Articles – Water Damage Restoration

5 ways to avoid frosty relations with water damage claimants this winter

After a return visit from the Beast from the East, it’s understandable that warmth of feeling might be in short supply among UK consumers this February.

Snow and icy temperatures have made conditions difficult at a time when many are already tired from a long lockdown winter, with large parts of the country already affected by flooding thanks to above-average rainfall levels and the damaging impact of Storms Bella and Christoph.

For insurers, as well as the obvious knock-on effect on claims, these conditions really put customer care to the test. Many policyholders are struggling on several fronts and they are unafraid to question the quality of service provided in return for their hard-earned money.

This can be seen in the UK Customer Satisfaction Index (UKCSI). Published twice a year by the Institute of Customer Service as a national barometer of customer satisfaction, the index tracks a series of measures on over 250 organisations in 13 sectors, including insurance, and in January 2021 it registered its lowest level since July 2015.

Separate research from the Chartered Insurance Institute (CII) has shown that policyholder satisfaction among small and medium-sized businesses (SMEs) slipped from 82% to 79% post-lockdown, with trust being eroded by difficulties around Business Interruption.

This might present a challenging backdrop for water damage claims, but at Polygon we know the importance of delivering water damage restoration services that not only give policyholders what they need but provide it in the way they would want. Our work is guided by five key principles:


At the initial point of contact, when emotions may be running high, our team apply both empathy and urgency. We reassure policyholders that their situation is being treated with the importance it deserves and that actions are being taken.


Being responsive on the phone or online is only the start. It must be backed up quickly with physical presence and that can only be achieved through geographical reach.


Getting to the right place is one thing, knowing what to do is another. This hinges on having technicians who are trained in the theory of water damage restoration and well-versed in employing both trusted methods and cutting-edge technologies to the specifics of whatever circumstances they encounter.

Response management

Rarely is a water damage restoration job straightforward. Each unique situation will require a tailored response that is likely to involve various stakeholders in a situation with ongoing developments. The ability to manage this process by following the appropriate procedures is crucial to keeping the project on track.


Speed of resolution is, arguably, the bottom line for policyholders whose home or business has been affected by water damage. We know fast actions count for very little if they are not allied to accurate decision-making.


Ultimately, any policyholder affected by water damage, however minor, is unlikely to have a sunny disposition, particularly in the depths of winter. But following these five rules provides a strong foundation on which you can build trust with policyholders, fostering the type of relationship that’s so important to satisfaction and retention.

Whether you’re dealing with escape-of-water, fire or flood claims, get in touch for more information on our complete range of damage restoration services and how we can support your customers.

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