Jennifer Montero

The committee discussed and approved the selection of a new vendor for document generation software, noting that despite a one-time conversion fee, the total cost represents a better value than the incumbent contract. Additionally, the committee reviewed and approved the technology infrastructure, software, and professional and staff augmentation services for the second half of the year. This included an update on overall technology expenditures, highlighting a projected net reduction in total IT spending achieved through multi-year renewals, license reductions, the elimination of legacy systems, and a reduced data center footprint.

The committee discussed the 2024 hurricane season debrief, including claim statistics for Hurricanes Debbie, Helene, and Milton. The presentation covered catastrophe planning for 2025, detailing the enterprise-wide response strategy, phased preparedness, GIS monitoring tools, and specialized damage assessment layers. Additionally, updates were provided on consumer communication strategies and policyholder focus group activities. The committee also considered and recommended for approval new contracts for business process outsourcing call center services to enhance scalability and service consistency.

The committee discussed updates on depopulation programs, the Clearinghouse platform for both new business and renewals, and agency management services. Key topics included the progress of policy depopulation efforts, the performance of the New Business and Renewal Clearinghouse in moving business to the private market, and the implementation of a new performance program for agents regarding binding authority and document submission standards. Additionally, the committee reviewed the Voice of Customer program results and trends in direct customer engagement.

The committee reviewed and recommended board approval for the Contractor Managed Repair Program, awarding a contract to Sedgwick Claims Management Services, Inc. for credentialing contractors. Additionally, the committee recommended board approval for a $50 million draw for claims legal billing services, noting a consistent downward trend in monthly legal expenses related to catastrophe claims over the past several months.

The committee reviewed the Customer Experience Update, which detailed the enterprise survey program, including modifications to the survey structure, scoring methodology, and administration processes. The discussion covered the usage of virtual policyholder focus groups to gather feedback and analyze complaints related to catastrophe events and general policyholder concerns. Initiatives for 2026 were outlined, such as enhancing billing options, IVR systems, and self-service functionality, alongside efforts to improve communications for cancellations, non-renewals, and depopulation. Additionally, an operational update was provided regarding current service metrics for the Customer Care Center, live chat, and policy services, noting trends in digital channel adoption and performance improvements.