Jamie Beadle Mid-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 agents Applies to both Independent and Captive agency forces Core needs and goals remain consistent Even 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 Advocate Service to customer is generally seamless when the agent is fully informed and involved in the process.

Communication Strategy When 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 authority Local knowledge and contacts Agent can assist in communicating realistic claim service expectations Never forget about the agent’s support staff

Questions and Insights