Dedicated Catastrophe Response Resources
Our sustained investment in innovative catastrophe response strategies sets Travelers apart from our peers. We handle customer claims, including all catastrophe (CAT) claims, with specially trained Travelers employees; we do not generally contract CAT claims to third-party adjusters. We employ more than 300 dedicated catastrophe response specialists across North America, prepared to deploy on 24 hours’ notice. Operational and logistical support specialists at the National Catastrophe Center support this CAT team, which also partners closely with our nearly 2,000 property Claim professionals to respond to losses promptly, efficiently and compassionately.
In 2020, we were faced with the unique challenge of responding to an unprecedented number of CAT events in the midst of the COVID-19 pandemic. We were nonetheless able to adjust virtually 100% of our claims with our own employees. Our in-house claim capability allowed us to quickly implement procedures to process claims virtually when possible, and safely in person when needed, to resolve claims quickly and accurately with a consistently high standard of customer service. This capability is a competitive advantage that results in a better outcome for our customers and a more efficient outcome for us.
Our sophisticated workforce management programs help us quickly organize, triage and deploy Claim professionals with the right expertise to the affected area. We leverage the power of 30,000 employees to support our response efforts in the event of a large catastrophe. We make considerable investments in training our Claim staff and cross-train thousands of employees to handle lower-severity catastrophe claims. This allows our catastrophe and claim experts to focus on high-severity claims without sacrificing quality.
Our team follows a catastrophe playbook that includes resource deployment and communication to our customers throughout our process. Our Claim department regularly conducts tabletop exercises to test our readiness to respond to different disaster scenarios, including storms, wildfires, earthquakes, cyber attacks and man-made events. The purpose of these exercises is to evaluate and improve our response to events, identify any gaps in resources and implement a coordinated recovery strategy that prioritizes resources required for the response.
Our fleet of self-contained Mobile Claim Offices brings immediate claim service to our customers, who can stay connected using our satellite technology and power their smart devices at our generator-driven charging stations. In 2020, we designed and implemented COVID-19 safety and social distancing protocols to safely deploy our Mobile Claim Offices to support our customers following a catastrophe.
Our National Catastrophe Center, staffed by full-time catastrophe management professionals, allows us to plan and coordinate response activities in a secure environment away from the disaster area – before, during and after an event. Equipped with state-of-the-art tools, such as the Global Forecast System, this “command center” monitors weather 24 hours a day, seven days per week, and overlays patterns with claim trends and our customers’ locations. This approach enables us to identify potential events early and to transform information quickly into action.
For more information about how we help our customers and agents manage catastrophic weather events, see our video about Travelers Emergency Response.