Policyholder FAQ: Policyholder Questions, Our Answers
In the confusion of being displaced from their homes, policyholders have a lot of questions about our services and process. Need help answering them? Below are some of the most frequently asked questions and how we respond.
1) WHAT IS HOUSING HQ?
We are temporary housing relocation specialists who work with your insurance company to find you comfortable and convenient places to stay after your home has been made uninhabitable. We take care of the search, negotiations, paperwork, and other arrangements, making your life a little easier during a time of turmoil.
2) I NEED A PLACE STAY TONIGHT... WHAT DO I DO?
Contact your adjuster. They’ll contact us and let us know the situation. Then, we’ll reach out to you to confirm your needs. We’ll look for a hotel near your home and make a reservation. Typically, we’ll have a reservation for you in 30 minutes. We’ll call you back and give you the details. So, all you’ll have to do is go to the front desk and provide your name and confirmation number. We handle the payment for the room and applicable taxes (though additional charges to the room could be your responsibility).
3) WHAT IS A TEMPORARY HOME? HOW DOES THAT WORK?
For stays of longer than a month, we would move you out of the hotel and into a temporary home—which will be more comfortable for you and your family. Depending on such factors as where you live and what your policy covers, we’ll look for houses, apartments or other solutions that meet your family’s needs. We’ll provide you with options and then work with you and your insurance company to move you into the property. We’ll also coordinate the rental and delivery of furniture, housewares (towels, dishes, cookware, etc.), and appliances.
4) HOW DOES PAYMENT WORK? WHAT’S COVERED?
We make payments directly to landlords and hotels so that you do not have to pay out of pocket and wait for reimbursement. Instead, your insurance company reimburses us from the A.L.E. (Additional Living Expense) portion of your insurance policy, also called Coverage D or Loss of Use. This pays for the expense of hotel room/tax, rental housing, furniture, and appliance rental fees. Our involvement does not add any additional out of pocket charges to you since it is paid via your ALE coverage—in fact, insurance companies often engage us because we help them be more time- and cost-effective while providing you with dedicated temporary housing specialists who are available 24/7 to assist you.
5) WHAT IF THERE’S A PROBLEM WITH THE HOME?
We’re there for you throughout the stay and check in regularly. If something goes wrong with your temporary property (furnace dies, plumbing issue), contact us, and we’ll work the landlord to resolve the problem quickly.
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