Cost effective and compassionate: ICAB’s response to emergency housing need

On November 8th, ICAB’s accommodation team received an instruction from a loss adjuster to find a property for a policyholder whose north London ground floor flat had been badly affected by an escape of water, so they needed temporary alternative accommodation.  Due to the severity of the damage, it was clear from the outset that a 6-month serviced apartment property was required.

A ground floor property was imperative due to the customer’s physical disability and the fact that they also own a dog.  An additional requirement was that the property had to be no more than 3.5 miles away from the risk address.

Sade, the ICAB claims handler found a number of properties through ICAB’s vast network but unfortunately, she was initially unable to find a property that met the policyholder’s specific requirements.  

The rigorous training that the accommodation team undertakes shined through; and ‘thinking outside the box’, Sade conducted a further in-depth search through the database. A converted 2-bedroom bungalow was located where the landlord was willing to accept pets.  The property was a 12-month let but unfortunately the landlord would not accept a 6-month break clause which is normal at the moment due to the rental market. 

A viewing was arranged for the policyholder and they accepted the property immediately, agreeing that it was perfect, and completely satisfied their needs.  Sade immediately e-mailed the loss adjuster for cost authorisation.

The loss adjuster initially queried the costs asking why a bungalow had been sourced when the risk address is a 2-bedroom flat?  The claims handler explained that had a suitable serviced apartment been found that satisfied the policyholder’s specific requirements, a typical apartment in that area of London would cost approximately £9,000 a month.  The cost for the 2-bedroom bungalow was just £3,000 a month. Taking into account the 12-month let, this has provided a cost saving of £18,000 to the home insurance provider!

Therefore, it was agreed that ICAB could proceed with booking the 2-bedroom bungalow. The accommodation was booked for the 12-month let for the customer and their dog, and they quickly settled into their temporary property from the 8^th January.

Moving house is stressful at the best of times, but for an emergency move, this is multiplied. ICAB removed all of this stress by not only sourcing and booking the accommodation, but also by arranging for the smooth removal and storage of the policyholder’s furniture and contents, using our trusted and reliable supplier.

ICAB always aims to source the most cost-effective and appropriate end-to-end solution for each and every claim, and in this case, both the home insurance provider and the policyholder were delighted.