This was first presented at the Home & Property Claims Conference 2024 when Tim was able to highlight the experience that ICAB LIMITED and its team brings when handed a large influx of claims.
Tim Goodman, Managing Director of ICAB, considered how climate-driven surges will transform claims management during his session, ‘Getting Ready for 2048’, at the Home & Property Claims Conference 2024.
Tim underscored the necessity of operational readiness, tech-driven planning, and empathetic customer service in times of crisis.
He began by highlighting how extreme weather and rising populations are driving more frequent and costly surge events. Referencing historical floods in 1928, 1968, and 2007, he predicted even larger surges by 2048, stressing that insurers must prepare now to minimise future disruptions.
ICAB’s journey towards sustainability is underpinned by setting clear and ambitious targets in line with the scientifically-driven recommendations of the SBTi. We have committed to reduce our scope 1 and scope 2 Greenhouse Gas (GHG) emissions 42% by 2030 from a 2021 base year, and to measure and reduce our scope 3 emissions.
To combat this, ICAB’s five-pillar approach to surge management includes:
Speed of service: Offering same-day accommodation with a one-hour SLA to prevent policyholders from being stranded.
Resource readiness: Maintaining 24/7 availability through a well-trained and scalable workforce.
Process efficiency: Pre-booking accommodations and deploying real-time data monitoring to prevent delays.
Empathy-driven service: Recognising that policyholders may face their first-ever claim, requiring personal attention and support.
Continuous improvement: Conducting post-surge reviews to enhance future performance.
But he insisted that while predictive technology aids surge forecasting, customer-facing services still require a human touch.
“Technology can guide logistics, but people in crisis need real-time support from empathetic professionals,” he concluded.
To find out more about I Love Claims, visit their website: https://iloveclaims.com/
The whole customer journey for a family of eight from initial hotel stay, serviced apartment to rental showed the dedication and hard work by the claims team.
Three days before Christmas, ICAB’s Claims Team was contacted by an insurance company with a claim for an elderly policyholder who lived in a village in central Scotland.
A call came in to ICAB’s claims team from a home insurance provider. Their policy holders had experienced subsidence in their Kirkaldy home and it was uninhabitable.
As part of its commitment to staff learning and development, ICAB launched its ‘Learning and Development Department’ in January 2024, headed up by Lucy Wyborn.
Specialists in arranging both planned and emergency alternative accommodation, assisting those who suffer unwelcome events in their home, such as flood or fire. Acting on behalf of Insurers, Social Housing organisations and a large range of Instructing Principals.
