Fire and Flood Insurance Claims: How a Restoration Company Helps

When a fire or flood damages your home or business, the insurance claim can feel almost as stressful as the damage itself. There are forms to fill in, people to speak to, decisions to make and a lot of unfamiliar language. Understanding how fire and flood insurance claims work, and how a restoration company can help, makes the whole process far easier to manage.

This guide explains what to do straight after the damage, who is involved in a claim, how the restoration work is agreed and paid for, and the common mistakes that slow claims down. It is written for homeowners, landlords and business owners in Portsmouth and across Hampshire, but the principles apply to most UK property insurance claims.

What to do as soon as the damage happens

The first few hours and days have a big effect on how smoothly your claim goes.

Make everyone safe

Safety always comes first. Do not go back into a fire damaged building until the fire service says it is safe, and keep away from floodwater, which can be contaminated and may hide electrical hazards.

Report the claim

Contact your insurer as soon as possible. Most have a 24 hour claims line. Give them a clear description of what happened and ask what they need from you.

Stop the damage getting worse

Your policy will usually expect you to take reasonable steps to prevent further damage, such as turning off the water, boarding up broken windows or covering a damaged roof. Emergency work like this is normally allowed, but keep receipts and tell your insurer.

Record everything

Take photos and videos of all the damage before anything is moved, cleaned or thrown away. Make a list of damaged items and keep any receipts, bank statements or photos that show what you owned.

Who is involved in an insurance claim?

Larger fire and flood insurance claims often involve several people. Knowing who does what helps you understand the process.

• Your insurer: the company that provides your policy and pays valid claims.
• Loss adjuster: appointed by the insurer to investigate larger claims, check the damage and agree the cost of putting things right. They work for the insurer.
• Loss assessor: an optional independent specialist you can appoint to prepare and negotiate your claim on your behalf. They work for you.
• Restoration company: the specialists who make the property safe, dry it out, clean it and carry out repairs.
• Other trades and surveyors: for larger jobs, structural engineers, electricians and other specialists may also be involved.

How a restoration company helps with your claim

A good restoration company does far more than the physical work. They can make fire and flood insurance claims much smoother.

Emergency response

They can secure the property, extract water and start drying quickly, which limits the damage and the cost of the claim.

A detailed survey and report

They record the extent of the damage, take moisture readings and photos, and explain what caused it. A clear report helps your insurer and loss adjuster understand exactly what needs to be done.

A clear scope of works and costs

They prepare a detailed list of the work required and the cost, so it can be reviewed and agreed by your insurer before work starts.

Ongoing updates

They keep everyone informed as the job progresses, including drying records, any extra damage found once work starts and the final completion.

Proof the job is done properly

Drying certificates, moisture readings and before and after photos show the work has been completed to a proper standard, which protects you if problems ever appear later.

Fire damage claims: what to expect

Fire claims usually involve several kinds of damage at once: structural damage, smoke and soot, odour and water from firefighting. The insurer will want to understand the full extent before agreeing the scope of works.

Expect the restoration to be carried out in stages: making safe, removing debris, drying, cleaning smoke and soot, deodorising and then rebuilding. Our guide to fire damage restoration explains each stage in detail, and our guide to smoke damage cleaning covers why soot needs specialist treatment.

Flood and water damage claims: what to expect

Flood claims cover water from outside, such as rivers, surface water or overflowing drains. Escape of water claims cover water from inside the property, such as a burst pipe, a leaking appliance or a failed tank. Your policy may treat these differently, so check which applies.

The most important part of any flood or water damage claim is proper drying. Wet floors, walls and ceilings must be dried out completely before repairs start, otherwise damp and mould can follow. Professional drying uses dehumidifiers and air movers, with moisture readings taken throughout so everyone can see when the building is properly dry. Our guide to water damage restoration explains more.

Can I choose my own restoration company?

In many cases, yes, but check with your insurer first. Some insurers have their own network of approved contractors and will want to use them, while others are happy for you to choose a company you trust, as long as they approve the scope of works and costs.

If you want to use a particular company, tell your insurer early, ask what they need to approve the work and make sure the company is happy to provide the reports and evidence your insurer requires.

Claims for landlords and businesses

Fire and flood insurance claims for rented and commercial properties have a few extra layers.

Landlords

Landlords usually claim on their buildings insurance for the structure, fixtures and fittings, while tenants claim on their own contents insurance. Many landlord policies also include loss of rent cover, which pays the rent you would have received while the property cannot be lived in. Keep tenants informed throughout and agree access for surveys and repairs.

