Floods and Surge Management

Flooding has become a regular problem for householders, businesses and insurers. In the UK, there are more than 2 million homes at risk from coastal or inland flooding. The UK is unique in that insurers provide flood cover as a standard feature for both household and (most) business policies.

Regular flood 'events' have become commonplace. Some recent examples include:

• January 2005 - centre of Carlisle flooded
• Summer 2007 - widespread flooding, affecting many parts of the UK. This was the largest and most significant flood event this century.
• September 2008 - flooding in Morpeth, Northumberland.
• November 2009 - flooding in Cumbria. This was the worst deluge in living memory. The Environment Agency measured rainfall of 314mm (12.4 inches) in 24 hours in Cumbria, which smashed the previous record of 279mm, which occurred in Dorset in 1955. The floodwaters cut off Cockermouth for several days.

How we respond to such surges is a measure of our success as a loss adjusting business. We manage surge events by concentrating on utilising our considerable resources in a flexible manner in order to deliver cost control and customer service.

GAB Robins' record of accomplishment in responding to these events has been second to none.

Our adjusters and support staff have demonstrated repeatedly that they are ready to respond to these emergencies wherever and whenever they occur. During the recent severe weather over the Christmas period many staff worked throughout Christmas and cancelled holidays in order to deal with the surge of claims from policyholders, all requiring our help and expertise.

We have the ability to scale up our resources and increase capacity at a moment's notice. Together with our insurer partner AXA, we were successful in winning the Major Loss Initiative of the Year at the 2010 British Insurance Awards, for our combined response to the flood emergency in Cockermouth.

Specific results to the surge response in Cockermouth were as follows:

• 397 visits to potentially affected properties in the area.
• 92% of actual claimants visited within week one.
• 80% of businesses reopened by 31 June 2010.
• Zero complaints.

For further information, please contact: George Bentley, Client Services Director, Email: george_bentley@gabrobins.co.uk.

Below is a quote from one grateful policyholder, the owner of a local public house, which was devastated by floodwater, and the subject of a very substantial claim.