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We’re specialists in the claim management of alternative accommodation solutions

 

Mostly, we provide emergency and alternative accommodation solutions for household and commercial property occupiers following instruction direct from their Insurers or Loss Adjuster. However, we also work with other organisations such as house builders, universities, housing associations, councils, airports and transport organisations. Whatever your business and alternative accommodation needs Rapid Relocate can be there for you and your customers.

Why Work with Us?

We’re committed to:
  • Conducting ourselves with integrity and complying with the law
  • Recognising that our decisions have an impact on others
  • Unequivocally expecting responsible and ethical decisions from others
  • Speaking up if we observe behaviours that are not consistent with our Values
  • Continuous improvement
  • Treating customers fairly and in compliance with FCA regulations
  • Treating vulnerable customers with courtesy and ensuring their dignity, safety, security and well being are safeguarded at all times.
We Care

We aim to make the alternative accommodation part of the whole process as simple, swift and painless as possible…

We’re conscious that we’re looking after YOUR customers. We embody the Financial Conduct Authority’s (FCAs) ‘Treating Customers Fairly’ principles in our approach to customer service.

We’re customer centric.

Our Team is our Greatest Asset

We believe that our team is our greatest asset and therefore invest in (and respect) all aspects of their health, wellbeing and personal development and provide them with a safe working environment. We treat all employees fairly, do not discriminate against any groups and actively seek to develop a diverse and inclusive workforce.

In return we expect the highest professional standards of conduct from them. From interview to induction to ongoing training we focus on the need to manage and conduct business responsibly and with integrity. Our Employee Handbook outlines our expectations and policies relating to all areas from data protection to gifts and hospitality, from sickness to bribery and corruption.

Detailed MI

We’ve tailored aspects of our services specifically for high net worth claims. These include access to short term lets in the centre of London, chauffeur driven cars and rurally located accommodation.

We’re proud of our high levels of customer satisfaction.

We Love Technology

We’re continuing to invest in the latest technology to deliver the best customer experience and give you an edge in the market.

Our state of the art claims handling system has been specifically developed to provide the most comprehensive solution to handling alternative accommodation.
It’s able to produce the most detailed management information (MI), in real time, meaning that actions can be taken in time to influence outcomes (and reduce indemnity costs) rather than learning from historical analysis.

Knowledge is certainly power and the ability to interrogate MI data is key to successful management of costs, the customer journey and fraud identification.

Neptune Claims

We actively encourage and support unique client log-in for total transparency.
Our accommodation self booking tool can be used by desk-based handlers, loss adjusters in the field and potentially by customers themselves.

Virtual card payment technology, already commonplace in the corporate travel market, offers more secure, efficient and transparent ways for alternative accommodation clients to do business.

Our cutting edge cloud-based telephony system ensures calls are answered quickly, every time, what ever the time. We’re immensely proud of our performance against our contacted service level agreements (SLAs).

We’re also hugely proud of the API feeds we’ve implemented with some of our clients providing integrated transparency. We love technology! Talk to us if you love it too!

Assured Accommodation Solutions

We ensure that our supplier partners have measures in place to identify properties of an acceptable quality that meet our environmental, safety and financial requirements.

As well and the standard AA options you’d expect, we can offer:
Short Breaks – we’ve access to a wide variety of UK leisure breaks for 1 or 2 nights. This can prove a suitable alternative when accommodation is at a premium in the postcode search area; for example during large sporting or entertainment events. This can also give the customer a leisure break opportunity to spend a weekend in another part of the country and the opportunity to meet up with remote friends or family, or just to enjoy a break away during the stresses of being out of their own home. Many of these breaks include dinner and other benefits such as a spa treatment or theatre tickets, subject of course to your approval.

Successfully Surge Tested

We’ve access to a network of additional claim handlers who are immediately available to support our core team. They’re fully trained in sourcing alternative accommodation using our processes and systems adhering to client requirements.

Our out of hours service is managed by our own claim handlers ensuring consistency and the same exceptional service 24/7, 365 days a year. We can extend our opening hours to meet demand.
We’ve full confidence in our supply chain too, who are all fully surge tested and have vast experience in handling surge alongside ourselves.
Our ability to block book and pre-book hotels in times of surge, which can be cancelled down at no cost if not needed, is invaluable.

Cost Containment

We pride ourselves on using our extensive supply chain to ensure value for money and parity on rates in all types of accommodation. Our owner and supplier of short term accommodation, hotelshopuk, ensure that all rates are comparable to best in market. hotelshopuk have their own Amadeus GDS (Global Distribution System) network which guarantees not only the best rates but also the ability to source real time availability and inventory.

Not only does it allows us to check availability in real-time but it also allows live bookings to reach the hotels within seconds to ensure re-housing of customers is done in the most time efficient manner.

Likewise our short to mid term accommodation suppliers are handpicked to ensure value for money.

We ensure that:
  • The fair treatment of customers is central to our culture
  • We provide clear information and communicate through appropriate channels before, during and at the end of the our service delivery
  • Where we advise on alternative accommodation solutions, the advice we give is suitable and takes account of individual circumstances
  • Our products and services are suitably detailed for consideration and authorisation.
  • Confirmation of booking is provided, and the associated product and service is of an acceptable standard and meets expectations
  • Any complaints are received, handled and resolved sensitively.

We deeply understand customer wants, needs and expectations at the outset of the instruction for alternative accommodation. This can be at the time of greatest stress and uncertainty. We’re determined to make the provision of alternative accommodation a simple and smooth journey reducing worry and concern from the customer.

We’ve specific policies and procedures in place to recognise and take care of vulnerable customers. We consider a vulnerable customer to be anyone who requires additional care and support due to individual circumstances.

We make it a priority to ensure all our team are capable of identifying vulnerable customers, and handle the situation with the required levels of care, attention and respect – throughout their relationship with us.

We sensitively, in accordance with data protection guidelines, ensure other relevant parties to the claim, such as loss adjusters, are notified of any vulnerabilities we identify.