Mass claims management for insurers

Ready to respond when it matters: Additional capacity for extraordinary claims events

Storms, hail, heavy rainfall, or flooding can trigger thousands of claims within a very short period of time and place significant strain on existing resources. EXCON supports insurers with catastrophe claims management in Germany, Austria, and Switzerland through centralized claims coordination, available loss adjusters and experts, and individually prepared emergency response plans. From activating additional capacity to coordinating, documenting, and further processing claims, all services are delivered in a structured manner from a single source.

When individual claims become an extraordinary situation

During a catastrophe event, the claims management situation can change dramatically within a very short period of time.

Suddenly, numerous claims must be recorded, prioritized, inspected, and processed simultaneously. At the same time, it is essential to limit the impact of losses and prevent further damage, inform policyholders, and deploy available loss adjusters, contractors, and restoration partners effectively.

The decisive factor is therefore not simply the number of available service providers. What matters is a prepared system that connects capacity, processes, communication, and technical expertise.

“Catastrophe claims events clearly demonstrate how crucial prepared structures and reliable claims coordination are. Our role is to rapidly provide additional capacity when an event occurs, prioritize the appropriate measures, and efficiently coordinate everyone involved. This is precisely why EXCON combines many years of claims management experience with an extensive network across the DACH region and clearly defined processes.”

Bruno Hohmann, Managing Director, EXCON Services GmbH

From emergency planning to mass claims adjustment

Our approach begins well before the first claim occurs.

Together with our clients, we can define customized emergency response and deployment plans in advance. Responsibilities, reporting channels, escalation levels, capacity, and potential service modules are tailored to the insurer's requirements.

When a catastrophe event occurs, the designated resources can be activated in a structured manner and claims managed according to defined criteria.

This transforms numerous individual measures into a coordinated claims process.

EXCON mass claims management

Structured Preparation

Effective catastrophe claims management begins before an event occurs.

Together with our clients, we define customized emergency response plans, responsibilities, and service modules for different loss scenarios as needed.

Targeted Activation

When a catastrophe event occurs, the required capacity is activated according to actual needs.

Through our network across Germany, Austria, and Switzerland, loss adjusters, experts, and other specialized service providers can be deployed in a coordinated manner.

Prioritization and Effective Coordination

Not every claim has the same level of urgency, but every customer should receive the best possible service.

Claims can be prioritized according to the type of loss, extent of damage, urgency, required emergency measures, or other defined criteria and assigned to the appropriate resources. We use state-of-the-art tools and processing procedures for this purpose, placing particular emphasis on deploying available capacity as effectively as possible.

Customer Contact and Information

Customer communication is particularly important to us. Qualified employees and experts in our own service center are available for initial customer contact and to answer questions.

As standard, we offer a customer portal that allows customers to independently check the status of their claims, thereby reducing the burden on other communication channels. The portal also enables the exchange of documents and other specific information, as well as the use of integrated text- and voice-based customer interactions.

Emergency Measures and Stabilization

The initial phase focuses on determining the actual extent of damage and preventing further losses.

Depending on the nature of the damage, we coordinate appropriate initial and emergency measures and help secure buildings, equipment, and contents to stabilize the loss situation.

Inspection and Documentation

Our experts and loss adjusters assess the extent and cause of damage on site and document the required information in a structured manner using digital tools. This may include damage descriptions, photographic documentation, estimates, and other information relevant to claims adjustment. Where appropriate, damage assessments can also be conducted remotely via video call.

Claims Adjustment and Restoration

Following stabilization, we support the subsequent claims handling process.

Depending on the assignment, this may include reviewing quotations and invoices, conducting follow-up inspections, and coordinating remediation and restoration measures.

