Catastrophes & Disaster Preparedness

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1 Catastrophes & Disaster Preparedness What We Learned from HIM Tim Coumbe, VP Sales, Paul Davis Kristy Sands, VP Marketing & Communication, Gallagher Bassett

2 2 Catastrophes & Disaster Preparedness Topics of Discussion Risk Management and Catastrophes HIM 2017 Pre-Catastrophe Preparation Post-Catastrophe Action Post-Catastrophe Reality Take-Aways

3 3 Catastrophe Landfall 2017 Atlantic Hurricane Season VAO: 9/30/17

4 4 Pre-Catastrophe Preparation Diocese Updated Hurricane Preparedness Guide to highlight checklists and processes in order or occurrence. Information meant as educational or informative was moved as supplemental. Pre-Storm we used Survey-Monkey to gather up-to - date emergency contact information from each entity. This was exported to an excel spreadsheet and saved on our fiscal drive. Beginning at 5 days out Risk Management sent out s providing the status of the storm and the checklist for the day again getting them focused. Restoration and Recovery (R&R) company was engaged before the event. Diocesan Partners Pre-catastrophe in person or telephonic meetings with Diocese prior to season. Agree upon expectations regarding claim reporting, distribution of information and roles/responsibilities. Ensuring that all interested parties have access to policy information. Set up unique loss programs to capture data and financials for future use. Provide emergency contact information to close any holes.

5 5 Example: Daily pushed to entities Good Morning All, First of all if your parish or school has not completed the survey to update hurricane contact information, please do now. Check your spam or junk folders please advise if I need to send it again. There is a contact form in the back of the hurricane guide sent out yesterday if you prefer to fill it out and send directly to me. Overnight the storm track has shifted to the northeast and of all the tracks shown our area will be impacted in some degree. The degree will depend on the path and its time over land or water. I will update you daily on its progress. In the meantime, please continue your preparations to minimize the impact to our parishes, schools, and entities. Projections begin with higher winds and rain beginning Saturday and Sunday with the worst of it on Monday according to today s forecast please plan to complete your preparations before the weekend arrives. Make sure your emergency contact numbers are updated and working. Ensure loose items outside have been properly secured and brought inside where possible. Begin installing shutters/plywood protection where possible (especially stained glass) Back up all computer records Identify vents and other openings that can be safely covered to prevent water from coming in.

6 6 Post-Catastrophe Action Diocese Master Emergency Contact list was split among the Fiscal Staff. When it was safe each member called their section and recorded the results. This was done by the first or second day after the storm. Even the Bishop had a role in the outbound communication. If damage occurred entities were instructed to call Gallagher Bassett, to ensure that all reports of damage were captured in a central digital location. When a claim was reported it was automatically forwarded to the R & R vendor and they contacted the entity to see if they needed assistance. (Many of our smaller parishes needed this assistance.) Risk Manager began the process of reviewing losses, coordinating R&R and the claims work with York (IA). Diocesan Partners Frequent and regular communication between Broker, TPA, IA, Diocese (verbal and written). Exchange of information to track reports of loss for prioritization and guidance to IA. Accountability amongst vendor partners to ensure Diocese has visibility into scale of catastrophe. Clearly communicate reserves and anticipated costs. Emphasize that this is an ever-changing situation. Post-catastrophe in person meeting to review affected entitles, damage and any support required of Diocese. Assess Diocesan support needs and address through policy or existing resources.

7 7 Post-Catastrophe Reality Diocese Loss of power made it difficult to contact everyone after the storm. Consider employing a customizable auto response system that will utilize multiple types of media delivery. Some parishes have not yet made repairs due to the cost that is within their deductible. Working on ways to help Entities better prepare financially and assist where possible. How to better assess capability of entity staff to recognize and comprehend scope of damage. Diocesan Partners Adjuster and R&R resources stretched very thin as a result of consecutive catastrophes in Always have a plan B (and C). Prepare for limited resources, such as gas, lodging and materials, which will impact the pace of adjuster visits. Increased pressure from the market and non-risk Diocesan leadership to provide information on adjuster visits, reserves, and damage estimates. Overpromised and under-delivered R&R services led to dissatisfaction at Entitles. Use TPA and Loss Prevention resources outside of season to review vendor capabilities. Contract a detail-oriented project manager to serve as a liaison between contractors and entities to ensure that contractors are held accountable for prompt delivery of service.

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9 9 Key Catastrophe Takeaways The process should be responsive and flexible depending on severity and scope of the catastrophe Be Prepared Be Proactive Be Responsive Be Flexible Be Communicative Be Professional

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