The High-Tech, High-Touch Approach Continues

2. The High-Tech, High-Touch Approach Continues

3. Audrey Selden Senior Associate Commissioner Consumer Protection

4. Disaster Response • The High-Tech, High-Touch Approach • The Strategy • Develop coordinated communication plan • Provide consumers access to detailed information • Facilitate contact with insurance carriers • Use technology to write once and publish to the world

5. Disaster Response

6. Disaster Response • Texas’ Disaster Exposure • Flooding • Hail • Tornadoes • Tropical systems/hurricanes • Thunderstorms • Ice storms • Wildfires • Non weather-related events • Pandemics

7. Catastrophe Planning • Annual Evaluation • Identify and evaluate writers in Tiers 1 and 2 • Factors: market share, exposure, financial condition, self-reported disaster preparedness and physical location • Stress-test various landfall scenarios • Contact insurers with top exposure • Evaluate the need for any regulatory action

8. Catastrophe Planning

9. Disaster Response • Coordination with State and Federal Agencies • Texas Division of Emergency Management (TDEM) • Participate in planning and training exercises • Staff State Operations Center • Support Rapid Assessment Team • Federal Emergency Management Agency (FEMA) • Staff Disaster Recovery Centers • Promote National Flood Insurance Program (NFIP)

10. Disaster Response • Assistance to Consumers • Provide insurance information to the public • Consumer Help Line: 1-800-252-3439 • Website: www.tdi.state.tx.us • Disaster “resource pages” • Consumer publications • Staff Insurance Assistance and Disaster Recovery Centers • Resolve complaints • Monitor market conduct • Conduct outreach activities

11. Disaster Response • Claims Results Evaluation • Issue data call • Collect and evaluate data • Refresh TWIA assessment information • Prepare claims results reports

12. Disaster Response http://www.tdi.state.tx.us/consumer/storms/index.html

13. Disaster Response • 2008-2009 Disaster Response Effort • Hurricane Dolly • Landfall on South Padre Island – July 23, 2008 • In the field through September 9 when Hurricane Ike entered the Gulf of Mexico • Assisted more than 2,000 consumers at DRCs • Answered more than 500 calls

14. Disaster Response • Hurricane Ike • Struck Galveston Island and the Texas coast • TDI in the field September 19, 2008 – April 10, 2009 • 250 TDI volunteers assisted more than 8,000 consumers at 60 Disaster Recovery Centers in 20 locations • Coordinated with TDEM • Frequent updates to the Hurricane Ike web page • Hurricane Ike phone bank and extended Consumer Help Line hours through January 2009 – 11,800+ calls

15. Disaster Response • H1N1 Pandemic (August 2009) • Participated in regular calls with TDEM, Texas Department of State Health Services, Animal Health Commission, and other state agencies • Pushed out information to consumers via H1N1 Flu Resource Page • Noted Centers for Disease Control and Prevention (CDC) effective use of Twitter and YouTube • Surveyed top 300 Texas insurers – three key contacts and summary of their pandemic response plan • Reviewed and refined TDI’s pandemic response plan – pushed out information to employees

16. Disaster Response • The High-Touch, High-Tech Approach Continues • Responding to 2010 Disasters • Compared to 2009 (no storms), activity may be up • Media outreach – radio, television, print • Assist consumers individually • Prepare for hurricane season – TDI training for executives and volunteers • Prepare for pandemics

17. Disaster Response http://www.tdi.state.tx.us/consumer/storms/cpmdisthunder.html

18. Disaster Response • Texas State Disaster Coalition (TSDC) • Established early 2001 • Broad membership • State agencies – TDI, TDEM, OPIC, OAG • Emergency management associations • Insurers • Trade groups • Quarterly meetings • Enhance coordination, communication, and response

19. Disaster Response http://www.tdi.state.tx.us/consumer/storms/cpmdisrole.html

20. Disaster Response http://www.tdi.state.tx.us/consumer/storms/hcoalition.html

21. Disaster Response • Work with the Insurance Industry • TSDC Issues Addressed • Coordinated disaster plan • Information sharing • Post-event access to impacted areas • Adjuster licensing • Industry preparedness (pandemics, cyber security) • Annual disaster plan survey • Annual pandemic plan survey

22. Disaster Response • TDI Disaster Survey to the Insurance Industry • Does the company have a disaster response plan? • Does the plan include information about • How the company will address increased claims activity? • How the company will oversee the claims process? • How the company will communicate to policyholders? • Does the company have a business continuity plan? • Has the plan been reviewed in the last 12 months? • Is the plan tested periodically? • Does the plan address how critical functions will be performed in the event of a pandemic?

23. Disaster Response • State and Federal Legislation • 81st Legislature – certain Gulf Coast residents must purchase flood insurance before they are eligible for Texas Windstorm Insurance Association coverage • Texas Legislature convenes January – May 2011 • U.S. Congress • National Flood Insurance Program • Department of Homeland Security • FEMA • Disaster response • Fraud prevention

24. Disaster Response • Contact Information • Consumer Help Line: 1-800-252-3439 • Fraud Hot Line: 1-888-327-8818 • Arson Hot Line: 1-877-434-7345 • www.tdi.state.tx.us