As freezing temperatures grip the nation and snow blankets much of the UK, homeowners face the heightened risk of costly storm and weather damage. With January already a financially strained month for many, the additional burden of property repairs is the last thing anyone needs.
The Storm Damage Claims Process Explained
This period marks a peak time for claims on home and contents policies. Yet, many policyholders express deep dissatisfaction with how their claims are handled, facing rejections based on arguments over 'wear and tear' or whether a storm was officially 'severe'.
Consumer rights campaigner Martyn James has compiled a vital guide to help you understand your rights and navigate the claims process effectively if bad weather strikes your property.
How Insurers Assess Property Damage
Typically, insurance companies act swiftly to investigate significant storm damage. However, if many homes in your locality are affected, delays can occur. Your insurer will first dispatch a 'loss adjuster' to evaluate the damage and prioritise necessary repairs. This professional also files a report detailing subsequent work required.
Should you disagree with the loss adjuster's findings, you must complain to the insurance underwriter immediately. For complex or substantial damage, you might consider hiring a 'loss assessor', an independent professional who manages the claim on your behalf for a fee.
Your Step-by-Step Guide to Making a Claim
Feeling overwhelmed is natural when your home is damaged. Follow this clear process to ensure your claim is robust:
1. Contact your insurer immediately, even if the adverse weather is ongoing. Note the time of your call and the name of the advisor. Prepare notes beforehand detailing the damage and your questions.
2. Meticulously document everything. Create a bullet-point list of all damaged items and property areas. Take extensive photographs. Keep all receipts for emergency repairs, temporary accommodation, or other incurred costs, as these may be covered. Store originals safely and take digital backups.
3. Clarify the next steps. Speak to your insurer to establish clear timelines, proposed repairs, and arrangements for alternative accommodation if your home is uninhabitable. Disclose any special requirements, such as medical needs or working from home setups. Request a dedicated contact line for updates.
4. Never authorise repairs without insurer approval. Using your own contractor could void coverage if their costs exceed the insurer's approved rates. Personalise your claim by explaining how the damage affects you and your family, which can lead to more sympathetic and efficient handling.
Common Pitfalls and How to Avoid Them
The most frequent complaint involves the prolonged time to resolve claims, especially for structural damage, which can take years. Extended stays in temporary accommodation are common.
Issues with contractors—from loss adjusters to builders—are another major headache. Remember, your contract is with the insurance company, so direct any complaints about tradespeople to them.
Wear and tear disputes are a primary reason for rejected claims. Insurers may argue the weather was merely a catalyst for pre-existing deterioration. Both insurers and the Financial Ombudsman Service (FOS) will consult official weather data for your area to determine liability.
The central question is: 'What should you have known?' A rotten fence may have been destined to fall, but loose roof tiles damaged in a storm may still warrant a valid claim despite some prior wear.
Power Cuts and Your Rights
Claims aren't limited to physical damage. Prolonged power cuts can also warrant action. Check on vulnerable neighbours and contact local council or power company support services.
Under Ofgem's 'Guaranteed Standards of Service', you may be entitled to compensation for lengthy power loss. Payment amounts depend on outage duration and are made by your energy network supplier, not your energy provider. Ofgem's website provides a full compensation table.
What to Do If You're Unhappy
If contractor work is substandard, document your objections and obtain free quotes from other specialists. Do not authorise further work. Present these quotes to your insurance underwriter and request a contractor replacement.
You can make a formal complaint about claim handling at any point; it should not affect your treatment. If the insurer doesn't resolve the issue within eight weeks, you can escalate your case to the free Financial Ombudsman Service (FOS), which can compel the insurer to act. In complex weather claims, sometimes the mere threat of involving the Ombudsman can improve service.
Martyn James is a leading consumer rights campaigner, broadcaster, and journalist.
