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The Insurance Industry’s Contribution to Community Impact Development I.I.I. Members AAA of Northern CA, NV and UT ACE USA ACUITY AEGIS Insurance Services Inc. Allianz of America, Inc. Preparing for the Unexpected Allied World Assurance Company Allstate Insurance Group ombings at the Boston Marathon. Explosion at a fertilizer plant in Texas. Violent ALPS Alterra Capital Holdings Group Btornadoes in Oklahoma. American Agricultural Insurance Company American Family Insurance While we already had plans for the summer issue of Impact to focus on the industry’s American Integrity Insurance Company American International Group response to Superstorm Sandy, these three occurrences reminded us that catastrophes, American Reliable Insurance Amerisafe whether natural or manmade, just keep on happening. Amerisure Insurance AmWINS Preparing for the unexpected will always be a challenge, but hopefully these stories will Arch Insurance Group Arthur J. Gallagher show you how insurers rose to the occasion and stepped up their operations—even though Aspen Re Auto Club South Insurance Company many companies and agents themselves were located in the hardest hit areas. Beacon Mutual Bituminous Insurance Companies Before, during and after Superstorm Sandy, insurers were on the ground in full force to Catlin U.S. Century Surety Company help their policyholders. Cat vans and claims teams immediately sprung into action. Even Chubb Group of Insurance Companies Church Mutual Insurance Company CNA without electricity, checks were drawn up on the spot. Some claims people even handed The Concord Group COUNTRY Financial out water and stuffed animals. Generous financial contributions were made and many Crawford & Company The Crichton Group fund-raising efforts were established. CUMIS Insurance Society, Inc. DeSmet Farm Mutual Insurance Specifically, we feature: Allstate, Chubb, ERIE, Fireman’s Fund, GEICO, The Hanover, Company of South Dakota Dryden Mutual Insurance Company The Hartford, IBHS, Liberty Mutual, MetLife, Nationwide, Selective, State Farm, USAA and EMC Insurance Companies Employers Insurance Company Zurich North America. We will let the stories and photos speak for themselves. Enumclaw Insurance Group Erie Insurance Group In its 2013 Atlantic hurricane season outlook issued recently, NOAA’s Climate Farm Bureau Insurance of Missouri Farmers Group, Inc. Prediction Center is forecasting an active or extremely active season this year. And we are FM Global GEICO proud to know that the industry will be there for its policyholders to pay claims, hold Gen Re Germania Insurance hands and help rebuild property and lives. Grange Insurance Association Grange Insurance Group GuideOne Insurance The Hanover Insurance Group Inc. The Harford Mutual Insurance Cos. Harleysville Insurance The Hartford Financial Services Group Robert P. Hartwig, Ph.D., CPCU The Horace Mann Companies Ironshore Insurance Ltd. President, Insurance Information Institute Kemper Corporation Liberty Mutual Group Lloyd’s Lockton Companies Inside: Magna Carta Companies Marsh Inc. There When You Needed Us .................................................................................................. 3 MetLife Auto & Home Michigan Millers Mutual Ins. Co. Moment of Truth in Challenging Times ................................................................................ 4 Millville Mutual Insurance Company Missouri Employers Mutual Insurance Paying Claims and Restoring the Shore ................................................................................. 6 Motorists Insurance Group Stepping Up After the Storm .................................................................................................. 8 Munich Re Nationwide An Outpouring of Giving ..................................................................................................... 10 New York Central Mutual Fire Ins. Co. The Norfolk & Dedham Group Mobilizing for Superstorm Sandy ......................................................................................... 12 Ohio Mutual Insurance Group OneBeacon Insurance Group In the Line of Claims Duty................................................................................................... 13 PartnerRe Pennsylvania Lumbermens Mutual Rising to the Occasion .......................................................................................................... 14 Insurance Company Using Building Science to Help Guide Critical Aspects of Post-Sandy Recovery ................ 17 Providence Mutual Fire Insurance Co. QBE Regional Insurance Superstorm Sandy — Record Claims; Record Response ....................................................... 20 Scor U.S. Corporation SECURA Insurance Companies Tried and True Catastrophe Plans Led to Successful Storm Response ................................ 