By Christine Segaric, Director, CAT Response, ClaimsPro
Wildfires in British Columbia, flooding in Ontario and other severe weather events across North America are creating a more complex catastrophe claims environment. Events can develop quickly, affect multiple regions and overlap with existing catastrophes, placing sustained pressure on insurance claims operations, adjuster networks and support functions.
To respond effectively, insurers need a scalable catastrophe response model that combines capacity management, flexible claims handling, technology and experienced adjusters. The priority is not simply to increase the number of available resources. It is to understand where capacity exists, what types of claims each resource can manage and how quickly support can be deployed without compromising business-as-usual operations.
This is the principle of resource elasticity in catastrophe claims management. A scalable model should be able to expand, contract and redistribute claims capacity as volumes, event conditions and operational priorities change. This becomes particularly important when catastrophe events occur simultaneously or in quick succession, creating competing demands across regions.
A tiered deployment model can help insurers respond proportionately. Initial claims demand may be managed through local resources with knowledge of the affected geography and insurance market. As volumes increase, additional regional and national capacity can be introduced, followed by external or partner resources when required.
The objective is not simply to add more people. Effective catastrophe response means deploying the right expertise to the right claims at the appropriate stage of an event while maintaining control of core claims operations.
Why every catastrophe requires a different claims response
Recent flooding in Niagara, Ontario, and wildfire activity in British Columbia have reinforced that no two catastrophe events generate the same claims profile. Each response must account for the event’s geography, severity, loss types, accessibility and impact on local infrastructure.
Flooding, wildfire, severe storms and mass evacuations create different operational challenges. They require different expertise, resource models and approaches to policyholder support. Even within a single catastrophe, the complexity and circumstances of individual claims can vary significantly.
Claims should therefore not automatically be routed through a single handling model. Complexity, severity, geography and type of loss should determine whether a claim is best suited to field adjusting, desktop handling or a hybrid approach.
Some claims may require an initial field assessment before being transferred to a desktop adjuster for ongoing management. Others may be suitable for remote assessment from the outset, while complex or high-severity losses are more likely to require specialist attendance and continued oversight.
The appropriate mix may also change as an event develops. A claim that begins as an evacuation-related loss may later become a total-loss property claim, requiring a different level of investigation, technical expertise and policyholder support. Changing access conditions or improved event intelligence may also influence whether field attendance remains necessary.
The response model must therefore remain dynamic. Rather than setting the handling approach on day one, claims leaders should continually reassess demand, claim complexity and available capacity as new information emerges.
Balancing claims efficiency with policyholder support
During a catastrophe event, claims volumes can increase dramatically within hours. The immediate challenge is to establish an effective triage process, mobilise appropriate resources and respond quickly to policyholders who may have experienced substantial disruption or loss.
Operational efficiency is essential, but speed should not come at the expense of the policyholder experience. Behind every claim is a person who may have suffered damage to their home, been displaced by an evacuation order or lost access to essential belongings and services.
Clear and consistent communication is therefore a critical component of catastrophe response. Policyholders need to understand what will happen next, what information is required and when they can expect further contact. Where delays are unavoidable, proactive updates can help manage expectations and reduce uncertainty.
For many policyholders, the quality of communication can have as much influence on their experience as the eventual claim outcome. Effective response models combine efficient triage and deployment with the empathy, judgement and reassurance provided by experienced claims professionals.
How insurers can build scalable CAT claims capacity
Overlapping events make capacity management particularly important. Insurers need visibility not only of how many resources are available, but also of their location, technical skills, current caseload and ability to absorb additional work.
Without this operational intelligence, adding capacity may not result in faster or more effective claims handling. Resources must be matched to the characteristics of the loss and deployed in a way that protects business-as-usual operations.
A scalable model requires clear escalation thresholds, effective triage and the ability to move work between local, regional, national and external resources as demand changes. It also requires claims leaders to understand when resources are nearing practical capacity, rather than relying solely on headline availability.
At the same time, policyholder expectations continue to evolve. Customers increasingly expect prompt communication, greater transparency and frequent updates, while still requiring a personal and empathetic experience. Successful catastrophe response must balance operational control, resource flexibility and human connection.
How technology supports catastrophe claims management
Technology and data are playing a greater role in how catastrophe events are assessed and managed. Their value lies not simply in generating more information, but in helping claims teams make better operational decisions.
Mapping tools can visualise where claims are being reported, identify geographic concentrations and compare demand across affected areas. This can help response teams determine where adjusters should be deployed, where additional capacity may be required and which claims should be prioritised based on location, severity or accessibility.
This visibility becomes especially valuable during overlapping events. Combining claims intake information with geographic and operational data can provide a clearer picture of demand, helping teams adjust resource allocation as conditions evolve.
Technology can also inform the most appropriate handling route for individual claims. For exterior property losses, adjusters may use drones or tools such as Hover and EagleView, where appropriate, to capture imagery and support remote assessment. These technologies can assist with scoping damage and help determine whether further field attendance is required.
For interior losses, 360-degree camera technology through DocuSketch can create virtual walkthroughs of damaged properties. This provides a detailed visual record of the loss, supports estimating and file review, and may reduce the need for additional site visits where sufficient evidence has already been captured.
Used effectively, these tools can support earlier triage, improve visibility of damage, inform field or desktop handling decisions and help deploy specialist expertise more efficiently.
The appropriate technology will depend on the loss, site conditions and information required to progress the claim. It should support, rather than dictate, the handling strategy. Technology does not replace the expertise and judgement of claims professionals. Instead, it can provide stronger evidence and enable adjusters to focus their time where human intervention adds the greatest value.
Preparing for future catastrophe events
As flood and wildfire exposure continues to present challenges across North America, improving resilience before an event occurs is becoming increasingly important.
Insurance professionals and adjusters have valuable insight into factors that contribute to property losses, including drainage and infrastructure limitations, building materials, property maintenance and preparedness.
The insurance industry has an opportunity to use claims experience to support future resilience. While insurance is often central to the conversation after a loss, claims data and adjuster insight can also help insurers, businesses and communities better understand and prepare for their exposure.
Improving catastrophe resilience will require collaboration between insurers, governments, businesses and communities. Initiatives that encourage practical risk-reduction measures and improve access to preparedness resources can help reduce the impact of future events and support stronger recovery outcomes.
Ultimately, catastrophe response should not be measured solely by how quickly the insurance industry responds after an event. Success should also reflect how effectively insurers identify emerging risks, protect core operations and prepare for future demand.
The future of catastrophe claims management will be defined by adaptability. Insurers that understand their operational capacity, adopt flexible deployment models, segment claims according to their handling requirements and use technology to improve decision-making will be better positioned to respond as events evolve.
This combination of preparedness, operational intelligence, scalable resources and human expertise will be essential as catastrophe events become more complex and increasingly overlap.