With catastrophe season looming, it’s time to start strategizing your talent plan for both the expected and unexpected events this year will bring. Last year was the fourth costliest on record (kept since 1980) for weather and climate-related disasters, according to NOAA’s National Centers for Environmental Information. Losses from natural catastrophes are already tracking above the 10-year average for 2025. No matter what this year’s CAT season has in store, having a strategic talent plan in place is undoubtedly key to ensuring your policyholders are best taken care of in their times of need. Here are five essential questions to ask as you plan for this year’s CAT season.
1. How are you using AI?
Customer expectations continue to shift within all areas of business. Has your claims process evolved along with these changing needs? Today’s consumers expect immediate responses, frequent and clear communication, and high-quality interactions. Artificial intelligence provides the ability to act with speed and efficiency; however, human skills such as emotional intelligence, empathy and problem-solving are all vital in creating positive connections with policyholders. If your claims adjusters are primarily relying on digital and online platforms, how is a sense of affinity and understanding being conveyed? Find a balance that enables you to blend the unique attributes of both your team and your AI tools.
2. What will you do if there’s an influx of work?
As evidenced in the past few years, it’s possible multiple disasters may occur around the same time. Is your core team prepared to tackle an increased workload smoothly and accurately? By partnering with a staffing firm early on, you can increase your flexibility, ensuring you’re able to bring in additional trained claims adjusters and customer service representatives almost immediately. You may also consider cross-training teams, so individuals can step in and shift priorities when needed.
3. Is your team trained on new technologies and processes?
If your company is going through IT migrations or technological transformations, make sure these projects are not inhibiting a seamless claims process. Consider bringing in trained professionals on a project basis to maintain productivity while your primary staff ramps up on new systems. Additionally, contracted experts can assist with implementation and training, ensuring your core team is able to efficiently leverage new technology.
4. Does your team have autonomy to make decisions?
As part of your focus on the customer experience, remove layers and barriers to streamline your claims process. Are your agents able to handle inquiries and issues on their own? Do they have a clear understanding of when an issue may need to be escalated? Provide parameters that enable individuals to make decisions, granting them a sense of autonomy and empowerment while better serving your customers.
5. Are there any potential scenarios you have not planned for?
By its nature, CAT season is unpredictable. However, thinking through various scenarios ahead of time can keep your claims department functioning smoothly. Develop contingency plans if remote employees lose their internet connections or power for extended periods of time. Along with preparing for an influx of work, uncover other factors that might influence your talent strategy and ways to mitigate their potential for disruption.
By thinking through your talent plan early on, your team will be well-prepared for the unexpected. For more insights on ensuring you have the right talent in place, view our recent post on hiring the perfect candidate.