5. Catastrophe Handling

Question 1

What are the issues adjuster’s need to consider during surge?

Answer 1

1. Identification that surge claims are imminent or exist
2. What resources are available to deal with the surge
3. How the existing claims will be handled
4. Ensuring the suppliers have capacity to deal with the surge
5. Communication

Question 2

Communication - what does the PH need to know?

Answer 2

1. What actions can they undertake
2. Who will be helping them
3. What will be done
4. When it will be done
5. What they should do in the event of difficulties

Question 3

What is the prime concern in surge?

Answer 3

Protection to life & health and safety, saving property is secondary to these considerations

Question 4

What is good for a LA to know before attending site in flood claims?

Answer 4

1. Is there still flood water in property?
2. How high is/was the flood water?
3. How long did the flood water remain in the property?
4. Is the property safe to access & is it secure?
5. Is the property protected? (ie by roof or temp protection in case of storm?)

Question 5

If PH wants to remove contents during flood claim to aid drying, what approaches could be suggested so that the loss can be calculated?

Answer 5

• Photographs
• Videos
• Retaining labels - Manufacturer & Models
• Keeping samples, carpets & clothing etc
• Locating & keeping documentation - receipts, instruction manuals & guarantees

Question 6

What likely work will mitigation contractors undertake in relation to wet perils?

Answer 6

• Drying property
• Stripping out of the property
• Removing undamaged property, placing into storage
• Removing water with pumps
• Disinfecting areas
• Removal of materials that naturally soak up high volumes of moisture

Question 7

Why is it useful to speak with mitigation contractors during surge?

Answer 7

• Find out their capacity to communicate w PH & find alternative mitigation methods
• Explain work required and discuss costs

Question 8

What AA options are available during surge?

Answer 8

• Staying with friends/relatives (short term)
• Hotel (soon becomes uneconomic)
• Short term holiday lets (can be uneconomic if not short period)
• Rented accommodation (economic for families if > 3 weeks)
• Disturbance allowance
• Extended holidays abroad

Question 9

How to reserve in surge?

Answer 9

• Stay on top of it
• Inform insurers of running costs, spent money & money expected to be spent
• Ensure accurate to stop liquidation

Question 10

Management Information - what key data can assist considerably in the handling of claims and with the
wider aspects?

Answer 10

• The number of claims
• Geographical spread of losses
• Availability of suppliers
• No of homes & persons requiring AA
• No of claimants who have been contacted
• No of claimants who have been visited
• No of claimants who have had drying works started