A strong hotel program may be a key ingredient in managing your temporary housing costs and service. First, however, you need to know when a hotel is the right solution or a waste of additional living expenses (ALE) spending. Your ALE temporary housing vendor should be able to assist you with all aspects of housing, whether it is a few days in a hotel, emergency needs in the middle of the night, or presenting options to decide if a one-month rental is a better idea than a hotel.

Emergency Use

There are many instances in which you may need to use a hotel for your policyholder. Claim professionals handling calls after hours first need to get the policyholder off the front lawn and settled into a hotel until the assigned field adjuster can assess the situation. This is your first opportunity to service your policyholder—and when they are most vulnerable, in a panic, and need assistance the most.

Make a great first impression. Don’t let the Red Cross help them for the first two days; put them in the hands of a housing company that will handle all of their housing needs, from the short-term hotel stay into a long-term home. Some of the frustration from insurance carriers in using housing providers for this type of emergency claim is the ability to reach a person immediately and speak with someone who is able to set up a hotel in the middle of the night. All vendors may claim to be available regardless of the time or day; but does that mean you are dealing with an answering service? How long are you waiting for a call back? Or even worse, a voice mail?

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