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» VISIT US ONLINE @ DSNEWS.COM 11 translates into better analytics thus a better customer recovery experience. In our modeling, National General utilizes a combination of curated meteorological services and advanced geocoded modeling software to develop information about a catastrophe's potential impact on a loan portfolio. For instance, when a hurricane landfall is imminent, we feed property data into our catastrophe analysis software to generate servicer-specific exposure reports. Further, we provide county/ZIP code lists and maps for each catastrophe where FEMA announces federal declarations for individual disaster assistance. We also provide our data to clients for their use in proprietary models. It's also critical to quickly adapt and respond to advance the customer experience as well as satisfy regulatory matters. It's possible now to get out in front of an event both from a homebuyer prospective as well as operationally. Proactive communications and education can be delivered to inform or reinforce the customer's knowledge on what to do in the event of a loss. Also, the servicer and its insurance partner have the lead time to ramp up staffing and refresh catastrophe training. ey can also implement operational changes such as accelerated tracking to ensure renewals are paid in advance. For regulatory matters, such as the GSEs changing loss draft disbursement thresholds, it's imperative that servicers and their insurance providers quickly make the update and get needed funds into the homeowners hands. At National General, we use our technology to make on-the-spot updates to business rules that quickly implement process changes. It's also important to anticipate future activities. When notified of a loss, National General creates an electronic file in our Loss Drafts Platform, even before the claims documents are received, in an effort to expedite processing. When the documents are complete, they are available for view by customers or clients via our secure web portal. is proactive process and web-based technology allow us to accelerate the process to restore the homeowner's loss while providing a more cost effective approach to our clients, a win-win. HOW HAVE THE GSE'S SERVICER OBLIGATIONS CHANGED THROUGH THE YEARS? Servicers continue to be held to increasing levels of accountability by the GSEs. Specifically, they are required to maintain higher levels of vendor oversight, as servicers are held accountable for the actions of their service providers. e increasing capacity of technology allows National General to make the necessary updates to quickly update business rules to meet the ever-changing requirements of the GSEs and private investors. We also partner closely with our clients' vendor management teams and provide transparent reporting that is required for their GSE and other regulatory audits. ASIDE FROM USING DATA, WHAT MORE CAN SERVICERS DO TO HELP THE BORROWERS DURING A TIME OF CRISIS? Servicers and their insurance providers should be focused on the homeowner's experience during a crisis situation. Training call center staff to handle calls with empathy, with a focus on first-call resolution, and taking the time needed to resolve the issue, ensures the customer knows they are valued as a person beyond the business relationship. Beyond the Golden Rule, a focus on the human element creates true brand loyalty that benefits both the customer and the servicer. is customer-centric focus is especially important following a catastrophe. Homeowners are often displaced while dealing with complex personal and financial issues. is leads to stress, especially when dealing with a mortgage or insurance. A focus on simplifying and easing the homeowner's use of products and services in providing and obtaining required information is very important. is may require that communications methods be altered. Additionally, customers should have access to mobile-friendly tools as all of us increasingly use our smartphones to manage our lives. ese tools should be intuitive and make the process as smooth and efficient as possible since the borrower's ability to comply with insurance requirements may be challenged. HOW ARE LENDERS UTILIZING DATA TO HELP BORROWERS? Catastrophe data and analysis enables lenders to apply unique processing rules for homeowners in impacted areas leading up to and following a catastrophe event, such as providing targeted communications, waiving late fees in specific geographies, etc. Lenders can also activate assistance channels in their branches or service centers in the impacted areas, so that borrowers can obtain in-person assistance in their community or near evacuation points. Data also allows servicers and their insurance providers to analyze past events to help determine how certain tranches of customers will react to a loss and what their needs will be. For instance, homeowners with high value properties have different needs than those with starter homes. By pattern analysis, custom business rules and call scripts can be developed that best address the needs of each situation. WHAT ARE THE BIGGEST MISSTEPS COMPANIES MAKE WHEN RELYING ON DATA TO REACT AND PREPARE FOR A NATURAL DISASTER? e human element can often be overlooked when preparing for a natural disaster response. is happens inadvertently because of the level of additional effort necessary to respond to an event coupled with the need to maintain consistent business rules. It's important to employ measures to evince care and concern. One way is to empower staff to go beyond expressing empathy, but also to take the time to truly listen. Often having someone to talk to for even a minute or two can take away a lot of stress, as well as build rapport. ere should also be provisions in the response plan to allow for reasonable accommodations within the established business rules. One way to accomplish this is to offer a choice of potential solutions. e ability to make choices empowers a homeowner at a time when they feel many things in their life are completely out of their control. e human element is powerful as it is how we connect and how we build loyalty. It should never be discounted and should always put any data into perspective. "It's also critical to quickly adapt and respond to advance the customer experience as well as satisfy regulatory matters. It's possible now to get out in front of an event both from a homeowner prospective as well as operationally."

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