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Blue Cod's Catastrophe (CAT) Team is offered through the Managed Business Services department. Our experienced and trained staff can provide piece of mind in a time of uncertainty for our customers and their policyholders. In the event of a natural disaster such as an earthquake or a wind event (hurricane, tornado, or tropical storm), our CAT team can take policyholders’ First Notice of Loss (FNOL), identify claim severities, and communicate information to your customers.
Blue Cod’s CAT team consists of more than eighty staff members, consisting of our Customer Services team and more than 40 volunteers from all areas and levels of our company. Team members possess experience and training in a variety of property and casualty disciplines. Each quarter the team gathers for refresher training as a way to ensure they are fully equipped with the knowledge and understanding required to communicate with potential callers. Every year mock drills are conducted so that each member understands the potential severity of differing situations. Blue Cod's CAT team members use our own hosted technology solution, which allows them to manage whatever volumes of calls they may receive regardless of the severity of the event.
One Size Fits One
Blue Cod’s CAT team is a customizable solution for Blue Cod customers. The services offered are based on the carrier’s specific needs and wants. We can include the following:
- Loss taking with the completed FNOL forwarded to the carrier’s in-house or independent adjusters based on agreed upon workflow requirements;
- Automated claims reserving and adjuster assignment is available;
- Optional direct entry web-based FNOL capability for carriers, agents, and policyholders;
- We offer full claims check processing and related services;
- Direct support for agents is available, and extended hours of services are offered for policyholders;
- The direct access to Blue Cod’s claim system for carriers and/or agents is available through Blue Cod’s Allternet™.
The CAT Event
As soon as a CAT event is identified, carriers identify potential categories for the particular event based on severity ranging from “Minimal” to “Extensive.” Once severity is determined, the carrier will notify Blue Cod. CAT team managers will confirm the status of the event and determine staffing needs. Our CAT team shifts into gear. All CAT team members are placed on notice via email, phone, or personal contact.
Staffing needs are established based on the ten CAT groups on the team. For a minimal event, CAT groups one through three are called and can handle up to 2,500 calls per day. For a more extensive event all ten CAT groups - the entire team - is activated; they can handle more than 8,000 calls per day.
Once the CAT team is activated, they are ready to take calls. Blue Cod’s Technical Services team is on hand to provide infrastructure support while our Managed IT Services (MITS) and Application Support (APPS) teams provide application and system support. All support teams are on site for the entire duration of the event, including extended hours, if they are required.
As the calls decrease, staffing is relocated based on necessity. Some CAT team members may be called to assist with check issuance, mailings, or other support services. Our CAT team has successfully handled several events, including Hurricane Dolly, Tropical Storm Fay, and Hurricane Ike.
Post-CAT Review
Blue Cod conducts a post-event, internal evaluation to identify any training, software, workflow, or other improvements that may be needed. We also host post event wrap-ups with our customers to discuss any questions or concerns. Blue Cod is confident that in working with our customers, we can successfully handle all aspects of the event and provide high quality service to their policyholders. |
