Weathering Storms as Claims Professionals

As members of a dynamic and vital profession, loss adjusters and other claims handlers are frequently on the frontlines of storm recovery efforts. While Storm Bert affected large areas across the weekend, predominantly in Wales, Storm Conall has now extended the impact, causing further damage overnight to additional parts of Wales, the Midlands, the South, and the South East. Throw a dart at the map and it might be harder to hit an unaffected part of the UK.

This rolling sequence of storm events presents a new challenge, increasing the pressure on policyholders, businesses, and the claims industry alike.

With properties flooded, infrastructure damaged, and lives disrupted, your expertise has never been more critical.

For most of us, this means:

• Managing higher volumes of complex claims in tighter timeframes. While firms have adapted to ensure there is no drop in service this has increased the pressure on their staff to maintain their new and existing caseload.
• Navigating heightened emotional pressures from policyholders who are facing more (and potentially back to back) life-changing events.
• Adapting to strained external services such as Alternative Accommodation A/A) or contractor availability, as well as delayed or limited access to materials.
• All while, upholding professional standards while helping policyholders and the insurance sector adapt to these new realities.

Claims Compass Through Stormier Waters

So what steps can you make to improve your service, knowledge and support to your industry? The answer is you are probably already equipped to do so. Your work with claims offers valuable insights that can shape the industry as it evolves - but sharing that knowledge is vital to create change!

Here’s how you can champion progress within the claims process:

• Data-Driven Decision-Making: Share observations about recurring damages and risks to help us guide insurers as they refine their models and prepare for future events.
• Highlight Gaps in Coverage: Identify where policyholder needs aren’t being met, advocating for innovative solutions like parametric insurance or bringing attention to areas at risk in their business/properties that are not currently covered.
• Support Better Risk Education: Help policyholders and communities understand how to reduce their exposure to future storms.
• Take Control: CILA is here to advocate for you as an individual, not only for the profession. Engage with your body and report any challenges or changes you are encountering or educate on solutions you have found.

Build Back Better

One of the most impactful contributions you can make is advocating for resilience throughout the claims process. “Build back better” is not just a phrase—it is a strategic approach to reducing future risks and costs.

How You Can Lead in Resilient Recovery:

• Encourage Smarter Rebuilding: Advise on materials and designs that are proven to withstand storms and floods, especially in high-risk areas.
• Engage Policyholders in Prevention: Guide policyholders on measures such as better drainage systems or retrofitted flood barriers to reduce future risk.
• Collaborate for Long-Term Impact: Partner with local governments, insurers, and contractors to ensure recovery efforts align with broader resilience strategies.
• Educate yourself: Learn more about 'Build Back Better', by visiting FloodRe here.

Seasonal Pressures

Its worth addressing the elephant sized reindeer in the room and note that, while the end of year brings many opportunities for merriment, it also brings additional challenges to storm events.

As Claims Handlers you will find that this period is especially hard for those displaced from their homes at Christmas. The strain on alternative accommodation (A/A) availability, coupled with limited contractor availability, makes managing claims even more challenging while the expectation of a quicker and full resolution is higher, as policyholders are eager to get their holiday plans back on track.

For businesses, particularly in retail, the impact of storm damage during the festive trading period is significant:

• Stock Damage: Retailers typically carry greater levels of stock in the lead-up to Christmas. When these are damaged or destroyed, they can be difficult to replace in time to meet demand.
• Trading Disruption: Damaged premises or interrupted operations mean lost revenue during one of the busiest and most critical times of the year. Likewise floods or damage can disrupt delivery routes impacting on the ability to trade or meet order requirements.
• Cash Flow Pressures: Going into a new year on the back foot, financially and operationally, can be catastrophic for businesses already under fiscal pressure following the recent budget announcements.

Remember you, our claims professionals can play a pivotal role in mitigating these impacts by acting swiftly, helping businesses secure interim support, and providing clear guidance on the claims process to ensure timely recovery.

Supporting Vulnerable Customers with Care and Empathy

Keep in mind some customers impacted by recent storms may already be in vulnerable circumstances, whether due to financial instability, health issues, or personal crises. Elderly individuals, low-income families, and small businesses are often disproportionately affected and require tailored support.

For these individuals, the storms exacerbate their difficulties, making it essential for claims professionals to exercise extra care, guidance, and empathy in their responses. This is something our members are champions on delivering as a core, and often instinctual, part of their service but be mindful - the additional pressures of the holiday season (and the actual winter season with its increased costs of living) can make even the smallest hurdle for some, suddenly insurmountable.

The Key to it all

Why Your Work Matters

At its heart, loss adjusting and claims assessment are professions of trust. When storms strike, no matter the season, you are the calm amidst the chaos—the person policyholders turn to for expertise, empathy, and guidance.

Your work doesn’t just restore properties; it rebuilds lives. Every claim you process efficiently, every instance of resilience you promote, contributes to the recovery and stability of entire communities.

In a time when the UK faces a mounting climate challenge, your profession’s role in helping the nation adapt is, frankly, invaluable.

Looking After Yourself

Lets be honest, just reading the above you can see we are entering a period of intense demand and this may take a toll on your mental and physical well-being. As an industry, we depend on your expertise and resilience, but this should never come at the expense of your health. If you need support, whether from your employer, the Insurance Charities, or other mental health resources, do not hesitate to reach out to us for support.

Stay resilient. Stay engaged. And know that your work is instrumental in building a safer, more sustainable future in these stormier times.

Share Your Expertise with the Claims Community!

Do you have insights, experiences, or expertise you're passionate about sharing? Whether it's an article, a case study, or another creative output, CILA is always looking for contributions from our talented members and collaborators.

Your voice can make a difference—helping to educate, inspire, and drive innovation in the claims profession. Let’s showcase the incredible knowledge and passion within our community!

If you’ve got an idea or are keen to collaborate, reach out to Claire Luckhurst .

Together, we can create content that highlights the amazing work being done in our industry. Don’t wait—get involved today!