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The Cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence. 12 th September - Istanbul Georg Feierabend, Property Claims Manager, Europe/Latin America. The insurer. First steps before the Occurrence . 1. Review Corporate Catastrophe Plan - PowerPoint PPT Presentation
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THE COOPERATION OF INSURERS, LOSS ADJUSTERS AND REINSURERS BEFORE A LARGE LOSS OCCURRENCE
12th September - Istanbul
Georg Feierabend, Property Claims Manager, Europe/Latin America
First steps before the Occurrence
1. Review Corporate Catastrophe Plan
Establish employee internal teams and duties
Identify and prepare alternate place to conduct business
Data base back ups
Review employee personal contingency plans
2. Secure Portfolio Information
List of probable loss by CRESTA Zone
Aggregates by risk
3. Local and International Adjuster Teams Selection
Establish Rates
Secure Agreements and Service Providers Contracts
Prepare uniformed forms and instructions as to the construction costs and unitary prices
Secure list of Approved Experts
Inspect high exposure risks
The insurer
The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence 2
Critical Issues
1. Shortage of experienced licensed Adjusters
2. Shortage of resources to handle BI claims
3. Insufficiency of Insured’s information
4. Inadequate Insured's business recovery plans
5. Lack of employees recovery plans
The insurer
The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence 3
4
Preparation before an occurrence (1/2)
The reinsurer shall:
Work out together with the cedent NatCat contingency plans that can be adapted for the individual local application
Check the capabilities of loss adjuster companies, recommend loss adjusters and restoration companies with proven expertise and good reputation (regional as well as international background and network).
Carry out inspections together with the cedent to learn about quality standards of the local risks and work out improvement strategies, if necessary
The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
The reinsurer
5
Preparation before an occurrence (2/2)
Cooperation with the loss adjuster and the insurer to optimize the reporting.
Munich Re is interested in detailed reports about large single losses.
For smaller losses, it is necessary to provide bordereaux showing all affected risks and every single loss amount.
For complex losses and losses on facultative risks, the involvement of the reinsurer is generally necessary and shall be initiated by the client.
The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
The reinsurer
6
After the occurrence
The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
The reinsurer
The reinsurer establishes reserves and submits advance payments according to loss estimates of the insurers, confirmed by statistical models of natural perils experts of the reinsurer.
Models of insurers and reinsurers/brokers should be aligned in close cooperation before loss occurrences to avoid large discrepancies in case of an event.
MunichRe offers local support with claims manager(s) and/or accounting personnel to improve and accelerate the cooperation between insurer, reinsurer, loss adjuster and insured.
7
Preparation phase– coordination of activities between parties involved
No. Insurer Insurer Reinsurer AdjusterVolum. anal.
expert
Accounting expert
Restoration company Insured
1 Identify Cat scenarios and areas of risks that may be affected X X X X
2 Elaborate own business continuity plan X X
3 Review general policy terms X ●
4 Issue policies and properly inform insureds on scope of cover and limits X
5 Inspect the risks and draw up loss prevention recommendations X ● X
6 Agree collaboration with adjusters, experts and restoration companies X X X X X X
7 Obtain individual contingency plans for adjusters, experts and restoration companies X X X X X
8 Obtain individual contingency plans from adjusters, experts and restoration companies X X X
9 Inform loss adjusters and accounting experts on scope of covers and limits X X X
10 Agree on method of reporting X X X X
11 Prepare check lists X X
12 Establish funds for dealing with losses immediately X X
13 Annual meeting: to update contingency plans with all parties involved (for hurricane scenarios, before the start of the hurricane season) X X X
X = involved party; ● = Optional The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
8
Actions following the NatCat occurrence coordination of activities between parties involved
No. Insurer Insurer Reinsurer AdjusterVolum. anal.
expert
Accounting expert
Restoration company Insured
1 Organize an emergency meeting to coordinate concrete activities when a hurricane is imminent or in the immediate aftermath of a cat event X ● X X X X
2 Quantification of staff needs X X X X X
3 Assign specific works and tasks X X X X X
4 Instruct/engage adjusters, experts and restoration companies X ● X X X X
5 Inform again loss adjusters and accounting experts on scope of covers and limits X X X
6 Coordinate travel to the disaster area X X X
7 Coordinate lodging and service offices X X X X
8 Purchase / hire of generating equipment and fuel, including operating and servicing personnel X X X
9 Coordinate mobilisation of restoration equipment and materials X
10 Mobilisation to the disaster area X X X X
11 Obtain accommodation / food / drink in the disaster area X X X
12 Mobilisation of equipment and material X X
13 Set up provisional / temporary offices, workshops for restoration work X X X
14 Hire sheds to carry out the restoration work and keep the salvaged goods X X X
15 Inspect the risks affected / agree on measures to minimise damage X ● X X X X
16 Start restoration work asap X X X
17 Estimate of total damage X X X X
X = involved party; ● = Optional The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
9
Loss Adjusting– coordination of activities between parties involved
No. Insurer Insurer Reinsurer AdjusterVolum. anal.
