Background

After a period where the country was battered by 3 storms in 7 days, claims volumes surged resulting in a 200% increase on call volumes in one day. We created additional capacity across operational & field teams to ensure we could serve affected customers efficiently.

A Loss Adjuster had to do some quick thinking whilst visiting claims in Derbyshire as part of the emergency response effort. He was north of the town of Belper where the River Amber joins the River Derwent when he suddenly found the roads ahead were blocked and flooded fields either side of him, with water levels rising. The major route in the area, the A6 – was already known to be impassable. However, he was determined to make all his scheduled visits and not let any customers down. He immediately telephoned the customer to let them know that he would be delayed but would still be attending.

He was concerned was that the roads he had already passed through had the potential to now be impassable, so he needed a route to higher ground. He contacted his Regional Manager, who stayed on the phone with him and used online maps to find a way through after a couple of attempts where further flooded roads were found.

Results

Thankfully, the experience was short-lived, and the adjuster was able to make his next appointment without too much further delay. This was especially important as his next visit was for a flooded property where the policyholder needed our emergency assistance to help with alternative accommodation, and the instruction of our response team to assess drying and strip out measures. The customer recognising our Loss Adjuster’s difficult journey, was extremely grateful for his perseverance!

To find out more about our emergency response and loss adjusting capability please get in touch with our Managing Director – Property Adjusting & Special Investigations, Andrew Considine on andrew.considine@davies-group.com.