Emergency assistance during the holidays: ICAB’s 24/7 support

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.

The peril was an escape of water in the property and it was deemed uninhabitable. The policyholder lived alone and unfortunately had no family that could take her in. As it was so close to Christmas, the ICAB team immediately made an initial booking for a room in a local hotel, so that she would be safe and secure over the festive period whilst the damage was further assessed.  

However, due to the severity of the damage, the repair works were predicted to take several months so it quickly became apparent that a longer-term solution was needed. After liaising with the instructing insurance company the ICAB team immediately began looking for a suitable rental property using their network of trusted suppliers.  

As ICAB remains open 24 hours a day, 365 days a year to assist policyholders and residents in their time of need, the team continued the search during the Christmas and New Year period.

The policyholder needed to be close to home for her local support network, and the fact she didn’t drive.  After an extensive initial search of the area, it soon became apparent that there was a lack of suitable local properties available. The team rose to the challenge and worked tirelessly, contacting local agents multiple times, until a suitable local fully furnished property was found.

To ensure a seamless experience for the policyholder, the insurance company instructed the claims team to routinely extend the hotel whilst the search was ongoing.

In early February, the policyholder was settled in her temporary rental property, whilst the repairs to her property where undertaken.  Despite the upheaval the policyholder was so delighted with the service that she received from ICAB that she specifically asked the insurance company to commend all staff involved.