Chubb's Catastrophe Claims Handling Receives High Marks
96% of Personal Insurance Customers with Recent Windstorm Losses Highly Satisfied
WARREN, NJ, March 16, 2006 — Ninety-six percent of the personal insurance customers of the Chubb Group of Insurance Companies who suffered windstorm losses
during this past hurricane season say they were highly satisfied with their overall claims experience.
The finding is based on surveys of customers following Hurricanes Katrina, Wilma and Rita as well as Northeastern windstorms.
Even insureds affected by Hurricane Katrina, by far the worst storm of the season, praised Chubb's claims handling: Ninety-three
percent were highly satisfied with their overall claims experience.
"These are incredible results that demonstrate the value of a Chubb insurance policy," said Dino Robusto, executive vice president
and worldwide claims officer of Chubb & Son. "They are virtually in line with the overall satisfaction ratings we receive
on our claims handling throughout the year. Achieving this success in the worst of times is all the more impressive, but our
attitude is that these are the expectations we have set with our customers, agents and brokers."
Robusto said many customers and agents, who have provided separate feedback, pointed out Chubb's adjusters were empathetic
and even made customers aware of coverage they did not know they had.
Responding to an open-ended survey question, one customer wrote: "My husband and I received the enclosed survey regarding
our experience with Chubb and we laughed: The only possible answer to any of the questions was 5 — exceeded expectations! In fact, had there been a more laudatory category, we would have used that one. Our claims adjuster
was courteous, prompt, knowledgeable and pleasant. He made a difficult experience quite palatable."
Another customer wrote, "My interactions with [your adjuster] have been the only pleasant experiences I have had in the aftermath
of Hurricane Katrina. In our first meeting, she expressed sympathy toward the catastrophic effect Katrina had on me and New
Orleans. She was very sensitive to my emotions and remains kind and understanding with each of our conversations."
William Turnbull, senior vice president and worldwide property claims manager of Chubb & Son, said these types of comments
were not unusual for Chubb, which has won awards for its claims service in the United States and several other countries.
But what was unusual was the extent that this past hurricane season has taxed insurers, many of whom have outsourced large
parts of their claims function. "We try to predominately use our own adjusters, especially on complex losses such as those
associated with the recent hurricanes," he said.
In total, Chubb surveyed nearly 2,300 customers with storm losses. The survey asked customers to assess promptness, service,
ease of submitting a claim, satisfaction with the adjuster's damage assessment and the fairness of the settlement, among other
factors.
"We had an overwhelming response rate, which, in itself, is a demonstration of our success," said Turnbull.
Member insurers of the Chubb Group of Insurance Companies form a multi-billion dollar organization providing property and
casualty insurance for personal and commercial customers through 8,000 independent agents and brokers worldwide. Chubb's global
network includes branches and affiliates throughout North America, Europe, Latin America, Asia and Australia.
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