Five Disaster Relief Tips for Insurance Reps

Hurricane Sandy’s fury has passed and the sun is shining again in New Jersey, New York and other areas hard hit by the storm. An article in the Washington Post, "Hurricane May Test the Limits of Homeowners’ Insurance," estimates that more than 50 million people were affected by the storm, causing between $10 billion and $20 billion in total economic damages and between $5 billion and $10 billion in insured losses. 

In anticipation of these losses, insurance company stocks suffered, too. The storm will cause an upturn in some businesses involved in cleanup and reconstruction. It will also put a huge workload on insurance companies and their claims service teams tasked with handling an overwhelming volume of claims, phone calls and internet traffic from customers. It may also prompt those who may have neglected to get insurance to get coverage to protect their property from the next possible disaster. 

Insurance claims representatives have to handle inquiries from customers who have experienced some loss on a regular basis.  But the size and magnitude of the devastation from Hurricane Sandy, and the fact that many insurance company employees and their families may be personally affected by the storm can make it even more stressful. The ability to communicate, access to affected areas and other complications may make this event even more difficult to handle claims, do on-site estimates and other procedures necessary to process and resolve a claim.

To help teams get through this difficult time, insurance companies can offer them a form of “disaster relief.” The sheer volume of work may require longer hours, a heavier workload and taking on responsibilities not normally included in the job description. Here are some ways to deliver some internal disaster relief that boosts morale and productivity.

1. Dress down. If employees are going to have to spend extra time at work, relax the dress code so they can be comfortable.
    
2. Dress them up. Field claims reps may not have the proper clothing or safety equipment needed to wade through standing water or climb around damaged buildings or flood sites. Keeping employees safe benefits employees and can cut down on workers’ compensation claims as well.
    
3. Work it out. Companies are finding that bringing in a massage therapist to do chair massage relieves stress and works out tight muscles from sitting, keyboarding and talking on the phone for long periods of time. In just 10 or 15 minutes, employees get a break and a massage that helps them stay relaxed for hours.
    
4. Let’s eat. Food is always a winner. Bringing in lunch, dinner or some healthy snacks keeps stomachs full and employees on the job. Don’t use catering lunch for an excuse for keeping people tied to their desk or phones, however. A thirty-minute break and a free meal can lift spirits and show appreciation.
    
5. Be Facebook friendly. Or Twitter, or a text here or there. Social media isn’t just a giant gossip column in the cloud. It’s a way people keep connected with family, friends and children. Knowing you can check-in when the kids come home from school or keep up with family members affected by Sandy by reading a post on Facebook can bring down anxiety levels and help employee focus on the task at hand.

Just like real disaster relief, it comes to an end. Once the push is over, you may want to go back to the employee handbook policies that define your culture. Or, you may want to incorporate some of these relief measures or bring them back occasionally as a way to appreciate a hard-working workforce.

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