Insurance
Hotel, serviced apartment & rental property
Two weeks before Christmas, a policyholder experienced an escape of water in her home which she shared with her elderly parents. Unfortunately, the family was abroad in the far east at the time, due to return home the following week. As the damage went unnoticed, it caused extensive structural issues.
Once notified, the policyholder contacted her insurance company to make a claim. ICAB was contacted with an instruction to arrange immediate alternative accommodation, and an initial hotel stay was arranged while the loss adjuster assessed the extent of the damage.
With Christmas fast approaching and hotel availability limited, ICAB acted swiftly to secure an interconnecting family room with a walk-in shower to meet the parents’ mobility requirements. As the policyholder was their primary carer, staying close was essential. Meals were also arranged for the duration of the stay.
Communication was complicated by a significant time difference and the family’s emotional strain of being far from home during such a crisis. However, ICAB ensured efficiency and empathy, putting all arrangements in place ahead of their return. The family arrived back in the UK the following week, checked into the hotel and stayed throughout Christmas into early January.
In the new year, the loss adjuster’s initial assessment showed that a longer-term solution was necessary. The team was instructed to find a serviced apartment. This was an ideal choice for the family in the interim, as it offered greater freedom and privacy than a hotel room. This was arranged and the family stayed for ten weeks.
When the loss adjuster’s final findings revealed that renovations would take at least a year, the claim was transferred to the rentals team. They worked through ICAB’s extensive network of estate agents to source suitable properties. After viewing several, the policyholder agreed on an ideal house, complete with disabled access. The family settled in and remained there for 15 months while renovations took place.
As the tenancy neared its end, the renovations were unfortunately still incomplete due to the complexity of the works. The rentals team enquired about extending the tenancy for a further month but unfortunately, this wasn’t possible. To ensure continuous accommodation, another hotel was arranged and the family stayed there for a further month until their home was ready to move back into.
This was a complex and lengthy claim, and the ICAB team ensured smooth transitions and timely arrangements, so the policyholder and her parents were never left without a roof over their heads. Grateful for the care and kindness shown throughout her ordeal, the policyholder left a glowing 5-star review.
” Marcus from ICAB’s joyful service makes this world a much better place. Thank you so much for your help in finding accommodation from the moment of my home water disaster whilst I was abroad. His assistance was invaluable and made the process much easier. Marcus provided the comfort, and I felt safe knowing he was there to support my accommodation needs. Especially with two elderly parents during a very stressful time. He ensured we had the right disability rooms at the right hotel and food allowance in the middle of the cold winter period. Thank you, Marcus!”
