When Insurance Bureau of Canada (IBC) staff are deployed to a disaster zone as part of the Community Assistance Mobile Pavilion (CAMP) program, there’s a lot to pack: clothes for all types of weather, insurance information, and signage to direct victims to the IBC/CAMP booth.
“But perhaps what’s most important to bring is empathy,” said Marc Lefebvre, Underwriting Coordinator, IBC. “When we head to a disaster site, it’s not just about insurance – people have lost everything, and they often don’t know where to begin. We’re there to listen and help them take those first steps when everything feels overwhelming.”
Marc was part of the team that travelled to Jasper, Alberta this past summer after wildfires tore through the well-loved tourist town and national park. The devastation was overwhelming: over $880 million in insured damage, neighbourhoods reduced to rubble and ash, smoke still rising from the ruins. A third of Jasper was gone; homes, cars and businesses destroyed.
The CAMP Program in Action
IBC’s CAMP program is deployed after major disasters, providing immediate on-the-ground assistance to residents and business owners as they prepare to begin the claims process. In Jasper, IBC set up CAMP alongside booths staffed by insurance representatives from more than a dozen insurers in a tented area hosted by the Canadian Red Cross. Over the course of eight days, the industry met with more than 2,000 residents.
While helicopters occasionally circled overhead to douse new fires and manage flare-ups, insurers and the CAMP team focused on their mission – to bring support, empathy and expertise to a community in crisis.
“When you’re standing in front of someone who has lost their home, their car or their business, they’re in shock,” said Anne Marie Thomas, Director, Consumer and Industry Relations, IBC. “Sometimes they just need someone to listen to them before they can start asking the right questions.”
CAMP representatives provided guidance with general insurance information, helped residents connect with their insurers, and answered various questions: What should I ask an adjuster? How do I document damage? What can I expect going forward?
Sometimes the support that IBC offered was for simple, practical needs, such as setting up chairs for people waiting to speak with their adjuster.
“It’s important to be forthright with people,” Marc explained. “The claims process takes time. Labour and materials are often in short supply after a disaster. We don’t sugar-coat it, but we make sure they know their insurer is with them every step of the way.”
A Massive Recovery Effort
Acting as the collective voice of the industry, IBC also plays a crucial coordinating role between insurers and emergency response officials, governments, media etc. By acting as this central hub of information and communication, IBC’s efforts free up individual insurers and their adjusters to focus on what’s most important: serving their customers and managing claims.
With roads blocked and access limited, clear communication was essential. “We were relaying updates from emergency officials to insurers on the ground,” Anne Marie said. “When there are dozens of adjusters needing the same information, we’re in a position to help keep things moving smoothly.”
One of the largest efforts was the collection and disposal of refrigerators and freezers that had been without power for weeks. Following a disaster, these appliances and their rotting contents pose a serious health risk, and coordinating their safe removal was no small task. “IBC organized the industry in this collective effort,” said Anne Marie. “It was a significant operation, but an essential early step in the rebuilding process.”
Behind the Scenes
At the centre of the coordinating efforts was Rob de Pruis, National Director, Consumer and Industry Relations, IBC, and the driving force behind all CAMP deployments. The leadership Rob offered in Jasper helped ensure that insurers and officials worked together to deliver timely support. “Rob was a rock star,” Anne Marie said. “Serving as logistician and spokesperson, he worked tirelessly during this crisis to keep us all on the same page and maintain an open flow of communication.”
Adjusters on the Frontlines
Marc and Anne Marie both spoke highly of the resilience of the Jasper residents and the adjusters who worked to help them. “The lineups never stopped,” Anne Marie recalled. “These adjusters were there from morning to night, providing residents with hope and a path forward in the midst of tragedy. It made me proud to be part of this industry.”
The human aspect of recovery was front and centre in Jasper. Marc noted that CAMP deployments bring theory into reality. “As a trade association, IBC is often focused on public policy issues, like how to make Canada more resilient to natural disasters,” he said. “But during major claims events is when it all becomes real, it becomes a potent reminder of why we do what we do.”
Hope in the Midst of Devastation
The wildfires left a lasting scar on Jasper, but the resilience of the community was evident. “Wildfire is unpredictable,” Marc continued. “You’d see one house standing, untouched, while the house next door was reduced to rubble. It was heartbreaking, but the townspeople supported each other, even in the worst circumstances.”
Anne Marie added: “It’s a sad irony that the more CAMPs we deploy, the better we get at it. We wish they weren’t needed at all. But seeing first-hand how essential this work is, especially when people are facing the worst moments of their lives, shows why this industry matters so much.”