Our services for mass claims events

• Preparation & Emergency Response Plans: Customized deployment and escalation plans, defined responsibilities, and prepared capacity for catastrophe events.
• Activation & Claims Coordination: Rapid activation of additional resources, prioritization of claims, and centralized coordination of all parties involved.
• Customer Service & Information: Increased customer satisfaction through supporting communication measures such as telephone customer service, a customer portal, and customer dialogue.
• Emergency Measures & Stabilization: Organization of initial response measures, loss mitigation, and protection of buildings, equipment, and contents.
• Claims Adjustment & Documentation: Damage assessment, technical evaluation, documentation, review of quotations and invoices, and support throughout subsequent claims handling.

A network is only as effective as its coordination

During a catastrophe event, having a large number of service providers available is not enough. The real challenge is deploying the right resources at the right time, in the right place, and for the right purpose.

EXCON therefore combines a network of experts and service providers across the DACH region with centralized claims coordination.

Assignments, appointments, feedback, documentation, and subsequent process steps can be coordinated and tracked systematically. This enables insurers to maintain transparency regarding claims processing status, even when the number of simultaneous claims increases significantly.

Local Presence Across Borders. Centralized Coordination.

Particularly during regionally concentrated catastrophe events, local capacity can quickly become exhausted. Our nationwide and cross-border network allows additional resources to be deployed specifically to affected regions, relieving the burden on existing claims organizations.

We combine four decisive factors:

• Regional Presence: Experts, loss adjusters, and service providers can be deployed wherever additional capacity is required.
• Centralized Coordination: Claims and resources are systematically managed, prioritized, and documented.
• Technical Expertise: Experienced claims professionals support the process from initial assessment through further claims adjustment and restoration.
• Integrated Software: Our proprietary ex:act platform supports all claims management processes within a fully integrated system that can be flexibly connected to insurers' existing IT environments.

Catastrophe claims management begins before the event

Catastrophe losses cannot be prevented. However, their organizational impact can be anticipated and planned for. This is why we develop customized emergency response plans for insurers, addressing important questions before a potential event occurs:

• What capacity will be required in the event of a catastrophe?
• How will additional resources be activated?
• Which claims must be processed first?
• Which emergency measures may be initiated immediately?
• What information does the insurer require?
• How will communication, reporting, and escalation be handled?

The more clearly these processes are defined in advance, the faster a claims organization can respond when an event occurs.

Video inspections for catastrophe claims: Rapid triage, targeted coordination

During catastrophe events in particular, it is essential to assess and prioritize large numbers of claims quickly and assign them to the appropriate handling processes. With digital video inspections, EXCON enables rapid remote damage assessment, providing an additional way to maintain operational responsiveness even when claims volumes are high.

Video inspections can be used specifically for claims triage: the nature and extent of damage, urgency, and required measures can be assessed at an early stage. This makes it possible to determine which cases can proceed directly to further processing, where emergency measures are necessary, and which claims require a more detailed on-site inspection or specialized technical expertise.

For unclear, complex, or particularly urgent damage scenarios, appraisers, loss adjusters, or specialized technical experts can be brought into the video call directly.

This particularly supports:

• Rapid triage and prioritization of claims
• Targeted deployment of available loss adjusters and technical experts
• Direct involvement of additional specialized expertise for complex damage scenarios
• Reduction of on-site inspections that are not strictly necessary

Video inspections thus become a flexible component of centralized claims coordination, helping to deploy existing capacity where it is genuinely needed.

Experience from operational claims management

For EXCON, catastrophe claims management is not an isolated specialist service.

It builds on the structures and experience of our day-to-day claims management operations. Our teams coordinate claims processes, experts, loss adjusters, and other service providers and support insurers in the operational handling of a wide range of claims.

During catastrophe events, this existing infrastructure provides the foundation for rapidly scaling up processes and capacity.

The result: claims management that remains structured even when individual claims escalate into an extraordinary loss situation within a short period of time.

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Request mass claims management services

Would you like to prepare your claims organization for major loss events or establish additional capacity for existing emergency response plans?

Together, we analyze your requirements and define the appropriate service modules for an emergency. Discuss catastrophe claims management with EXCON.
 

Frequently asked questions about mass claims management