EFFECTIVE STRATEGIES FOR CATASTROPHE RESPONSE EASTERN REGION ADJUSTERS CONFERENCE PROVIDENCE, RHODE ISLAND NOVEMBER 18 & 19

Transcription

1 EFFECTIVE STRATEGIES FOR CATASTROPHE RESPONSE EASTERN REGION ADJUSTERS CONFERENCE PROVIDENCE, RHODE ISLAND NOVEMBER 18 & 19 1

2 Lance D. Malcolm Vice President Operations Crawford Contractor Connection Deerwood Park Blvd, Suite 110 Jacksonville, Florida Office: Cellular: Web: ContractorConnection.com Randall Harvill Director Complex Large Loss Liberty Mutual and Safeco Personal Insurance 175 Berkeley St Boston, MA Office: , ext Cellular: Web: LibertyMutual.com / Safeco.com 2

3 Today s Agenda I. Catastrophe Response Process (60 min.) A. Prepare B. Perform C. Perfect II. III. Resource Management (15 min.) A. Support Services a. Internal resources b. External Resources B. Online Resources a. Weather b. Earthquake c. Community Affairs d. Insurance Conclusion/Q&A (10 min.) 3

4 There will always be disasters; why wait until the disaster hits and then respond. That's dealing with problems on the right side of the disaster. Let s start dealing with the left side of the disaster, before it happens. - General Russel Honoré 4

5 5 This is what you get when you don t have a plan

6 Phases of Catastrophe Process Prepare 6 Response Preparation Pre Catastrophe Perform Catastrophe Response Perfect Post Catastrophe 2014 Crawford Contractor Connection. All rights reserved. Used with permission.

7 7 Prepare

8 Proactive Preparation Building Internal and External Capacity Weather Data Connectivity Integrating technology into catastrophe planning & response Areas of focus forecasting events and needs Leverage technology to adapt and overcome Develop Catastrophe Claims Practices Differences from non-catastrophe claims handling Estimating and repair consistency FNOL processing» Staff, IAs and vendors/contractors Establishing expectations Customers Internal deployment» Define Departmental plans» Coordinators Vendor deployment Catastrophe Reporting» Define Frequency and Metrics Crawford Contractor Connection. All rights reserved. Used with permission.

9 9

10 Leverage Weather Forecasting and Mapping Technology Crawford Contractor Connection. All rights reserved. Used with permission.

11 Design and Develop Catastrophe Resource Management Assignment Management Volume Stabilization Crawford Contractor Connection. All rights reserved. Used with permission.

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13 Process: Establish Expectations, Monitor, Measure Set clear goals, have a picture of what good looks like embedded in your organization Utilizing new productivity tools to establish goal state and forecast operational needs Refining internal Scorecards to monitor, measure and communicate results 13

14 Prepare to Leverage Technology Estimating Aids Aerial Imagery Sketching Image Generated Measuring Improved Tools Job management and analytics software On site Flooring Evaluations Utilize Smartphones and Tablets Field/Mobile Technology Mobile Estimating Capability Real-Time Capacity Reporting Utilizing mobile applications in the field 14

15 Proactive Preparation Develop Vendor Agreements & Capability 1. Credentialed Vendor Network 2. Emergency Services 3. Board Up 4. Tree Removal 5. Mitigation 6. Independent Adjusters Test Deployment Capability Crawford Contractor Connection. All rights reserved. Used with permission.

16 BE READY BE WATCHFUL BE RESPONSIVE Advance Preparation Pre-Season Meetings Identify and Secure Necessary Resources Monitor Weather Event Preparation Conduct Pre-Event Meetings Activate Resources Set-Up Emergency Operations Center 16

17 17 Perform

18 Catastrophe Response Assess Survey area for severity of damage Proactively contact insured s Contact and confirm facilities Evaluate and send resources Mobilize and Deploy Set-up field cat claims offices Create Teams & Deliver On-sight Training Conduct status briefings Adjust claims Crawford Contractor Connection. All rights reserved. Used with permission.

19 Claim Volume Monitoring Leverage Technology Automatic Alerts Geographic Focus Loss Types Pre-defined Thresholds 19

20 Claim Assignment/Dispatch Leverage Technology GIS based search for assignments Multiple assignments may be selected for dispatch Search uses contractor supplied profile to match available contractors Crawford Contractor Connection. All rights reserved. Used with permission.

21 21 Perfect

22 Monitor Debrief Course Correction Redistribute Resources Close EOC and claims offices Return supplies & equipment Evaluate Debrief & evaluate key personnel Complete & submit final report Seek improvement opportunities Crawford Contractor Connection. All rights reserved. Used with permission.

23 Resource Management 23

24 Internal & External Resource Management There are many support services that can play a role during a catastrophe and it is important to notify them early during preparation for a specific event Internal resources include: Facilities Systems Call Centers Field Offices Underwriting Travel Telecommunications Media Relations External resources include: Additional Living Expense (ALE) Vendors/Realtors Consultants Engineers Repair Vendors 24

25 Weather On-Line Resources National Hurricane Center US National Radar Weather Channel Accuweather - Earthquake CEA - USGS - CISN Shake Map - Community Affairs Institute for Bus & Home Safety FEMA American Red Cross Department of Insurance - State Specific Insurance Property Loss Research Bureau Property Claims Services - National Insurance Crime Bureau 25

26 26 Mayor Walter Maddox of Tuscaloosa Alabama credits the Incident Command System training city officials received from the FEMA Emergency Management Institute with helping them respond to the tornadoes of April 27, 2011

27 Q&A THANK YOU!! 27