ERIE Prepared to Protect with Quick CAT Response — Video Transcript

Announcer: The National Weather Service has issued a tornado warning for the local viewing area. If you are in the path of this destructive tornado, take cover immediately.

Vice President of Claims Service and Support James Horvat:
During the last two years we’ve had the equivalent of two one-in-one-hundred-year storm events. During the first six months of 2011 we have already experienced 61,000 weather related claims.

Customer Eric Milchak:
When we heard the noise we went into the other room and got down on the floor, and just heard glass breaking all over.

And so we hurried up and jumped in here and jumped on the floor right here, next to this dresser right here on the floor.

The back end of the house had fallen down, and I was trapped inside of the house and I couldn’t get out. One of my neighbors came over and was able to get a board and try to pry it open enough so we could get out.

Agent Kevin Manning:
There were about four or five waves. This is the result of this that first wave. We had some clients call us with stuff as small as just as a tree down in the yard and as the waves came through they got progressively worse throughout the day, and today what we found out is that those same people that called us early on the first wave yesterday the damage was so much more significant that now they have trees all over their houses.

Claims Adjuster Clint Quarles:
The first question I ask them is “are you okay,” and as long as they are okay then we’ll move onto the other stuff. I have a job to do, but to me the personal aspect of it is just as important — if not more important — than the job that I am here to do because this just shouldn’t be about me writing an estimate, figuring out replacement cost, that sort of thing. This is their life, their home; it is personal to me because I hate to see someone go through this.

Agent Kevin Manning:
As of this morning we had 15 claims. They vary from trees down in yards to this sort of disaster, just horrendous damage.

Customer Eric Milchak:
I am just glad for the quick response that ERIE was able to give me and my family and the support that they have given us so far.

Customer Peter Woodham:
I live in Charlotte, North Carolina, and we have had our share of the storms this year with hail storms and a lot of damage in the city. We had planned to go get away for the weekend and go to the beach for the weekend and decided to stop by my father-in-law’s house in Sanford, North Carolina, which is just outside of Raleigh. We weren’t out of the car more than 15 minutes when a tornado came up his driveway and took out his house, took out the cars in the driveway. We had heard it was coming so we were huddled in the hallway. The tornado came through and blew out all the windows in the house. There was a pine forest outside and it had been taken off like a weed whacker had come through the pine forest and wiped out all the tops of all the trees. The tornado occurred on a Saturday, and so I was kind of surprised when I called the 800 number for ERIE that I received anybody and even more surprised when they transferred me to a local person in Raleigh. Her name was Kathy and she did a fantastic job of helping me out and letting me know everything that I needed to know, because I was quite honestly a nervous wreck at that point in time. But she gave me a step-by-step procedure as to what was going to happen and how it was going to happen, and actually she even called me back on Sunday, which was the following day, to make sure that I understood everything ’cause she could tell I was probably nervous.

Material Damage Adjuster Jason Paxton:
I met with Mr. Woodham and inspected his vehicle. I didn’t feel like the vehicle was very safe to drive at that point due to the large amount of glass inside the vehicle, so I assisted Mr. Woodham in selecting a local repair shop. Once the vehicle was cleaned up, it was reinspected and found that the vehicle had more damage and was in fact a total loss. So at that point the claim was transferred to our total loss specialists.

Material Damage Inside Adjuster Demond Jones:
I got in contact with Mr. Woodham and went over the total loss procedure with him, in regard to what we were going to send out to him and the paperwork and the documentation. I did leave my contact information with any questions he may have later on down the road, and in fact he did give me a call back, had a few questions that we addressed at that point in time. Once he was set at ease I went ahead and issued the payment to him for the damages to his vehicle and advised him to call me with any other concerns he may have.

Customer Charles Davidson:
That day was a normal day. We had worked, came in, everyone had gone home. I stayed here and worked in the shop until late that night. The skies looked awful strange going home. About 3:00 in the morning dad calls and tells me what happened and so I come up and was not prepared for what I saw. Both buildings were torn to pieces. My aunt’s home was completely destroyed. We had already found out she had passed away. The lot was completely strewn with debris from other places. Most of the stuff came off of our business. I have no idea where most of it went. Peoples’ lives completely in rubble. I don’t know how you describe that. I don’t know if pictures really do any justice for it.

