Gearing up for winter

Our #WinterSmart checklist helps customers prepare for winter. But what are we doing to be ready for winter-related claims?

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For over 300 years, we’ve seen first-hand the damage and loss that flooding, snow, hailstorms and intense freezes can cause.

Severe weather events like the St. Jude storm that struck northern Europe in 2013 and the 2013/2014 storms and floods that plagued southern parts of the UK were tragic for so many people, but have also helped us hone our readiness and response for future events.

Every year we strive to learn something new about how winter-related damage and loss could be better predicted or mitigated. And every year, the one learning that never changes is that no matter how quickly or well we can help customers, prevention is always better than the cure.

To help customers lower their likelihood of needing to make a claim this winter, we’ve launched a #WinterSmart campaign to remind them of some of the things they can do to ready their property and themselves for winter.

And they’re not alone. For many months now, we have also been planning and gearing up for winter.

Disaster responses plans

We have thoroughly reviewed and refreshed our disaster response plans to make sure that we will have enough experienced claims handlers and loss adjustors available to deal with the anticipated rise in claims and customer support queries.

Proactive communication

In recent years, we’ve trialled social media alerts and phone calls to ‘at risk’ customers, both of which have been received very well. This winter, we’ll continue to use these communication tools to make sure our customers get good warning of severe weather and know how to get help if they need it.

Right place, right time

We’ve continued to invest in georisk tools – tools that help us identify and respond to customers in locations affected by severe weather or floods. These tools will help us determine where to send our emergency response teams and vehicles so that customers in the worst-affected areas can speak face-to-face with a loss adjustor or claims handler.

Supporting resilience

We continue to promote resilience measures like back-flow preventers and flood gates to our customers.

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