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Flooding update from The Co-operative Insurance

6th January 2016

  • Hundreds of customers affected by floods assisted by Co-operative teams
  • Spokespeople available for interview

Following the extreme weather conditions of storms Desmond, Eva and Frank which resulted in widespread flooding across the UK from December, the Co-operative Insurance continues to assist hundreds of customers as the drying out process begins.

Jonathan Guy, Head of Claims at The Co-operative Insurance, said: “Our priority is ensuring that our customers are safe and back in their homes as quickly as possible.  The number of claims we have received due to storms and flooding since December and the arrival of Storm Desmond are in their hundreds and we will continue to assist any customers affected by the impact of these weather conditions.  We continue to treat all storm and flooding claims as a priority.

“For all flooded properties we will offer our customers advice and guidance on how they can make their home more flood resilient. Wherever possible we will seek to offer this as part of the restoration process.”

When the first storm hit, the Co-operative Insurance claims team quickly mobilised and Jonathan went up to Cumbria to assist our customers. Jonathan explains: “When destructive events like floods happen, it is important for families to focus on what is really important to them and we wanted to try to ensure that flooding was the least of their worries.

“When I was out visiting our customers, it was clear that they all had differing priorities, so getting to understand what was important to them and then tailoring the claim appropriately to make sure their needs were taken into account has been really crucial. Vulnerability takes many forms and everyone I saw needed reassurance and guidance regarding the next steps.”

Many colleagues volunteered to come in over the Christmas break to deal with new claims and proactively contact all of our customers within 250 metres of areas at risk of flooding to see if they needed help.  By doing this we were able to identify and assist people who didn’t realise our claims lines would be open on the Bank Holidays over the festive period.

In addition:

  • Our loss adjustors have drafted in extra support to ensure customers are being looked after and we will continue to treat these claims as a high priority
  • All customers who are unable to stay in their homes have been or are being re-homed in temporary accommodation as quickly as possible
  • Customers automatically authorised to take the necessary steps to repair their properties or to move to alternative accommodation if required
  • Following Storm Desmond, severely affected  customers in Cumbria received  £50 of Co-operative Food vouchers to help them through the Christmas period

Any customers who need to claim can call 0345 999 8888 for our assistance.

Members of the Co-operative Insurance claims team will be visiting Cumbria in the near future to assist customers as the drying out process continues.

Ends 

For further information please contact:

Jenna Moss
Press & Media Relations Manager – The Co-operative Group
Tel: 0161 767 4354/07770 441 828
Email: jenna.moss@co-operative.coop

About The Co-operative Insurance:

The Co-operative Insurance is a UK-based General Insurer that operates principally within the personal lines segments of the Motor and Home Insurance markets. The Co-operative Insurance underwrites the majority of business written, supplemented with some small lines of business where The Co-operative Insurance acts as a distributor or has a 100% reinsurance arrangement in place.

With more than 1.18m customers, The Co-operative Insurance is committed to ‘Doing the Right thing’ and always strives to treat customers and members fairly. The Co-operative Insurance pioneered the way in lowering the insurance premiums of Young Drivers as the first major insurer to launch a pay how you drive telematics insurance product for young drivers in 2011. Since launching the scheme, The Co-operative Insurance has saved its young drivers more than £7.2 million in their first year of driving.