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Our infographic lists 37 critical areas for planning and assessment - before, during and after an event - that can transform Cat claims handling right across the board. Read the full blog here: http://www.genre.com/knowledge/blog/how-the-best-laid-plans-can-cut-cat-losses.html
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© 2014 General Re Corporation
CATASTROPHE CLAIM HANDLING CHECKLIST
Develop a training plan for temporary claim staff.
Select a "trainer" from outside Claims, so claims can run full-tilt.
Confirm availability of work stations and equipment for additional staff.
Discuss reserving strategy with senior management.
Make contact with vendors who can provide staff resources. Manage costs by utilizing a contract network.
Prepare binders with coverage forms, lists of experts, key contacts and guidelines for Cat adjusters.
Determine whether Cat adjuster licensing is required and if state DOI will issue license waivers. Identify the loss level that requires a large loss adjuster.
Meet with Cat adjusters and Cat managers to review claim handling guidelines and distribute Cat binders.
Update your Business Continuity Plan (BCP) and distribute.
Cross-train staff from other departments, including periodic work experience in Claims dept. Solicit help from offices outside the Cat area.
Forecast claim volume using Geographic Information Systems (GIS) to identify policyholders in effected area.
Identify Cat adjusters who can assist with handling claims.
Appoint one person and a backup to communicate with state DOI offices.
Communicate with Loss Intake to confirm increased claim volume can be handled.
Provide updated scripts to Loss Intake to reflect changes in when to expect initial contact.
Advise agents and brokers about claim handling changes or plans.
Coordinate with IT to streamline computer system access for the temp claim staff.
Verify that existing equipment/technology can cope with an increased volume of phone calls.
Designate staff & resources to process regular, non-Cat claims during Cat event.
Reserve hotel rooms before a hurricane makes landfall — at least 50 miles from the storm’s path.
Check if state DOI or Emergency Management Agency will issue Access Permits that allow reps into restricted areas.
Assure timely initial contact with policyholder.
Use social media to communicate Cat-related claim info to policyholders/agents.
Batch assignments by complexity and location.
Use field team managers and re-inspectors to resolve disputed claims.
Complete file reviews and re-inspections to ensure claims are handled properly.
Determine which vendors you want to utilize more.
Confirm SIU can commit additional resources to investigate fraudulent Cat claims.
Forecast staffing needs to replace departing adjusters.
Keep a log of success stories to help with later communications.
Communicate cleanup needs with your independent adjusting companies so they can manage staff.
Perform closed-file reviews.
Revisit expenses.
Review policyholder claim service surveys.
Solicit feedback from agents and employees.
Access what went right and what went wrong.
Update Cat plan.
IN /in/mpgriffin1E [email protected] +1 203 328 5526Michael Griffin
For help reviewing or developing your Catastrophe plan, feel free to contact our Claim Executive:
For more details on ways to increase Cat claim management efficiency and policyholder satisfaction,
read our article: genre.com/goodcatclaimhandling
Prep Work Claim Management Communication Training IT Help Needed “Go” Time
Are you ready for a major Cat event?Consider these
“Best-in-Class” tasks:
