At Crawford & Company we understand just how disruptive and upsetting the aftermath of flooding can be. Rest assured, we will work with you so that you can return to normality as soon as possible.

The role of the loss adjuster

As loss adjusters we are independent and impartial claims specialists who are employed by insurance companies.

When a Crawford loss adjuster visits you to discuss the circumstances of your claim, he/she will primarily focus on checking the following:

1. That the loss or damage falls within the terms of your insurance policy
2. That the sums insured on the policy are adequate
3. That the amounts being claimed for are fair and reasonable.

The adjuster will help you understand the claims and repair processes. Once the findings are reported and recommendations made to the insurance company, your claim can be progressed. Where appropriate, we are also able to arrange interim funding of approved costs to cover expenses incurred to date.

Our response and expertise

For many years, Crawford - the world’s largest claims and risk management company - has been dealing with flood claims. We represent your insurers to ensure a fair settlement under the terms of your policy. It is important though to note that the sheer scale of this particular incident - the biggest for over 20 years - means that our team of adjusters are not able to visit every policyholder within the time limits that would normally be expected. We will however telephone you within 24 hours of your claim instruction being received and visits will be arranged as quickly as possible. You can also help speed things up by ensuring that we have full contact details for you, including alternative telephone numbers, in order to arrange these visits.

Please ask us if you are not sure of anything and we will do our best to help or seek further advice for you.

The process

A key priority is to ensure that your property is safe; undertake a preliminary assessment; remove wet contents such as carpets, non-breathable wall coverings, fixtures and fittings; clean out and commence the drying out process. Afterwards, the processes are to closely monitor moisture levels (this varies according to structural type); prepare and agree a specification of works; carry out approved repairs; and, finally, hand back the property to you.

Please note that the following can happen during the processes described above: mould can grow although this is not harmful and is a part of the normal drying process; timbers will change dimension as the moisture levels alter; shrinkage cracks can develop, just as in a new house and plaster can become loose. All items will be assessed with you and dealt with as part of the usual repair process.

At the time of construction, all properties contain large amounts of water in concrete cement and plaster mixes. With a few exceptions, traditional types of buildings are quite resilient to immersion in flooding.

In our experience, the drying out of a building can take some time and we would ask for your patience whilst this essential part of the process is carried out. The position will be closely monitored and we will carefully review with you what needs to be done to put things right.

How you can help

To speed up the drying out process and restoration process it is imperative that building contents and non-restorable items such as carpets are removed from the property as quickly as possible. If this work is carried out prior to our adjusters’ first inspection, please document evidence of damage by recording on video or taking photographs of the affected items. Small samples of carpets etc should also be retained where possible to assist with replacement validation.

Crawford’s repairNet service is a large contractor network we manage which arranges for specialist contractors to conduct repair and restoration work in your property.

On larger and more complex claims, we provide Crawford Surveying Services, a fully integrated surveying and repair service. With access to a network of over 130 specialist contractors across the UK, and over 60 of our in-house building professionals, Crawford Surveying Services enables large repairs to be completed quickly and efficiently.

Our professionals specialise in:

• Emergency response
• Fire, flood and other building repairs
• Disaster restoration

We will also deal with any queries you may have over your policy cover. Builders, engineers, Crawford’s own surveyors and other approved specialists will then undertake the approved repair and remedial works and, if you wish, we can arrange for your insurers to make any payments to them direct. Our adjuster will explain more about these services, if appropriate, during their visit.

Alternative accommodation

An extensive drying out process is likely to be required if your property has been severely affected by flood water. This may mean being away from the property for a long period of time. The provision of alternative accommodation is therefore a top priority. Your insurance policy will usually provide cover in the event of your property becoming uninhabitable due to flood damage. In most circumstances this section of cover would provide for hotel accommodation costs or short-tem property lets and additional living expenses. The recent floods have however put great pressure on local accommodation of all types and restricted its supply. Given these exceptional circumstances, alternative accommodation options frequently considered will include: caravans, mobile homes, holiday chalets and serviced apartments or, where possible, staying with either family or friends for which a contribution towards living expenses can be provided. We will of course help you as required in relation to all accommodation options.

Safety tips in the property

1. Flooded areas and homes can present unusual hazards so exercise caution.
2. Shallow water may hide deep open pits and care is needed when walking about until floodwaters subside.
3. Some types of property will need checking for structural stability. If you have concerns, we will review this aspect with you and advise on the next steps to be taken under your policy.
4. Electricity may be turned off, but do not reconnect until a qualified electrician has checked it.
5. Gas supplies and appliances may have been switched off by the gas company, but do not turn the supply on until an approved person has also checked this.
6. Drinking water supplies and pipe work may be affected, so seek advice from your local water authority and a qualified plumber if in any doubt.
7. Any residual contamination by floodwater will be sanitised as a part of the repair process, but until this is carried out, exercise common sense with hygiene, to minimise any health hazard.

Essential contact information

Please make sure that we know where we can contact you, particularly if you have had to move out of your home whilst essential repairs are carried out.

A designated case handler has been allocated to deal with your claim. Please provide the following information whenever you need to contact us:

• Your allocated Crawford claim number
• Name of your case handler
• Your contact telephone number
• Your address for correspondence.