As the hurricane season progressed in the southern United States, the storms vied for headlines with the presidential election and the war in Iraq. In that faraway country, our military labors vigorously to establish order and replace chaos with an elected government. There is another army, however, that deserves special mention: the army of insurance professionals, mostly property adjusters, that has been dispatched for many months of catastrophe duty.
These cat teams disrupt their personal lives, leave their families, and exchange the comforts and routines of their homes and offices for the rigors of life in the wake of recent storms. Challenges abound, from securing housing (typically, roadside motels) to finding policyholders' properties, many of which have been washed away or so badly damaged as to be unrecognizable.
The working conditions are abysmal. Damage and destruction are everywhere, as are heartbroken home owners and business people. The days are long, usually from sun up to sun down at loss sites, followed by nights filled with paperwork and claim processing. All of this with one eye on the long range weather forecast and the threat of the next storm's taking shape in the Caribbean.
For any of us who have had the experience of working or witnessing cat duty, including those of us who serve the insurance industry as attorneys, accountants, appraisers, and salvors, emotions reach terrible lows and wonderful highs. The lows flow from the dislocation, the disruption, the isolation, the working conditions, the long hours, and the seemingly endless stream of claims. The highs come from truly being of assistance and service, making real differences in the lives of policyholders, and helping people get their lives back together. In the insurance world, cat duty is where the rubber meets the road, where the promises are kept.
Each hurricane season is bracketed by the first storm and, several months later, by the last storm of the year. As those of us back at the office go about our daily routines, we should take a moment to think about our army, largely invisible, that toils daily in the battle to restore order to the lives of thousands of policyholders and to thousands of acres of storm-ravaged properties and businesses. They represent the true front line of the insurance industry — a front line that delivers and reinforces the most basic commitments of service and indemnity.
Joseph Gerber is a senior partner with the law firm Cozen O'Connor.
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