Catastrophe Services

Over the years we have determined that the basics for dealing with hurricanes are the following:

- Pre-planning
- Systems
- Staffing
- Experience
- Efficiency and accuracy
- Consistency
- Adaptability

Pre-Planning
It is very difficult to gauge workload prior to a hurricane. There is some pre-planning that can be done to a degree where Insurers can assume the number of claims per island in The Bahamas from various categories of hurricane. Discussions between Insurers and ourselves can assist, considerably, in determining the likely staffing levels if and when a hurricane strikes one or several islands in The Bahamas.

From our point of view, we arrange availability of adjusters in advance of the hurricane season and we provide dedicated teams to clients, as required.

Systems
Our claims management system (CCCMS) is a state of the art software package with the system installed locally in each Catastrophe Office. Most other systems are web or email based which can be disastrous after a hurricane because Internet communications from islands hit by a storm are almost always limited, inconsistent and more often than not, not available for days, weeks and in some cases, months. You can imagine how disorganized a CAT team would be if their web-based claim data was not available.

CCCMS is installed in each Catastrophe Office where data is entered, Status Reports processed and bordereaux generated for our staff and clients. Data is then uploaded to our web server, when the Internet is available, or sent frequently via overnight mail to our data center. Once uploaded to the CCCMS web site, Status Reports, photos and bordereaux are available to our clients with Internet access and proper login IDs and passwords.

We also have the Estimator, a program designed specifically to write repair estimates for damage caused by catastrophes. Costs frequently vary greatly after a catastrophe. Unlike other estimating software that relies on labour, material and unit cost figures developed for a foreign location, The Estimator pricing is based on local repair costs for each catastrophe, determined by a team comprised of insurance companies, our staff and the construction industry. The pricing structure can be adjusted for each island involved in the catastrophe.

Staffing
We are able to bring in adjusters and support staff either before or soon after a hurricane. Experience tells us that it is wise to bring in staff after a hurricane so that teams can be deployed to the affected islands, as necessary. We are able to form teams for each island and identify team leaders from the outset and dependent on the severity of the hurricane and the island affected, we can determine the appropriate matrix that forms the adjusting team.

We ensure support staff are available from the off so that data can be input into CCCMS and that the support staff can field telephone calls and produce reports from the outset.

We continuously review staffing levels to maintain adequate cover and efficiency in settling claims.

Experience
Our team has been directly involved in handling over 17,000 claims that have arisen from all eleven hurricanes that have hit the Bahamas since 1999 (through 2012). Our Managing Director Iain Parish has managed the CAT teams for all of these occasions and has consistently been able to motivate the catastrophe teams and provide clients efficient and fair claims settling solutions.

We have agreements with world wide claims adjusting companies who are able to provide adjusters from offices throughout the world, notably from Canada, UK, Australia and South Africa. They were able to provide over 40 adjusters for the large hurricanes of 1999 and 2004.

Efficiency and Accuracy
CCCMS saves time and produces reporting, billing, management data and bordereaux of all open and all closed claim files.

Each team manager checks and validates reports before issue to the client. Adjusters' queries are addressed by team managers on a daily basis and policy documents are readily available to all adjusters for them to check coverage issues.

CCCMS enables our staff to produce reports efficiently, achieving benefits consistently proven over the years. By inputting claims into CCCMS upon receipt of an instruction, adjusters only need to set the appropriate reserves and detail the remarks that they want to go into the body of the report. The process saves time and reduces opportunities for error, producing significant time savings and a higher quality and more reliable product.

Consistency
Each adjuster is trained to measure and price damage using pre-agreed repair rates prepared by Technical Adjusters Bahamas Ltd.

Photos are captured in CCCMS and are appended to reports that are issued. Reports, photos and file notes can be reviewed by the client online.

Adaptability
Assignment levels are monitored to ensure adequate staffing cover. Daily meetings and reviews are conducted with Insurers and VIP clients of yours, and urgent matters are or can be fast-tracked by dedicated team members.

Large claims are handled by a team of experienced adjusters, quantity surveyors and accountants.

There will always be complaints in a catastrophe situation; some are justified, some are not. However each complaint needs to be handled efficiently and fairly.

Close scrutiny of builders' estimates is done to identify collusion and rogue entities.

In addition claims put forward by public adjusters are carefully dealt with. Claim submissions made by public adjusters are copied and sent to the Insured who receive a letter from us asking them to confirm that the amount of claim submitted by their public adjuster meets with their approval. Accompanying the letter is a copy of the policy wording and we refer the Insured to the terms and conditions of the policy wording to ensure that they are fully aware of what their public adjuster is providing us and what their obligations under the terms of the policy are to you.