The flooding, during the summer of 2007, has saddled the UK insurance industry with a huge, one billion pound claims bill. More bad weather would push this figure even higher.
A 24-hour emergency helpline is offered to customers by most major insurers, to be used if they are flooded. You must make a call to this number as matter of urgency to find out how you should make your claim. A useful website, which is run by the Association of British Insurers, gives a list of help lines operated by the major insurance companies.
What is the next thing to do? - Try following these steps, they will act as a good guide to help make your claim successful.
The water levels should be marked on the walls as a reference and you should keep a photographic or video record of all flood damage. All correspondence between the insurers and yourself regarding the flood should be kept. Emergency repairs can be carried out to stop matters getting any worse. You should keep all receipts to support your claim. It is prudent to get professional advice before carrying out lengthy repairs. For example, your insurer may have a list of approved tradesmen. You should always take up references as there are a lot of bogus tradesmen around.
The magnitude of the repairs may be so extensive that you may have to move out of your home. You will find that the cost of alternative accommodation, up to a specific limit, will be paid for by the insurer. Your insurance company may wish to contact you after you have vacated your home, so leave them a contact telephone number.
Beware of con artists - There have been reports of criminals, posing as water officials, trying to con their way into the homes of people. So you must be very careful! Thames Water, in particular, have reported that several residents have had suspicious callers. Fortunately the householders have turned them away. However, the Water Authority has issued a warning to the public, to be careful about whom they allow into their homes.
Checking the ID of a visitor - There are precautions you should take if a visitor says they represent the Water Board. Check their photographic ID, making sure that their photo resembles them and that the card is up to date. If you are in any doubt, what so ever, call the Water Board to check that they are genuine, whilst they remain outside. If you have any reason to suppose that the caller is bogus, tell them to leave and get in touch with police immediately. Never leave the door open whilst you use the phone to check them out or call the police.
Making a complaint - If you have to complain about how your claim is being processed by your loss adjuster or insurance company, you should write or telephone your insurer, keeping a record of what you have said or written. Details of the complaints procedure of your insurer can be found in your policy.
You can get in touch with Financial Ombudsman Service if your problem is not resolved satisfactorily and they will investigate, assuming the complaint is within their terms of reference.
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