icab.uk.com Opiniões 

ICAB’s incompetence, delays, and complete failure of duty of care have caused unnecessary distress, financial loss, and appalling treatment of a vulnerable elderly person.

Despite confirming in writing that a hotel stay had been extended, ICAB failed to actually book the additional nights—leaving a vulnerable person without accommodation. When this mistake was discovered, ICAB’s out-of-hours service was completely useless:
• Offered hotels miles away, refusing to consider suitable local options.
• Refused to act on reasonable suggestions, saying they had to wait for a third-party supplier’s approval, which delayed everything unnecessarily.
• Premier Inn staff had to step in, calling to warn that a vulnerable person was left stranded in reception due to ICAB’s mistake.

Instead of fixing their own mess, ICAB left my family to secure alternative accommodation at our own expense, forcing us to book a hotel ourselves at the last minute. We are now having to fight for reimbursement—money that should never have been spent in the first place had ICAB done their job properly.

Beyond this catastrophic failure, ICAB’s day-to-day handling of accommodation is consistently awful:
• Unhelpful, dismissive staff (Ayeesha in accounts) blatantly lied, claiming no instructions had been received from the insurer.
• ICAB repeatedly ignored emails, making excuses about reference numbers rather than addressing urgent accommodation needs.
• Slow and passive service—staff (including Ryan Holloway) repeatedly waited for Sedgwick instead of taking proactive action, even when instructions had already been given.
• Rowland tried to pressure a vulnerable person into accepting unsuitable accommodation with unclear transport links and no information on essential services like cleaning.
• Even escalation to the Managing Director of ICAB did not result in meaningful improvement, and Aviva and Sedgwick’s senior executives had to be copied in.

There is no point in customer service platitudes—ICAB repeatedly failed to do their job and put a vulnerable person at risk. Their lack of urgency, refusal to take responsibility, and unwillingness to act without excessive delays make them completely unfit to handle emergency accommodation services.

If your insurer places you with ICAB, be prepared to fight every step of the way to ensure they do their job properly. Avoid if you possibly can.

Easy to talk to. Extremely helpful and patient

Would that everyone who works in a customer facing job be as empathetic and efficient as Rosie. In a society where people who genuinely 'care' about the customer, seem to be in the minority, Rosie has gone 'above and beyond' and shown that she has that invaluable quality. Thank you so much, Rosie.

Our experience was to be treated very kindly and professionally. Kim was very supportive and sympathetic to our requirements. Highly recommended.

Going through a traumatic & difficult experience It is so refreshing to speak with someone who not only listens intently, but
Is thoroughly competent kind and helpful. Not just say what they are hoping to achieve but have the integrity in keeping their word stating “if they are not sure they will find out. “
In turn going above and beyond to provide excellent support and add real meaning to the word Customer Service. Jared Garfield has worked above and beyond providing compassion, kindness,
competence. In this instance, what I consider as the blueprint for excellence Customer Service Support.
Thank you.

I have say in such trying times ICAB were very helpful and sympathetic can not thank them enough I don't normally name the people who I deal with but I would like to thank Sohail very much for his sympathetic help and kindness

This review is for Sade Pierre.
She worked extremely quickly with an Estate Agent to ensure I could be in a home before Christmas.
Thank you Sade

After calling up every day an not getting any luck an advisor name Joseph kindly helped me find a property he communicated effectively with me and was very patient and he found me a property I have not seen it let but I believe it will be ideal for me he has excellent customer service

Me and my children were in a house fire , we been in a few air bnb since and hotels so I’ve dealt with I cab for some time , but last night the night before we was due to check in to the next the landlord of the property let us down and I was extremely emotional stressed and worried we would share a hotel room, I’m so glad I got sohail from I cab for this case handler as he literally in a matter of hours got me and the children a 2 night stay in a beautiful pent house aswell as finding us out next air b n b after. Not only did he do that he was so kind listened worked hard in really helping us making calls to me to check in I was getting information I needed . Thank you again for taking a massive stress of my self .
Anyone will be lucky to have sohail as their case handler .

We have been dealing with Gabby and she has been outstanding. Very responsive and great at chasing up insurance company for us. She has made it so easy for us to get alternative accommodation arranged for when a pipe burst in our house. If you ever need to claim and you are lucky enough to get Gabby helping you, it will make it much easier and less stressful. Thanks Gabby.

Thank you so much for booking my hotel always very good and helpful. My home is on decant for the last five months and icab has always been very helpful and polite. Thank you Joseph for looking after my last bookings. Keep up the good work.

I unexpectedly had to decant my home and obeid at icab and the team made great effort to ensure a smooth and efficient service, he went above and beyond and was very patient with me during what was an incredibly stressful time

ICAB have been great in arranging alternative accommodation, particularly Sade who ensured every need was met, hotel stays, liaising with Estate Agents/ Loss Adjusters etc. She was extremely helpful and would highly recommend ICAB

I was called as promised this morning by the very pleasant, personable and professional Joseph. He completely understood my disabilities and subsequent needs, offering me the closest room available, with everything I need. He then messaged me further to provide meals as well as the accommodation so as to make my decant as easy as possible for me. He was a pleasure to deal with- I wouldn’t hesitate to recommend ICAB to anyone needing emergency accommodation whilst their are being repaired. He couldn’t have been more helpful, I feel very safe and reassured that he will help me through this intrusive experience to the utmost and continue to go out of his way to help me until I’m safely back in my repaired flat. I hope my comments are not just shared, but are followed up in a tangible manner - I.e. financial bonus at his next appraisal and pay review. Excellent work, Joseph. Many, many thanks.

Within 15 minutes of Alessandra at NatWest insurance team contacting ICAB, Marni from ICAB customer service team placed my family in emergency hotel accommodation due to a collapsed soil pipe Marni was professional, sympathetic and helpful throughout the whole process thank you so much.

Gabby has been wonderful , she has gone out of her way to find us accommodation to fit our kids and dogs , thank you very much for your help . You have turned a unsettling situation into a exciting one , we are really looking forward to our temporary accommodation
Thank you Nina and matt x

Good Customer service

I am a person on a walking stick and when you confirmed my hotel I was never asked if I was needed special facilities, and I told my housing association that and I would like a disabled room and walk in shower can someone get back in contact with me and let me know what your investigations have uncovered. Thank you
Peter Cunningham 27/10/24

Joseph was extremely helpful and found us the perfect accommodation for a week. We had experienced a water leak at our property and had to turn off water. Thanks Joseph for working hard to find a suitable room within walking distance to our home so we can supervise repairs.

We got forced out of our flat from some problems with the building in the early hours of the morning, it was a traumatic experience. ICAB had secured our stay at a Premier Inn while we waited for further instructions from the insurer and the landlord. It was a challenge to communicate with our landlord and their insurance agent, all we could get was a no but Brandon W from ICAB took the time to listen to our concerns, he understood our predicament, he managed our needs and anxiety so professionally and knowledgeably- but what set him apart from all the people we've had to deal with was that he had communicated his compassion with us and showed his sincerity by the actions he took to help us out. This whole mess of getting displaced was terrible but Brandon was the helping hand that made us hopeful and contributed greatly to dealing with things.