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/
When generators failed at a high-rise block of flats in South East London, the housing association immediately instructed ICAB to provide emergency temporary accommodation.
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.
A week before Christmas, ICAB’s housing team were contacted by a large housing association, after a property in Greater London faced an issue affecting the resident’s living conditions.
Within hours, temporary accommodation was secured, and all displaced students were successfully re-housed, allowing them to continue their studies.
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.
