The drumbeat of faster, fiercer weather is changing how insurers and agents approach almost every aspect of how they work with insureds—before, during, and after storms. The good news: advances in technology and the ways solutions are applied can make it easier and more effective.
There are a host of technologies that carriers and emergency managers are using: new alert systems, AI-driven triage, drones, DIY claims tools, and more. The technology can warn people, size up damage, and help mitigate additional problems quickly. There are also solutions that agents can leverage, including more targeted and automated email, texting, and VOIP to deliver improved communications and faster response times to their clients. Agents not only have to think about the right solutions for their own businesses, but how they can educate their customers about how carriers are using advanced technologies to underwrite policies and process claims.
“When disaster strikes, people want answers, and fast. Technology helps fill that gap when human teams are stretched thin or unavailable,” said Francisco Lopes, CEO of Sonant AI, an AI receptionist for insurance agencies. “Having the right tools in place means agents can stay connected to clients, keep communication flowing, and reduce the panic that comes from not knowing what to do next.”
Tech in the eye of the storm
Technology has empowered agents to stay connected and responsive—even when their physical offices are offline. To stay operational during catastrophic events, agents—particularly those that have experienced multiple storms—often consider an emergency systems tech stack, one that provides for multiple backups and connects employees and customers, no matter the conditions.
“Most of the time after major hurricane events, electricity is down,” explained Al Pappalardo, Vice President at Pappalardo Agency, based in Mandeville, just outside New Orleans. “We plan for that and have forms on the web for customers that can’t get through to us by other means. And while phones don’t always work, texting usually does. In fact, when we put texting in place at the agency, even without advertising it, many clients started using it, texting their claims. I’m a big believer that every agency should have texting—it’s a significant factor both in a crisis, as well as day-to-day communication.”
There are many technology solutions that agents can take advantage of today to help in a crisis. They also create greater ongoing efficiencies. “Cloud-based phone systems route calls across teams, no matter where they’re located,” explained Lopes. “AI-driven assistants can handle high inbound call volume. And seamless integration with agency management systems and customer relationship management systems streamline follow-ups and reduce manual workloads.”
An agency’s emergency tech stack isn’t once and done—it’s constantly evolving. Pappalardo has provided a hot spot for everyone in his agency, enabling them to access systems even when the electricity is out and the phones are down. “Depending how weather patterns change over the next couple of years, I may move to satellite internet for everyone. You can actually turn the solution on and off and it has a relatively low fee, so it may turn out to be a very good option in a crisis,” he explained.
Lopes shared a recent example from Tropical Storm Chantal, which took place in July in North Carolina. “One of our clients lost power overnight, and AI kept answering calls and even collecting First Notice of Loss data,” he said.
The carrier partnership as agency superpower
Technology offered by carriers can significantly improve claim speed, accuracy, and customer satisfaction. Not only are carriers using technologies such as satellite roof inspections, light detection and ranging (LIDAR, a remote sensor that uses pulsed lasers to measure ranges), and balloon-based imagery, to improve the claims experience, they are factoring them into how they assess risk up front.
Agencies can leverage carrier tech capabilities in selling the insurance experience, but it also requires them to educate homeowners on the value of being proactive and using preventative solutions. Pappalardo has witnessed the change among his clients. “Carriers use AI and other computer programs to check satellite data for roof issues and tree overhang before they even write the policy,” he said. “Some companies have renewal AI-based roof inspections. If the AI analysis alerts underwriting to roof condition issues or trees overhanging the house, they will send out an underwriting memo ahead of time saying, ‘you need to cut these tree branches back from overhanging your roof and or we will non-renew.’ We’re explaining all this to clients and prospects in advance, so they’re prepared.”
When everything is DIY, why not insurance?
When disaster strikes, carrier Claims teams face a sudden surge in demand for help. “Communicating with policy holders, assessing damage, and resolving claims become big challenges for insurers – even those that are well prepared,” says Peter Flynn, Senior Vice President, Personal Lines Americas at Xceedance, which runs a third-party administration platform.
“We’ve built a new approach to scaling for CAT by marrying a consumer self-directed process with a team of licensed desk adjusters. At FNOL we send the policyholder a weblink to immediately scan the damage with their phone. Our adjusters then turn out estimates within hours – not weeks. Claims are settled within days – not months. It is a win-win for everyone. No waiting. No confusion.”
Pappalardo explained that clients are speeding up inspections and claims with their own photos, driven by company apps. “Insureds are taking pictures of the pipes under their sinks and other fixtures, for example. I absolutely expect that to continue to grow. It’ll still be checked by a human, but I think the days of an adjuster, boots on the ground, are not over yet, but they are fading.”
Flynn shared that do-it-yourself can be a game-changer in catastrophe zones where clients need repairs fast and adjusters are in short supply. “It’s not just faster—it’s better,” he added. “Companies are improving customer satisfaction and compressing the claim lifecycle from weeks or months to days.”
More tech, better agents
The most resilient agencies prepare early, invest in flexible tech, and communicate clearly—no matter what. Successful agencies are embracing the power of technology and its ability to improve the client experience. “The ability to maintain communication is critical. Technologies that help agencies stay responsive make a real difference when teams are unavailable. Whether it’s a storm, flood, outage, or unexpected disruption, keeping that line of communication open builds trust when it matters most,” Lopes said.
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