A Hilltop Holdings Publication
National Lloyds
Hurricane Response: Weathering the Storm National Lloyds Catastrophic Weather Disaster Recovery
4th Quarter 2018
MOMENTUM
Key Steps: • Securing additional independent adjuster firms to augment inhouse team in anticipation of increased number of claims • Preparing operations and claims departments for largevolume claim management The series of devastating storms that struck the U.S. in 2017 and 2018 was a stark reminder of how important it is to plan ahead. As a property and casualty insurance provider, National Lloyds knows that hurricane season brings with it a special set of circumstances requiring preparation, vigilance, and response for policyholders living along the U.S. eastern and gulf coasts. Prior to a storm making landfall, there is plenty for an insurance company to do on the front end to help speed up the recovery process in the days immediately following. “Preparing and protecting people and their property is an act of good stewardship,” said Paul Boswell, National Lloyds senior vice president in charge of claims. “Solid preparation and response can reduce the possibility of compounding an already difficult situation, saving valuable resources and enabling the company to respond to customers more quickly.” Hurricanes Harvey, Irma, and Michael had the combined potential to impact nearly 30,000 National Lloyds policyholders in Texas and Georgia, the equivalent of nearly 15 percent
of the company’s total policy portfolio. In each case, National Lloyds wasted no time implementing its extensive disaster recovery plan. The sustainability of an insurance company hinges on how well it manages emergency responses to natural disasters. Seven decades of fine-tuning its operations system and investing in technology has has equipped National Lloyds to respond to large-scale catastrophes. Further, the backing of Hilltop Holdings ensures National Lloyds has enough capital and reinsurance to pay catastrophic hurricane losses. “Our reputation is interwoven with how well we prepare and respond to the needs of our policyholders and agents,” says Boswell. “Customers fully expect that the insurance company they entrust to protect their homes will be there during their time of need, and that we’ll do everything possible to protect them throughout the entire post-storm process. Our focus is on delivering on that promise.”
• Increasing call center capabilities and, if necessary, establishing an emergency operations and response center that can be deployed to critically-impacted areas • Configuring IT network to support the increased workflow, including phone systems and the added processing of claims reports and reimbursement checks • Confirming the claims reporting process with the company’s agent network working on behalf of policyholders • Monitoring regulatory reporting through the applicable Departments of Insurance • Preparing employees outside of the claims department to assist in a large-scale event
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