Storm & Flood Update

With the recent and continuing storms and floods hitting the UK, we would like to reassure our customers that there are measures in place to help you get back on your feet during these difficult times.

Following on from Storms Desmond and Eva, which caused considerable flooding to areas in the north of Britain, Storm Frank has now hit parts of the country and the Environment Agency has issued a further 3 day Flood Risk forecast.

How are we helping and what have we done?

After continuous talks with our Insurer and Claims Administrators over the festive period and have put in place the following to ensure we maintain the very highest levels of claims service during this challenging period:

  • Setting up temporary offices in Cumbria.
  • Bringing in staff over the Bank Holiday to answer calls.
  • Using other UK offices to maximise the number of phone lines available to our customers.
  • Bringing in additional Loss Adjusters from overseas offices.
  • All customer claims have been acknowledged and if a visit has not yet been made by a Loss Adjuster, a date for a visit has been agreed.
  • Daily conference calls with our Claims Administrators, including temporary increases in their Claims Authority limits.
  • Instructions to adopt a common sense approach to emergency payments and alternative accommodation, particularly where there could be delays in validating claims.
  • Direct contact details of Canopius claims staff provided to short cut any queries.
  • Widening the geographical coverage of our Loss Adjusters specialising in static caravans, to ensure the right advice is provided to this particular, sometimes vulnerable, customer group.

We understand that this is a difficult time for some of our customers and that there can be a long road to recovery for those unfortunate enough to suffer serious flood damage to their homes. We will continue to support and help our customers to their pre-flood state as best, and as quickly, as we possibly can.

Proactive Measures For Penton Park Residents

When Park Home Assist Insurance Services heard that Residents at Penton Park had been evacuated due to the risk of flooding, rather than ‘sit on our laurels’ and wait to hear if any of our 60+ policyholders had been affected, we decided to take proactive measures.

Without any call from our policyholders Park Home Assist decided to send our Loss Adjuster anyway to ensure that our policyholders were ok and unaffected. Our Loss Adjuster knocked on every one of our policyholders doors and spoke to anyone who was still about to make sure that all was well and that they didn’t need our insurer’s help at this stage.

Park Home Assist appreciate that such an event for residents is a very traumatic one, with some residents living on their own and could be very distressed if their home and or belongings had been affected by the flood waters and all we could do to alleviate those concerns would be in the best interests for all concerned. If any home had been affected then we had the right man on the park from the outset to assess the damage and start the ball rolling to appoint the appropriate trades people to ensure minimal disruption to our policyholders.

For those who our Loss Adjuster managed to speak to were not only appreciative of the knock on the door they were also surprised about our proactive approach, luckily not one of our policyholders had had damage caused by the flood water. All’s well, that ends well!