Catastrophe Response — The New Norm?

Between the industry’s digital disruption and now the practicing of social distancing related to COVID-19, the processes of a catastrophe response, both field and desk adjusting, are undergoing significant changes.

Newly adopted changes have been beneficial to the industry by reducing costs and shortening cycle times. Some, however, have had a negative effect.

The indemnity portion, including growing ‘leakage’, continues to rise disproportionately and ‘virtual adjusting’ has uncovered new challenges with a lack of critical empathy to vulnerable customers experiencing significant loss.

Accordingly, CRU GROUP’s Catastrophe Response Unit continues to adapt our model of claims assistance. We are learning to do it all in the ‘new normal’ of the COVID-affected world. Although deploying armies of carrier dedicated people will remain our expertise, we adapt with the times.

96% of our Desk Adjusters are working remotely or from home and we created carrier specific virtual adjusting teams that either inspect or create estimates.