Catastrophe Response

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Travelers: Together We Can

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Video opens with shots of smoke and haze over the Southern California hills. Karen being interviewed in front of her burned-up home.

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KAREN H: There'd been a couple of warnings through the fire department that we were going to be experiencing bad weather, and we'd been getting them for weeks. But this one seemed a bit more dire. I'm underplaying it – a lot more dire.

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Tom being interviewed in front of his home. Dashboard cam footage of wildfires, smoke and flying embers.

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TOM D.: About 10:25, I got a call that said, "Hey, there's a fire." So when I heard that, and I knew the winds were bad, I just packed up and came home. I couldn't get in.

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Shots of wildfires and burning homes.

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KAREN H.: Someone texted me and said there were flying embers. I called my daughter, and I said, "Grab everything that you can. I'm coming home, and we're going to evacuate."

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Dashboard cam footage of homes burning. A helicopter drops water on a burning hillside.

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TOM D.: We sat in traffic for hours while hillsides were burning. I just watched the embers just float over my head, and it got to the point where, "Am I going to get out and run?"

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Carl being interviewed in front of his burned-up home. Shots of homes and hillsides burning.

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CARL S.: If you just walked out on this street here and looked toward the end, the flames were just unbelievable. We're firmly convinced that we needed to leave. We didn't think we'd be leaving forever.

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Text: Together We Can. Over the smoldering remains of a burned-up home.

Aerial shots of whole neighborhoods destroyed by wildfires.

Text: Altadena, California. The smoldering remains of a Carl’s home. Shots of Carl looking at the remains of his house.

(SPEECH)
CARL S.: Our friend drove by our house, took a picture, and sent it to us. And, of course, you know, everybody just broke down. What's so hard about these events, you didn't lose a building. Our daughters grew up here. This was a beautiful, wonderful place to live. I guess the first question is, "How covered am I?"

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Shots of Kenny and Kerry, claim professionals from Travelers, shaking hands with Carl and examining Carl’s home.

Text: Carl S, Travelers Customer, Altadena, CA

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CARL S.: Fortunately, I had a broker who did a pretty good job. I say that one of the best things he did was pointing me to Travelers.

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Text: Kenny V, Property Claim Professional, Birmingham, AL.

Kenny being interviewed on the street of Carl’s destroyed neighborhood. Shots of Kenny, Kerry and Carl examining Carl’s home.

(SPEECH)
KENNY V.: I made contact with Mr. Smith and just wanted to let him know I was here for him. Travelers was taking care of his claim and to get those payments out to him and get him transferred into that temporary housing so he could have a more permanent place to stay and put them at ease and let them know that we just want to get you guys back to your normal lifestyle.

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Text: Kerry C, Property Contents Claim Professional, Indianapolis, IN.

Kerry being interviewed on the street of Carl’s destroyed neighborhood.

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KERRY C.: I've had several Zoom calls with Mr. Smith. We've just gone room to room, naming the big things. They've already been through so much. This is just a little bit that I can help try and make them whole again.

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CARL S.: As we got into the details of the policy, I realized we did have enough coverage to replace the items in our home, and then when I realized, "Okay, we'll even have enough to rebuild," that was really a relief, and then to have people like Kerry and Kenny behind me in a situation like this. Otherwise, I would be absolutely desperate. Travelers kept its promise in every way, even beyond what I would've expected.

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Text: Pacific Palisades, California.

An aerial of a neighborhood damaged by wildfires. Shots of Tom looking at his home.

Text: Tom D, Travelers Customer, Pacific Palisades, CA. Tom being interviewed in front of his home.

(SPEECH)
TOM D.: As I was coming into the Palisades, I started to cry because I saw... You don't understand the devastation. I filed my claim immediately. Jon immediately picked up the phone and introduced himself. He says, "Hey, I'm from Travelers."(DESCRIPTION)
Shots of Tom and Jon, a claim professional from Travelers, hugging Tom and examining his home.

Text: Jon L, Catastrophe Claim Professional, Alpharetta, GA.

Jon being interviewed outside Tom’s home.

(SPEECH)
JON L.: He was already aware that the house was saved. I met him out here on site, and then we walked through the property together. While it didn't really sustain any physical damage, it was really close to two houses that were complete losses.

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Jon and Tom inspecting the inside of Tom’s home.

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JON L.: So there was a high amount of ash and soot and smoke that was able to work its way through some of the doors and a couple of the windows. Our role is to get the house back where they had it before, but also, there's some emotional support we can provide by being that first point of contact.

TOM D.: I felt like I was the only customer that existed at Travelers.

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A montage of video clips and pictures of Karen’s home and family before the fires.

Text: Karen L, Travelers Customer, Pacific Palisades, CA

(SPEECH)
KAREN H.: I bought this house in an hour on, not a whim, but an instinct. I loved it. My daughter grew up in this house. It was certainly smaller than the other homes here, but was a sanctuary for us. I first start believing our home won't go. Our home, it's going to be there.

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Shots of a burning neighborhood and Karen’s doorbell footage going black. Shots of Karen looking at her burned-up home.

