Catastrophe Claim Handling Checklist

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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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Catastrophe Claim Handling Checklist

  1. 1. © 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 michael.griffin@genre.comP +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:

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