Agent Jason Barnes:
I tried to go down that morning and it was just a bad situation. They had the interstate closed. The adjusters at the Roanoke branch and the Richmond branch had sort of taken over the claim.

Claims Manager James Weaver:
Mr. Davidson had several questions about how things would be coordinated with his equipment, his buildings, his business. I was able to answer those questions, contact a few people while I was on the scene. We were able to set his mind at ease.

Customer Charles Davidson:
Never dealing with this I had no idea, but they explained everything to us and how what coverage would cover what and how it would help us get our office back. Anytime we have had a problem or anything at all, ERIE has gone out of their way to help us, and this is no different. They have really helped.

Vice President and Claims Manager Bill Stevens:
I can remember March 23 like it was yesterday. We had a severe hail storm, along with a tornado in an area that we normally don’t expect those types of weather events.

Agent Richard Cassidy:
Over the last 20 years we have never had a storm like this that produced the sheer number of claims. Our employees, from the time they got in to the office until the time they left, they were handling and taking these claims for our customers. The ERIE claims people helped us tremendously in coordinating things with our customers. We had a lot of call-backs, a lot of back and forth with customers and the claims adjusters, and the claims adjusters did a great job in handling those clients because our customers said ERIE was awesome.

Vice President and Claims Manager Bill Stevens:
Claims started coming in immediately and have continued on a regular basis to this day. We set up 8 drive-ins initially to help service customers, where they would bring their autos into these locations and they would be serviced much quicker, and by far a large portion of those were from the Kattan-Ferretti Agency.

Agent Richard Cassidy:
Bill Stevens stepped in from the very beginning and as one of my employees said “he was a rock star.” He took care of everything for us. We would email him and he would email us directly back, quick, on the spot and made things easy for us in handling the number of claims that we were getting immediately following that storm.

Vice President of Claims Service and Support James Horvat:
ERIE has an emergency response plan that is a living document, a flexible plan. Depending on the size of the weather event, we put together a call back center. We bring individuals from all over the organization, whether it is customer service, underwriting or the accounting divisions; and the purpose is to contact our policyholder, let them know we have people in the area, and also determine the severity of the loss. If it is more of a severe nature then we will escalate the claim to the field quicker. The adjusters in the field of our affected offices are always our first line of defense and then depending on the size of the event we will bring in our first response team comprised of reinspectors, we will bring in adjusters from other offices to supplement it, and for the very large events we will bring in independent adjusters.

Executive Vice President Chip Dufala:
We continue to invest in our claims operations and our service delivery processes. We recently acquired three new catastrophic response vehicles that should help in the future as new catastrophic events appear.

Agent Richard Cassidy:
When a customer buys insurance, to them they are buying a piece of paper. They don’t realize how good that piece of paper is until they need it.

Customer Charles Davidson:
I would tell people that ERIE will help. But you never know how much until something like this happens.

Vice President and Claims Manager Bill Stevens:
When an agent sells a policy to a new customer, they are promising them that when they have a claim they will receive exceptional customer service, and that is exactly what we provided.

Customer Peter Woodham:
I teach customer service, I teach sales and the sale after the sale is extremely, extremely important. That is where referrals come from and that is where future sales come from, and so I was extremely impressed with the ERIE throughout the whole process.

Agent Jason Barnes:
You won’t believe how many people have come in to my office and said, “hey, we want to switch companies. Our neighbor had ERIE, ERIE came in and handled the claim in a timely fashion, and we want you as our new company.”

Agent Kevin Manning:
ERIE has been great through it all. They truly are Above all in Above all in SERVICESM.

Vice President of Claims Service and Support James Horvat:
ERIE’s claims service is a total team effort and one that I am extremely proud to be a part of.

Executive Vice President Chip Dufala:
When a catastrophe strikes, claims employees and non-claims employees throughout the organization jump in and assist to lend their talents to the claims operation and to assist our customers at their time of need.

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