Flooding information from Direct Line

Following the recent flooding in the Midlands, Northeast, Northwest, Wales and Scotland, Direct Line has Property Insurance Advisers ready to help customers through the claims process.

These PIAs are on the ground at the major flooding sites today giving any assistance possible, including helping to cope with the damage, as well as authorise repairs and alternative accommodation where necessary.

In addition, Direct Line has added extra advisers in its call centres to help customers who contact us by telephone.  Direct Line asks customers to be patient as there may be delays on our customer service lines as we expect a very high number of calls over the next few days.

Andrew Lowe, Direct Line's head of Home Insurance, said: "We take the current severe weather and flooding situation extremely seriously, and have put our emergency action plans into place.  We have highly experienced people on the ground providing assistance to homes and businesses in the areas hardest hit by flooding, and we have added extra members of staff in our call centres to help customers over the phone.

In all cases we aim to deal with queries and claims from our customers quickly and efficiently, although we do anticipate a delay from normal service standards due to the sudden increase in claims caused by the severe weather."

While those affected may find themselves still in the early stages of flooding or flood risk, the following information may be of use now and in the future:

Direct Line has the following advice for householders if flooding occurs:

Direct Line customers: If your property is damaged, please contact our 24 hour emergency helpline on 0845 601 3004 as soon as possible

If you need to move to alternative accommodation, the cost is normally covered under your insurance policy, but please check this when speaking to the claims team

When possible, take photographs of the damage to your building and contents or film the footage; they may help with the settlement of your claim

Don't throw away possessions without first discussing it with your claims adviser, as they will need to be assessed

Do not use electrical equipment or the gas supply until it has been checked  by a qualified tradesman

Wash taps and run them for a few minutes before use

Do not rush to redecorate your home as it can take weeks for a flood-damaged property to fully dry out

Do not lift wet carpets unless absolutely necessary as they may shrink

Direct Line has the following advice for householders at risk of flooding:

Ensure any drains and gutters are clear of debris so rainfall can drain from your property effectively

Place valuable and electrical items in high cupboards to reduce the impact of any flood damage

Ensure outdoor furniture and other items likely to float away are safely restrained to reduce the risk of these items causing secondary damage

Establish an evacuation plan for your family. This will reduce the risk of injury to your loved ones and give you more time to save items of sentimental and material value

While it is safe to use electrical equipment, keep up to date with the latest weather and flood warnings by monitoring local television and radio services

If your property has flooded, switch off your mains power supply to reduce the risk of electrocution and fire caused by floodwater

Store important documents, including insurance policy details and useful contact numbers in a watertight bag in a dry accessible place, preferably upstairs

Make up a flood emergency kit and keep it in a safe place.  Include key personal documents, a torch and portable radio with spare batteries, warm clothing, blankets, rubber boots and gloves, cleaning equipment, disinfectant and detergent, heavy duty refuse bags, a first aid kit and any essential medication

Make a list of useful numbers you may need - your insurer, your local council, the emergency services and the number of Floodline, tel: 0845 988 1188

Buy air brick covers or flood boards to block doorways