What Insurance Clients Remember Most After a Catastrophe

In late January 2026, a major winter storm hit more than 30 states and impacted over 200 million people. Freezing rain. Heavy ice. Sleet. Snow. (CBS News) (The Guardian)

And for a lot of policyholders, the storm created more than damage.

It created stress. 

Confusion.  

Uncertainty.

And in moments like this, your clients are quietly asking themselves one question:

“Is my agent really there for me?”

1 - What Happens After the Storm Matters

When severe weather hits, agents often see a spike in calls. But what many don’t see are the customers who don’t call.

Because some people are overwhelmed. 

Some don’t know what’s covered. 

Some assume their situation “isn’t bad enough.” 

And some are waiting to see if their agent reaches out first.

Silence during a crisis can send the wrong message.

2 - Clients May Perceive Indifference

Most clients don’t leave because of one bad experience.

They leave because, over time, they feel forgotten.

Research consistently shows that a lack of proactive, meaningful communication is one of the biggest drivers of insurance churn.

Key findings from Gitnux:

• Lack of communication is cited by 22% of customers as a reason for churning

• 50% of customers have not heard from their insurer in the last 12 months, driving passive churn

• And the most shocking one, 68% of customers that churn believe the company doesn't care about them

But here’s the good news: when agents do reach out, even in small ways, they can rebuild trust, reassure clients, and strengthen relationships.

Every check-in is an opportunity to show that you’re present, listening, and ready to help and these moments are remembered long after the storm has passed.

All of this directly improves retention.

When clients hear from their agent during high-stress moments, loyalty grows.

Once that relationship strengthens, clients are far more likely to stay — even when other options appear.

3 - If You’re Overwhelmed

Let’s be real — after a storm, your days get chaotic.

You’re helping people, handling claims, answering questions, and trying to keep up with your own life.

You don’t have time to call every single customer.

That doesn’t mean you don’t care.

And you're not alone either.

EngageX exists to help agents remain proactive, responsive, and present, especially when customers need reassurance the most.

4 - How EngageX Can Help You

We use a dedicated catastrophe call script designed for these situations. Our service is month-to-month, so once the immediate need has passed, you can adjust your package or cancel as needed.

When you combine timely calls with personalized check-ins:

• Clients feel seen and supported

• You save time during high-volume periods

• Urgent needs are handled faster

• Relationships are strengthened, not strained

Proactive outreach during catastrophe events is critical, whether it’s done by our callers or yours.

And that same proactive approach doesn’t have to stop once the storm passes.

5 - The Next Level Agent

Catastrophes get attention but they aren’t the only moments that matter.

EngageX can also help agents stay connected year around, not just during disasters.

Our callers help identify coverage gaps, overlaps, or outdated limits, before they become costly problems.

Life is constantly changing for your clients. New homes. New vehicles. Renovations. Boats. Businesses. Growing families.

And when those changes happen, coverage often doesn’t keep up.

That’s where next level agents stand apart.

Clients know their agent is watching out for them, not just selling them a policy and disappearing.

This kind of proactive care builds trust, reduces surprises, and reinforces the relationship long before a claim ever happens.

It helps your clients not feel forgotten, in big moments and small.

That’s what being a next-level agent looks like.

6 - The Takeaway

Disasters are unavoidable.

But clients feeling alone or forgotten doesn't have to be.

And we’re happy to help if you need.

Use the button below to schedule a call with one of our reps to see if we can help you with your customer outreach!

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