Exemplary Service: How ICAB helped a family find stability amidst chaos

ICAB was called by an Insurance company in January 2024 with a request to source alternative accommodation for a family.  The policyholder, based in Kent had experienced a devastating escape of water at their property. The kitchen was badly affected, and initially an ICAB POD was discussed as an option.  Almost immediately it was discounted as it was not suitable for the family’s needs.  They comprised of two adults, one of whom was a vulnerable 97-year-old, two children and a pet cat.

A rental property was the obvious choice due to the extent of the damage, and the works were estimated to take several months to make the house habitable again.

It was imperative that the policyholder’s elderly mother should stay locally as she had regular hospital appointments to attend, as well as a large local support network. It was also important that the temporary accommodation was close to the children’s school, to limit the disruption to their studies at such a difficult time of upheaval and uncertainty.

The claim was passed to ICAB’s Rental Claims Handler Rosie who immediately began the search for a property. Several options were considered, but a vital factor was that a four-bedroom property was needed, as the children were of an age that they couldn’t share a bedroom.  Finding a suitable property with that many bedrooms proved challenging to begin with, but Rosie rose to the challenge!  Using her long-standing relationships with our vast network of suppliers, she was able to source the perfect property close to the policyholder’s home address.

The policyholder was delighted with the outcome, especially for the kindness and compassion that Rosie showed to her mother, and in fact has stayed in regular contact with Rosie to let her know how things are going in the rental property.

She even took the time to give us a lovely review: