Restoring stability after disaster: Temporary housing for a family of eight 

In early December, one of ICAB’s claims handlers was contacted by an insurance company regarding a policyholder who had experienced blocked drains in their home. This caused a flood, which led to sewage escaping throughout the house.

ICAB’s top priority is always to ensure policyholders are quickly placed in safe, alternative accommodation while the loss adjusters carry out their initial survey to determine the cause of the problem. In this case, the insurance company authorised local hotel accommodation, which the team booked immediately. This was especially urgent given that the family consisted of eight members, including four young children

After several nights at the hotel, the loss adjusters completed their preliminary assessment. It was apparent that the damage was severe, and would take some time to resolve, so a longer-term solution was needed. The insurance company instructed the team to search for a serviced apartment. The claims team promptly began searching through ICAB’s extensive supplier database and located several local apartments suitable for the family.

Serviced apartments are ideal for families and more practical than a lengthy stay in a hotel. For the family it meant that they had a ‘home away from home’, especially important for the youngest who was at pre-school and needed routine and stability at a time of such upheaval.  One of the key requirements was that the apartment needed to be centrally located, within walking distance or a single bus ride from the children’s schools, to minimise additional stress. An apartment was chosen, and the family settled in.

The loss adjuster soon came back with the unfortunate news that the works were going to last at least six more months. As well as being hazardous to one’s health, sewage damage can also weaken the structure of a home, affecting the foundation, and walls. It can also lead to the growth of mould and is often an unpredictable, complex and lengthy process to repair.

Although the serviced apartment was perfect as a medium-term solution, it was not ideal for a long-term stay.  A four-bedroom rental property was needed. However, to add to the complexity of the claim, the policyholder’s daughter and partner had been staying with friends, which was unfortunately no longer possible so they also needed temporary accommodation. It wasn’t possible to find a rental property that could house all eight, so a second one-bedroom property was approved by the insurer.

Led by Callum, the claims team quickly went to work, searching for two rental properties within walking distance of each other using ICAB’s trusted network of estate agents. Two suitable properties were found, viewings were arranged, tenancies were secured, and the family moved in until the repairs were completed.

The whole customer journey from initial hotel stay, serviced apartment to rental showed the dedication and hard work by the claims team, who are adept at meticulously following claims through to their conclusion, with minimal fuss throughout an extremely stressful situation.