As editor of PropertyCasualty360.com, I'm often privy to compelling stories and behind-the-scenes discussions about the P&C industry that never see the light of day. It's a shame that many of these stories, which are often positive in nature, cannot be shared or publicized for a myriad of reasons, since a chief complaint I hear from insurance executives is that far too often the “media” only latches onto the negative aspects of the industry.

So today, with the help of a few of our dedicated readers, I'm bringing you an example of the good things that the people in our industry are doing.

Below is a letter I received second-hand from a catastrophe adjuster who is working one of the many disaster scenes caused by this year's record-breaking tornado season. While the working conditions described are shocking enough to shred any notion of a sunny disposition, his ultimate dedication to the job and to the policyholders in his charge shines through his inspiring account.

Due to strict company policies that prohibit communication with the media, he has requested anonymity. Special thanks to the author of the letter for allowing it to be published, and to the reader who brought it to my attention.

“For [the last few months], I was working tornado claims. The difference between the hurricanes I have worked in the past and the tornado devastation where I was located was drastic.

“With hurricanes, people know they are coming and they get out of the way, and they come back to deal with the structural and physical damage. These tornadoes are much different.

“Many times, I adjusted homes where the families did not make it. My first day of working tornado claims, I met an insured who was battered, bruised, and had a fresh cast on [their] arm. I had six more claims on my schedule that day, but I looked at [the policyholder] and knew there was no question that I needed to slow down. As important as the structural loss is, the emotional damage was just as severe.

“[The policyholder's] words are burned in my memory; this is what [they] said.”

We were all over at my brother's house. The power went out and we could see the tornado ripping through the neighborhood about two blocks away. We were all in the living room watching out the front windows when the back of the house started coming apart and everything started flying around in the house. All seven of us made it to the closet under the stairs—then the stairs disappeared from above us.
When it all stopped, I couldn't see at first because of the debris in my eyes. My brother and another friend were gone, just gone. My [significant other's] legs were wrapped around a wood beam or something, they looked like spaghetti. About two hours later, some military guys were able to get the wood off and they took [my significant other] away in a Humvee.

“[The policyholder] stared out the window for a little bit, then looked at me and said, 'I wonder if they will ever find them?' [The policyholder] was unaware that a second tornado had hit the back of the house, as there were two distinctive paths through that neighborhood.

“I handed out dozens of cases of water and granola bars to people who were just sitting in shock on the wreckage of what used to be their houses. I cannot take credit for buying the water and granola bars; there were an abundance of relief agencies in all of the hardest-hit areas. But I did make a point of stopping at these relief stations on my way in to the hardest-hit areas because I learned very quickly how many people were unaware that there was any kind of help and support at the perimeter.

“I spoke with many other adjusters while there, some couldn't take it and were bugging out. Most of all, I realized that adjusters like me needed to be there to help these people get their lives back together. Measuring the house is just as important as taking the extra three minutes to get the family photo album out from under the fallen tree and place it back in the hands of the insured.

“I realize while writing this to you that I was affected by this experience—the human experience—much more than in the past catastrophes I have worked. There is no question that I would go again if needed. But no amount of training can prepare an adjuster for that kind of human devastation. I think it boils down to the simple fact of there are those that can do it, and those who can't. It's kind of a calling…and I can do it.”

Special Reports /

The Catastrophe Call to Action

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