The theme thIS month is coping with winter claims, so here are some insights from Belfor UK;
Hein Hemke, Managing Director at BELFOR UK, examines how insurers and disaster recovery partners are using technology and expertise to accelerate recovery and strengthen resilience amid increasingly common surge events.
Storm surge events are among the most costly and disruptive challenges facing insurers and their policyholders. When floodwaters rise, damage is rarely confined to a single property. Entire streets, commercial districts, and infrastructure networks can be affected simultaneously, creating a rush in claims that tests the resilience of insurers, brokers, and restoration partners alike.
As climate volatility increases, these events are becoming more frequent. Rising sea levels and more intense weather patterns mean insurers must prepare for surges that are complex and increasingly common. In this environment, speed, safety, and clarity are paramount. Technology-enabled triage, specialist expertise, and streamlined claims processes help insurers and restoration companies work together to minimise disruption, protect assets, and close claims more efficiently.
From triage to stabilisation
In the aftermath of a surge event, the first challenge is knowing when conditions allow safe, effective intervention. Before restoration can begin, teams must confirm water has receded and electricity is available. Without these basics, equipment cannot be deployed and environments remain unsafe.
Once sites are accessible, triage depends on coordination. Clustering claims and working with partners avoids wasted journeys and directs resources where they matter most. On site, moisture meters play their role, but the real advances come from innovations like BELFOR UK’s DrySmart remote monitoring systems. These AIequipped systems oversee drying remotely, enabling less-technical staff to recover equipment and freeing skilled technicians to focus where their expertise is most needed – all coordinated by a central point of contact tracking progress across a large volume of claims.
Equally important is sustaining response when demand spikes. Many companies can react but lose capacity when claims arrive in bulk. At BELFOR UK, we train our tradespeople in drying techniques. Multiskilling means trades can support drying operations during large-scale flooding.
If a surge is centred in one area, our regional mobilisation model comes into its own. By pulling resources from across the UK and, if needed, internationally, we maintain capacity even during widespread events. We also hold extensive equipment stocks – and in catastrophic incidents, can draw on thousands of additional units from our European reserves. Electrical safety is another priority: water and electricity are a dangerous combination. Surge waters compromise wiring, machinery, and critical systems, posing serious risks. Rapid isolation and safe reactivation of electrics prevent accidents and accelerate the return to business operations.
To prepare, we preassemble temporary safe-boards that electricians can install quickly and safely, stabilising sites and preserving specialist capacity for complex tasks.
Together, these measures ensure claims continue to move forward rather than stalling due to bottlenecks in manpower or machinery.
Handling hazardous waste and chemicals
Storm surge damage often extends beyond water ingress. Floodwaters can mobilise hazardous substances, from industrial chemicals to contaminated waste streams, creating risks for both property and public health.
Specialist environmental services are essential here. Hazardous waste must be identified, characterised (for toxicity, corrosivity, and other properties), contained, and disposed of in line with regulatory standards. Restoration teams trained in environmental compliance can ensure that waste streams are documented, photographed, and categorised before being passed to vetted disposal partners. This process not only ensures legal compliance but also supports recycling and repurposing wherever possible.
From FNOL to rapid response
For insurers, the journey begins with the First Notification of Loss (FNOL). The speed and quality of information gathered during this call can make the difference between a contained incident and escalating damage. Restoration partners are increasingly integrated into this process. As soon as a claim is received, technicians can be dispatched to site, equipped to install mitigation measures such as water removal, electrical isolation, and temporary drying equipment.
Average contact times are improving, with BELFOR UK consistently reaching policyholders by phone within an hour of FNOL for storm-related claims. This is faster than the industry’s typical “within hours” standard promise. This rapid contact reduces damage and reassures policyholders that action is underway.
Drying methodology is another area where expertise matters. With multiple techniques available, from desiccant dehumidifiers to targeted air movers, technicians select the most effective approach for each scenario. The result is faster recovery, reduced costs, and fewer disputes over claim validity.
For corporate clients, priority programmes such as BELFOR UK’s RED ALERT® Emergency Priority Response provide a fasttrack to recovery. It’s a proactive solution that offers priority access to restoration services when every minute counts. Whether you’re an SME or a multinational, RED ALERT® ensures your emergency is treated with urgency, even when demand is high. In crises, even large-scale incidents, it prioritises your emergency, helping organisations reduce disruption, contain costs, and accelerate recovery.
A standard three-stage plan (stabilisation; damage assessment; and mitigation and restoration) can be activated immediately after storm events. This service has supported hundreds of industry clients in large losses, as well as property clients in regional floods where entire blocks of flats have been damaged.
Closing claims quickly and cost effectively
Ultimately, the goal is not just to respond but to close claims quickly and cost‑effectively, without compromising quality. Restoration companies with end‑to‑end capabilities, covering everything from initial stabilisation to reinstatement, help achieve this by eliminating contractor delays and handover gaps.
Digital documentation is also streamlining the process. Detailed surveys, photographic evidence, and cost breakdowns are shared within agreed service‑level frameworks, giving insurers clear, auditable records. This transparency supports faster decision‑making and builds trust with policyholders.
Volume capacity is another critical element. Handling large numbers of claims is just as important as speed when surge events arise. Not every provider can sustain that pace, but by working to a regional resource model, as BELFOR UK does, claims are kept moving and closed more quickly and cost effectively, even during peak demand.
Flood recovery in action: The Eden family
When Storm Babet devastated communities across the UK, the Eden family faced unimaginable loss. Already coping with their daughter Emily’s terminal illness, they saw their home destroyed by five feet of contaminated floodwater. Their insurer warned restoration could take six months, meaning they would miss their last Christmas together at home.
BELFOR UK stepped in within 24 hours, carrying out emergency mitigation, decontamination, and installing specialist drying equipment. By combining restoration and reinstatement teams, works progressed without delay. Despite no mains power, the property was dried in 10 days and repaired in nine weeks.
Thanks to the team’s hard work, the Edens moved back in three days before Christmas, one day earlier than planned.
Looking ahead: Building resilience together
Storm surge claims will remain a recurring challenge as climate volatility increases. For insurers, the key to effectiveness lies in building partnerships that encompass technology, expertise, and capacity. Technology enables accurate triage and efficient drying, while specialist knowledge ensures hazardous waste and electrical risks are managed with confidence. Capacity allows claims to keep moving even when demand peaks, and transparency through digital documentation accelerates settlement while strengthening trust.
By integrating all these elements, and by embedding structured preparedness programmes, insurers and restoration partners can not only cope with surge events but also build resilience for the future. The ultimate goal is shared: protecting policyholders, minimising disruption, and restoring communities swiftly and safely.
http://www.belfor.com/uk.
Be the first to comment