We are fully appreciative of the fact that flooding of a home is an extremely traumatic experience for our customers and we will give guidance through the claims process and the ultimate repair and restoration work. We will ensure that problems are kept to a minimum and that each customer is kept fully informed at every stage of the process.
Claims Handling Process
In certain circumstances it will be possible for Fortis claims staff to handle claims without the need for loss adjusters to be appointed. Where this is the case, Fortis claims staff will discuss the claims settlement options with each claimant and agree on the best way forward to resolve their claim.
For other claims, adjuster visits will be required. If a loss adjuster has been appointed to the claim they will handle the claim through to a conclusion and ensure each claimant receives an appropriate and fair settlement under the terms of their policy.
If a large number of properties require inspection due to extensive flooding, it may be several days before one of our adjusters is able to visit the property and to advise on the extent of policy cover, and to commence the process of moving the claim forward. In the meantime there are some actions that can be undertaken to help mitigate any loss (please see section headed immediate steps below).
Loss adjusters will advise customers of an action plan for their claim so that they are aware of likely timescales and the steps required to progress to a conclusion.
What Costs Are Insured?
The cover provided by the insurance policy is based upon the individual schedule of insurance and policy booklet. Among other things, the insurance schedule confirms which sections of the policy have been purchased e.g. buildings, contents, and the sums insured for each section.
The policy booklet explains in full the cover provided under these sections and any restrictions, exclusions, terms and conditions. The insurance policy should be checked to ensure it has no restrictions with regards to flood cover.
Subject to the above, the policy will cover the cost of rebuilding or repairing damaged buildings, and the cost of repairing or replacing damaged contents, providing the sum insured is adequate and subject to any excess.
The policy will also cover the necessary and reasonable cost of alternative accommodation if the home cannot be lived in because of damage insured by the policy. This cover is limited to a percentage of the sum insured.
Details of any limits to cover will be advised by Fortis claims staff or handling adjusters. They will also explain the extent of policy cover and the procedures to follow, as well as answering any queries.
The policy will not cover the cost of work to undamaged areas, improvements or maintenance related work.
Alternative Accommodation
Fortis appointed adjusters are able to provide assistance in locating suitable accommodation. If there is a preference for a claimant to make their own arrangements in this regard i.e. by staying with friends/relatives or finding accommodation themselves, Fortis will be able to consider such reasonable costs as part of the claim.
If a deposit is required for the temporary accommodation, Fortis will pay this and recover it at the end of the tenancy period.
Drying Out
It is necessary to properly dry out the property before building work can commence. This procedure is vital and the length of time required to dry the property sufficiently varies depending on the type of construction, extent of flooding etc. However, customers should be aware that the drying process could take several months.
If there has been standing water in a property, the drying out period may be 6 months or even longer. Cellars, basements and under floor voids will all need to be cleared of water or pumped out.
If drying out is not carried out properly, or if repair works are commenced prematurely, then this will cause problems and failure of such work, with resultant added expense and inconvenience. It is important to remember that if timber is not properly dried out there is a potential risk that damage may be caused by fungal decay at some time in the future.
Consideration is given to the most suitable methods for drying out the building. Fortis will instruct specialist restoration companies to provide drying equipment and advice, although it must be borne in mind that the demand for such drying equipment might outstrip supply during widespread flooding.
Immediate Steps
There are some immediate measures that can be taken by the policyholder and Fortis. Care needs to be taken as often the floodwater has been contaminated by sewage and the appropriate precautions must be taken. Policyholders should not attempt to do anything beyond their own capability as Fortis can make these arrangements for you:
· After water levels have subsided there is an urgent need to remove waterlogged items, which should be stored outside for inspection and validation by Fortis or the adjuster. It would be helpful if a list could be prepared of damaged items and it is important to retain all damaged property for inspection. Where possible undamaged contents should be removed to a dry and secure area.
· Silt and debris deposited by floodwater should be removed wherever possible, but specialist assistance may be required here.
· Windows and doors should, if at all possible, be left open creating a free movement of air to assist the drying processes. Every effort should be made to achieve as much ventilation as practically possible but take care to ensure the home and valuables are secure.
· Internal ground floor doors should be left open as doors may swell and jam if left closed.
· Removal of some floorboards or chipboard panels will help dry the under floor areas.
· If easily accessible any blocked sub-floor ventilators should be cleared.
· The effects of water on the electrical installation will create serious hazards with the potential to cause fires, personal injury or death. The electricity board or a qualified electrician should shut off the supply and make installations safe.
· Gas and water services are unlikely to be affected by floodwater but gas jets, burners and pilot lights of floor standing boilers could be affected, perhaps clogged. It is best for the gas supply to be shut off until a qualified engineer has attended.
· Similarly all other services, telephones, alarm systems, TV cable installations and the like will need expert attention.
· If it is easy to do so, remove base plinths to kitchen cupboard units, this will help the drying out process. Water will collect underneath the units and if they are constructed with chipboard the components will swell and become distorted after being immersed in water. It may ultimately be necessary to replace the units.
· Remove bath panels and shower trays if practical to facilitate drying out.
· Make sure Fortis knows how to contact you if you have to move out of your home.
Useful contacts
Fortis Household Claims Onecall team: 0845 122 3019
For advice in the event of a flood you can visit the Environment Agencys' website at www.environment-agency.gov.uk or call 0845 988 1188 for the national advice line; all calls are charged at a local rate.
If you need to make a claim please refer to your policy booklet or contact your insurance advisor to find out what information you will need to give us in order to deal with your claims as quickly as possible.