Location: UK

The AIRMIC conference is back for 2016 – at HIC, Harrogate on 6-8 June 2016.  Cunningham Lindsey will be among the exhibitors again this year, stand 106. It’s an unmissable event in the insurance calendar.

The Airmic Conference has become the most important event in the calendar for the insurance and risk management industry.  The whole industry comes together to share experiences and influence forward thinking. This 3 day conference hosts a programme of 30 risk and insurance related diverse workshops, a selection of high profiled keynote speakers,  lots of social opportunities to network and the largest exhibition hall to date with an excellent  showcase of products and services.

Last year, AIRMIC enjoyed a record-breaking attendance, with a total of 1,687 registered visitors from the insurance market. It’s been said that attendees get more business done in the days at AIRMIC than in weeks of meetings, phone calls and emails.

You can expect a warm welcome from the Cunningham Lindsey team who will be on stand 106, and can tell you all about our latest developments in technology and award winning services we provide to help risk managers manage their risk portfolio.

We also look forward to introducing our new UK & International CEO, David Pigot who will be joining us at the conference this year.

Some of the key services we will be highlighting at the show include:

MCL

Our major & complex loss business, providing risk management, technical loss adjusting and claims management expertise to a range of industries, including construction, manufacturing, marine, mining, power, retail, cyber and technology.

 

inTrust

Our TPA service, providing claims management across all classes of insurance, to include corporations, insurers, brokers and MGAs. We provide claims analytics, allowing you to spot and manage risks and claims trend

 

Profecta

An integrated, streamlined service that is a unique approach to claims settlement. Providing a single team to deal with claims handling, loss adjusting and litigation for corporate and professional indemnity claims.

 

FAS

Forensic Advisory Services provides astute, independent financial analysis to insurers, reinsurers and captive insurance companies. Our firm’s forensic accounting expertise ensures insurance claims – including business interruption and stock loss – are accurately quantified and resolved.

 

Motor

Delivering a full range of motor services, from FNOL, accident management, third party claims management and recoveries. We design a service for insurers and corporate fleet clients that bests suits their operating fleet needs.

 

Cyber

Digital risks are complex and evolving. Our multi-disciplined cyber specialists offer a comprehensive response to breach incidents, investigations into cause, liability, subrogation and expert claim adjustment.

 

AIRMIC 2016 is the perfect opportunity to network and talk about the range of risk management services on offer.   It’s a great meeting place, where we look forward to catching up with clients and making new contacts within the market.

If you’re interested in finding out more about our services please visit us on Stand 106. 

For event information please visit: www.airmicconference2016.com

 

Most customers appreciate that their property has to be stripped out and fully dried before repairs can be carried out, and that this will take time. Those that have been flooded before remember the process well, but we’ve been taking the time to explain what we’re doing and why, to every customer, and at every stage.

As we reach the end of the drying phase in some of the flood zones, we’re taking a look at the challenges and issues our Sergon surveyors have to face.

The right drying programme

Sergon’s consultant surveyors, where appointed, often take responsibility for designing the drying regime for each property. We monitor the progress of each regime and then issue a certificate to confirm that the property is ready for repairs.

One of the main concerns we have to address is around contamination of the properties due to floodwater, particularly in the floor voids or cavity walls. We take a robust approach, making sure that decontamination is undertaken to all voids, opening up the cavities to check that there’s no contamination or residual dampness within the cavity or insulation.

Soft strip-out

We take a considered and analytical approach towards drying, strip-out and repair. Using the latest technology we’ve developed a new, ground breaking programme that only involves a soft strip-out – this means we only remove those materials that are damaged beyond re-use. Much of the fabric of the building – floors, plaster, architraves and doorframes – remains in place to dry out with the rest of the building, and the condition is reviewed at the end of the programme.

Apart from the huge cost saving benefits, this method also reduces the timescales for repairs, and it’s ‘greener’, providing a lower carbon footprint. The soft strip-out programme was used across many properties in the Somerset Levels a couple of years ago, with consistently good results.

However, customers’ and contractors’ expectations have to be managed. Many, particularly those who’ve been flooded before, might not appreciate the advantages of today’s ‘softstrip’ approach and the technology and expertise that’s behind it. We’re spending a good deal of time reassuring them of the process an the potential benefits.

Challenges

There are of course challenges across all the flood zones. Many properties are semi-detached or terraced and, in some cases, the drying of the house adjoining the customer’s, isn’t progressing as effectively. This means we have to carry out further target drying to the party wall, before we can begin repairs to the property.

This results in a delay in starting works and we’re making sure that we talk through these issues with the customer as soon as they arise.

