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

After another icy blast from the Beast from the East, it’s no surprise that warm feelings might be in short supply among UK consumers this February.

Snow, freezing temperatures, and widespread flooding have made conditions particularly difficult, and all during a time when many are already worn down by a long, locked-down winter. Storms Bella and Christoph have added to the damage, with above-average rainfall levels soaking large swathes of the country.

For insurers, these challenging conditions aren’t just about an uptick in claims. They also put the spotlight squarely on customer care. Many policyholders are facing struggles on multiple fronts, and they’re more than willing to question the quality of service they receive in return for their premiums.

This shift is reflected in the latest UK Customer Satisfaction Index (UKCSI), a twice-yearly snapshot from the Institute of Customer Service. The January 2021 index showed customer satisfaction at its lowest point since July 2015 across more than 250 organisations in 13 sectors, including insurance.

Further insights from the Chartered Insurance Institute (CII) reveal that satisfaction among small and medium-sized enterprises (SMES) dropped from 82% to 79% post-lockdown, with trust taking a hit, particularly around the handling of Business Interruption claims.

Against this backdrop, water damage claims pose a real test. At Polygon, we understand that restoration is about more than just drying out buildings, it’s about rebuilding trust and delivering service the right way.

That’s why our approach is grounded in five core principles:

Reactive

When policyholders first reach out, they’re often stressed and overwhelmed. Our team responds with empathy and urgency, providing immediate reassurance that their case is being taken seriously and that action is already underway.

Reach

Being responsive over the phone or online is vital, but it’s only the beginning. A real impact comes from physical presence, and that depends on our ability to deploy teams quickly across a wide geographical area.

Resource

Getting to the site is one thing, knowing what to do when you arrive is another. Our technicians are trained in both the science and the art of water damage restoration. They bring a deep understanding of trusted techniques and the latest tech to address every unique situation.

Response Management

Water damage claims are rarely simple. Each one involves a range of stakeholders and ever-evolving dynamics. Managing that complexity with structured, well-followed procedures is key to keeping everything on track.

Rapid

Speed matters. For policyholders whose homes or businesses are affected, fast resolution is critical. But speed without precision means little, our focus is always on swift, informed decisions that lead to the best outcomes.

No one facing water damage, even a minor incident, is likely to feel cheerful, especially in the middle of winter. But by following these five principles, we build a foundation of trust that supports satisfaction, loyalty, and long-term relationships.

Whether you’re dealing with an escape of water, fire, or flood claim, we’re here to help. Get in touch to find out more about our full range of damage restoration services and how we can support your customers when it matters most.