Catastrophe season - we are ready to support you
The Zurich protocol on catastrophe response has been tested several times in recent years and has proven very effective.
More than ever and in line with our claims promise, we aim to deliver a responsive, fair and consistent, specialised and easily accessible claims response – to aid with these tough times of catastrophe events.
Zurich’s initial response to a catastrophe event has three elements:
1. The engine room - dedicated Catastrophe Response Team
In the event of a catastrophe, a dedicated Catastrophe Response Team is appointed to ensure the catastrophe gets the level of attention it needs. The team is drawn from various lines of business to meet the types and number of claims expected.
Brokers and customers are informed about the notification process. Dedicated contact details including a 1800 number are widely shared by email and on Zurich’s website. The team works extended hours and weekends.
Fast and fair resolution is a priority for us during the initial response. Emergency payments and accelerated progress payments are available. Claim acknowledgements, assessor appointments and indemnity confirmations are all subject to our ‘business as usual’ timeframes.
Our everyday servicing of non-catastrophe and existing claims continues in parallel to our catastrophe response.
2. The local support - on site claims representatives
Rather than using general industry data, Zurich has its own risk database, which helps us overlay our catastrophe exposures with our client details. This means we can be more proactive in our approach.
In catastrophic situations, our claims account managers will contact specific brokers and customers to offer assistance, resolving issues on the ground and referring matters to the Catastrophe Response Team for advice.
3. The backbone - Long term vendor partners
Our brokers and customers benefit from our arrangements with trusted vendor partners in many areas. A national panel of assessors and builders is in place. Zurich’s selection and review criteria ensure that they too have a catastrophe response plan and can deploy their resources to assist us in meeting our customers’ needs.
The face of the industry – you, the insurance broker
Catastrophic events are key moments of truth for your relationship with your customers. You can truly prove your value.
Listening to your customers is the best way to assist at the outset. Telling their story helps them get over the initial shock and process what’s happened, and it helps you understand what they need and how to manage their expectations. You will also find it easier to report the incident to the insurer and get the claim under way.
For your initial response in a catastrophe, trust your judgment and your experience. If you know that the cover is in place, you don’t need to wait for our authority to commission any make-safe or emergency repair works. Quick response may help contain the damage and get customers back on their feet quicker. The more information you can provide when reporting the claim, whether by phone or email, the better we can help your clients. Claim forms are available from the Zurich website.
Find out what you can do to ensure a smooth process at claims time.