Flood Advice from Towergate

1. Advise Insurers as soon as possible. Try and ensure that you have your policy details to hand if possible but don't let that delay things as insurance companies can readily search their database if you are unable to provide your policy number. Many insurers have emergency helplines usually included with your policy documents but if you can't find these immediately try finding the insurer's website as that will often have an emergency number. Failing that you could try the website of the Association of British Insurers as they do list many of these helplines.
   
   
2. Try to arrange emergency repairs to prevent the damage from getting worse. Most policies have a condition in them that require the policyholder to minimise the damage. If you have a digital camera or a camcorder, it is a good idea to take some pictures of the damage. Keep receipts.
   
   
3. Move vulnerable items out of danger if you can. Do not put yourself in danger but sometimes you can move things out of the danger zone
   
   
4. Try not to dispose of anything. This is particularly important as you must not dispose of the evidence. Only do so after you have had the go-ahead from the insurers and/or loss adjuster. Make a note of who you spoke to and when and if you can record the call then it is helpful in the event of disputes. If damaged items represent a potential health hazard them it might be possible to dispose of the items but try to avoid this if you can.
   
   
5. Try to put a monetary value of your claim. Easier said than done in the heat of a disaster but the insurers are trying to ascertain what needs to be done. Try to stay calm. They will possibly be inundated with many claims and they are trying to work out who needs emergency action and who can wait. If you can give them an approximation ( i.e., it is going to be hundreds/thousands/tens of thousands worth of damage - whichever is applicable. You can always preface your figure with the words "don't hold me to this but my best estimate at the moment is £……..).
   
   
6. They might want to appoint a Loss Adjuster. Insurance companies usually appoint loss adjusters on claims where they think the claim will be over a certain figure. This can vary from insurer to insurer but £5000.00 is usually the threshold. This is one of the things they will be looking to decide in respect of point 5 above.
   
   
7. The Loss Adjusters will be very busy and probably a little overwhelmed. Try and be patient – it will often work in your favour as the adjuster will be under a lot of pressure to be in many places at once. The loss adjuster is doing a hard job and isn't looking to do you down - but will be looking to ensure that the claim costs his customer (the insurance company) and little as possible. If you can try to stay amicable it will often help make the adjuster look upon you favourably.
   
   
8. Be aware that there are Loss Assessors who will act for you for a fee. They are not the same as loss adjusters. Assessors work for the policyholder and they charge fees. Most are reputable and can provide a very helpful service. At the FSB Insurance Service we do know reputable companies and can provide you with their contact details if you need them.
   
   
9. Dehumidifiers. These are machines that remove moisture from the air and environment within a building. They are at a premium at times of flooding as demands are high. Local resources may become scarce fairly early on. Ask your insurers if they can arrange for them for you - possibly by contacting a specialist cleaning company. Some times it is worth contacting a company from an area unaffected. Remember they consume a lot of power and you may need to claim for the increased cost of electricity but that is a concern for another day. Please remember that flood water is usually full of nasty contaminates. Do not put yourself in danger and try to protect yourself at all times.
   
   
10. Keep all receipts and do not pay cash for tradesmen/opportunist "cleaning" companies who "just happen to be passing". Insurance companies like to have receipts for all repairs/clearing up operations. It is worth insisting on proper headed invoices that can be verified at a later date.
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