Case Study

Helping a Major Resort Company Recover After Hurricane Melissa

SUMMARY/OVERVIEW

Facilitating a Return to Normal Operations

Hurricane Melissa left a devastating mark on the Caribbean when it hit in late October 2025, with Jamaica feeling the full force of the storm’s power. The tragic loss of life and impact were immense to the people, communities, and businesses that the hurricane left in its wake. With the region being a major tourist destination, recovery from Hurricane Melissa highlighted how natural disasters of this magnitude can be particularly challenging for the hospitality industry. A client that operated several resorts in the area reached out to our team for assistance as they began working through the insurance claims process so they could return normal operations quickly while receiving their full policy benefits.

Key Takeaways

The client received a first insurance payment within 30 days of making a claim.

With extensive knowledge and experience, our team offered onsite support and guidance through the claims recovery process.

Our team came prepared with tools to quantify losses, understand coverage, and position the client for the future.

Image of a resort in Jamaica.
The Challenge

Operational Disruption, Extensive Repairs, and Coverage Questions

The client operated three all-inclusive resorts in Jamaica, comprising more than 1,000 rooms among them. With sustained wind speeds of 190 mph and incredible gusts over 250 mph, Hurricane Melissa slammed the island as one of the most powerful storms ever recorded, causing significant damage across the client’s three properties. Wind, rain, and flooding ripped off roofs, blew out windows, and washed away structural elements among the various buildings at each resort. With the exteriors of the structures compromised, guest rooms, restaurants, kitchens, and other interior areas were exposed to the elements, requiring workers to gut rooms, repair drywall, and replace furniture and appliances.

While assessing damage and getting repairs underway, the client also needed to begin the insurance claims recovery process, quantifying damage from the storm and their business losses. They also needed to review their existing policy to understand what it would cover.

Image of a beach in Jamaica.
The Approach

Two-Track Recovery: Stabilizing Properties and Quantifying Losses

The recovery process consisted of two broad focus areas:

  • The first was repairing damage and mitigating further losses. With the storm's impact leaving building interiors exposed to the elements, it was essential for the client to stabilize working environments and seal holes in the roofs, facades, and windows of buildings.
  • The second was assessing the client’s business interruption loss. In addition to damage sustained by the resorts themselves, the hurricane had also affected critical infrastructure on the island, meaning tourism levels wouldn't return to normal for some time.

Our team was one of the first waves of nonhumanitarian or governmental workers to arrive in Jamaica after the storm, helping to provide an immediate presence for our client and guiding them through the claims recovery process. This included facilitating coordination with vendors and clarifying if the work being done fell within the client’s insurance policy or if the cost would be out of pocket. The client needed this essential information to make informed decisions.

Additionally, our extensive experience meant that we came prepared with tools that sped up quantification, so we could immediately begin gathering information and accurately calculate a dollar value for both the damage incurred and business lost.

We also assisted the client in evaluating their coverage, conducting exercises in purchasing the adequate amount that focused on acquiring enough to cover their needs without leaving themselves underinsured in the future.

Image of a beach in Jamaica.
The Results

Responding Quickly and Providing Guidance

  • Rapid Response

    By communicating with the client immediately after the event and arriving onsite shortly thereafter, we were able to begin quantifying losses quickly. This meant the client could submit a claim to their insurance company and receive payment faster. As a result, the client’s first advance from their policy arrived within 30 days of the initial claim.

  • Guidance and Preparation

    As part of our quick response, we came prepared with a prebuilt system that could readily quantify the client’s losses. Additionally, we coordinated with the client’s insurance broker and other vendors to help answer questions and provide information regarding out-of-pocket and covered expenses right away. This allowed the client to prioritize repairs with the peace of mind that our team had captured and documented all of the necessary components to process each claim and mitigate the risk of policy disputes later.


BDO’s Claims Recovery team works on behalf of policyholders, providing an independent and objective perspective to quantifying, compiling, and substantiating complex insurance claims. Our long history of preparing claims is respected by underwriters, adjusters, and their accountants, allowing us to recover more than $20 billion for our clients. 

In addition to post-loss services, we offer a proactive approach to recovery, leveraging insurance as a risk management vehicle to help companies protect their business in the face of disruption. Our team is dedicated to assisting our clients in navigating through the complexities of an insurance claim, and we are committed to helping them receive the benefits of their policies. Find out more about our team and schedule a meeting.

Our team’s deep knowledge and extensive experience allowed us to immediately begin helping the client through their recovery process. By coordinating with vendors and serving as a guide to answer questions as they arose, we offered the client a comprehensive understanding of their policy’s benefits.
Brad Murlick
Managing Director, Claims Recovery

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