As they slowly navigated an SUV through extreme weather conditions, Charlie Clattenburg and his Catastrophe Claims (CAT) team knew they had their work cut out for them.
In November of 2021, an atmospheric river made landfall in southwestern British Columbia, bringing record-breaking rain and flooding. Landslides washed away roads, railways, homes, and businesses, leaving residents stranded and without shelter across the province.
As the Property Catastrophe Claims team leader at Economical Insurance, part of Definity, Charlie brought five members of the CAT team to review the extensive damage and meet face-to-face with their customers. However, travelling across the province was not only a slow and difficult process — it meant facing the elements head-on.
With highways washed away or closed due to downed trees and debris, Charlie and his team either had to fly in to meet with customers or face the gridlocked backroads as countless BC residents tried to access other regions of the province. What should have been a 30-minute drive was extended to almost a seven-hour journey, and with heavy snow in the mountains, navigating this drive became even more treacherous.
“We knew travel conditions would be risky and difficult, but we weren’t entirely prepared for the total blizzard we’d experience getting from Kelowna to Merritt,” Charlie recalls. “The SUV was swerving everywhere along the tight logging trail, but we travelled slowly and did what needed to be done to reach our customers.”
Taking it day by day, the CAT team methodically made their way across the province to inspect damage, take photos, provide estimates, and source third-party experts like contractors, antique specialists, or engineers. No stone was left unturned, and Charlie’s team made sure every customer had the answers and funds needed to begin rebuilding their lives.
For one customer whose basement was sinking into the ground, having Charlie’s team there in person meant experts were called in as soon as possible, and her home could be saved before it was too late.
“Each loss meant we were there for at least two to three hours inspecting the property and providing our customers with the information and resources they needed,” says Charlie. “It’s a stressful time, but having our team there to provide some clarity can make all the difference in reassuring them that everything will be okay.”
From damaged businesses to homes with water up to the second floor, Charlie’s CAT team braved the elements and many physical roadblocks to meet with each and every claims customer.
“With a crew of only six people, we were able to help almost 600 people get the financial reimbursement they needed to get back on their feet and recover after such a traumatic disaster,” says Charlie. “For us, being away from our homes for weeks or months at a time is worth it to see firsthand how we’re making a difference when Canadians need us most.”
Charlie Clattenburg, Property Catastrophe Claims team leader at Economical Insurance