There are also a significant number of older properties in all of the flood zones, and some don’t have an effective damp proof course. Historically, many have had a sand/cement render applied to internal walls to stop any dampness coming through. This creates difficulties in drying and establishing when the building is ready for repair, as without an effective damp proof course, the drying process will take longer than normal. We’ve issued clear technical guidance to our teams, to make sure that a consistent approach is taken to measuring the drying process and how to decide when the building is ready for repair.

Pre-existing issues

We have come across problems with older properties, where dampness has returned following repairs, but which doesn’t relate to the flood event. A property has to be dried to a condition where decoration can be undertaken without any expectation of damp returning. However, the skills of the surveyor are in identifying any inherent defects to the property, which means that dampness always was, and could continue to be, an issue.

We discuss these problems with the customer and suggest the best course of action, which may well involve carrying out some private works to put things right.

Whilst we’ve highlighted some of the issues we have to deal with in the drying phase, steady and consistent progress continues across all the flood zones. Many properties are now ready for repair and over the next few weeks, we’ll provide further updates on this stage of the reinstatement programme.

Many commercial customers are facing the multi-faceted challenge of putting their business back on track, following the devastating effects of the recent winter storms – and some didn’t actually suffer any flood damage at all.
Most business customers are stoic – they just want things back to normal as quickly as possible and they’re ready to do whatever it takes to speed the process along. It’s not just about repairing physical damage, it’s also about restoring the business and getting trading levels back to where they were before the floods.

Every business is different – some are sole traders and their income is vital to day-to-day survival, whereas larger companies have employees, many with their own flood damage challenges to deal with. The worries are of bills and wages that need to be paid, orders honoured or refunded and, at the same time, how best to swiftly re-build the business.

FCA’s Recommendations

We’ve reacted to recommendations in the FCA’s thematic review and we’re proactively working with each SME customer to make sure that we understand their circumstances, issues and preferences. Our job is to simplify their task and make the recovery process easier and less stressful.

What matters most?

Every flood-affected commercial customer has a different set of priorities. For some, what matters most is to have funds available so that they can continue to pay staff. For others, it’s more important that they secure temporary premises nearby so that they can fulfil their orders. Knowing what matters most to each customer is key to driving the claim forward in a positive direction, and delivering a great service.

Loss of Trade

Loss of trade continues to be a major concern for many of the business owners we’ve spoken to in the flood-affected regions. In the Lake District, it’s clear that many tourists are avoiding the flooded areas, unconvinced that the region will be fully open for business when the season starts.

We’ve also heard many examples of businesses that didn’t have any material damage to trigger a claim, but are still suffering from the general fall in trade. This raises the thorny issue of Wide Area Damage, which inevitably attracts a mixed response, based on specific policies and the types of businesses involved.

Forensic Advisory Services Surgeries

Matthew Griffin, Head of our Forensic Advisory Services (FAS), has been in the flood zones over the last week, holding surgeries for commercial customers in need of help and advice in managing their insurance claims. He said: “What we’ve learned from the recent winter floods is that it’s vital to get specialist accountants out to assist commercial customers as soon as possible.

“An early understanding of the different issues and drivers involved will assist in getting the business quickly back on it’s feet – even if only partially – with minimum disruption.

“Our team has been assisting with stock valuations and in mitigating business losses, as well as guiding customers with their business interruption claim, where there’s cover. We continue to work hard to help customers progress each area of their claim so that a swift settlement can be reached.

“We’ve also been listening and coordinating feedback with our loss adjusters in the field – such as when a customer is having trouble finding a builder, or experiencing long lead times on replacement machinery, for example. It’s all about working together to provide a fully joined up response.

“We’re also discussing the best methods for each business to promote recovery once they re-open, including the potential benefits of any advertising or other marketing initiatives.”

Local Authority Assistance

Whilst the Government is offering grant funding for business affected by the recent floods, the Local Authorities are also reducing business rates in most areas to provide relief whilst repairs are carried out. In general, this is for a three-month term, which doesn’t match everyone’s expectations. In practical terms, if a business premises has been badly affected by the floods, it’s unlikely to be open for at least six months. This might be reviewed further down the line.

Issued at 16:30 on Monday 4 January 2016

Storm Frank

The damage caused by Storm Frank has been far less than Storms Eva or Desmond – representing just 10% of the total storm and flood claims numbers that we’ve received in December 2015, to date. From this last event, 76% of claims received have been for storm and 24% for flood – 16% of the total are commercial claims.

