Insurers Covea and RSA working overtime to deal with flood-related claims

Covea and RSA both have large offices in Halifax, and say staff have been working overtime to process calls from customers affected by the recent floods.

“I know this can be devastating and traumatic, but we are here to help,” said Adrian Furness, Covea’s Chief Operating Officer.

“If you have been flooded, start the claims process - it’s what it’s there for and all insurers, including us, are geared up to help in these situations.

“If your home or business has been flooded, your first priority must be your safety.

“If it isn’t safe to remain in your property, speak to your insurer about the options available.

“They can also provide advice on the most appropriate next steps, including getting a loss adjuster visit or arranging drying of the property to allow reinstatement works to be carried out.

“We always recommend taking photos of damage and compiling a list of damaged items so your insurance company can take steps to replace them and get you back in your property as quickly as possible.

“Photos are also important in case you need to dispose of items that have been water damaged that you might want to claim for.”

Mr Furness said Covea had extended their opening hours and staff had been working earlier and later than normal to complete any outstanding work.

“I’d like to thank them for their fantastic efforts in supporting our customers at what is a very difficult and distressing time for many,” he said.

“To prepare for the influx of calls and claims, we use data modelling techniques that combine weather forecast data with historic claims experience and overlays this on current policy data, allowing us to predict claims volumes.

“This enables us to forward-plan and deploy resources to bring current work up to date, and bring forward planned work, to create additional capacity for when the storm hits.

“For Storm Ciara, on the Monday we received from contact/made contact with 1,100 customers, whereas on a usual day this number would be around 300.

“Through the great commitment of our people, we still answered 98 per cent of calls we received and have stayed within our 24 hour service levels for all incoming emails, documents and customer updates.”

Covea’s office at Dean Clough was flooded, while a number of their employees and their families have been directly affected by the floods.

“We absolutely understand how devastating this feels to people,” added Mr Furness.

“One of our team saw his wife’s salon swept away by floods, destroying years of hard work, so we know how traumatic it can be and have the greatest sympathy for the distress people face.

“Our employees have a fantastic track record in supporting our local community and people are already planning to use their ‘volunteer days’ (days off which the company gives them to support causes they care about) to help clean up from the floods and raise money towards helping those without insurance protection to replace flood-damaged possessions.

“Right now though, we’re dealing with a large number of flood and storm claims from customers, and our top priority is to get them back on their feet again.

“Dean Clough also saw flooding throughout the complex. The Dean Clough team worked tirelessly to mitigate the damage and restore premises. They’re also offering temporary use of office space for businesses affected by the floods, a limited amount which can be provided free of charge.”

In a statement, RSA said: “We know the devastating impact flooding can have on people’s lives and our thoughts are with those affected.

“Although every home is different, we have an infographic offering a rough guideline on the typical timeline and steps involved in getting customers’ homes back to normal after a flood.

“We are on track with visiting customers that need our assistance.

“Every claim is different and expert claims handlers will be able to talk you through the steps involved for you. If you haven’t already, contact your insurer as soon as possible to begin the process.

“If needed, your insurer should also be able to arrange alternative accommodation.

“Most of all, continue to support your neighbours and rest assured that your insurer will do everything they can to get you back in your home as soon as possible.

“We anticipate and plan for weather events each year and have resources in place to ensure customers get the support they need. Call volumes have started to return back to normal levels since Storm Ciara came in and we are on track with visiting the customers that need our assistance.
“Our teams in Halifax and beyond have been putting in overtime and we had staff on the ground as it happened to give customers the support they need.

“Our emergency response vehicle was also in Hebden Bridge to offer guidance, support or even just a hot drink and a place to sit for anyone affected, customers or not.

“Scott Egan, our CEO of UK & International, also visited the area to provide those affected with guidance and support.”

Karl Helgesen, Chief Claims Officer at RSA, said: “We know the devastating impact flooding can have on people’s lives and our thoughts are with those affected. At times like this, community spirit prevails and we’ve seen a heartfelt and enduring response from those in the surrounding area and our staff, who have been working hard to get customers back on their feet.
“Getting homes back to normal after a flood can take time, but we will be working closely with customers every step of the way. Our experts are visiting policyholders to talk them through their claims. We are doing everything we can to get our customers back in their homes as soon as possible.”