Catastrophe Response Runbook

Use this template to coordinate claims surge operations after storms, fires, or major events.

Template Metadata

Event Overview

Define event name, geography, affected lines, expected volume, and activation criteria.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Command Structure

List incident leads, decision rights, daily cadence, and escalation contacts.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Staffing and Capacity

Document surge staffing, adjuster allocation, overtime rules, and vendor support.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Claim Triage Rules

Explain severity categories, vulnerable customer handling, emergency payments, and field inspection priority.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Vendor and Partner Coordination

List independent adjusters, restoration vendors, engineers, contact centers, and SLAs.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Customer and Broker Communications

Provide portal notices, scripts, SMS/email cadence, and regulatory complaint routing.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Reporting and Closeout

Define operational dashboards, regulator reports, reserve reviews, and lessons learned.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Review and Signoff

Document review conclusions, approvals, unresolved items, and next review date.