(SPEECH)
KAREN H.: And then the doorbell footage went out at about 5:45 that day, and I had a really bad feeling. As a mom, I have tried to teach my daughter. We're never victims. She said, "We lost everything." And I said, "Well, we didn't lose us. We didn't lose what it was. But yeah, the house is gone."

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Shots of the wreckage of Karen’s home and Amanda and Karen inspecting the home.

Text: Amanda O, Property Claim Professional, Downers Grove, IL

Amanda being interviewed outside Karen’s home.

(SPEECH)
AMANDA O.: I was able to see the satellite imagery, to be able to see that this was, in fact, a total loss. The fact that I had talked to her and kind of gotten her story ahead of coming out here, I took that opportunity to let her know that we're here to help. "Anything that we can do to make this process positive for you, that's what we're here to do." I just felt for her. I mean, the memories that she had and everything that we had discussed, to see it in person and to know that she had lost all of that, it was emotional. In these situations, people need more than just somebody to guide them through the process. They need a friend as well. I told her, "I'm along for the ride."

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Shots of a tile on a wall left standing in the rubble on Karen’s property.

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KAREN H.: Amanda instilled such trust, was extraordinarily efficient, above and beyond, and has an extraordinary humanity. No price on that. As we were going through the debris the first time walking the house, we came upon the back and saw that the tower was still standing, but also with this tile that a friend had brought back from Spain, and it was all intact. And the translation is, "When there's a hole in your heart, fill it with love." That's really the theme of what this next chapter is, I guess.

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Aerial of a Travelers catastrophe response van driving through a burned-out neighborhood. Shots of Amanda flying a drone to inspect damage.

(SPEECH)
TOM D.: The remediation company asked me who my insurance company was, and I said, "Travelers," and he says, "They have a disaster response team that is outstanding. We've dealt with them before. They're professional. They're competent, they're spread out throughout the country, and when there's a disaster, they all come to that one place."

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Text: Kristina E, Property Claim AVP, Southern California, Diamond Bar, CA

Kristina being interviewed in front of the Travelers catastrophe response van. Shots of Jon doing inspection work, burned up neighborhoods and the catastrophe response van driving.

(SPEECH)
KRISTINA E.: Something sort of magical happens out of these terrible disasters, and our team really feels it, and they feel it personally. They're willing to go above and beyond to be there for their peers, the customers, the company. It was a real all-hands-on-deck approach from our catastrophe partners, making sure that we had those resources available, our Major Case was available to come out and handle some of these large losses locally, that we were properly staffed. We also pulled resources from other local territories to support the L.A. area.

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Cell phone footage and pictures of a Travelers catastrophe response van being loaded with emergency supplies.

Text: Paimon B, Claim Regional Vice President, Southern California, Diamond Bar, CA

Paimon being interviewed in front of the catastrophe response van.

(SPEECH)
PAIMON B.: About that third or fourth day, we got about 20, 30 people together, and we created care packages – toiletries, water, diapers, food – and we loaded our CAT van up, completely filled it with supplies. And a few of us got in the van and we went out to the donation centers, helping people take things to their cars, comforting people, and answering questions that the community had.

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Shots of Jon, Amanda, Kenny, Kerry, Tom, Carl and Karen at their homes.

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TOM D.: Travelers is organized in a way to deliver service that's efficient and that's customer-centric to help people in one of the most difficult times in their lives. And when you do that, you're providing an enormous societal good because each of us on our own, we can't stand these losses. Collectively, we support each other and we can.

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Shots of Altadena, California prior to the wildfires.

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CARL S.: Altadena was a very beautiful, peaceful, and extremely diverse and welcoming place. I would love to see that kind of strength and that kind of ethos drive what happens here.

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Aerial shots of crashing waves and the beach from the Pacific Coast Highway prior to the wildfires.

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KAREN H.: The Palisades is very resilient. I love the fact that the people that loved it, they're coming back.

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Shots of Carl, Kenny and Kerry talking on Carl’s property.

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CARL S.: We would like to rebuild in a way that is a model of sustainability, more efficient, with materials that will be safe in a place like this.

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Shots of reconstruction, Kristina and Paimon and the Travelers catastrophe response van driving.

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KRISTINA E.: I am a local southern California native. I really just love the people I work with. I love what we stand for as an organization. It's incredibly rewarding and fulfilling to live out the Travelers promise in the work I do every day.

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Aerial shot of the Travelers catastrophe response van driving away.

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PAIMON B.: Travelers is here. Travelers is local. We're on the ground. We live here, we grew up here, so we're going to be step-in-step with our customers, and our employees are incredibly committed to help rebuild our community.

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Logo: Travelers.

Text: Copyright 2025, The Travelers Indemnity Company. All rights reserved. This material does not amend, or otherwise affect the provisions or coverages of any insurance policy or bond issued by Travelers. It is not a representation that coverage does or does not exist for any particular claim or loss under any such policy or bond. Coverage depends on the facts and circumstances involved in the claim or loss, all applicable policy or bond provisions, and any applicable law. Availability of coverage referenced in this document can depend on underwriting qualifications and state regulations.