Mastering Disaster Response: Best Practices for Catastrophic Event Claims

Catastrophic events have a way of testing resources and processes. One such event in 2024 tested the preparedness and response of the entire property claims industry. My family and I live in western North Carolina and were directly impacted by Hurricane Helene. While we were fortunate to avoid property damage, we witnessed the magnitude of what others endured.

As a Client Services Manager at US Forensic, a forensic engineering firm with national engineering coverage, I not only witnessed, but participated in our response. We mobilized structural and mechanical engineers from across the country to support the overwhelming number of cases. The devastation was vast — the hardships were evident. The response was critical.

To better understand what worked, what didn’t, and lessons learned, I explored key takeaways with experienced claims professionals.

Preparedness: A Moving Target

Across the insurance industry, there has been an increased reliance on technology, including tools like satellite imaging, mobile apps, and drones to expedite inspections and maintain accuracy. But even with high-tech aids, many professionals acknowledge, "Every CAT is different. No plan survives first contact."

Claims teams begin monitoring storm activity several days in advance, booking lodging, contacting vendors, and staging staff. While many carriers have trusted vendors year-round, major events can force a quick shift to additional independent adjusters. Not all are prepared for the intensity of large-scale losses.

"We had adjusters arrive at sites and leave immediately; some just weren’t ready for the destruction. It’s not just paperwork; it’s boots in the mud."

At U.S. Forensic, we encourage our Professional Engineers to obtain licensures in several states. This allows us to deploy full-time, experienced engineers to affected areas across the country to supplement the work of our local experts. Once we assess the magnitude of an event, we begin developing a dispatch schedule to ensure reasonable inspection timelines.

The Emotional Cost of the Job

Hurricane Helene brought catastrophic flooding and mudslides to areas unaccustomed to natural disasters. For adjusters who lived in the affected areas, the emotional toll was significant.

A veteran property claims supervisor described the heartbreak of seeing neighbors and friends face losses that weren’t covered. "You walk into these communities and it’s complete devastation. It wears on you when you can’t help."

Agents played a critical role in the early response, checking on residents, navigating blocked roads, and helping their communities even while experiencing their own personal losses.

“You slow down. You listen. You treat people like people,” the supervisor added.

Claims Handling: Managing Volume and Expectations

Carrier teams used heat maps and resource coordination to prevent adjusters from overlapping or burning out. CAT adjusters were rotated in and out, while non-CAT staff absorbed other claim types.

Public expectations have grown more complex. “We live in a world where even a short delay feels unacceptable. Now imagine explaining a non-covered loss to someone who’s just lost everything.”

For U.S. Forensic, communication was paramount. Whether it was coordinating on-site visits with the property owner or providing updates on capacity and cycle times with clients, communication sets realistic expectations and reduces confusion.

Process Improvements and Lessons Learned

A recurring theme voiced by claims professionals was the need for better integration between claims systems and third-party platforms for issuing estimates. Many workflows remain manual, leading to duplication and inefficiencies.

One surprising takeaway: printed maps are back. A Catastrophe Manager stated, “We told our team, don’t just rely on GPS. Bring a paper map.”

Final Thoughts: It's About the People

Catastrophe response is about people. As one claims professional put it, “Eighty percent of this job is how you deal with people, the rest is knowing the coverage.”

Behind every claim is an individual or family facing hardship. Whether it’s explaining a denial or hiking through wreckage to reach a property, successful disaster response depends on showing up and doing the right thing.

Tech tools matter. Vendor response matters. But empathy, clarity, and resilience are essential.

Endnotes:

1. National Weather Service data shows the 2024 storm caused over $3.2 billion in property damage across multiple states, with 60+ confirmed fatalities.
2. According to the Insurance Information Institute, the U.S. has averaged 17 named storms per year since 2020, increasing demand for trained adjusters and engineering resources.
3. Property Claim Services data estimates that over 42,000 property insurance claims were filed in response to the event.