How an insurance carrier manages crisis communications

Send us Fan MailDisclaimer: We edited portions of this recording from its originally aired version at Citizens Property Insurance Corporation's request.In this episode, Doug Filaroski joins host Jason Mudd to discuss how a property insurance company manages crisis communications. Tune in to learn more!Our Guest:Our episode guest is Doug Filaroski, senior communications representative at Citizens Property Insurance. He manages crisis communications projects, provides strategic consulting, and oversees the production of all types of content — from leadership messaging to digital communications and video.Five things you’ll learn from this episode:1. Citizens Property Insurance’s communications strategies 2. How to respond to a crisis 3. The role of crisis response centers during catastrophic events4. The importance of fraud prevention campaigns5. Why companies need a crisis communication plan Quotables“We feel a great responsibility — because we are the state or the people's insurance company — to provide them with good service.” — @Doug Filaroski“Florida was responsible for 79% of all the lawsuits in the United States against property insurance companies.” — @Doug Filaroski “When I started with a company about 10 years ago, I don't think we had as good a plan as we have now. So one of the best tips is to have a plan. Frankly, a lot of people I talk to in crisis communications don't really have a formal plan.” — @Doug Filaroski“I'm personally a big fan of templates. If I have to send the same email twice, I'd sure like to have a template for it for the third time, and I always encourage my teammates to do the same thing.” — @JasonMudd9“A lot of the comments you're making speak to the culture of your organization and that you obviously care and you're there to serve, as opposed to just being the solution that's the least desirable for your customers. I think that really matters and goes a long way.” — @JasonMudd9If you enjoyed this episode, please share it with others or leave us a quick podcast review.About Doug Filaroski Doug is a former journalist who's covered presidential campaigns, government corruption, and growth. He now works as a corporate storyteller. After stints at a Fortune 500 company and the JAX Chamber, he moved on to internal, external, and crisis communications for Citizens Property Insurance in Florida. Doug is also the vice president of communications for the Florida Chapter of the International Association of Business Communicators.Guest’s contact info and resources:Doug Filaroski on XDoug Filaroski on LinkedInCitizens Property Insurance websiteInternational Association of Business CommunicatorsInternational Association of Business Communicators - Florida ChapterAdditional Resources:10-step process to prepare a company for a crisis11 crisis management tactics to avoid or prepare for a PR disaster6 PR strategies for managing wildfire crisisCrisisPoint PR, Axia's crisis communicationsSupport the showOn Top of PR is produced by Axia Public Relations, named by Forbes as one of America’s Best PR Agencies. Axia is an expert PR firm for national brands.On Top of PR is sponsored by ReviewMaxer, the platform for monitoring, improving, and promoting online customer reviews.