Rebuilding Lives: Supporting Customers in the Aftermath of Wildfires

(BPT) – As the smoke from the January 2025 Southern California wildfires cleared, widespread destruction and damage slowly came into view. Thousands of residents suffered the loss of their homes and communities, including many State Farm customers. As firefighters and emergency responders worked to extinguish the fires, State Farm Catastrophe Response Team® members also deployed from across the country to help residents begin recovery in the aftermath of the fires.”Californians truly are a resilient group of people,” reflects Troi McClure on her time spent with California customers facing the aftermath of the wildfires that ravaged the state. As a member of the State Farm Catastrophe Response Team, McClure’s time on-the-ground with California residents has left her with a deep admiration for their resilience and ability to recover and rebuild.More than a houseHaving just experienced the loss of her own grandmother’s home in Hurricane Helene, McClure’s personal understanding and compassion for customers comes through in her work. “It’s more than a house; it’s also about all the memories,” she said.McClure is one of thousands keeping the State Farm® promise to California customers as part of the largest catastrophe response claims force in the industry. The catastrophe response team includes a dedicated, mobile workforce, specially trained to handle catastrophe claims and prepared to go anywhere in the country. The State Farm response also includes local agents who live and work in these same neighborhoods as our customers, and they are joined by thousands of employees across the country virtually helping answer questions and file claims.The extra mileBeing a good neighbor in times of catastrophe often means going the extra mile. Christine Romero, a dedicated member of the State Farm Catastrophe Response Team for nearly two years, embarked on a 2,700-mile deployment from Virginia Beach to California in her cargo van. During a visit to Altadena to assess a claim, Romero witnessed firsthand the neighborhood’s devastation.”It’s so important to stay focused on how we can help our customers, and that they know we’re here to help them recover,” said Romero. “That’s the promise we made to them.” This unwavering commitment keeps her grounded and determined to support customers through these challenging times. Over the past 18 months, Romero has responded to several nationwide catastrophes, always with the same goal in mind.For team member Jackie Miller, going the extra mile included a 30-mile trip to return a medal found during a home inspection in the aftermath of the wildfires. When Miller made sure the medal was returned to its rightful owner, she learned it was given to the customer by former President Bill Clinton. That customer said Miller’s extra effort and caring demeanor tempered the stress recovering from the wildfire.Making connectionsResponse team member Julia Washington welcomed the chance to help a California customer who is a U.S. Navy veteran in his 80s, making a real connection with him as they talked on the phone.”He cried and said he felt like a ship at sea with no land in sight, but with this call he felt like he was being guided to land and safety,” said Washington. “He and I spoke for quite a while as I handled his homeowners claim and his rental claim. He said my humor and compassion made him forget his troubles, dried his tears, and made him laugh for the first time in days.”These genuine connections help both the customer who is trying to recover and the team members who hear countless stories of heartbreak, destruction, and devastation.On her sixth deployment, 28-year State Farm Claim Specialist Deyette Gardner connected with a customer while working at one of the State Farm Catastrophe Customer Care Sites set up in the impacted areas to offer face-to-face help with claims. Deyette walked the customer through the claims process, answered questions and provided the customer with an advance payment. The next morning, the customer returned with balloons and a card, and shouts of praise for Deyette — prompting applause, cheers, smiles, and tears throughout the Customer Care Site.”As claim specialists, we offer empathy and understanding to customers during a difficult time,” Gardner said. “It’s natural to get emotional. The customer’s visit made me feel appreciated and valued.”Ongoing challenges in California”The great work of our frontline catastrophe claim team during the California wildfires reveals the very core of our mission to serve our customers and help them recover from the largest fire event we have ever experienced,” said Wensley Herbert, Senior Vice President — Property & Casualty Claims. In L.A. County alone, State Farm insures 250,000 homes and 880,000 automobiles. Across the state, State Farm Companies continue to insure over 1 million homes and over 4 million autos — representing billions in risk across the state.This year’s wildfires highlight the personal suffering of residents and the overall difficulties facing the state and the insurance industry in the region. Historic increases in claim costs due to rising incidents and larger areas of wildfires, inflation, supply chain disruptions, plus labor and materials costs all mean higher home repair and rebuilding costs. There is also increasing exposure as more people move into areas prone to fires.”The California insurance market is facing an availability crisis, leaving many residents without the protection they need for their homes and businesses,” said Dan Krause, Senior Vice President of State Farm Mutual Automobile Insurance Company and President and Chief Executive Officer of State Farm General. “Our focus is on continuing to meet our customers’ needs and working with the State of California to create a sustainable insurance market. Outdated regulations that lead to lengthy rate approvals and other obstacles may need to be changed to alleviate the crisis. It’s crucial for us to take additional actions to address the situation so residents are properly covered and prepared for any risks they may face in the future.”You can read more about State Farm’s presence and impact in California by visiting: State Farm in California, State Farm in California: Myth vs. Fact and State Farm in California: Understanding the Issues.