State of the National Flood Insurance Program NFDA Annual Conference March 20 22 2016 Scottsdale AZ T ransforming the National Flood Insurance Program Customercentric Reset Solvency Affordability ID: 767018
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State of the National Flood Insurance Program NFDA Annual Conference March 20 – 22, 2016 Scottsdale, AZ
T ransforming the National Flood Insurance Program Customer-centric Reset Solvency Affordability Current Status: NFIP Re-authorization NFIP Policy and Financial Trends Sandy Claims Review FIMA Re- O rganzation Future Path: 2016 Priorities Catastrophic Planning
FIMA Re-organization Federal Insurance and Mitigation Administration (FIMA) Associate Administrator ------- Deputy Associate Administrator for Insurance and Mitigation FIMA Integration Office Action Branch Strategy Branch Flood Insurance Advocate Customer Experience Director Director ----------------- Ofc of Environmental Planning & Historic Preservation Assistant Administrator ---------------- Deputy Assistant Administrator Risk Management Assistant Administrator ---------------- Deputy Assistant Administrator Mitigation Assistant Administrator ---------------- Deputy Assistant Administrator Federal Insurance Assistant Administrator ---------------- Funds Management
Insurance Program Management Insurance Systems Branch Insurance Acquisition & Technology Division Cliff Oliver, Executive Director, SES Product Delivery Division Lloyd (Tony) Hake, Division Director Policyholder Services Division Claudia Murphy, Division Director Federal Insurance ----------------- David Maurstad, Assistant Administrator, SES Paul Huang, Deputy Assistant Administrator, SES FIMA Re-organization
November 2015 Insurance Acquisition & Technology Division Cliff Oliver, Executive Director, SES Product Delivery Division Lloyd (Tony) Hake, Division Director Policyholder Services Division Claudia Murphy, Division Director Federal Insurance ----------------- David Maurstad, Assistant Administrator, SES Paul Huang, Deputy Assistant Administrator, SES Marketing & Outreach Branch Eugene (Butch) Kinerney, Branch Chief Appeals Branch Christopher Page, Branch Chief Insurance Analytics & Policy Branch Elizabeth Asche, Branch Chief FIMA Re-organization
November 2015 Claims Branch Direct Service Branch Industry Management Branch Underwriting Branch Arturo (Jhun) de-la-Cruz, Branch Chief Insurance Acquisition & Technology Division Cliff Oliver, Executive Director, SES Product Delivery Division Lloyd (Tony) Hake, Division Director Policyholder Services Division Claudia Murphy, Division Director Federal Insurance ----------------- David Maurstad, Assistant Administrator, SES Paul Huang, Deputy Assistant Administrator, SES FIMA Re-organization
NFIP Trends: Policies in Force, 2004 to 2015
NFIP Cash-on-hand, Reserve Fund and Available Borrowing Authority $ Millions $10.010B $7.425B $2.585B
Sandy Claims Review
Sandy Claims Review Process
T ransforming the National Flood Insurance Program Customer-centric Reset Solvency Affordability Current Status: NFIP Re-authorization NFIP Policy and Financial Trends Sandy Claims Review FIMA Re- O rganzation Future Path: 2016 Priorities Catastrophic Planning
NFIP Customer Centric Reset
What is Customer Experience?
Customer experience (CX) is a broad framework we used for understanding how policyholders experience the NFIP Service Value Product Brand 100 20-30 20-30 20-30 20-30 $$ Willingness to recommend (WTR), Percent Example drivers Ease of purchase Call center interactions In-person interactions Digital customer care Pricing Fees Functionality Quality, Reliability Level of engagement Trustworthiness Reputation Each of these 4 elements plays a role in shaping CX, though the importance of each will vary by type of organization 3
Value stands out as the most important CX driver
Who do people trust?
NF I P CX focused on 8 core journeys
FEMA Prioritized 29 Initiatives to Form the Foundation of the CX Strategic Roadmap
Outcome: We have embarked on a multi-year effort to transform how our customer’s experience the NFIP
What It Means For Us Better program and map change coordination for our customers Risk Rating 2.0 Product Simplification Communities
T ransforming the National Flood Insurance Program Customer-centric Reset Solvency Affordability Current Status: NFIP Re-authorization NFIP Policy and Financial Trends Sandy Claims Review FIMA Re- O rganzation Future Path: 2016 Priorities Catastrophic Planning
Future Path: 2016 NFIP Priorities
FEMA’s 4 key areas to advance NFIP, 2016 Customer Service Reset Improved understanding of Risks Reducing Risks Engaging Private Sector
Engaging the Private Sector: Privatization encompasses an array of options
Future Path:Catastrophic (CAT) Planning
CAT Planning: El Nino 5 Event Scenario Background and purpose Resulting from an Operational Analysis & Evaluation visit at the South Carolina JFO, FIMA identified the need to develop a contingency plan to apply successes in South Carolina In preparation for El Nino, develop scenario for 5 nearly simultaneous flood events as a result of El Nino weather 2016 Incident Management Resources Division partnered with NFIP, OEHP, HMA and other program areas to identify and develop data and activities that contributed to success or would avoid potential shortfalls and may be replicated in other events
El Nino 5 Event Scenario Types of Actions/Data Identified FRO staffing, location, and duties Communication processesNFIP data sharing with JFO Types of data to share Methods to share dataEvaluate adjuster activity and potential gapsCadre managementExisting resourcesPossible need for additional/new titles
Next StepsIdentify triggers for these actions/data sharing What do the Disaster Field O ffices need?Predictable reports and vehicles?Who needs what and when ?Incorporate these into doctrineUpdate SOPs for new FIMA structure El Nino 5 Event Scenario
We are transforming the National Flood Insurance Program Customer-centric Reset Solvency Affordability Current Status: NFIP Re-authorization Trends Sandy Claims Review FIMA Now Future Path: 2016 Priorities CAT Planning