domestic & Commercial
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My property may be about to be flooded. What should I do?
Personal safety is very important, think about your actions carefully. Make sure you have what you need to put your plan into action
Personal documents, insurance and bank details and essential contact telephone numbers should be collected and kept in a waterproof bag in a place safe from floodwater.
If safe to do so, move items to a higher level. Prepare to turn of essential supplies - gas, electricity, water - at the mains.
If advised to leave your property by the authorities, listen to their advice and follow any instructions they give. Leaving your property as secure as possible. Make sure you have your insurance contact numbers and details with you.
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Will my property be covered for flood damage?
The overwhelming majority of household policies provide cover in respect of flood but check your policy NOW to make sure this is so. Under commercial policies flood cover is normally provided as an option at additional premium.
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Will both my Buildings and Contents be covered?
If you own your own house and you have taken out buildings and contents insurance with the same or a different insurer you will be covered but make sure you have an adequate level of insurance - you may be subject to a reduced cover if you are underinsured. If you have not taken out buildings and/or contents insurance then you will have to pay for any flood damage to uninsured property.
If you are a tenant and have taken out contents insurance you will be covered in respect of your contents and any fixtures and fittings which belong to you. Buildings insurance is normally the responsibility of the landlord.
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I do not know the name of my insurance company.
ABI does not hold a database of policyholders and their insurance companies. Speak to your broker, insurance advisor, mortgage lender or bank (direct debit/standing order payments can be used by them to identify your insurer) who may be able to provide details. If you are in rented accommodation, speak to your landlord or local authority where you pay your rent.
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I know the name of my insurance company but I cannot find my policy.
A Ring directory enquiries or look in telephone directory for your insurer. When you ring them give them as many details as you can. The insurer is likely to be able to find your policy details from your personal information and your postcode.
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My property has been flooded. What do I need to report to my insurer about my claim?
A Some insurers will take details by telephone. Claims staff will be able to give advice on the actions you need to take. In certain circumstances, helpline staff may be able to give you the go-ahead for repair work to be commenced. Most helplines operate 24-hours a day.
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I had to leave my house and I am living in alternative accommodation. How long will I be able to stay here?
In most incidences there will have to be "damage" to your home or its contents to trigger the alternative accommodation cover.
You should check the detail of the cover you have bought, if you did not do so when you took the policy out
You should ensure that you are aware of the costs of the alternative accommodation you are living in and you should speak to your insurer to make sure they will continue to pay the costs incurred. In the unlikely event of the alternative accommodation portion of cover being used up, it will be your responsibility to make your own accommodation arrangements and to pay for them.
Alternative accommodation must be reasonable and in keeping with your normal lifestyle. Always obtain your insurer's approval before incurring any costs.
If you prefer to be near your property when the flood waters have gone some insurers, depending on the circumstances, may arrange for a mobile home to be placed in your garden.
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How long will it be before I am back in my property?
Once the flood waters have receded you should:
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remove mud
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clean and disinfect
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dry out your property
Where possible, advice should be sought as to how walls, furniture and carpets should be cleaned before any work is undertaken. Seek professional advice on how long drying out a property will take. Insurers have experience of the time it takes to dry out property in a correct way. You will not be able to redecorate before the property has thoroughly dried out.
Depending on the degree of damage it could be between a few weeks and several months before a property is habitable.
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How long do I need to keep the goods that have been damaged?
Do not eat any food that has been exposed to flooding. Throw it away and keep a note of the items disposed of. If you have any recent receipts for food that was purchased for the freezer retain them as part of your claim. Fridges and freezers should be cleared out as soon as possible.
Material goods:
It is a good idea to take photographs of the damage. Any carpets, furniture or other goods that have been removed from your home should be retained until your insurer has agreed that they can be disposed of. If it is not possible to store or retain goods, every effort should be made to contact your insurer or their representative (loss adjuster) to obtain their agreement to the disposal of goods.
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Can I use my own builder?
You can use your own builder if you choose to do so. You may find it beneficial to use a builder recommended by your insurer from their "approved list". As the standard of work from such a builder will be known and have been monitored, it will be acceptable to your insurer. By using an approved builder if any problems do arise it will be easier for you to raise the matter with your insurer.
If you do decide that you would like to choose your builder to undertake your repair work, you will most likely be asked to obtain 2/3 estimates in order that your insurer has a proper understanding of the work that will be needed and the likely costs.
You will need the insurer's confirmation that they have agreed an estimate before any work commences. You will also need to refer any problems with reinstatement work, involving increases in costs, to your insurer and obtain their agreement before any such work goes ahead.
