Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford.

THE HARTFORD’S CATASTROPHE 

RESPONSE:

PREPARATION, DATA, EXECUTION

John Kinney

EVP, Chief Claim Officer

December 6, 2017
Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford. 2

Founded in 1810

Approximately 18,500 employees

Headquarters in Hartford, Connecticut

2016 revenues: $18.3B

Our businesses: 

 Auto

 Property

 General Liability

 Professional Liability

 Workers’ Compensation

 Group Disability and Life

 Voluntary Benefits

 Mutual Funds

About The Hartford
Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford.

Our Geographic Reach

The Hartford Claims 

Staff in State No Claims Staff in State 

Workers’ Comp

Aurora, IL

Lake Mary, FL

Rancho Cordova, CA

Syracuse, NY

Auto/Property

Aurora, IL

Phoenix, AZ

San Antonio, TX

Windsor, CT

Auto/GL Litigation

Phoenix, AZ

Windsor, CT

General Liability

Phoenix, AZ

Windsor, CT

TX

IA

LA

KY

TN

MS

IN

AL GA

NH

PA

VA

NC

FL

MD

SC

MA

NJ

HI

OK AR

IL

AK

CA CO

OR

NV

WY

UT

AZ NM

SD

NE

KS

MN

MO

WI

MI

OH

ME VT

NY

WV

PA

NH

WA

MT ND

ID

CT

NJ

DE

RI

Claims Center

Group Benefits

Bloomington, MN

Hartford/Windsor, CT

Lake Mary, FL

Omaha, NE

Plantation, FL

Portland, ME

Rancho Cordova, CA

Satellite Office
Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford.

Gov’t

Compliance

Communication

Agent Support

Media 

Relations

Vendor 

Management

Anti-Fraud

4

Customer

Reports

Claim

Hartford

Appraises

Damage

Hartford

Adjusts

Claim

1 2 3

The Complexity of our Response Grows Exponentially with 

Large Scale Catastrophes
Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford. 5

Before Landfall: Using Data to Predict Potential Exposure

Data refreshed 

every 6 hours
Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford. 6

Upon Landfall: Data Informs When and Where to Deploy 

Staff

GEOFENCING

1) Map claim 

concentration in 

impacted areas

(red dots)

2) Define territories based 

on claim volume and 

geographic spread 

(colored areas)

3) Deploy staff, by 

territory, as needed
Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford. 7

After Landfall: Leveraging Technology to Restore 

Customers’ Lives As Quickly As Possible
Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford. 8

How We Flex to Scale As Needed

20k+ Claims

~600 Total Hartford 

Staff

7k-20k Claims

~500 Hartford Staff

3.5k-7k Claims

~300 Hartford Staff

<3.5k Claims

70 Dedicated 

Hartford CAT Staff

210 FNOL Staff
Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford. 9

Property Damage Appraisal

AVG Days from 

Assignment to Inspection

Harvey Irma

5.2 days 4.7 days

HIG employees 

handle appraisals 

for events of up to 

1,500 claims.

Above 1,500, we 

engage a vendor to 

assist with 

independent 

appraisals.

Our staff closely 

supervises this 

vendor.

With Irma, 

the vendor alerted 

us to potential 

independent 

appraiser 

shortages in FL.

Prior to landfall, we 

secured contracts 

with 100 premium 

independent 

appraisers.

Leveraging our staff and premium 

independent appraisers, we quickly 

inspected our customers’ damaged 

property.
Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford. 10

Auto Damage Appraisal

Time to 95% 

Inspections Completed

Harvey Irma

21 days 13 days

Leveraging our staff and 

enhanced technology, we quickly 

appraised our customers’ 

damaged automobiles.

In Person: Hartford employees deployed as needed to assess 

damage

Virtual: 22% of auto damage during 2 recent hurricanes inspected 

via customers uploading photographs of damage
Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford. 11
Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford. 12
Copyright © 2017 by The Hartford. All rights reserved. No part of this document may be reproduced, published or posted without the permission of The Hartford. 13

Recommendations and Lessons Learned

Florida building code 

changes were a big 

success

Power outage 

causation: 

more/earlier info from 

utility companies 

would help insurers

Independent adjuster 

pool is diminishing; 

resource shortage 

during high demand 

times

Location-specific consumer 

protection fraud alert info on 

state websites was very helpful 

Develop national disaster 

mitigation investment strategy