Flooding & escape of water - making a claim

If your home is affected by flooding, there are things you can do to help deal with it as quickly and painlessly as possible. Here are the most important things to do, after making sure everyone is safe:

• Contact your insurer, and have your policy documents to hand if possible.
• Make an accurate record of all the damage (if you can, take photos of every room).
• If possible, use a permanent pen to mark the level the flood water reached on the walls - keep one handy in case you need it.
• Make a list of all your damaged possessions and take photos before you throw anything away.
• Don’t forget about the food in your cupboards and freezer. If you need to throw out defrosted food, for example, your insurance policy might also cover you for this. 

How to make a claim

Six things you need to know:

1. If you own the home you live in, call up your insurer and tell them you are making a claim because of a flood. If you have different insurers for your home and its contents then you will need to contact them both, if your home contents are damaged.

2. If you live in rented accommodation, you will need to contact your landlord to deal with the building insurance. You will be responsible for the contents insurance so you will need to contact your contents insurer. Also, check with your landlord whether they will provide alternative accommodation.

3. The insurer might send a loss adjuster round to assess the cost of the damage, and if your policy includes alternative accommodation while flood damage repairs are made to your home, they can make these arrangements too. Make sure your insurer gives you as clear an idea as possible about the process and what you can expect. For example, how long it will take to process your claim.

4. Be aware that the assessor may not be able to come out immediately, but in the meantime, try to leave any damaged items where they are until the loss adjuster sees them. Ensure they have the right contact details for you and can gain access to your home.

5. When making a claim, keep a record of all contact with your insurer, including who you spoke to, when and what was agreed, and keep hold of any letters, emails and receipts for repair work.

6. With most insurance policies, the insurer will deduct a pre-agreed amount from the pay-out for any claim you make - this is known as the policy ‘excess’. Be aware of this, and check what level of excess has been agreed before you call, so it doesn’t come as a surprise.

Remember, your insurer is there to help.

• Flood Risk Insurance - Flexible policies to suit a wide range of circumstances
• Combined Home Insurance - Protect your home and its contents
• Buildings Insurance - Flexible buildings cover to suit your needs
• Contents Insurance - Protect your possessions from loss or damage