South Lake Tahoe Fire
Date: 7/6/2007Contact: Joan Barrett/800-690-0070
If there were such a thing a good disaster, this latest forest fire that claimed 254 homes in the South Lake Tahoe was so well-anticipated and the initial recovery process executed so flawlessly that it is tempting to call it that. The teamwork between the government agencies and insurance carriers was smooth, according to the adjusters and managers on the scene, with none of the chaotic lack of information that people experienced in other, well-publicized catastrophes.
Art Khan of AAA Northern California and Nevada joined the CAT team lead by Bob Black and Neal Bonrud in South Shore early on after the fire. “Everyone came together for this team effort” Art said, “vacations were voluntarily cancelled and adjusters came in from Colorado Springs, Las Vegas as well as the Sacramento Region.” “This has been a really positive experience” Art related, “AAA’s distribution of debit cards to the evacuated policyholders was tremendously helpful in making our insureds feel like we were there for them. They could use the cards anywhere- for hotel rent, clothing and food- the basic services right now. We removed the step of going to the bank for them in order to start their recovery process. ”
“It was a very emotional time for most of these folks and we are very happy to have been a source of some comfort for them.” Art said. The lovely bouquets that AAA sent to the temporary quarters of people who had experienced a total loss were a way that the company tried to let their policyholders know that the company sympathized with their loss.
Art said that cooperation between the CAT adjusters was much in evidence, AAA dropped off area maps to the other carrier’s mobile vans and field inspectors. The Farmers adjusters fired up a barbeque and invited adjusters from other carriers to take a break for lunch.
AAA sent both Homeowners and Auto adjusters to the Disaster Assistance Site, temporarily housed in the Lake Tahoe Community College building. Allstate’s bus was parked outside, and Liberty Mutual, Allied, State Farm, CSAA and USAA had manned tables in the insurance room and shared encouragement and tissues among the policyholders gathered in the emotionally charged atmosphere to start their claims processes.
The local government had a large room with manned tables to provide help for just about any problem the fire’s victims had to face. There were counselors for trauma, Salvation Army workers distributed clothing for people that had evacuated with the clothes on their back, the Department of Insurance area was staffed for questions about insurance issues, as well as representatives from the County building departments, Contractors Licensing Board, DMV and Red Cross.
Nash Guaracha of Allied Insurance said “The Office of Emergency Services has done an outstanding job of anticipating the needs of the community in a crisis situation. They have been extremely helpful in providing information and maps of the damaged areas.”
Maureen Swartz of USAA agreed “When we and the policyholders get updated information on a regular basis, it gives us the ability to reassure people with facts, not guesses.” “I’ve never before been in a CAT situation when we were given information on the fire damage on a lot by lot basis. “
Gerardo Chirino of Liberty Mutual Insurance said “This CAT went very well. I think that the carriers, the government agencies and social services agencies learned a great deal from the wildfires in 2003.” “This central location is such a good one, there is plenty of room for all the services available and parking is ample. It is much more productive dealing with policyholders who are not frustrated; it allows us to get right to the heart of the matter without having to listen to complaints about a government or other unrelated issues . When the policyholder has a check for their immediate basic needs in hand, they are more ready to go to the next step.”
Maureen Swartz of USAA was also very positive on the subject, “I was amazed that the first town meeting was held the day after the fire began and that it was so well-attended. This community is very tightly knit and they do watch out for one another. The signs along the main artery through town are draped with hand made tributes to the firefighters, decorated with hearts and thanks.” Maureen also noticed “there are a lot more vendors around asking about homeowners that need help than there are homeowners asking about vendors. I have observed that they are going to try to use local contractors whenever possible.”
Patti Kelly and Ken Waring of Allstate Insurance were on hand in the large and well-appointed bus that serves as CAT office for multi adjusters to meet clients and begin the process their claims. Ken, who ‘lives in Arizona and works in the USA’ says, “Allstate has met all the customers that need help in this area. Now we start work on the claims.”