Merlin News

June 2007 Flood Claims - Advice for Customers

27/06/2008

Following the torrential rainfall experienced over the past few days, it is now becoming clear that the UK Insurance Industry is facing one of the worst domestic flood catastrophes for many years. Not only has the flooding been severe, but it has also occurred over a wide geographical area, from the West Midlands to the North East, with thousands of properties suffering severe damage.

AMG activated its Home Catastrophe Plan on Monday 25th June and additional resources were immediately deployed to all affected areas. CAL surveyors and AMG's Specialist Adjusting Unit are also providing assistance where required.

A Customer Information Sheet has been prepared to provide Customers with information on what the claims handling process is likely to entail and to provide answers to commonly asked questions. A Flood Help Line has also been set up, manned by experienced personnel, which will be available to provide Customers with advice, in the unlikely event that they are not able to make contact with the Loss Adjuster who is handling their claim.

Commented Garry Lloyd, Director of Customer Services at AMG, "This is an unprecedented event and it is becoming clear that thousands of properties have been severely damaged. We are working with our Insurer Clients to provide a prompt, Customer focussed response as the claims are notified. It is particularly important that Customer expectations are properly managed and that they are given clear advice about how their claim is likely to progress and made aware of the inevitable delay which will occur while the property is dried. To assist with the communication process, we have produced a Customer Information Sheet, which we will be handing to each Customer at the time of the initial visit and we have also set up a dedicated Flood Help Line, which we feel is necessary given the scale of this catastrophe. We will be applying the lessons learned from previous flood events such as Carlisle and Boscastle and will be doing our utmost to help to ease the obvious suffering which many Customers are undergoing. Our Adjusting teams are working flat out to cope with the dramatic increase in volumes which we are experiencing and we are indebted to them for their commitment, professionalism and Customer care".

A copy of the Customer Information Sheet can be obtained here;

Issued for and on behalf of :-

AMG
Stratton Court
Bromborough
Wirral
CH62 3PW

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