As another round of storm warnings stretches across much of the US, insurers and brokers are once again confronting the operational realities of cold-weather catastrophes.
The National Weather Service announced Wednesday that a new winter storm is expected to bring additional snow and harsh winds to several states. States bracing for an "arctic blast" through the weekend include Michigan, Ohio, Virginia, West Virginia, Maine, New Hampshire, Vermont, Massachusetts, Rhode Island, Connecticut, New York, New Jersey, Pennsylvania and the Carolinas.
According to Peter Flynn (pictured), senior vice president of personal lines, America, at Xceedance, winter storms pose a distinct challenge for carriers because the claims picture unfolds over weeks, not days. Recent back-to-back storms are likely to delay claims and further strain adjuster resources even as conditions remain volatile.
“Some losses are immediate, like fallen trees or frozen pipes,” Flynn said. “But others, such as ice damming, can emerge well after the initial storm. When you have cycles of prolonged cold followed by thawing and refreezing, the loss period stretches out, which complicates claims handling and reserving.”
This winter has also underscored another growing issue: severe cold events striking regions unaccustomed to them. States across the Southeast, including the Carolinas, were struck with record snowfall and near-blizzard conditions. Schools closed, states of emergency were declared, and transportation systems were again disrupted as roads became unpassable.
The conditions have tested insurers’ local preparedness, said Flynn. “In places where winter storms are less common, insurers may not have the same boots on the ground or established vendor networks,” he explained. “You see higher frequency in both homeowners and auto claims, while municipalities and road systems may not be equipped to handle icy conditions.”
Once storms hit, access becomes one of the biggest obstacles to timely claims resolution. Blocked roads, unsafe conditions, and sheer volume can slow adjuster deployment, especially in rural or hard-to-reach areas.
With every passing hour, weather damage can worsen. Pipe bursts and ice dams often lead to interior water damage. Delays directly affect homeowners’ ability to begin repairs and also increase loss severity for insurers.
Flynn emphasized that policies typically require insureds to take prompt and reasonable steps to protect property immediately after a loss. “Early intervention is the difference between a manageable loss and a major claim involving mold, extended displacement, and higher rebuild costs,” he said.
From Flynn’s perspective, many winter storm claims are at least partially preventable. Inadequate maintenance, especially around heating systems and plumbing near exterior walls, continues to be a leading contributor to freeze losses.
Occupancy is another frequent issue. “Secondary homes, (such as) lake houses and ski homes, are particularly vulnerable,” he said. “If they’re unoccupied during a freeze, homeowners need to ensure the property is properly heated, water is shut off, or someone is checking on it.”
One of the most significant shifts in recent years has been the expanded use of virtual claims handling. Flynn said consumer self-service tools, which allow policyholders to submit photos and videos via mobile apps or web links, have become a “game changer,” particularly during catastrophe events.
“In many cases, desk adjusters can initiate mitigation and even resolve claims without waiting for a field visit,” he said. “That shortens cycle times, reduces severity, and improves the policyholder experience.”
Virtual tools are not a universal solution, however, as complex, high-value losses still require in-person claims expertise. But Flynn sees them as a critical pressure valve during surge events, freeing up field resources for the most complicated claims.
Flynn stressed that agents and brokers play an essential role when claims become complex.
From helping clients understand immediate mitigation steps to setting expectations around timelines and rebuilding challenges, trusted advisors can smooth what is often a stressful process.
“Choosing the right insurer, choosing the right agent, and maintaining the property are what really determine outcomes,” he said. “When catastrophe hits, it’s about how quickly insurers and policyholders can work together to stop the damage from getting worse, and then rebuild.”