The majority of flood claims came from Scotland – Dumfries, Ballater and Peebles were worst hit. However, we’ve received significant numbers of storm claims from other areas across the UK, including Yorkshire, Humberside, Wales, East and West Midlands, Northern Ireland and many areas in the Southwest.

We’re still receiving loss instructions and we’re expecting a busy week ahead as customers start to actively progress their claims after the New Year weekend. We’ve made a good start – many customers have already been visited by one of our specialist property adjusters, and almost all have been contacted and have visits arranged.

Storm Eva

So far, Storm Eva represents just over a third of the total storm and flood claims that we received in December, to date. The percentage of flood claims is slightly higher than Storm Desmond, currently running at around 57% of the overall total. We also have a relatively high proportion (30%) of commercial claims. The majority of customers have already been visited or appointments made for the coming week.

Storm Desmond

Storm Desmond represents 56% of the total storm and flood claims received so far this winter. Just under half of our instructions from this event are for flood-affected properties.

Our Response

Our Claims Centres will be working extended hours this week – their key priority is to make sure that all customers with new claims are contacted and visits arranged as swiftly as possible.

In Cumbria, we’ve created three operational areas across the region to make sure that our follow-up is locally focused. Project Managers have been appointed and are responsible for progressing and driving the activity programme for every claim within their area. This will make sure that continuity and consistency is monitored at each stage in the reinstatement process. This model will be extended across other flood areas.

24/7 Emergency HelpLine: 0345 604 8580

Staffing of our 24/7 emergency HelpLine has been increased for this week, which will continue until call volumes decrease.

WeatherNet Forecast

More rain is forecast for Wednesday. The rainfall is expected to be heaviest across Central Scotland, Wales, the Northeast, Northwest the Southwest – currently, many of these areas still have flood warnings in place.

Next Update

We’ll continue to monitor the forecast for rain on Wednesday and will provide a further update once there is more to report.

Issued at 11:30 on Friday 31 December 2015

Storm Frank

Hundreds of homes were evacuated yesterday and many lost power, as Storm Frank tore it’s way across the UK. However, currently the damage caused doesn’t appear to be on the same scale as Storms Desmond or Eva and incoming claims numbers are slowing this morning.

Worst affected is Scotland – a widespread area from Dumfries and Galloway to Deeside/Aberdeen, with Ballater badly hit by flooding.

Croston in Lancashire was also underwater yesterday as the River Yarrow burst its banks.

Storm Eva

At this stage, the potential volume of claims from Storm Eva seems to be on a similar scale to Storm Desmond. We’ve received a large number of commercial major losses: local housing associations, engineering works and several retail outlets – large corporates and SMEs.

In terms of where the claims are coming from – the city centres of York and Leeds, together with Tadcaster, Hebden Bridge, Shipley, Mytholmroyd, Brighouse, Knaresborough and several other towns and villages have been worst hit. The extent of the damage in York city centre isn’t as severe as Carlisle, although a large number of homes in the Huntingdon Road have been affected.

On the other side of the Pennines in Lancashire: Salford, Manchester, Whalley, Summerseat, Rochdale, Bolton, Radcliffe, Bury and several other areas, have also suffered significant flood damage.

Our Response

We’ve already made contact with the vast majority of the customers affected by Storm Eva. Many have either been visited or visits have been arranged for this coming weekend.

The Army has been very efficient in helping to clear homes in the flood-affected areas. To assist customers, we’ve been providing them with a contents claim template, encouraging them to list and log their damaged possessions, before they’re disposed of.

Our Claims Centres in Glasgow and Cardiff will be open on Saturday and we’ll have teams of adjusters working over the New Year weekend in all the flood-affected areas.

Emergency HelpLine

Staffing of our 24/7 emergency HelpLine has been increased for today, tomorrow and across the New Year weekend. Compared to last New Year’s Day, our resources will be up by 45%. 24 Hour Emergency HelpLine: 0345 604 8580

Access and Power Issues

The utility companies have been working in all flood-affected areas to restore power to properties – this will no doubt take a few days to complete.

Severe traffic disruption in York city centre has lead to some of our adjusters taking to their bikes to get around. Access to some of the local villages also isn’t easy. Hebden Bridge is closed, for example, which is increasing traffic on the smaller B roads locally, and adding to the travel time for all involved.

Surveying Services and Oriel Restore

Our Surveying Services team are making sure that building surveyor expertise is quickly delivered where needed. Oriel Restore has also been involved in some of the larger losses, where swift action is critical to minimise reinstatement works. They’re assisting customers in listing contents, dealing with disposal, managing strip-out work and drying.

