With snow forecast in various parts of the country this weekend, it’s a good idea to make sure your clients are prepared with their insurers claims number and their policy reference number, just in case.

Clients can find this information as part of their welcome pack on their insurer schedule, or on the claims section of our policyholder website.

One of the biggest concerns for homeowners during cold snaps should be frozen pipes as a burst pipe can cause significant damage. There are a few things your clients can do to help prevent this though, such as:

  • Making sure their central heating is set to come on periodically to keep both the house and the pipes themselves at a warmer temperature.
  • Insulating exterior pipes with weather resistant materials, and making sure any interior pipes in unheated parts of your house are well insulated

But just in case the worst happens, it’s worth checking all the adults in the property know where the valve to turn the water supply off is. This is often found in the kitchen but could be outside the home.

There’s a few other things that might not seem obvious that can also help to protect properties against ice and snow, such as keeping gutters clear to prevent ice build-up on your roof and checking the home is property insulated.

If you have any unoccupied properties, these can be particularly susceptible to the elements as there’s no one in them keeping an eye on things or turning the heating on. It’s worth giving these the same checks as your home. Bear in mind that there may be exclusions for unoccupied properties so clients should be sure to check their policy documents.

We would also recommend checking in on anyone your clients know of who could be vulnerable, such as elderly relatives or neighbours.

Any clients who experience damage to their homes and need to make a claim should get in touch with their insurer as soon as it’s safe to do so. Bear in mind that waiting times may increase when there’s a higher volume of calls. It’s also a good idea for to take pictures of the damage to their home where possible.

Their insurer will want to know your client’s name, address and contact information, as well as their policy number. They’ll also want to know when the damage happened, and a description of the damage to the building or any belongings.

Before calling about any damage to the contents in your client’s home, they should try to have as much information available as possible such as the make and model of any damaged contents; old photos of the home and items prior to the damage, along with proof of ownership where relevant such as receipt or email confirmation of purchase can be really helpful.

If possible, clients should keep hold of any damaged items in case the insurer wants to assess the damage to check whether they can be repaired.

If your clients are a Paymentshield policyholder with Home Emergency cover they can call the Home Emergency helpline on 0800 300 684, 24 hours a day for a range of emergency events such as loss of electricity or central heating.


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