Severe weather conditions causes surge in claims volume during December
Severe weather conditions led to a 30% increase in the number of travel claims handled last month by Claims International, the travel business arm of Cunningham Lindsey.
The surge in claims volumes during December was the result of travel chaos caused by heavy snowfall, with 85% of these claims covering out of pocket expenses incurred at airports whilst passengers waited for delayed flights.
The remainder of claims largely related to the cancellation of travel arrangements, such as independently booked accommodation arrangements, which could not be reclaimed from the airline or travel organiser.
Lynda Calloway, claims and client relationship manager at Claims International, said:: “We saw exceptionally high call volumes throughout December and, when airports were closing at the peak of the disruption, call traffic increased by more than 60% against normal levels.
“We have always had plans in place for handling fluctuations in claims volumes and had refined our strategy based on the volcanic ash crisis.
"Experienced staff from other areas of the business were redeployed to help handle the increased volume in travel claims and where appropriate, staff stayed in accommodation near our service centre in Cardiff to ensure they could get to work in the heavy snowfall. We also used 4x4 vehicles to bring team members to work.
"Throughout the disruption, customers were kept informed through the use of telephone messages, website updates and SMS text messaging.
"Claims volumes have now tailed off and it is business as usual. We are confident that our strategy for handling the surge went as planned and a number of clients have praised our management of the situation.”
