Making a flood claim Making a claim

A concerned looking man on the phone

Most major insurers offer 24hr helplines

Last year's flooding left the insurance industry with a £1bn claims bill, a figure that could easily rise if the UK is hit by more bad weather.

Most major insurers offer their customers a 24-hour emergency helpline service in the event of a flood. If your home has been hit by flooding you should call this number as soon as possible to get further information on how to make a claim. 

A list of the helplines of the major insurance companies is available on the Association of British Insurers' website.

What do I do now?

  • Mark the water levels on the walls for reference and photograph or video all flood damage. 
  • Keep a record of all correspondence with insurers after the flood
  • If necessary, you can arrange for emergency repairs to be carried out to stop any damage getting worse. However, you must keep receipts, as these will be needed for your insurance claim
  • Get advice where detailed, lengthy repairs are needed. Your insurer can give advice on reputable tradesmen or check out Which? Local for recommendations from Which? members. Beware of bogus tradesmen and always check references.
  • If you need to move out of your home while it is being repaired then check with your insurers - most policies will cover the cost of alternative accommodation (up to a specified limit).
  • Make sure your insurance company knows where to contact you if you have to move out of your home.

Making a complaint

If you have a complaint about the way your claim is being handled by your insurance company and/or loss adjuster you should telephone or write to your insurer keeping a note of what you have said. Your policy will contain details of your insurer's full complaints procedure.

If the problem is not resolved to your satisfaction you can contact the Financial Ombudsman Service who will investigate the complaint within their terms of reference.

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