expert
Accounting expert
Restoration company Insured
1 Carry out survey, evaluation and documentation of individual losses together with the Insured’s representatives X ● X X X X
2 Clearly separate direct damage from improvements or normal maintenance works X X X X
3 Draw up correct basis for unit prices and labour X X X
4 Estimate real cost of indemnifiable repairs and fix property damage reserves X X X
5 Coordinate repair and replacement work X X
6 Obtain financial data on the operation affected X X X
7 Estimate repair times and establish LOP reserves X X X
8 Recommend advanced payments where appropriate X
9 Advanced payments where appropriate X X
10 Verify appropriate execution of repair / replacement work affected X X X X
11 Obtain and verify invoices for repair / replacement X X
12 Quantification and sale of salvage X X
13 Final report on property damage X
14 Obtain accounting data on all of the property affected X X X
15 Verify that operations are resumed after completion of repairs
16 Final indemnity payment X
17 Final indemnity payment X X
18 Draw up recommendations to avoid similar / identical losses in the future or at least minimize them as far as possible X X X
X = involved party; ● = Optional The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
NatCat Claims Management
Individualmajor claims
Mass Claims: Very large number
of small / medium size
claims
Two different groups of claims that have to be tackled using different strategies
Residential risks Commercial / industrial risks
10The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
Experienced Example
27FChile
27 Feb. 2010
Earthquake of magnitude 8.8 Richter
+ tsunami
Casualties: ~ 500
Insured loss: US$ 8bn
Munich Re reserve: US$ 1.1bn
The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence 11
12
Munich Re …
installed a task force in Santiago 5 days after the event
contacted the cedents immediately and offered quick support in form of advanced payments
agreed with cedents efficient processes, for e.g. adjusting massive numbers of small claims
showed continuous local presence for the whole year 2010 with claims managers actively participating in loss surveys
consulted the cedents in selecting loss adjusters or forensic accountants for large, complex claims
conducted claims reviews at the claims dept. of ceding companies
collaborated with the local association of insurers for drafting lessons learnt
The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
13
The Chilean Insurance Market in the immediate aftermath of the event
Weakness of the infrastructure in the affected area aggravated the situation
- Utilities (electricity, water, telephones/communication network incl. cell phones) interrupted for several days
- Damaged roads, fallen bridges, i.e. difficult access
- Hotel capacities largely reduced
Curfew limited the mobility during the initial weeks
Employees of industrial companies did not go to work for several days in order to stay with their families.
Lack of manpower and of construction material retarded the beginning of loss minimisation measures and of repair works.
The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
14
Problems related to the loss adjusting process
Chilean law allows adjustment only to locally authorised loss adjusting companies
Chilean law requires full settlement of claims affecting private lines within a timeframe of 3 months from the date of the loss notification. Enforcement by the Superintendencia de Valores y Seguros, Chile (SVS)
Mass losses at private buildings/apartments (mortgage insurance)
- Multiple loss notifications from the insured, the broker or the bank
- One building/several owners/different insurance policies
- Difficulties to decide on demolition vs. repair
Large industrial risks: Lack of clarity of certain insurance policies, i.e. on sums insured for business interruption
Uncertainties regarding preliminary loss estimates, in particular with business interruption claims
“Public Adjusters” who work for the insured and raise expectation of higher indemnifications The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
15
Role of the Loss Adjusters
Number of loss notifications superseded by far the initially available capacity of local loss adjusters
For the adjustment of large, complex losses some of the local loss adjusters had to require the help of their own or affiliated international organisations as well as forensic accountants expert in business interruption losses
After 4 – 6 weeks the loss adjusters managed to drastically increase their capacity in terms of manpower, office space, office equipment and could start to work efficiently
Due to the very large number of claims the loss adjusters could not comply entirely with the SVS requirements. They had to demand for and obtained a general postponement of the compulsory time limit of 3 months for claims settlement.
By the end of 2010 the vast majority of the householders claims could be settled
The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
16
Total 31 Aug. 2010 28 Feb. 2011Paid indemnification: USD 2.190 bn USD 4.656 bn
Commercial / Industrial 31 Aug. 2010 28 Feb. 2011Number of claims notifications: 31,866 31,811
Liquidated claims: 16,970 28,294Closed claims (paid or to be paid): 8,793 15,666Not indemnifiable (e.g. below deductibles): 7,298 12,152Paid indemnification: USD 3.365 bn
Homeowners 31 Aug. 2010 28 Feb. 2011Number of claims notifications: 190,199 189,491
Liquidated claims: 156,242 188,478Closed claims (paid or to be paid): 105,694 125,904Not indemnifiable (e.g. below deductibles): 46,336 62,574Paid indemnification: USD 1.291 bn
Statistics
The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
Mass Claims - Impact of Deductibles
Regulations in Chile
Deductibles are regulated for residential and commercial risks as follows:
• Residential risks: 1% of sum insured, min. UF 25 (approx. USD 1.000)
• Commercial risks: 2% of sum insured, min. UF 50 (approx. USD 2.000)
Consequences
Homeowners started complaining against the height of the deductibles and this turned out to be a political issue. The Superintendency (SVS) asked the insurance industry to withdraw the deductibles.
The insurance industry did not accept and explained why deductibles are absolutely needed in case of NatCat.
17The co-operation of insurers, loss adjusters and reinsurers before a large loss occurrence
0 25 50 750
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
Claims below deductible (22.000)
Number of Claims vs. Deductible [UF]
Mass Claims – Residential Risks Portfolio (example)Number of Claims
Deductible [UF]
Num
ber o
f cla
ims
UF 1 = approx. USD 40
The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence 18
19
0 25 50 750
20,000,000
40,000,000
60,000,000
80,000,000
100,000,000
120,000,000
140,000,000
Deductible [UF]
Indemnity 100% [USD] vs Deductible [UF]UF 1 = approx. USD 40
Claims below deductible (ca. USD 28 m)
Mass Claims – Residential Risks Portfolio (example)Amount of Indemnity
The cooperation of insurers, loss adjusters and reinsurers before a large loss occurrence
Georg Feierabend
THANK YOU FOR YOUR ATTENTIONLET’S WORK TOGETHER!