Storm Desmond

We’ve had three weeks of intense work, processing the losses that followed Storm Desmond. We continue to make sure that there’s a keen focus on the needs of these customers, keeping their claims on track to a timely and efficient conclusion.

Looting

Sadly, there have been isolated reports of looting from some flood-affected homes. Accordingly, at the triage and visit stage, customers are being advised to make sure they protect valuables/sentimental possessions.

Next Update

We’re preparing for an increase in claims numbers on Monday, once the full impact of Storms Eva and Frank becomes clear. We’ll issue a further update just as soon as further claims information is available.

Issued at 16:30 on Tuesday 29 December 2015

It’s too early to tell if the damage caused by Storm Eva is on the same scale as Storm Desmond, but early indications are that it will build into another significant claims event.

We’ve had teams in York and other flooded areas in the Northwest today. Led by Neil Gibson, Loss Adjusting Services Director and accompanied by Phil McNeilage, CEO, they’ve been assisting flood victims with advice and support, as well as gaining a first hand assessment on the severity of the situation.

The water has receded from the worst hit areas around Huntingdon Road in York, where an estimated 4/500 homes have been affected. The army has been out helping people clear their homes and distributing food, which has been greatly appreciated by everyone in the affected communities.

Weather Forecast

Storm Frank is forecast to hit the UK later today. Heavy rain – up to 58mm in places – accompanied by strong, storm force winds is predicted for tonight and throughout the day tomorrow. The worst of the weather is likely to be across Central and Southern Scotland and the Northwest of England. An updated total precipitation forecast from WeatherNet is pictured.

Today, the Environment Agency has 9 severe (danger to life) flood warnings and another 39 flood warnings, in the Northwest and the Northeast of the UK. The predicted rainfall will put these waterways under extreme pressure.

Ready to Respond

Our Service Centres in Glasgow and Cardiff were open for business yesterday and, as normal, today, as were nine of our regional offices around the UK. This has enabled us to begin processing the majority of new claims that have come in following Storm Eva.

With the imminent arrival of Storm Frank, we have plans already in place to make sure that we’re in the best position possible to provide additional customer support, across all areas in the Northwest and Northeast.

Many of our adjusters and support staff are returning to work early from their Christmas break, which will enable us to start working immediately on contacting customers with new claims, and provide help and assistance.

Emergency HelpLine

Our 24/7 emergency HelpLine handled over 3,800 calls in total – from Christmas Day through to midnight yesterday – 1100 of those calls were taken on Boxing Day alone. Staffing of our HelpLine was increased to cope with any emergencies over the Christmas break, and it will be stepped up again tonight and the New Year weekend.

For urgent assistance for your customers, please contact: 24 Hour Emergency HelpLine: 0345 604 8580

Issued at 1300 on Sunday 27 December

As you will have seen in the news, unprecedented heavy rain in the Northwest and Yorkshire over Christmas has caused widespread flooding in York, Leeds and some parts of Lancashire. It’s affected many small towns and villages in Aire, Wharfe and Calder valleys, as well as Ilkley and Otley. Areas around the Ribble Valley in Lancashire are also flooded, including Whalley.

Electricity North West has said that more than 7,500 customers in Greater Manchester and Lancashire are without power, including 5,500 homes in Rochdale.

The weather is predicted to be generally dry over the next few days, although further rain is expected for Wednesday 30 December.

Flood alerts

The Environmental Agency has 24 severe (danger to life) flood warnings and 117 flood warnings (flooding is expected, immediate action required) in force across the Northeast. A further 12 flood warnings remain in place for the Northwest, with 106 flood alerts for many other areas in Wales, the Midlands and the Southwest.

Emergency Helpline

Our 24/7 helpline is currently operating at 20% above surge levels and was very busy on Boxing Day to this morning. Staffing has been further increased.

If you urgently need help, please contact the helpline on 0345 604 8580.

Ready to respond

We’re unlikely to get a clearer picture of claims numbers until the full impact of recent rainfall on river flow has materialised and customers report their claims to their insurers.

However we’re working on the basis that this latest bout of flooding will be another significant claims event.

Our teams in Yorkshire and Lancashire are ready to provide on the ground support, just as soon as the floodwaters have receded.

The major sinkhole that’s appeared on the M62 will make any east to west travel challenging in the immediate future. Our preliminary plans are to pair up our London and South East teams with the local adjusters in Yorkshire, and the Midlands team with adjusters in Lancashire, to avoid crossing the Pennines.

We can report some good news – a number of our specialist property adjusters, from Canada, New Zealand, Australia and South Africa will be arriving in the UK from 5 January, which will boost our expert technical resources across the flood stricken areas.