NU Online News Service, May 17, 1:03 a.m.EDT

Thanks to the dramatic growth of social media – and its embraceby insurers – individuals obtained real-time informationfollowing recent devastating tornadoes and the ensuingflooding.

Insurers are using these platforms to connect withpolicyholders, the media, and local, state and federalleaders. The latest tornadoes offer a case study of howcommunications between insurers and the public have dramaticallychanged - and how this transformation is helping insurersprovide better customer service to those in need.

AlfaInsurance used Facebook and Twitter to provideupdates on how Alfa is responding to the recent devastatingtornadoes in Alabama.

Alfa posted on Facebook, “The Alfa Mobile Response Unitcontinues to service its policyholders in the hardest hit areas ofnorth Alabama. The MRU has moved from it location in Culman toour office in Athens, AL located at 15724 E. Limestone Rd. near theLimestone and Madison county line.”

The insurer also posted a video on its YouTube channelabout storm claims and posted a recent television interviewabout the insurance industry's response to the tornadoes whichfeatured an Alfa employee working with policyholders inTuscaloosa – an area significantly impacted by the April tornadooutbreak.

On April 18 AmicaInsurance tweeted, ”Tornadoes can strike anywhere,anytime. Amica offers tips to help make sure your family isprepared. http://bit.ly/AmicaTornadoTips“

ShelterInsurance also used Facebook. A post read, ”Shelter'sStorm teams continue to help customers affected by the stormssweeping across the country. After the April 27 storms, we aresending Storm Response vehicles and teams to 2175 Spring Place Rd.,Cleveland, TN, and Smithville, MS. If you are a Shelter customeraffected by these storms have damage to your property or cars, call1-800-SHELTER (1-800-743-5837) as soon as possible or report yourclaim here.”

On April 27 Westfield Insurance issued a timely blog post, ”Will You Be Caught Unprepared in a Tornado?”and recently took to their Twitter account toshare advice for flooded homeowners and issue important telephonenumbers.

PCI used Twitter and Facebook to push insuranceclaims hotline numbers and tips to citizens, the media andpolicymakers during the recent tornadoes and floods through tweetssuch as “PCI offers tornado recovery tips for those affectedby Wednesday's outbreak across the southeastern U.S.: http://tinyurl.com/3ulcw8x”.

Additionally, insurers used social media outlets to sharepictures and details of community-outreach events. A recentFacebook post byCOUNTRY Financial shows employees packing boxes of foodfor tornado victims.

In the social media space there are also concrete examples ofinsurers, public leaders, the business community, and media outletsworking closely together to share information with citizenswho need it most.

Alfa Insurance recently posted to its Facebook pageastatement from the State Attorney General warning against fraudand price-gouging.

In addition to posting about response efforts, the FederalEmergency Management Agency helped spread the wordon Facebook about Tide Loads of Hope, a programthat helps provide clean clothes and comfort to families affectedby disaster.

PCI regularly posts updates to the Weather ChannelFacebook page, which now has more than 380,000 fans and hasbecome a go-to place for information when bad weatherstrikes.

Insurers recognize that social media creates new opportunitiesto connect with, and help, policyholders in need in realtime. From a reputation management perspective, insurers alsorealize that it is critical that they are part of social mediaconversations when events like the recent tornadoes and floodsstrike.

As hurricane season quickly approaches, policyholders, themedia, and public officials should turn to Facebook and Twitter tolearn how to get prepared. Insurers will be there ready tohelp.