The following article is co-authored by Dan Daniel, Crawford®’s vice president of Business Development & Client Relations, U.S. Property & Casualty; and Mike Koch, Crawford Canada’s national property & catastrophe manager. Mike has written two other recent blog posts: one on documenting hailstorm damage; the other on the best way to prepare for catastrophe deployment.
During high-volume or catastrophic events, whether natural or man-made, independent adjusting firms organize and mobilize groups of qualified CAT adjusters—often to large events. The following actions are critical to successfully executing such initiatives:
- Tailoring one’s deployment plan to the severity and nature of the event (as declared by local government)
- Efficiently identifying availableadjuster personnel (within relative proximity to the event)
- Adhering to necessary licensing standards
- Appropriately and efficiently deploying all necessary resources
Imperative to an organization’s overall success is the ability to maintain an accurate available CAT adjuster inventory, along with information pertaining to experience level, updated passport and licensing details, as well as geographical placement. Sophisticated systems and processes are often used to assist in the overall management of such endeavours. For instance, Crawford & Company® (Canada) utilizes its Command Centre capabilities. During such CAT events, the Command Centre is placed in “CAT mode,” serving as a central location for real-time information to support managing events and providing real-time client reports and dashboards.
In CAT mode, the Command Centre consolidates weather information with intake and call volume data from CLAIMSALERT®, Crawford’s in-house contact centre. Claim details and adjuster deployment information are gathered to track, monitor and respond to developing events. Through the use of geocoding, CAT response teams can quickly see high-frequency and severity areas to deploy resources in an effective and efficient manner.
Based on the intelligence collected and the resources available, the following should be taken into account before deploying personnel to catastrophic events:
- Size and severity of the storm
- Accuracy of the intelligence predicting where the storm will hit and population of the region(s)
- The number and coverage details of “Policy in Force” (PIF) of carrier clients within the effected region(s), as well as details pertaining to degree and extent of additional support required
- Determining how many adjusters to place on standby to properly service clients
- Organizing and generating appropriate travel papers to enable adjusters to pass through customs and immigration upon arrival to a CAT site
- Arrangement of rental cars and accommodations—which should be close to the catastrophic event but out of the path of further potential destruction
- An induction centre, which is usually set up in the board room of the hotel housing adjusters
An induction centre assists in licensing, which must adhere to the local country’s laws. This is done by providing applications and ensuring the quality of information filled out. The same induction centre should also host orientation sessions that prepare arriving adjusters for site inspections. The centre can also assist the CAT team with addressing IT and other needs.