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ABI sets out Flood Insurance Customer Commitments

The ABI today sets out the industry commitments to helping customers hit by the recent flooding to recover as soon as possible.

The UK insurance industry has a critical role in helping homeowners and businesses cope with the trauma of flooding, along with local authorities, Government, the Environment Agency, and the emergency services.

From assisting our customers and their families through the confusion and distress in the immediate aftermath of a flood, to the long recovery and restoration process which follows a significant flood, the industry understands the importance of delivering on behalf of its customers.

Insurers have been working flat out since this latest flooding incident began to help customers in distress from both flooding and storms and will continue to do so. They are already making emergency payments where necessary to meet immediate needs. These commitments enshrine our promise to customers on what they can continue to expect from us, now and in the months ahead, during the drying out and repair process.

Insurers commit to:

  1. Contact customers proactively in flooded areas to offer assistance.
  2. Ensure claims lines have the capacity to deal with all customer calls promptly, to provide advice and assistance. Most insurers operate 24 hour claims lines.
  3. Deploy insurers' own emergency response teams in all areas where they have a significant number of affected customers.
  4. Pay emergency payments to support flooded customers, their families and businesses where necessary for immediate needs. We commit to making those payments urgently and as quickly as possible.
  5. Provide alternative accommodation and business premises as a matter of urgency to affected eligible customers.
  6. Send loss adjusters to flooded homes and businesses as soon as is practically possible, working closely with local GOLD command operations on access to affected areas. Insurers will continue to monitor proactively the availability of key resources over the coming months.
  7. Assess damage, begin decontamination, drying out and repair process as quickly as possible, overseeing all those involved in the claims process to ensure suppliers work well together in customers' interests.
  8. Inform customers and keep them involved throughout the restoration process which can take many months to complete.
  9. Discuss options for resilient or resistant repairs that may be available to homeowners and businesses as part of the repair process.
  10. Continue to work towards ensuring Flood Re will be up and running by April 2016. Flood Re will be a new reinsurance scheme that will allow high flood risk homes to access affordable home insurance going forward.

The ABI has produced a guide: Responding to Major Floods (pdf 2MB) to help guide people through claiming following a flood, including the drying out and restoration process. More information can be found in our Flooding section.

Notes for Editors

  • These commitments were first agreed in February 2014, and have been agreed by the Chief Executive Officers of the major general insurance members of the ABI for this latest flood incident.

Last updated 01/07/2016