Let's face it we are all looking for better faster and more efficient ways to conduct business. From email servers, to wireless networks, the Internet, scanning all of these technological advances have dramatically changed the way we operate and conduct business in our industry. Less than 5 years ago most of us did not even have a database of email accounts for our clients. Unfortunately, a disaster like a hurricane or other event can severely limit our access to the very systems that have made us better rendering our agencies almost useless in the eyes of our clients when they need us most.
The 2004 hurricane system that caused havoc all over our great state left many in the aftermath with the realization that contingency plans to deal with technology were not well thought out. Yes, most of us had lists of employees with contact numbers and reports of all kinds with policy holder data but very few had really taken a close look at what to do without technology much less what to do without power.
First step we need to do is update our disaster plan and if you don’t have one create one. The plan should answer three important questions. What to do we to prepare before a disaster (Pre-Planning)? What to do when disaster is imminent? What to do after? Consider the following suggestions provided by The Agents Council for Technology (ACT).
- Ongoing communications with your clients spelling out what they should do in the event of a disaster and whom they should contact. Include with policy delivery insurance carrier CAT phone numbers or main claim office numbers to report claims directly.
- Consider using an automated outward bound calling service, which may help communicate a specific message to your policyholders shortly before or after an event.
- Fax blast your clients with the information. Most of us have fax server technology.
- Back up data, and make sure you can restore from offsite. Contact agency management vendor to determine if system can be loaded onto one or more of agencies laptops.
- Consider a relationship with a technology firm that has the capabilities to provide agency with emergency services such as help desk, onsite assistance and equipment to get you back to business quickly.
- Protect Internet access. FAIA used satellite and internet wireless technology to keep it running in areas affected by hurricanes in 2004.
- Purchase a generator that can run all mission critical systems.
- Determine how much access will be allowed at office. We found out that in our office we could not have access to the building until power is restored. Furthermore, once a hurricane warning is issued all tenants must vacate premise. Get what you need and assume you will not have office or access to it.
- Alternative Communications- understand the phone company’s restoration process. Know in advance how to switch your incoming phone calls to another line that is hard wired and does not depend on power. Contact telecommunications provider.
- Consider having an alternative telephone answering service. Make sure that those handling calls have been giving appropriate scripts and have the most up to date carrier claim numbers.
- Redirect phone numbers consider a “buddy” agency in another part of the state.
These are just some of the things we need to do to be ready for dealing with and without technology during and after a disaster. For more information, please visit our website at
www.iiadc.com for a free association member copy of the ACT report.