MEMBER BENEFITS
“They took good care of me”
says Mr. Richardson, who flew in from Toronto to support his teams on the ground. Customers were called weekly in May to see if they needed help. TD also waived deductibles and extended its mass evacuation coverage from two weeks to one month. The company quickly issued cheques or wired money directly to customers. When residents began returning to Fort McMurray on June 1, TD sent a team to tackle thousands of home inspections. The goal: to help customers and the community get back to normal as fast as possible. “We really wanted to make sure we inspected all the homes as quickly as we could and, where it was feasible, get the repairs completed right away,” says Mr. Richardson. In total, APEGA Members made 782 residential claims and 438 auto claims. To date, TD has paid out over $21 million to APEGA Members for temporary living expenses, and residential and auto claims.
About 85 per cent of claims by APEGA Members and other TD customers were relatively minor, for things like smoke damage or replacing appliances filled with rotting food due to power outages. Most of those claims were settled shortly after residents returned home. The remaining 15 per cent of claims are still being processed. They are for homes that were significantly damaged or destroyed. It’s hard to estimate how long it might take before rebuilding or repairs can begin and the claims are settled. “A lot will depend on the capacity of contractors in the region to complete the repairs,” says Mr. Richardson. Progress also depends on how the municipality moves forward with redevelopment, especially in hard hit communities like Abasand, Beacon Hill, and Waterways. Work has begun, though. The first rebuilding permit was issued in August, and 240 reconstruction permits had been issued by the end of October.
AMAN GILL, E.I.T. TD Insurance Customer
HOW A CATASTROPHE PLAYBOOK IS WRITTEN Hailstorms, fires, floods. In recent years, weather-related disasters have been on the rise — an increase researchers connect to the effects of global warming. Insurance companies have had to adapt, and TD Insurance is no exception. When major flooding hit southern Alberta in 2013, more than $5 billion in damage resulted. Thousands of people were forced from their homes. TD and other insurers had a difficult time responding effectively to customer needs on such a large scale. Lessons were learned. And TD used those lessons to create what it calls its catastrophe playbook. “It’s what we turn to when we have severe weather events.
It clearly outlines the steps we need to take to ensure we’re having a timely and effective response,” explains Mr. Richardson. The addition of two mobile response units and a full-time catastrophe response team has also helped TD provide better service to customers in the wake of severe weather events. That service is highly appreciated by customers like Aman Gill, E.I.T., who was able to return to Fort McMurray in mid- June. Houses burned down just blocks from his condominium, but he was fortunate to only have minimal smoke damage. TD’s inspection of his property was quick and hassle-free, and the company paid for the clean-up, says Mr. Gill. “They have earned my loyalty,” he says.
58 | PEG WINTER 2016
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