The first order of business is to assess the office. It should be thoroughly inspected to make sure there is no damage that could place agents and their staffs in danger. Special attention needs to be placed on toppled power lines or other electrical devices that have been exposed to water damage. Roofs, doors, and walkways should also be inspected, not only for the staff's safety, but also for clients who make their way to the agency.

Agents should expect to be overwhelmed by clients and must be prepared to work long days. A plan needs to be in place so that employees have needed breaks and plenty of water and food should be available. An agent also needs to consider the possibility that some employees may need several days to attend to their own families.

Communicating with clients is key. Clients whose needs are met during the critical days following a hurricane are clients an agent can expect to be loyal for years. It is important to document all of the policyholder's information, especially when it comes to their claim information. One good way to let policyholders feel that they are important is to send out follow-up letters to let the policyholder know the agent is following the status of their claims.

Making contact with companies is also key. Agents need to be aware of how companies are preparing to handle claims and any other decisions or special actions the companies may be taking as a result of the storm.

Information and Technology

With the advent of the semi-paperless office, agents have become more and more reliant on technology. In the aftermath of a storm, it is important to have different means to provide power. One consideration is making sure that forms and other printed materials are on hand. For example, in the days before the storm, it is a smart decision to double-check claim forms to make sure there are plenty in stock. If not, there is still time to make copies before any power outages occur.

One of the main items that needs to be addressed is that all electronic information and data should be backed up, something that should be done on a daily basis. These records and devices should also be located in several off-site locations in case the agency office suffers significant damage. It is important to remember that even with the files backed up, the staff still needs the hardware to gain access to the information. That means special precautions should be taken to protect employee workstations, laptop computers, radios, and any other electrical devices.

These devices, however, need power to operate. Consider purchasing a generator and make sure you have plenty of batteries on hand to operate laptops, cell phones, and other portable electronic devices. If your agency is located in a high-risk area, it may be smart to consider a back-up facility, which can serve as a temporary office. In the days before a storm, the facility should be fully stocked with supplies and other items needed to operate an office.

Questions to Answer

The Florida Surplus Lines Service Office publishes “An Agency's Guide to Building a Disaster Plan,” which provides a detailed blueprint for creating a disaster plan. Among other things, the guide looks at five fundamental questions to consider as an agency plans for a disaster. They are as follows:

What kinds of disasters have occurred in your geographic location in the past?

Is your agency near a flood zone or in a coastal region where, along with wind damage, there could be significant storm surge?

What would be the result of the failure of an internal agency management system? These failures could include the loss of computers and databases. What are the possible problems associated with the lack of air conditioning, especially in rooms that may be temperature-controlled to protect important electronic devices?

What are the potential situations where a problem may develop due to human error? Once these situations are identified, it is important to train the staff to avoid the potential problems.

What types of risks are inherent in the construction of the office? An emphasis should be placed on mitigation to ensure that the structure can withstand as much damage as possible.