NFU Mutual streamlines claims process for flood damaged vehicles

Following last weekend’s floods, rural insurer NFU Mutual has so far received several hundred claims for vehicles. Given that many flood victims live in rural areas and need their vehicles everyday, the insurer has streamlined the claims process to ensure that customers needs are met quickly.

Unfortunately, the insurer anticipates that the majority of flood-damaged vehicles will be ‘write-offs’. Modern vehicles with extensive electronic systems are often written off if water has covered the seats and some vehicles with low air intakes will have allowed water into the engine.

In the event of a total loss claim through flood damage, notified via NFU Mutual’s motor claim helpline, its comprehensive private motor insurance policy will provide a courtesy hire car for 14 days through Enterprise Rent-a-Car. Given the likely number of claims, Enterprise has already taken steps to ensure that they can meet the demand.

John Kenny, Chief Claims Manager at NFU Mutual comments, “From the outset we decided that only our own Staff Engineers would deal with these flood cases. This would ensure a high level of consistent and sympathetic service for our customers, which is essential at this time.

“To enable us to deal with our customers damaged vehicles quickly and effectively, and to relieve pressure on the local approved repairers and Staff Engineers, we have put special fast track arrangements in place. Once a new motor flood claim is reported, the vehicles are being deployed to a single location. As vehicles arrive at this location in the West Midlands, they are inspected by a dedicated team of Staff Engineers.

“In the affected areas where inspections have to take place in that location, for example larger commercial vehicles and farm machinery, we have additional Staff Engineers ready to assist the local Engineers.

“The engineers team have been very helpful in agreeing to provide cover as soon as asked and this flexibility within the team has enabled us to respond quickly and positively.”