Help is at hand if your home is damaged by flood waters
SERIOUS flooding problems have become more common and, after the impact of storms Ciara and Dennis, it’s clear that for many people around the UK, the impact of flooding is a huge concern.
The government has said that people affected by ‘serious’ flooding will be able to receive up to £5,000 to help protect them from future incidents – available through your local authority and has been in place since last November.
But for many people, the key word is ‘future’ – those already affected need help right now, and that will usually involve their insurance company.
Firstly, a bit of reassurance. Insurance companies are generally pretty good at swinging into action when there’s a flood. They’ll have loss adjusters out in areas affected by flooding really quickly. They are there to help assess what needs to be done as a priority, along with the subsequent repairs and claim issues that arise as a result.
But increasingly, people are telling me they can’t get hold of a loss adjuster or there are simply too many people affected for them to respond quickly. This is going to be a challenge for the industry over the next few years. All I can say is ‘keep trying’ – your insurer is obliged to get someone out to you as soon a possible.
When you claim, explain the impact on you, particularly if you’re ill or have a young family and can’t stay in your property. They’ll tell you what will happen next and can even help you find (and fund) temporary accommodation if your home needs serious work.
The biggest problem with flood complaints is the time it can take to sort things out. If your property has been structurally damaged, it can take a long time – on rare occasions years – before the property is habitable. During that time, you may find yourself in alternative accommodation for a prolonged period.
Resolver also sees complaints about the contractors the insurer uses to sort out flood damage, from loss adjusters to builders and specialist tradespeople. Don’t forget, your contract is with the insurance company, so if you’re unhappy with a contractor, speak to the insurer.
Here’s how to get started:
Call your insurance company to log a claim and get as much advice as you can. Remember to make a note of when you called and who you spoke to.
Keep a record of any extra spending, including hotel bills and emergency repairs as this may be covered by the policy. Keep them in a safe place with insurance documents.
Don’t authorise repair work without speaking to the insurer.
You might not be covered if your contractor is more expensive than their choice.
Take photos and video of the damage, list all the damage to your house and belongings and even keep samples of things such as carpets to prove the quality of furnishings.
The most important thing is to keep informed. Flooding claims can be complex and may take a while to resolve fully. So, speak to the insurer, get them to explain what they’re doing, time scales and if your property needs to be ‘future-proofed’ to prevent things happing again.
If you’re unhappy with the way your complaint has been handled, Resolver can help you make a complaint for free. And if the insurance company doesn’t sort things out, we’ll pass your complaint to the free Financial Ombudsman Service (FOS) who can tell the insurer to make things right if they agree with your complaint.