Frequently Asked Questions
1. Why do you ask me 3 security questions about me and my claim every time we talk?
We need to ask 3 questions to confirm we’re speaking to the right person. We know this can be frustrating especially if it was only moments ago we were last talking – but it is to protect you and your information as defined by the Data Protection Act.
2. What information about my claim do you receive in your instruction to source alternative accommodation?
We ask that we are provided with your contact details, category of peril, the build of your current property and number of bedrooms, number and make up of your household (adults, children, pets), a guide as to when accommodation is needed from and initially for how long (often this is a short term request until a visit has been made to your property), location of work and/or school to be taken into account in our searches. Sometimes we are instructed to search and book based on costs falling within pre authorised amounts, otherwise we are instructed to search and quote back to the instructing party. Sometimes we’re made aware of the extent of damage to your home and contents. If our instructions are incomplete we will ask you for the missing information in our first call to you.
3. Are meals, parking and wifi included with a hotel stay?
Where available we book hotels on a bed and breakfast basis. Where parking and/or wifi is not included as standard, or for any other means you’ll need to speak with your Loss Adjuster/Insurer who may be able to provide an allowance payment to assist you.
4. Why can’t you just extend my alternative accommodation? I know my home isn’t ready for me to move back into.
We act on the instructions we receive which are frequently based on a current status for a period until a next review is due. Every party involved with your claim shares the aim to get you back into your home as quickly as possible, with the smallest amount of inconvenience, whilst keeping an eye on costs. Frequent and regular reviews ensure progress is monitored towards that shared aim – but can mean extensions are short and repeated.
5. I’m in a hotel but would rather be in self-catering accommodation. Can you change my alternative accommodation type?
We act on the instructions we receive which are frequently based on a current status for a period until a next review is due. Frequent and regular reviews ensure progress is monitored towards getting you back home. If works are looking longer than a month it’s likely we’ll be instructed to search for self-catering accommodation. If you are uncomfortable in your current accommodation talk to us and we’ll liaise with your insurer/loss adjuster to source accommodation more suited to your needs.
6. I’m in a self-catering accommodation (e.g. apartment, holiday let) but would rather be in a rented house. Can you change my alternative accommodation type?
We act on the instructions we receive which are frequently based on a current status for a period until a next review is due. Frequent and regular reviews ensure progress is monitored towards getting you back home. If works are looking longer than 3-6 months it’s likely we’ll be instructed to search for rented accommodation. If you are uncomfortable in your current accommodation talk to us and we’ll liaise with your insurer/loss adjuster to source accommodation more suited to your needs.
7. I’m in alternative accommodation but would rather be at home with a temporary kitchen/bathroom/living pod. Can you arrange this?
Contact us by phone or email with your request and we’ll liaise with your insurer/loss adjuster for a current status of works and habitable space in your home to assess if a pod solution could be feasible now or in the future.
8. I have an issue with my alternative accommodation. What should I do?
Should any issues arise that the accommodation provider cannot resolve, we’re here to assist you. Contact us by phone or email.
9. I’d like to know what costs are authorised so I can keep a track against my policy amounts.
Costs are monitored by your Loss Adjuster and/or Insurer. If you approach your policy limit they will discuss with you. We are not able to detail accommodation costs to you.
10. Who pays the damage deposit for short term self-catering accommodation?
Typically, if there is a damage deposit you will be required to pay. You’re responsible for the condition of the accommodation during your stay just as you would be if you were staying independently, and so will be responsible for any costs arising from damage.
11. Who pays the deposit for a rental (Assured Shorthold Tenancy agreement)?
Typically where there is complimentary contents insurance to a building’s claim the deposit is covered by your LA/Insurer and then offset against your content claim. You’re responsible for the condition of the accommodation during your tenancy agreement just as you would be if you were renting independently, and so will be responsible for any costs arising from damage. Where the deposit amount is offset against a contents claim you’ll receive the deposit balance when you move back home.
12. Who pays for the council tax and utilities in a rental property?
As the tenant you will be responsible for council tax and utilities in your rental property. Don’t forget to tell the council you are not living in your home as you may be eligible for a discount while remediation work is ongoing.
13. Availability of local hotels and holiday lets is limited due to tourism (or a major event such as a conference, sporting fixture) for my short term, immediate needs – what are my options?
One option could be to delay the works until accommodation availability is better, or to consider options further afield where feasible. We’ve access to Great Little Breaks who specialise in 3-5 star short break deals across the UK. We’re able to offer a short break in another part of the UK, perhaps providing an opportunity to catch up with distant family or friends.
14. I have a place to stay with family or friends so don’t need your help. Can I have a cash equivalent instead?
Speak with your Loss Adjuster or Insurer regarding cash settlement for accommodation as part of your overall claim.
15. I’ve found accommodation myself online, can you book it for me?
Contact us by phone or email with the details. If the provider is part of our supply chain we can book for you. If not, we’ll rapidly search our resources for alternatives. If you wish to proceed with your own sourcing we’ll advise you to speak with your Loss Adjuster or Insurer regarding cash settlement for accommodation as part of your overall claim.
16. What happens if my furniture is damaged or lost during removals or storage?
Your furniture is covered by insurance during removals and storage. Contact us by phone or by email and we’ll advise you based on the service, third party and Insurer.
17. Do you have an update on my remediation works and timescale before I can move back home?
Your Loss Adjuster should know how your repairs are progressing. You may still see a disaster site but they will have updates from builders guaranteeing a completion date.
18. I’m told my house will be ready for me to move back into, and that my alternative accommodation is ending – but I don’t think it will be, what can I do?
Contact your Loss Adjuster who will know how your repairs are progressing. You may still see a disaster site but they will have updates from builders guaranteeing a completion date.
19. I’m happy to move back home while works are being finished – what should I do?
Contact us by phone or email with your request and we’ll liaise with your insurer/loss adjuster for a current status of works and habitable space in your home. It may be that a Kitchen/bathroom pod or modular living solution could be a feasible solution to support an earlier move back home, now or in the future.
20. I’m not happy about the service I’ve received – what should I do?
Contact us by phone or by email to tell us your dissatisfaction. Your feedback is important to us. We’ll log the information and work quickly to resolve, escalating as needed. We analyse all feedback we receive to improve our service and processes.
21. I’m conscious of my environmental impact and at home take steps to be ‘green’ – what steps are you taking to ensure your alternative accommodation solutions are environmentally friendly?
We endeavour to choose suppliers with similar aims and goals to ours and who demonstrate positive proactive actions towards sustainability. Prior to taking on any new supplier we require they complete an extensive due diligence questionnaire which includes a variety of questions relating to their Environmental Social and Governance (ESG) activities. In addition an annual review is carried out with existing suppliers which ESG activity and a discussion around possible joint initiatives. Inevitably however there will be cases when choice of supplier is driven by the urgent and emergency needs.
22. I have an electric car and need a charging point.
We make it our business to understand your specific needs and we’ll do our best to meet all your needs with the accommodation solutions we recommend.
23. Can you arrange for my pets to be looked after in a Cattery or Kennels?
We can provide a list of services available in your area and can cover costs if authorised, but we can’t recommend a particular service.
24. Can you arrange for me to be accommodated in a care home?
We can provide a list of services available in your area and can cover costs if authorised, but we can’t recommend a particular service.