Businesses

Commercial claims often include stock, equipment and business interruption as well as the building itself. Restoration can sometimes be phased so you can keep trading from part of the premises. Keep clear records of lost income and extra costs, such as temporary premises, as these may be covered.

Blocks of flats and shared buildings

When damage spreads between flats or into communal areas, the building insurer and managing agent usually lead the claim. Individual flat owners may also need to claim for their own contents and any improvements they have made.

Documents worth keeping

Having the right paperwork to hand makes every stage of fire and flood insurance claims easier. Keep a folder, paper or digital, with:

• Your policy documents and claim reference number.
• Photos and videos of the damage, taken before any clean up.
• A list of damaged items, with receipts or proof of purchase where you have them.
• Receipts for emergency work and extra costs, such as temporary accommodation.
• Reports, scopes of works, moisture readings and drying certificates from your restoration company.
• Notes of every phone call, including the date and who you spoke to.

What if more damage is found?

It is common to find extra damage once work starts. Water may have travelled under floors further than expected, or fire damaged timbers may only become visible when plaster is removed. When this happens, the restoration company should record it with photos, explain it clearly and submit an updated scope of works to your insurer for approval before carrying on. This keeps everything transparent and avoids disputes at the end of the claim.

Common mistakes that slow claims down

A few common mistakes can delay a claim or reduce what you receive.

• Waiting too long to report the damage. Delays can make it harder to prove what happened and allow the damage to get worse.
• Throwing items away too soon. Keep damaged items until your insurer or loss adjuster has seen them or agreed they can go.
• Not recording the damage. Photos and videos taken before any clean up are some of the most valuable evidence you have.
• Starting non-emergency repairs before approval. Emergency work is usually fine, but major repairs normally need agreeing first.
• Skipping proper drying. Covering wet walls and floors with new finishes leads to damp and mould, and further problems later.

Making sure the repairs are done properly

Once the claim is agreed, the focus moves to getting your property back to the condition it was in before the damage. A few checks help make sure the work is done properly.

• Ask for a programme of works so you know what will happen and when.
• Check drying is complete before plastering, flooring and decorating start. Ask to see the final moisture readings or drying certificate.
• Make sure smoke odour has gone before redecorating, and that affected surfaces have been sealed.
• Walk round at the end with the restoration company and note anything that needs finishing before the job is signed off.
• Keep the final paperwork with your policy documents, in case you sell the property or have another claim in future.

Damp patches, peeling paint or musty smells in the months after repairs are signs that something was not dried properly. If you notice them, raise them quickly with the company that did the work and with your insurer.

Fire and flood insurance claims at a glance

• Straight away: stay safe, report the claim, stop further damage and record everything.
• Who is involved: your insurer, a loss adjuster, possibly a loss assessor, and a restoration company.
• The restoration company: emergency response, survey, scope of works, updates and proof of drying and repairs.
• Choosing a contractor: often possible, but agree it with your insurer first.
• Avoid: delays, throwing items away too soon and skipping proper drying.

Frequently asked questions

How long does a fire or flood insurance claim take?

Small claims can be settled in a few weeks. Larger fire and flood claims, especially those involving structural repairs or long drying times, can take several months. Clear evidence and good communication help keep things moving.

Will my insurer pay for emergency work?

Most policies cover reasonable emergency work to prevent further damage, such as boarding up, water extraction and starting the drying process. Keep receipts and let your insurer know what has been done.

What is the difference between a loss adjuster and a loss assessor?

A loss adjuster is appointed by your insurer to assess the claim on their behalf. A loss assessor is an independent specialist you can choose to appoint to manage and negotiate the claim for you.

Does home insurance cover flood damage?

Most standard buildings and contents policies include flood cover, but there can be exclusions and excesses, especially in high risk areas. Check your policy documents or ask your insurer.

Do I need to move out during repairs?

For larger fire and flood claims, it is common to move out while the property is dried and repaired. Many policies include alternative accommodation cover, so ask your insurer about this early.

Fire and flood restoration in Portsmouth and Hampshire

PFC Restoration works with homeowners, landlords, businesses and insurers across Portsmouth and Hampshire to put properties right after fire and flood damage. From emergency drying and smoke cleaning to damp proofing, mould remediation and full reinstatement, we provide the clear reports, scopes of works and updates that make fire and flood insurance claims run smoothly.

If you are dealing with fire or flood damage, get in touch with our team or call us on 07760 660 028. You can also find out more about PFC Restoration.