If your home is at risk of flooding, here’s what you should do right now to keep yourself, your family and your property safe.
- Keep up to date with weather and flood warnings on TV and radio. You can also check wind speed, rainfall or temperature in your area on the Met Office website, or check for flooding in your area.
- Have an evacuation plan. This will reduce the risk of injury to your loved ones and give you more time to save items of sentimental and material value.
- Keep your important documents safe and dry. Store documents like insurance policies, passports, bank details and useful contact numbers in a dry place that’s easy to get to. Upstairs is best.
- Look after your tech. Place valuable and electrical items in high cupboards or take them upstairs to reduce the impact of any flood damage.
- Make a list of useful numbers you may need – your local council, the emergency services, the Environment Agency incident hotline (0800 80 70 60) and Floodline: 0345 988 1188.
If you have time before the flood hits:
- Only if it is safe to do so, check drains and gutters are clear of debris so rainfall can drain away effectively – do not put anyone at risk of injury by carrying out these checks.
- Secure garden furniture and other items likely to float away. Bring them inside or lock them in a shed if you can.
- Buy and fit air brick covers and flood boards to block doorways.
- Fully charge your mobile and all other mobiles in your home, so you can be contacted in an emergency.
If your home is flooded:
During times of severe weather our phone lines get very busy. If you need to make a claim, avoid the queue by using the Direct Line app or your online account. Here’s how:
- Sign into your account online or in the app
- Log your claim securely, step by step
- Save details as you go
- Add supporting evidence quickly and easily
- Manage your claim in your own time
- View repairer details and track progress
Be prepared, stay safe
- Do not use electrical equipment or the gas supply until it has been checked by a qualified tradesman.
- If you need to move to alternative accommodation because your property is flooded, the cost is normally covered under your insurance policy, but please check this with the Claims team.
- Where possible, take photographs of the damage to your building and contents (or film it); this may help with the settlement of your claim.
- Don’t throw away possessions without first discussing it with your Claims Adviser, as the items will need to be assessed.
- Your safety and wellbeing are our priority. In the event of re‐flooding, let us know as soon as possible.
What does your insurance cover?
You’ll need to check your policy documents for details of what you’re covered for, but here’s a quick reminder of what we cover (and what we don’t):
✓ Damage to your buildings caused by flood.
✓ Damage to your buildings caused by storm.
✓ Damage caused by falling trees or branches.
✓ Damage caused by falling TV aerials, radio aerials, or satellite dishes.
✓ Damage caused by water escaping from pipes, tanks or other appliances.
✓ If your home can’t be lived in after a valid claim, we’ll find you alternative accommodation while it’s repaired.
We don't cover:
✗ Loss or damage due to wear and tear or lack of maintenance.
✗ Damage caused to fences, gates or hedges.
✗ Damage caused by frost to outside tanks or water pipes.
✗ Damage that occurs when your home is unoccupied for 60 days or longer.
✗ Loss or damage that took place before your cover started.
Cover limits and exclusions apply.
Check your excess
When you make a claim, you’ll need to pay an excess. Check how much you’ll pay for an escape of water, subsidence or other claims now. You can find details and update your cover in the app.
If you have a question or need more help, visit our help page.
