Story of redevelopment – investing in future success

ICAB embarked on a strategic redevelopment journey in June 2023, investing in technology, staff training, and real estate to future-proof the company for 2024 and beyond.

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ICAB team in meeting with laptops and paper on desks

In June 2023 ICAB’s senior management team recognised that the company needed a review or its services, processes and staffing levels. Thus began the start a strategic redevelopment to set the company up for changes and future proof us for 2024 and beyond. A huge capital investment was made into the business to support the plans.

ICAB has continued to work on its technology to enhance its offering and customer service. The implementation of a bespoke Salesforce package has been a work in progress by a number of staff across the business to ensure that the claims lifecycle is smooth sailing, cost effective and time efficient for all parties involved. That alongside the continued training and development of our staff will ensure that ICAB is the leader in its field. To this end ICAB has set up a dedicated Learning and Development department headed up by its longest serving full time employee Lucy Wyborn.

Following data analysis on ICAB’s claim management service it was agreed that our staffing needed to be increased by a large number in a variety of departments. The second half of the year was a period of intense recruitment with staff from senior managers to POD installers, major loss accounts assistants and a number of claims handlers joining ICAB.

In terms of real estate ICAB took another floor at its Head Office in Bushey so that our staff are in a premises worthy of the important work they do. We also committed to leasing a new warehouse in Milton Keynes to house and manufacture even more of its ICAB PODs.

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