Chubb's Catastrophe Claim Handling Receives High Marks
99% of Survey Participants Satisfied by Insurer's Response to April Storm Losses
WARREN, NJ, July 26, 2007 - Nearly 99 percent of the personal insurance customers who responded to a survey said they were satisfied with how the Chubb
Group of Insurance Companies handled their claims following the April storms in the Northeastern United States. The overwhelming
majority, 95 percent, were "very satisfied."
"Chubb was able to maintain its service excellence even in light of the severity of the storms," said Dino E. Robusto, executive
vice president and worldwide claim officer of Chubb & Son. "This is especially comforting for our agents, brokers and customers
as we now enter another hurricane season."
Independent insurance agents, brokers and customers pointed out that Chubb's adjusters were quick to respond to claims. "Water
was everywhere," said one customer in Darien, CT, "and if not for the accommodating Chubb personnel with whom I was able to
work in a time-sensitive manner, it would have gotten worse."
"We're satisfied with the response time. Having their own people out there doing the inspections just streamlines the process,"
one broker said. Another broker added: "Everybody was thrilled with Chubb. … They were responsive and courteous and quick."
More than 29 percent of claimants from these storms responded to Chubb's survey, which assesses promptness, service, claim
submission ease, damage assessment satisfaction and settlement fairness, among other factors.
As the storm developed, Chubb deployed its own adjusters from around the country into the area fully equipped with laptop
computers and cellular modem cards, which enabled them to quickly access customer information and accelerate the settlement
process. Following the storm, Chubb maintained its 24-hour service level of contact with customers, agents and brokers, and
by having its adjusters already in the area, was able to reach customers within the first day and completed most on-site inspections
within a few days. In addition, Chubb's property vendor network promptly dispatched mitigation and restoration services to
help more than 700 customers minimize their losses.
The 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 worldwide through 8,500 independent agents and brokers. Chubb's
global network includes branches and affiliates in North America, Europe, Latin America, Asia and Australia.
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