Jamie BeadleMid-Atlantic Catastrophe Coordinator

State Farm Insurance

Engaging Agency in Catastrophe Planning and

Response

What this presentation is not

Not a template for success – every organization’s unique culture and structure needs to be addressed in planning process.

I do not speak for the insurance industry or any segment of it.

The only answer or resource available.

Not just for carriers with captive agentsApplies to both Independent and

Captive agency forcesCore needs and goals remain

consistentEven Captive agents may interact with

multiple entities – FEMA, Windpools, FAIR Plan, Excess or Surplus Lines

Year Round Exposures and Planning

There is no “catastrophe season”Create a shared culture of preparedness Who are the “Directors of First Impressions”

for your catastrophe event?Relationships should not be exclusively

formed at the time of an event“Help me, Help you” – breaking through

competing demands

What is in it for the agent?

Disaster preparedness support and resources

Timely information – more efficient handling means returning to production sooner

Paint a picture for support staff of what the days following an event may be like

Contact point of last resort

What is in it for the carrier?

Setting of realistic expectations –not business as usual

Help drive contacts to less labor-intensive touch points

Appropriate vendor selection

Benefits to policyholder

An agent engaged in catastrophe planning can assist in educating policyholder about the claim process

Efficient assistance when they reach out to the agent post event

Knowledgeable AdvocateService to customer is generally seamless

when the agent is fully informed and involved in the process.

Communication StrategyWhen will communications happen – pre

and post event triggers.Content prepared ahead of time?How should agents communicate with the

claim response team?Plan outside the box, then follow your plan. What tools will you use to communicate

with the agency force?

Agent as Claim Resource

Limited settlement authorityLocal knowledge and contactsAgent can assist in communicating realistic

claim service expectationsNever forget about the agent’s support

staff

Questions and Insights