Taskforce Meet ing March 23, 2005 Taskforce Meet ing March 23, 2005 Taskforce Meet ing March 23, 2005 1
Hurricane Remediation Hurricane Remediation Hurricane Remediation Plan Update Plan Update Plan Update 2
Claim Volume Recap as of 3/ 17/ 05 Claim Volume Recap as of 3/ 17/ 05 Claim Volume Recap as of 3/ 17/ 05 Charley Frances Ivan Jeanne Total Residential 19,284 47,194 14,920 30,323 111,721 Commercial 1,099 3,125 1,160 1,303 6,687 Total 20,383 50,319 16,080 31,626 118,408 Firm Type Charley Frances Ivan Jeanne Total CA / IA 14,899 38,445 10,214 18,587 82,145 AYO 4,302 7,505 3,192 4,542 19,541 CFT / CPD 1,182 4,369 2,674 8,497 16,722 ` LEGEND AYO Firms – Adjust Your Own firms (examples include State Farm, All State, USAA) CPD – Citizens Property Direct adjuster program CFT – Citizens Fast Track program CA Firms – Primary and supplemental claim administrators IA Firms – Independent Adjusting firms 3
Closed Claims by St orm Closed Claims by St orm Closed Claims by St orm Change from 2/17 to 3/17 Number of Claims Closed 12/31 01/20 02/03 02/17 03/17 Charley 17,887 18,573 18,917 19,349 19,748 2% Frances 41,250 44,490 45,754 47,060 48,480 3% Ivan 10,777 12,665 13,296 14,018 14,846 6% Jeanne 21,230 25,214 26,724 28,131 29,694 5% Total 91,144 100,942 104,691 108,558 112,768 4% Change from 2/17 to 3/17 Percent of Claims Closed 12/31 01/20 02/03 02/17 03/17 Charley 89% 92% 93% 95% 97% 2% Frances 83% 90% 92% 94% 96% 3% Ivan 69% 81% 84% 88% 92% 5% Jeanne 71% 83% 87% 90% 94% 4% Total 79% 87% 90% 92% 95% 3% Includes Residential and Commercial 4
Closed Claims by Policy Type Closed Claims by Policy Type Closed Claims by Policy Type Closed Claims by Policy Type AS OF 2/17/2005 By Storm Commercial Residential Charley 971 18,378 Frances 2,482 44,578 Ivan 818 13,200 Jeanne 1,024 27,107 Total 5,295 103,263 Total Reported 6,639 110,841 Closed as a Percent 80% 93% Closed Claims by Policy Type AS OF 3/17/2005 By Storm Commercial Residential Charley 1,015 18,733 Frances 2,725 45,755 Ivan 950 13,896 Jeanne 1,128 28,566 Total 5,818 106,950 Total Reported 6,687 111,721 Closed as a Percent 87% 96% 5
Reasons for Open Claims Reasons for Open Claims Reasons for Open Claims Residential and Commercial Open claims by Reason Code 01/20 02/03 02/17 03/17 AYO 2,008 Not inspected < 30 days 788 Commercial 1,617 Unknown 4,327 Duplicate claims identified and not yet closed 40 8 6 Open less than 15 days 738 572 416 Multi-causation issues 2,016 305 280 269 Open claims in mediation 19 43 44 Large loss or other complex issues 707 885 611 434 Inspected claims in active negotiations (See Note 1) 3,003 2,267 1,370 Inspected, estimated, field settled and in review / closure process 2,224 5,449 3,906 2,193 Inspected, estimated, field settled with partial payment (Cov. A) 802 396 328 Inspected - Waiting on additional information needed from insured 158 281 264 236 Pending engineering analysis 17 35 38 38 Not inspected > 30 days (see reasons for not inspected) (See Note 2) 1,113 666 274 189 Not inspected 15-30 days 217 117 Total 14,975 12,223 8,659 5,640 Note 1: These claims have been inspected and an estimate has been presented to the policyholder. Adjuster continues to work with policyholder to settle claim. Note 2: Uninspected claims only exist due to insured delays. None of them are the result of actions taken or not taken by Citizens. See slide 9. 6
