As disastrous wildfires recently tore through California once again, our employees went into high gear to reach customers, plan next steps for relief, and get their own feet on the ground to offer the needed face-to-face support.
From the first responders going above and beyond to save lives and property, to the devastated customers who were left with nothing but the clothes on their backs, California Casualty was there to give a helping hand to the decimated communities of Paradise, Concow and Magalia in Northern California, and the Southern California towns of Thousand Oaks and Malibu.
Our Partner Relations and Service Support Teams immediately started calling more than 530 insureds to see if they were okay, how they might be impacted, and help them if they needed to start a claim or required other support. Our employees talked to or left messages for more than 300 people.
The response was overwhelmingly positive, with many thanking California Casualty for reaching out and expressing concern for their safety. “You are even better than I thought you were,” said one policyholder, who was extremely grateful for the call. “Your call means more than words can say,” said another.
“The magnitude of the destruction, and knowing so many people were suffering, made this calling effort a lot more emotional than previous ones that we have done,” said Customer Support team member Karen.
Ruth, another Customer Support employee, said the calls were heart-wrenching at times. One insured told Ruth that she and a neighbor had barely escaped the flames, and they feared they might not make it out alive. She was beyond grateful that we called to offer compassion and caring. Ruth was able to email the customer her policy numbers and claims contact number, as well as information about how to contact the Red Cross and FEMA for additional assistance.
And Lorelei, a member of our Partner Relations team, said the calling effort made her proud to work for a company that takes the time to reach out to customers. While the magnitude of the disaster was overwhelming at times, she says one call to a retired California teacher was “life changing.”
He was in the hospital when the Woolsey fire broke out. His wife was rescued by first responders as their house was consumed by flames, but he had not been able to contact her.
“This was more than just an insurance call, it was a real connection. He needed someone to listen to him and be there for him,” Lorelei said. “He was obviously distressed, but I felt really good knowing what our company stands for and that we cared for him and his wife’s well-being. Just talking and listening to him made a difference, and he thanked me so much for doing that.”
Northern California Field Marketing Manager Christy leapt into action on the ground, meeting with insureds and bringing water, snacks and other necessities for evacuees and first responders to various locations around fire-stricken Butte County.
California Casualty Field Claims adjusters are now meeting with the hundreds of customers affected by the fires. As in past disasters, they are working with insureds to make sure their immediate needs are met, while helping them begin the long process to recovery. California Casualty will do everything in our power to lift up our customers during this devastating period in their lives.
California Casualty is there for our insureds in their greatest time of need. The people who commit to make a difference for our communities deserve financial protection with the highest levels of care, service, compassion, and understanding…which is why we exist.
As one of our adjusters said, “I think we are going to make you proud.”
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