Written by Betsy Fata, Solera Content Writer
Natural disasters such as hurricanes, earthquakes, fires and floods present immense challenges to anyone affected by these events. And neither businesses nor consumers are immune to the complexities and potential catastrophes certain to arrive in the aftermath. As the southeast endures Hurricane Dorian, cost analyses surge higher and higher. “Dorian could cost insurers more than $25B…and bring total losses of as much as $40B,” according to a UBS analysis. While the US braces for another record-setting hurricane season, what steps can insurers take to mitigate the impact of these events?
For many years, Solera has been providing crucial data, applications and digital services to insurance and automotive ecosystem partners to properly and swiftly complete estimates and resolve claims immediately following disasters. Our Solera | LYNX contact centers are prepared to manage various catastrophe situations including hurricanes, ice storms, hailstorms, tornadoes, earthquakes and other unexpected natural events. Through a formalized ramp-up procedure upon notice of an impending mega-CAT event, LYNX mobilizes and trains additional staff, which allows us to connect with several hundred policyholders at once during a widespread crisis. This offers many carriers the flexibility they need to serve their customers better during times of crisis.
In addition to establishing a strong network of support like LYNX for customers to reach out to, insurers can provide valuable emergency services by implementing the following strategies.
Keep communication lines open and active
Having multiple channels available to your policyholders will ensure they get the help they need in the event of a disaster. Building a robust relief infrastructure, including clear communication plans, helps your company avoid creating more difficulties for your customers.
Social media tends to be a second line of defense when traditional requests for help go unanswered. Implementing a relief strategy for your social media channels can provide faster aid to someone in a dangerous situation. For more guidance on improving your social response time, we suggest reading this great article.
Get innovative with your tech
When Hurricane Harvey struck Texas and Louisiana in 2017, USAA used aerial images and data to create an interactive map of affected areas so residents could see top-down views of their homes and neighborhoods, even on their mobile devices. The first version of the tool was operational in 12 hours. (Source)
There’s an enormous wealth of public and private sector data available for insurers to base innovative disaster resources on. Artificial intelligence can analyze images to identify damage and build estimates as early as possible, speeding up the lengthy claims process and proactively starting inspections.
Activate your employee network
There’s no better assistance than a helping hand. Training your employees to handle crises efficiently and compassionately is the first step to providing exceptional customer service. Helping policyholders understand their eligibility for certain services and guiding them through complex processes with clear expectations goes far for a customer under stress.
Carriers can also empower their local offices to contact customers and assist them in preparations before major disasters strike and provide frequent updates so policyholders can quickly get back on their feet and back to their lives.
Global Director, Public Relations and Analyst Relations