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Home insurance - guides

What to do if your home's damaged by flood or storms

House with a green heart

If floods or storms damage your home, we do everything we can to put things right. We know this is a stressful time so we'll make things as easy and straightforward as possible.

We monitor extreme weather warnings for areas where our home insurance customers live. If you need to make a claim, please get in touch as soon as you can.

1. Assessing the damage

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  • If your home is badly damaged by flooding, we're likely to ask a loss adjuster to contact you. Their job is to assess the damage in detail, arrange alternative accommodation (our buildings and contents policies provide up to £25,000 of cover) and plan the restoration process.
  • In normal conditions, your loss adjuster will contact you within 24 hours of you calling us. However, after a major flood, this may take longer both due to the number of claims and difficulties accessing areas affected by flooding. Either way, you should hear from your loss adjuster within 2 days of contacting us.
  • Once the loss adjuster has completed their initial assessment, they should be able to give you an approximate timetable outlining what needs to be done to restore your home, who will do it and how long it will take.

2. Cleaning up

  • Don’t worry about cleaning up after flood or storm damage. We organise the cleaning and 'stripping out' of your home. Sometimes, we employ a specialist cleaning firm to do this, often known as a disaster restoration firm.
  • The first step to restoring your home is to remove any silt and other debris left by the floods. We clean affected areas and check the gas and electricity supplies and appliances. This is followed by 'stripping out' your home where necessary. This means removing damaged and wet furnishing and fittings, as well as damaged plaster or woodwork.
  • After cleaning and stripping out your home, the next stage is to disinfect affected areas. Drying homes can take some time - months in the event of a serious flood. The disinfecting and drying process must be completed before repair work begins. If not, the repair work won't last and the damage may re-appear in the future.

3. Repairs and restoration

  • We can appoint a building contractor to carry out repairs and reconstruction work. We only employ builders that meet our criteria and are competent to do the work. Any repair work is guaranteed, giving you peace of mind should any issues arise in the future. You can also suggest your preferred contractor.
  • The repair and reconstruction work normally starts shortly after your home has been issued with a certificate confirming that it's fully dried out. Once your home is dry, work can begin to restore and repair your home, for example re-plastering and fitting a new kitchen or bathroom where necessary.
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4. Getting you back in your home

Lastly, we discuss with you when it's safe to move back into your home following any flood or storm damage.

Icon of two triangles. Inside the triangles is a picture of a house flooded with water.

Live flood warnings

Receive the latest flood alerts for your area and the rest of the UK.

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Learn how to protect your home from flood and storm damage with our list of hints and tips.

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