Reasons for Uninspect ed Claims Reasons for Uninspect ed Claims Reasons for Uninspect ed Claims Status Update Claims Filed Not inspected by reason code 02/17 as of 3/17 After 2/17* Scheduled for future date 161 85 63 Postponed by insured 117 32 9 Insured not available for inspection 98 16 18 Inspection not scheduled Postponed by public adjuster 70 14 7 Insured Contact Information is Invalid** 92 42 20 Commercial Open < 30 days Unknown Total 537 189 117 Total Uninspected as of 3/17/05 (Sum of 189+117) 306 * Includes all commercial and residential open claims, reported more than 15 days ago. ** When contact information is invalid or we are unable to contact insured, attempts to reach the insured are made by contacting the insured's Agent and sending a letter to the policyholders mailing address. Additional contact attempts are made at 14 days and 30 days; however, if the insured does not respond the claim will be closed with a notification letter to be sent the agent and insured and re-opened if necessary. 7
Uninspected Claims by Policy Type Uninspected Claims by Policy Type Uninspected Claims by Policy Type Not inspected by reason code Commercial Residential Scheduled for future date 15 133 Postponed by insured 6 35 Insured not available/ several contact attempts made 1 33 Postponed by public adjuster 3 18 Insured Contact Information is Invalid 11 51 Total 36 270 Uninspected by Policy Type 100% 90% 80% 70% 60% 50% 40% Residential 30% Commercial 20% 10% 0% Scheduled for several contact attempts made public adjuster Information is Postponed by Postponed by future date Insured not Insured Contact insured available/ Invalid 8
Consumer Complaint Consumer Complaint Consumer Complaint Update Update Update 9
Complaint s Received Complaint s Received Complaint s Received 12/10/2004 01/20/2005 02/17/2005 03/17/2005 Total Complaints Received 4,760 6,606 7,308 7,837 Total Complaints Resolved 3,044 5,653 6612 7,477 Percent Resolved 64% 86% 90% 95% Based on Complaint Data Received from DFS eStorm system through 03/17/2005 10
Complaint s Aging Complaint s Aging Complaint s Aging 12/10/04 01/20/05 02/17/05 03/17/05 No. % No. % No. % No. % > 90 20 1.17% 17 1.78% 24 3.45% 31 8.61% >60 101 5.89% 68 7.14% 69 9.91% 40 11.11% >45 107 6.24% 87 9.13% 70 10.06% 34 9.44% >30 257 14.98% 134 14.06% 114 16.38% 58 16.11% >20 276 16.08% 165 17.31% 123 17.67% 42 11.67% <20 955 55.65% 482 50.58% 296 42.53% 155 43.06% Based on Complaint Data Received from DFS eStorm system through 03/17/2005 11
Complaints by Type Complaints by Type Complaints by Type Selected Issues vs. New Issues by Week 800 100% New RFAs 90% 700 Issue Areas as a % of All Issues New Requests for Assistance 80% Adjuster Issues 600 70% 500 Mediation 60% 400 50% Combined Structural/Contents 40% 300 Issues Structural Claim Issues 30% 200 20% Unsatisfactory Offer 100 Issues 10% Contents Claim Issues 0 0% 8/20/04 8/24/04 8/31/04 9/3/04 9/10/04 9/17/04 9/24/04 10/1/04 10/8/04 10/15/04 10/21/04 10/29/04 11/5/04 11/12/04 11/19/04 11/24/04 12/3/04 12/10/04 12/17/04 12/23/04 12/29/04 1/7/2005 1/14/2005 1/21/2005 1/28/2005 2/4/2005 2/11/2005 2/18/2005 2/25/2005 3/3/2005 3/11/2005 3/17/2005 Period Bars represent new requests for assistance received weekly and are related to the “New Requests” scale on the left. Lines represent categories of issues as a % of all pending issues for each period on the report, and are related to the “Issue Area” scale on the right. 12
Mierzwa Update Mierzwa Update Mierzwa Update 13
Mierzwa Claim Summary Mierzwa Claim Summary Mierzwa Claim Summary Mierzwa Claims Totals Claims received from Hurricane Ivan 16,080 Number of these claims adjusted and closed 14,846 Number of Mierzwa (policy limits) demands 314 14
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