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Chartered Insurance Institute
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CII New Generation Group calls for action on flood response

The CII's 2014 CII Claims Faculty New Generation Group is calling for the insurance sector to drive further enhancement of the response to flooding, in their wide-ranging report published today.

The report analysed the interactions between stakeholders following a flood and focused on how these interactions could be enhanced to improve the experience of home insurance customers when affected by flooding.  The report contains a range of practical recommendations designed to improve the on the ground experience for policyholders. From better pre-event communication and planning to how, when responding to flood events, insurers can help to reduce the likelihood and impact of future incidents.

The group have recommended future action - mainly on the part of insurers -  in four main areas:

  • Enhance customer education;
  • Improve communication strategies to reach the target audience;
  • Engage in pre-planning with a broader range of stakeholders;
  • Encourage take-up of flood resilience measures and drive activity to reduce flood risk by taking account of flood resistance and resilience measures when rating policies

Will Curtis, claims risk manager at Ecclesiastical and member of the group, said: "We chose to investigate this topic because previous studies of the response to flooding have not fully addressed how the stakeholders involved could work better together in the on-the-ground response. We also observed during the floods of the winter of 2013-14 that there were misconceptions about who was responsible for different aspects of the recovery. This had a negative impact on the victims of flood - in many cases our customers. 

"We interviewed and reviewed documentation from the stakeholders involved in three key interactions: the insurance industry and customers; the insurance industry and government; and insurers and their service providers in order to establish a balanced view as to what the key issues are and how improvements can be made to the process for the benefit of all."

Ant Gould, director of faculties at the CII said: "The group have been investigating this area for over a year and should be commended for their efforts made to raise professional standards to benefit customers. I encourage the sector to take their recommendations on board and look forward to seeing how their hard work will be put into practice by the profession."

Their full report is available here.



Georgina Gold, public relations executive
Office: 020 7417 4447
Mobile: 079 1873 5107


David Ross, director of communications
Office: 020 7417 4478
Mobile: 075 454 01788