Storm Babet; preparing our teams, nationwide

27th October 2023

Storm Babet came crashing onto our shores over the last week, causing severe and widespread disruption that flooded over 1,250 properties.

Now, Scotland and the North of England are preparing for yet another weekend full of torrential rain, with ScotRail cancelling all train services.

With a further risk of homes being flooded, we can be there to support you and your customers by freeing up your adjusters’ time by leveraging automated processes and streamlining your claims process.

Leveraging tech to manage call volumes

Over the last week, our Building Validation team received thousands of claims, many of which from customers whose lives were turned upside down, with the Government confirming that many homes will be unrecoverable.

That’s why we’ve been closely monitoring the situation across the UK, and through optimising our resources, utilising our teams, and leveraging our automated processes, we were able to offer 90% of our customers an appointment via text message within 1 min of their claim being submitted, and settled 23% of claims, with the majority of those closed on site via our automation technology.

Following visits to customers, 100% of reports were available to action on the same day, helping us to reduce claims lifecycles.

By utilising our automated processes, 78% of our customers were able to report and settle their claims entirely online, which enabled us to further streamline our claims process, so that our call operatives were free to support the most vulnerable and distressed customers, whilst creating additional capacity for our Loss Adjusters, Surveyors, and Major & Complex Loss team.

To support our more severely impacted customers, we utilised our remote workers, switched our administrative staff to handle non-customer facing calls (inbound and outbound contractor calls), and increased the number of staff in our 1st response team by 50%, so we were able to relay rapid real-time updates to our customers.

Monitoring real-time updates

Throughout the week, we frequently monitored the severity of call volumes to accurately move our surveyors from quieter areas to the heaviest hit regions to ensure our customers were being offered appointments as soon as possible to minimise disruption.

In Scotland, due to the fact that there were many main road closures, in both Dundee and Aberdeen, it was crucial that we had frequent communication with our surveyors in the area to ensure we were completely up to date with the latest developments in the region, so we could advise our surveyors on the best course of action and relay this information back to our customers so they knew when they would be receiving support.

With another weekend of heavy rain fast approaching, having a service that provides your customers with an easy-to-use claims solution that prioritises convenience and real-time updates is imperative, which is how we can help, with a leading, UK domestic property insurer, stating “Davies set the bar on MI updates, giving us exactly what we needed.”

Find out how our building validation services can support you and your customers by contacting our Director of Client Operations, Paul Greenwood.


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