As a wholly owned subsidiary of FM Global, AFM provides retail clients with world-class claims services so that management and store personnel can focus on maximizing value and serving customers' needs.

AFM claims partners with retailers during loss to:

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Settle claims quickly

The best kind of loss is a closed loss.

When a loss occurs, retail clients need to reopen their doors as soon as possible or risk losing market share. To speed the settlement process, AFM uses internal loss adjusters on nearly 85 percent of claims. These adjusters are given the authority to work with clients to get them back in business quickly—including making advanced payments as required. In 2011 we introduced an accelerated claims process for losses less than US$100,000, which has resulted in those claims being settled 62 percent faster than before.


Mitigate damage

Working together to mitigate the loss helps clients reduce their long-term cost of risk and protect their market share.

When a loss occurs, it's in everyone's best interest to contain it as much as possible. Large losses can hurt a retailer's long-term cost of risk through higher out-of-pocket deductibles and premiums. Additionally, larger losses require a longer recovery, which can adversely affect customer and supplier relationships and potentially lead to long-term loss of market share.

AFM partners with clients before, during and after a loss to help retail clients mitigate its impact.


Learn from loss

Once a loss happens, it should not happen again. We partner with clients to understand the cause of their loss and develop solutions to prevent it from recurring.


Retail clients are exposed to many property perils. Stores often need to be located in areas where people live, exposing them to a variety of natural disasters. Retail goods are often highly susceptible to smoke or water damage, which can turn smaller losses into much larger ones.

AFM works with clients to prevent loss; however, losses do happen. When a client does have a loss, we work with them to learn from it and take steps to help prevent it from recurring.

Read more to see how a retail client experienced a winter storm and how plans were made to reduce the severity of any future events.

A retail grocery client in the northeast United States suffered business income losses when a winter storm disabled their power supply. Afterwards, they met with their AFM account engineer to devise an emergency response plan to keep their grocery stores operating in the event of another power outage. In addition, they purchased backup generators for some stores and contracted with a freezer truck company to protect perishable food in others.

It didn't take long for the plan to be put to the test. During the next hurricane season, as a storm made its way up the East Coast, the client began executing the plan, instructing store managers to secure outside property, clear roof drains and notify their arranged contractors. They also staffed a help desk to assist store personnel with any difficulties processing payments. They tested their backup generators and queued up the freezer trucks.

Ultimately, the hurricane delivered 117-kilometre-per-hour (73-mile-per-hour) winds and 14 centimetres (5½ inches) of rain, leaving more than 400,000 homes and businesses without power for over a week.

Fortunately this client was well prepared. A few hours after the storm passed, the grocery stores reopened their doors for business. Because many competing stores were not as well prepared, the grocer enjoyed a sales boost from customers needing to replenish their food supplies.


Provide clear, transparent guidance from claim to settlement

Frequent, open communication is essential for meeting and managing clients' expectations.

Your staff, and consultants hired by you, initiated phone calls, returned calls quickly and were willing to meet at the site or our corporate office whenever needed.
— Client

The AFM claims department provides the knowledge, expertise and guidance to help clients through the claims process from beginning to end. As soon as the claim is filed, your adjuster will explain what to expect and how to expedite the process. Frequent, responsive communication from your adjuster keeps you and any other involved parties up to date on the claim status.