ICAB supports policyholders in their time of crisis after a devastating water leak

In April 2025, a couple had been away on holiday when an escape of water from a burst pipe occurred on the upper floor of their house. As the leak had gone unnoticed, it caused significant damage throughout the property. It wasn’t until the couple’s son, who was checking the house periodically arrived and saw the extent of the situation.

After the couple returned from their holiday, they stayed temporarily at their son’s home.   Often, an insurance company will suggest a short-term hotel stay whilst the damage is being assessed, but in this case, it was immediately clear that extensive restoration would be needed and would be unhabitable for many months.  A long-term solution was required and ICAB was instructed to search for a rental property equal to the size of the four-bedroom property that the policyholders resided in. 

Losing one’s possessions and having to have major structural work undertaken is extremely stressful, and in this case, it was particularly upsetting as the couple had lived in their house for over 42 years, making it not just a house, but a place of treasured memories.

The claim was passed to ICAB’s dedicated rental team who immediately began searching for a property. Several properties were investigated but finding the right fit can take time. Securing a  rental property, especially for the size of house that was needed can be a challenge. Properties have to be viewed, demand can be very high, and other interested parties could be viewing the same property too, so swift communication is key.

However, ICAB’s tenacious rental team persevered until one was found that suited the couple perfectly. After the viewing, the policyholders were delighted and the tenancy agreement was duly signed. It was booked for a year, with flexibility built in through a 6-month break clause.

Storage and removals were also required before the work on the house could commence, and ICAB liaised with one of its preferred removal companies to have some of their belongings that had been salvaged, delivered to the property, as it was unfurnished. The rest of their furniture was securely placed in storage, again using one of ICAB’s trusted suppliers.

This gave the policyholders peace of mind to have familiar items in the rental, and the knowledge that once they were ready to return home, they could move the rest of their precious possessions back with them.

Living close to the ICAB Head office; the policyholders took time to visit in person. They delivered a beautiful hand-written thank you card and box of chocolates for the team. It is always rewarding when someone leaves a positive review, but this was very special to receive it in person.

They said:

“We really appreciate your support and kindness when we were looking for a rental property after our home was devastated by a serious water leak. The damage was extensive and we were emotionally drained – you made the process so much easier for us”