How an insurance carrier manages crisis communications

On Top of PR with Jason Mudd

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Disclaimer: 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 events

4. The importance of fraud prevention campaigns

5. 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.” — @JasonMudd9

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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 X
Doug Filaroski on LinkedIn
Citizens Property Insurance website
International Association of Business Communicators
International Association of Bu

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