Michael Cokins has seen it all. Hurricanes, floods, tornadoes—he’s been there to assess the aftermath. As a claims investigator based in Houston, Texas, he’s worked through some of the most devastating natural disasters of the last two decades. His insights offer a rare look into the challenges of the insurance industry and the resilience of those affected.
Witnessing the Human Impact
Michael’s career has taken him to disaster zones across the country. From New Orleans after Hurricane Katrina to Houston following Hurricane Harvey, he’s been on the front lines of recovery efforts.
“The hardest part is seeing the emotional toll on families,” Michael says. “You’re not just dealing with property damage. You’re dealing with lives turned upside down.”
A staggering 70% of Americans live in areas prone to natural disasters, according to FEMA. For many, navigating insurance claims during such times adds another layer of stress.
Challenges Faced by Claimants and Insurers
Michael emphasizes that disasters affect both claimants and insurance companies in unique ways.
For claimants, understanding their policies can be daunting. “Most people don’t read their insurance contracts until something goes wrong,” Michael notes. This lack of preparation often leads to misunderstandings about coverage.
On the insurer’s side, managing a sudden influx of claims is a logistical nightmare. During Hurricane Harvey alone, over 670,000 claims were filed in Texas, totaling $16 billion in damages. “Insurance companies aren’t built to handle that volume overnight,” Michael explains.
Fraud is another challenge. “Unfortunately, some people see disasters as an opportunity to game the system,” he says. This puts legitimate claims under additional scrutiny, slowing the process for everyone.
Lessons Learned
Michael believes disasters have taught him valuable lessons about human resilience, the importance of preparation, and the need for empathy.
- Preparation is Key “Disasters don’t give you a warning,” Michael says. Yet, many homeowners fail to prepare. He advises keeping an updated inventory of personal belongings, securing important documents in a waterproof container, and understanding your policy’s coverage limits.
- He recalls one claimant who meticulously documented every item in their home. “It made the process so much smoother,” Michael says. “Preparation can save you weeks of stress.”
- Communication Matters Michael highlights the importance of clear communication between claimants and insurers. “Be honest and detailed when reporting damages,” he advises. Providing photos and receipts can speed up the process.
- Empathy Goes a Long Way For Michael, empathy is the most important lesson. “You’re dealing with people on the worst day of their lives,” he says. Listening and showing compassion can make a world of difference.
Tips for Navigating the Claims Process
Michael emphasizes a straightforward approach to navigating the claims process effectively. He advises claimants to document everything thoroughly, including taking photos and videos of all damages as soon as possible. Keeping receipts for repairs and temporary accommodations is equally essential. “The more evidence you have, the better,” he says, highlighting how proper documentation can significantly streamline the process.
Understanding the details of your insurance policy is another crucial step. Michael notes that many people are unaware of what their policies cover, particularly exclusions like flood damage unless there is separate coverage. “Surprises can be avoided with a little homework,” he points out, stressing the importance of reading and knowing your policy.
Finally, Michael encourages patience and persistence. Natural disasters often inundate insurance companies with claims, leading to delays. While it’s important to follow up, he advises claimants to maintain patience throughout the process. “Claims take time, especially after large-scale events,” he explains, acknowledging the need for perseverance when dealing with overwhelmed systems.
A Contrarian Take on the Industry
Michael offers a unique perspective on the insurance world. While many criticize insurers for being slow or unhelpful, he sees it differently.
“Insurance companies aren’t villains,” he argues. “They’re businesses trying to balance risk and payouts.” According to the National Association of Insurance Commissioners, the industry paid out $91 billion in claims after Hurricane Katrina alone. “That’s not a sign of greed. That’s doing what they’re supposed to do.”
He also believes claimants need to take more responsibility. “It’s not all on the insurance company,” Michael says. “Policyholders need to educate themselves. You wouldn’t buy a car without knowing how to drive. Insurance is no different.”
Personal Reflections
Michael admits his work isn’t easy. “It’s emotionally draining,” he says. “You’re surrounded by loss and desperation.” Yet, he finds purpose in helping people rebuild.
He recalls a family in New Orleans whose home was destroyed by Katrina. “They had nothing left but a photo album,” he says. Michael worked tirelessly to ensure their claim was processed quickly. “Seeing them start over—it’s moments like that which keep me going.”
Building a Resilient Future
Michael believes the future of disaster recovery lies in innovation. From drones assessing damages to AI streamlining claims, technology is already making an impact. “We’re just scratching the surface,” he says.
However, he stresses that technology shouldn’t replace human connection. “You can’t automate empathy,” Michael says. “People need to feel heard and supported.”
Final Thoughts
For Michael, every disaster is a reminder of the strength of the human spirit. “People are resilient,” he says. “No matter how bad it gets, they find a way to rebuild.”
His advice is simple yet profound: prepare, communicate, and have empathy. “We can’t stop disasters from happening,” Michael says. “But we can control how we respond.”
In a world where natural disasters are becoming more frequent and severe, Michael’s insights offer a roadmap for resilience—both for individuals and the insurance industry.
