icab.uk.com Avis 143

House insurance claim (big claim)and we need to be placed into alternate accommodation.
Did ask for only one move and not several due to health conditions.
Marcus was helpful in temporary accommodation however, when passed over to Romi she had found some accommodation but would not share this info with us until the Insurance approved it; we want to work with ICAB on what is our future abode till ours is fixed.
Found out from the loss adjuster that a 1 bedroom apartment for 1 night had been sourced! Not sufficient.
Beginning of this week, found out by calling ICAB AGAIN... that our case had been passed onto Mitchell, in rentals; no communication...no nothing from Romi.
After explaining to Mitchell our house is rotting and languishing and we need 6 month rental at least (in line with loss adjuster) I had a bit of a none committal tonal response, I don't hold out much hope when, I've already done some leg work to try and get us viewings.
After reading other reviews on here I'm not feeling hopeful about ICABs written statement on their website and the generic answers given by ICAB sound like lip service.
My overall experience since the back end of June is not good and I feel there is a level of laziness, incompetence and no due diligence.
I will be speaking with our loss adjuster to see if there is another company they use.
ICAB come forth and prove yourselves wrong.

Marcus made the difficult experience feel so much better. He worked tirelessly to find the right accommodation for me and my dog Winnie. He was courteous and sympathetic to my situation. Bravo Marcus!

(Edit to the reply at ICAB, that reply is funny how can you contact me and investigate this if you don’t have a reference number or contact details or my name, stop telling porkies) This is a very deceptive company. I was booked into a hotel with a confirmation text, however upon arrival I was not allowed in as ICAB had not made the payment to the hotel. After the payment being declined 7 times in 2 and a half hours (saying INSUFFICIENT FUNDS) I had ti leave and get a taxi to my friends which cost me just over £50. The week previously that where also supposed to book me into a hotel but failed to communicate with me and I had to got from Liverpool to Crewe to stay with a family member. Today when I was at the hotel I was advised that I am not allowed to enter the hotel room as the invoice has not been paid from last night, (the manager only let me stay as he felt sorry for me and I left my Apple Mac and gold bracket at reception which would cover the bill for one night) today I had ti leave the hotel to go home to my property as I had a suveyor come to inspect the property which he deemed was uninhabitable due to toxic black damp and mould throughout the property as my walk in shower has been removed and the toilet and sink have been disconnected, as I have uncontrolled epilepsy I have 3-5 seizures a day which I am incontinent hence I need to use a shower seat and wet room (walk in shower) today when back at the property I had a seizure and fell on the sink and broke it and hurt my back, I received a text to say the booking had been extended for a further 7days at 2:30pm it is now 7pm and the payment still has not been paid to the hotel, my landlord Torus in Liverpool have approved a travel allowence and food vouchers but ICAB have failed to communicate with me I have called once per hour from 2:30 and kept being told the case handler is on another call and I will receive a call back, I have called the hotel just now at 7:04pm and the payment is still not paid and no extension has been made, my landlord housing officer out of hours has called me back as he has also contacted ICAB from 5:30pm, 3 times and they have told him the payment has been made and the booking is confirmed however we both have called the hotel and the payment is still saying “insufficient funds” when making the payment, the hotel has emailed the invoice twice for the booking for the last 3 nights which still has not been paid including the extension request. I am so glad I am nearly a qualified solicitor and know my legal right as a disabled tenant. (Due to my epilepsy I am classified disabled hence I need a walk in shower with seat and a property with no stairs) I am going to report this company to the insurance ombudsman and also add this to my legal action as a solicitor has taken on my case yesterday. I don’t understand how they are legally operating when there are many reviews here similar to mine in relation to them sending tenants to hotels that have not been paid for. Appalling, I also have had to spend £502 in the last week on travel and food as I have been unable to stay in my home .

Cant stand icab they are highly unprofessional, arrogant and negligent. Currently seeking to have their services removed from my insurance claim. I cant stand these people 4 times now they have left everything to the last second to extend my accomodation and every time they take forever. They never listen to what you say and you have to keep repeating everything over and over and still ignore you. They constantly offer you accomodation miles away from where you live with no travel options. When you speak to them they are incredibly rude and dismissive and never accept any mistakes and just argue with you. Their comunication is absolutely appauling they either takes ages to get back to you or just go silent so you always have to chase them. I am currently in accomodation with my partner who is 2 months pregnant and my son who is 1 and a half and this is the fourth time they have dropped the ball where our accomodation ends in a couple of days with no extension arranged as they once again took too long to arrange further accomodation and so now we have to move out with so far nothing to go to while our home is being repaired. This is not the first time as on 2 occasions now thanks to icab my partner and child have been out on the street waiting for them to sort out accomodation. We have reported them to our insurance provider and looking to have them dropped with immediate effect and seeking legal advice for their negligence.

Marcus from ICAB 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 ensure we had the right disability rooms at the right hotel and food allowance in the middle of the cold winter period.

Thank you Marcus!

I had a burst pipe in my house and I can not thank ICAB staff enough with the way they have dealt with everything. Roland is the one who is dealing with all my accommodation needs and I can not thank him enough for his professionalism , excellent listening skills during this most difficult time for me.
Very highly recommended.

Heartfelt thanks to Paige who dealt with our accommodation emergency after our house fire. She dealt with everything in record time, answering queries and keeping us informed every step of the way. Cannot thank her enough for her professional & efficient assistance at a very stressful time

The worst place ever they put my niece in accommodation and she has health conditions they never asses the accommodation, they also are rude there is not one person set to the case They put you in unfit homes and blame you for damage that has already occurred they

I am very grateful to ICAB, especially Ryan Holloway, for arranging temporary accommodation for my family during a stressful time. He listened carefully to our needs and relieved many of the extra worries we would have had.

Bhavna was our point of contact at ICAB.
We can't thank her enough for all her help throughout a stressful time for us.
Bhavna showed great compassion and understanding.
Her professional approach secured us a great flat for us to stay and arranged for the movers to take our belongings into storage. Bhav, thanks for being there for us.

Had the pleasure of dealing with Sohail regarding an urgent matter where we had to arrange and urgent stay. He was extremely professional, polite and nothing was ever a problem for him. What a diamond!

I was extremely impressed with ICAB during an exceedingly traumatic time for me. It was so reassuring to be told “Don’t worry, we will deal with it all”, which they did in a very efficient and sympathetic manner.

We have been a supplier of properties to this company over a number of years. Without exception, they need to be chased constantly to be paid. Every excuse under the book why they don't pay, the latest they wanted evidence the invoice had been sent to them two months ago! This will be the last time we accept business from them.

All the other relocation companies are great to work with, they all pay on 30 days with no need to chase. However Icab like to hold on to our monies for 60 days, then they still need to chase.

I would avoid as the conduct of this company is poor.

The staff, Noreen and Alison have been incredibly helpful during a distressing time! Lovely staff, speedy responses and good quality service

This was a difficult time for us and Natalie helped us to sort out an acceptable solution for all involved. Even when I was ratty about things she remained pleasant and constructive.

I am very happy with the service and help that I have received from Janiv Shah , he has been in regular contact with me through out and very conscientious of our needs as it has been stressful time , excellent young man and very good at his job!

ICAB and particularly Rosie have been a huge support in helping us to find alternative accommodation. They have actively helped us and turned around all the necessary paperwork in quick time, Many thanks.

ICab I’ve been very helpful in relocating me, offering me good choices, and working tirelessly to find the best outcome for me and my family. Thank you so much to Ryan, Jabola, Jay and Team for all your help. At an unsettling time, they offered much appreciated reassurance.

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