Norwich Union advice on floods

For UK customers only

The worst storms for 200 years hit the UK in the autumn/winter 2000 with the resulting floods costing the industry over £750m.

At present Norwich Union Insurance will continue to write flood insurance cover in a focused and controlled manner. We support in principle the ABI 2-year agreement but reserve the right to change rate and terms and to exclude cover in certain circumstances.

For existing customers in higher risk flood areas, premiums may be higher or the customer may be asked to pay a higher excess to reflect the increased frequency of flood claims.

In exceptional cases where flooding has occurred frequently, and where there is no planned defenses being built within a reasonable timescale, flood cover may be withdrawn. Cases will be considered on an individual basis.

For new customers in high risk areas, all cases are considered on an individual basis much in the same was as areas affected by subsidence and where protections against theft are needed.

To help ensure the continued availability and affordability of insurance, Norwich Union will take a leading role in influencing the Government and industry bodies for the need for adequate flood defenses, funding and planning controls.

October and November floods 2000

October 2000 was the wettest for 100 years and overall, autumn 2000 was the wettest for 200 years. A number of experts commented on the severity of the storms and floods:

"What was unusual this year was that instead of getting low pressure - a stormy spell of weather - followed by an interlude of high pressure, drier and more settled, storms just came rattling in one after another" - Helen Young, Met Office.

"The defences were designed to cope with the worst rainfall you could expect in 100 years... that was based on how much rainfall we used to have" - Vivian White, BBC Panorama

Norwich Union claims

Between mid-October and mid-November, Norwich Union received in excess of 50,000 claims for flood or storm damage. We received claims from all over the country with the majority relating to storm damage, for example, broken roof tiles, fallen trees and minor structural damage. Flood claims were received from Wales, the West Country, Gloucestershire & Worcestershire, Kent, Yorkshire and East Sussex.

Since the severe flooding, we have been working closely with York city council to help them develop a 'flood template' for all local authorities to use in their future planning for floods.

Advice on what to do if your property is flooded

If you have been unlucky enough to suffer flooding, we recommend that you call your insurer's emergency helpline or contact your local broker as soon as possible.

Norwich Union's 24 hour Clubline numbers are
0800 012345 and 0800 555333 (all calls are free and lines are open 365 days a year).

The sooner you report the damage to Norwich Union, the faster we can get loss adjusters and repair experts to your home, to advise on minimising further damage and find out the information we need to finalise your claim.

Taking preventative measures

If you receive prior warning of flooding you may be able to take the following action to minimise damage to your home and belongings, but only if it is safe to do so and you have enough time - do not put yourself at risk!

• Protect entrances and external doors with sandbags, if you have them.
• Where possible, move furniture and electrical items upstairs - but don't risk an accident or hurting yourself by carrying heavy items.
• If you are unable to leave your property, fill a vacuum flask with a hot drink and take items such as a torch, warm clothing, a battery-operated radio (tuned to the local radio station for updates) and a mobile telephone (if you have one) upstairs, until the danger has passed or help arrives.
• If you have time, seal delicate items in plastic bags to protect them from water damage - but don't put yourself in any danger by wasting time, when you should be getting to a place of safety.
• Ensure that your insurance documentation is to hand with helpline numbers.
• Pack a small selection of dry clothes and toiletry essentials, including any medicines and emergency contact numbers.

After the event

If your home has been flooded, Norwich Union advises you take the following action:

• Turn off the electricity at the mains.
• Don't throw anything away - the loss adjuster will need to assess damage to your belongings for valuation purposes and see if it is possible to repair them.
• Lift any sodden carpets to allow the floor to dry, but do not throw them out.
• Use a low heat to gently dry things out - using a high heat can cause further damage. Safety first - do take care not to use electrical sources of heat near flood water.
• Once the floodwater has gone, take professional advice before you start redecorating. You may need to let brickwork dry out for some months before you can redecorate.
• If you are using a dehumidifier, make sure doors and windows are closed.
• If you are drying out your building by the central heating system alone, make sure the rooms are ventilated.
• Be patient - taking time to dry out your home properly now could save a lot of time later on when it comes to redecorating.
• If your property suffers severe flooding, you should not attempt to get through flood water to leave - it will probably be safer to move to an upper storey rather than risk wading through deep flood water, where there is a danger you could be swept away by the current.