Flood claims in the UK: how an independent loss assessor can help

What counts as flood under a British policy

Most UK household and commercial policies treat flood as a separate insured event from escape of water. Flood generally means water entering from outside, whether from a river, the sea, heavy rainfall overwhelming drains, or rising groundwater. Escape of water concerns internal pipes, tanks and appliances. The distinction matters because excesses, exclusions and even the insurer's attitude can differ between the two.

Check whether your policy excludes flood, applies a higher flood excess, or limits cover for outbuildings, gardens and boundary walls. Some policies also exclude damage caused by gradual seepage, which can become a point of contention after prolonged groundwater flooding.

Flood Re and properties in high-risk areas

Flood Re is a scheme that helps insurers offer more affordable flood cover to eligible homes in high-risk areas, generally residential properties built before 2009. It works behind the scenes, so you claim with your own insurer as usual. Businesses and newer homes are outside the scheme. Ask your insurer about property flood resilience measures, since some now support resilient repairs that reduce future damage.

Roles on a flood claim

After a widespread flood event, insurers often appoint loss adjusters in large numbers and use approved drying companies and builders. The adjuster represents the insurer. A loss assessor, appointed by you, prepares your claim, challenges the scope of works and contents valuations, and keeps pressure on timescales. You remain free to deal with the insurer directly if you prefer.

If you appoint an assessor, tell the insurer in writing and give a single point of contact for appointments. That avoids duplicated visits and makes it clear who agrees the scope of works on your behalf.

Step by step from flood water to finished repairs

Report the claim as soon as it is safe, and follow official advice about electrics and contaminated water. Floodwater often carries sewage, so it should be treated as hazardous. Insurers normally arrange or approve a strip-out, removing wet plaster, flooring and kitchen units, followed by a drying period that can last weeks or months, monitored with moisture readings.

Only once the building is certified dry do reinstatement works start. Meanwhile, alternative accommodation may be needed, and many households live in rented homes or caravans during repairs. Your assessor can negotiate the scope of strip-out, query drying certificates, and compare the insurer's builder schedule with independent quotes.

• Notification and emergency advice
• Visit by the adjuster or a claims handler
• Strip-out and disposal of contaminated materials
• Drying, with regular moisture monitoring
• Schedule of works and contents settlement
• Reinstatement, snagging and final account

Evidence worth gathering before the strip-out

Once skips arrive, much of the evidence disappears. Before anything is removed, photograph the water line on walls in each room, the condition of floors, furniture and appliances, and any external damage. Keep samples of carpet or flooring if the adjuster has not yet seen them.

Keep a list of contents with approximate age and purchase price, supported by receipts, bank statements or online order histories. Note any flood warnings issued by the Environment Agency, Natural Resources Wales, SEPA in Scotland or the relevant authority in Northern Ireland, as these can help date the event.

Points that often go wrong

Disputes frequently arise over whether damage came from flood or from long-term damp, how much plaster needs replacing, whether matching items can be replaced to restore a uniform appearance, and how long alternative accommodation should last. Drying delays are another recurring complaint: a home declared dry too early can develop mould later.

• Cause disputes between flood, groundwater and pre-existing damp
• Partial replacement of kitchens or flooring leaving mismatched finishes
• Contents settled at second-hand values contrary to new-for-old cover
• Slow drying and repeated contractor changes

Commercial premises and flood

Businesses face extra issues: stock written off, equipment damaged, and lost trade while the premises dry out. Interruption cover only applies if bought, and it is limited by the indemnity period. An assessor will prepare the property and interruption elements together so that one does not undermine the other.

Complaining when the claim stalls

Put your complaint in writing to the insurer and keep copies. The insurer generally has eight weeks to issue a final response. If you are not satisfied, consumers and eligible small businesses can refer the matter to the Financial Ombudsman Service, usually within six months of that response. The Ombudsman can consider delays, poor-quality repairs and unfair settlement offers.

Keep a timeline of events, including drying dates and contractor visits, because the Ombudsman looks closely at what actually happened.

A flood claim is a long project rather than a single payment. Good records before the strip-out and a clear view of your policy will help, and expertdassure.com covers the related costs in its flood fee guide.