Any complaints arising from work undertaken by a builder of your own choice, which is not sanctioned by your insurer, will ultimately be for you to resolve.
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Flooding has damaged my garden. Can I make a claim?
Your household policies will generally cover damage to outbuildings, garages and sheds. They do not normally cover storm or flood damage to gates, fences, hedges and garden plants and shrubs.
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Will I have to pay an excess (ie the first part of any claim)?
Unless you have chosen a different amount, you will have to pay a standard policy excess. Check your insurance policy to confirm the amount applied by your insurer.
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Why has a loss adjuster been appointed?
A loss adjuster represents your insurer and has been appointed to confirm the circumstances of the claim, to make sure the claim is covered by the policy and to ensure that the full value of the claim is agreed with you.
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I have a complaint about the way my claim is being handled by my insurance company and/or loss adjuster.
Insurance company:
Every insurer has a complaints procedure which you will find with your policy documents. As a first step telephone or write to your insurer keeping a note of what you have said. If the problem is not resolved to your satisfaction you can contact the Insurance Ombudsman or the PIAS who will investigate the complaint within their terms of reference. Any Ombudsman decisions are binding on the insurer but not on the policyholder. Ultimate redress for the policyholder is to choose to take action through the Courts.
Loss Adjuster:
As a first step speak to your insurer. You can also try to resolve the matter with the loss adjuster handling your claim or with a senior member of the firm overseeing your claim. If this is not possible then you should contact the head office of the firm which employs him or her. In this respect you should contact the Chartered Institute of Loss Adjusters at the address below. All loss adjusters will have formal complaint procedures. If you are still unable to resolve the matter, you should contact your insurance company. They will handle complaints against loss adjusters according to their (the loss adjusters) written complaints procedure.
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Where can I get more information about adjusters?
A You should contact either of the following organisations.
The Chartered Institute of Loss Adjusters (CILA)
Peninsular House
36 Monument Street
London EC3R 8LJ
Tel:020 7337 9960
e-mail:
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website: www.cila.co.uk
Association of British Insurers (ABI)
51 Gresham Street
London EC2V 7HQ
Tel: 020 7600 3333
e-mail:
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website: www.abi.org.uk
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I have a complaint about the builder appointed by my insurer to undertake my repair work.
Telephone the claims department of your insurer as soon as possible to report your concerns. Keep a note of what the problems are. If they are not resolved to your satisfaction write to the claims manager of your insurance company.
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I believe there to be a fraudulent aspect to the work being undertaken by my repairer.
Speak to your insurer immediately. Alternatively, if you wish to deal with it in a confidential manner, consider contacting your local Trading Standards Department.
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How long will it be before I get my claim settled?
Domestic:
Much will depend on the extent of the damage to the property. If it is a relatively simple claim and the loss adjuster/company representative has reached a final settlement figure, a cheque should be with you normally within 10 working days of agreement being reached.
In respect of larger, more involved claims, interim payments may be made. In some circumstances direct settlement may be made with, for example, the proprietor of temporary accommodation providers.
Commercial:
Commercial claims may require more specialist investigation which will take a longer period of time. There may also be complications due to consequential losses that require more complex assessment.
In dealing with any claim large or small the insurer will be looking to settle the claim as soon as possible as this is in the interests of all parties.
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I know I am underinsured. How will my insurer deal with my claim?
The onus is always with you to make sure that your sum insured is correct. Insurers have traditionally supplied household rebuilding and consumer durable index linking information to help policyholders keep their sums insured up-to-date.
Any approach you make to your insurer regarding your claim, where there is an element of under-insurance, will be considered on its merits. It is unlikely that there will be an across the board approach by insurers to such claims. Some may choose to take a sympathetic view where the policyholder has been with them for some considerable time and where they can demonstrate that they have made efforts to keep their sum insured up-to-date. Where it is clear that there has been "deliberate" under-insurance and a policyholder has made no attempt to increase their sum insured, despite accumulating high value goods or adding extensions etc, then it is probable that an insurer will look to settle any claim under the "strict" policy terms and conditions which may mean that you have to meet part of the claim yourself.
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Will my insurance premiums increase as a result of my having made a claim for flood damage?
Many factors affect premiums and they may rise for many reasons. After the storms and floods of 2002 insurers have had to increase their rates to ensure that claims continue to be met.
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Will my insurer refuse to renew my policy next year?
Insurers are keen to continue providing insurance to their existing policyholders until 31 December 2002. Policies will be renewed thereafter in the light of experience.
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Insurance