22 Selective Insurance Group State Auto Insurance Companies Meeting Sandy’s Challenge .................................................................................................. 24 State Compensation Insurance Fund of California Sandy: Helping Customers Recover from the Unexpected .................................................. 26 State Farm Mutual Automobile Ins.Co. Employee Resiliency Proves Fruitful for Customers, Communities .................................... 28 The Sullivan Group Swiss Reinsurance America Corporation Tales from the East Coast ..................................................................................................... 31 Travelers USAA Utica National Insurance Group Westfield Group Summer 2013 Vol. 19 No. 1 Impact is published by the Insurance Information Institute, 110 William Street, W. R. Berkley Corporation New York, N.Y. 10038; 212-346-5500. Editor: Diane Portantiere; ©2013 Insurance Information Institute, www.iii.org XL America Group Zenith National Insurance Corporation On the cover: Fireman’s Fund Claims Professional Trent Gillette responds to Hurricane Sandy’s devastation in Zurich North America Union Beach, New Jersey. Photo: Mike McLaughlin Photography. There When You Needed Us urricane Sandy wreaked ruption to public transit systems. our commitment to help members havoc along the Eastern Approximately 1.3 million USAA such as Bill and Margaret Long put Photo courtesy of USAA. HSeaboard, forcing the evacu- members live in the areas affected by their lives back in order as quickly as ation of hundreds of thousands of Sandy. Within 24 hours of landfall, possible. Here, the Longs hold family residents and causing widespread USAA had issued more than 1,000 members’ dog tags discovered amid power outages and massive dis- claims payments — an illustration of the ruins of their home. n 3 Moment of Truth in Challenging Times s forecasters were making ately after the superstorm. Pennsylvania. “Staging allowed us predictions about the power Prior to Sandy making landfall, to get our national catastrophe team Aof Sandy and its projected Allstate’s National Catastrophe Team members and units positioned in safe path, Allstate Insurance Company was moved into place at various locations places, but close enough to areas that forming a virtual war room, bringing up and down the East Coast and Mid- may have been impacted by Sandy,” together all the teams that need to Atlantic Region, including Raleigh, said April Eaton, Corporate Relations respond before, during and immedi- North Carolina, and Harrisburg, Manager, Allstate National Media. “Once the hurricane made landfall, and authorities allowed us in, we were able to move from the staging area or holding pattern and go into the heavily damaged communities to help Allstate customers begin the claim process.” During the height of their Photos courtesy of Allstate. response, Allstate dedicated more than 4,000 claim personnel and two dozen mobile claim vehicles to assist policy- holders with claim needs. Teams of Allstate adjusters can- vassed neighborhoods by foot looking for affected customers and helped them begin to pick up the pieces. Using their newly created Catastrophe Response Teams (CRTs) with their Catastrophe Response Vehicles (CRVs), Allstate was able to quickly assemble and deploy a coordinated customer response effort. The CRVs complement the National CAT Team’s established response effort, are smaller vehicles and can easily maneuver city streets to get to devastated communities. The vehicles are stocked with sup- plies including customer care items, water and even teddy bears for kids. Positioning the CRVs throughout the East Coast and having claim person- nel on the ground walking through heavily damaged neighborhoods was especially important in Sandy’s after- Photos courtesy of Allstate. math, particularly as gas shortages left 4 Allstate Catastrophe Team members at work at a mobile claim center. many people stranded. to Connecticut and Pennsylvania to St. Bernard Project is truly a very spe- Senior Claims Service Adjuster work alongside the disaster teams sta- cial organization.” Jared Stock noticed a puzzled expres- tioned in those areas. Responding to Allstate was a primary sponsor sion on the face of one customer as catastrophes is Allstate’s “moment of of NBC’s national Hurricane Sandy he approached her New York home. truth” with policyholders. It is impor- telethon. Additionally, more than He identified himself as a member of tant that the company provide the 1,200 Allstate employees donated to Allstate’s National Catastrophe Team, best possible service all the time, but the American Red Cross to assist those and explained he was in the storm- also during

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