20/20 reports that State Farm may have been up to some hanky panky after Katrina. Then State Farm responded. Sounds like Susan Q. Hood is using lawyer speak. Pretty sad.
Now I've been a loyal State Farm customer for 30 years now. Katrina was and is a huge event and as such, much fraud. And I don't care how well run your organization is, there will be over zealous people who don't do the right thing.
But it's how you respond that is important. I'm perplexed that I had to dig through 3 levels in State Farm's web site just to find the press release. More importantly, nowhere do they talk about an internal investigation into these allegations. Because they want to do the right thing.
And where is Edward B. Rust Jr., head of State Farm?
Today's lesson. If you get skewered by a national news organization, don't hide behind your lawyers. Come out and be outraged, not about the report, but the fact that anyone in your organization could do such a thing. And take care of it. Talk is cheap.
Now here's the ironic part. Coming up in November, State Farm's Susan Hood is giving a talk.
Leadership Lessons Courtesy of Mother Nature
Susan Hood, Senior Vice President of Claims, State Farm Ins. Co.
Moderator: Michael Matlock, Ph.D., Agency Vice President & Chief Compliance
Officer, State Farm Ins. Co.
one company’s story of critical lessons learned in responding to some of the
largest catastrophes in our nation’s history. The establishment of proven
methods of success and best business practices can impact your brand positively
or negatively based on the speed and quality of your response to the unexpected.
about how systems and people resources can be fully integrated to achieve your
stated objectives ultimately allowing you to meet the needs of your customers
and recover from the unexpected.
In the meantime, I'm thinking about moving my business elsewhere unless State Farm decides to investigate.