Most retreat centers don't think much about insurance until they need it. We pay our premiums, renew our policies, and hope nothing happens. Then a tree falls, a guest slips, or someone breaks in, and suddenly the questions become urgent.
On October 30, 2026, the Retreat Center Collaboration hosted a Community Call on Preparing for an Insurance Claim: What Every Retreat Center Should Know, featuring Francisco Burgos, Saralyn Pratt, and Michael Shewburg. Each shared firsthand experiences of navigating insurance claims, followed by reflections and practical insights from retreat center leaders across the U.S. and Canada.
This wasn't an insurance seminar or legal advice. It was an opportunity to learn from one another's experiences and consider how our centers can be better prepared.
Three Stories, Important Lessons
1. A Storm That Changed Everything
Francisco shared how a powerful storm swept through his retreat center outside Philadelphia, bringing down 72 trees in just 15 minutes. Six buildings suffered roof damage, a guest's car was crushed, and fallen trees blocked every entrance, preventing emergency vehicles from accessing the property.
Fortunately, no one was injured. But the damage continued to emerge long after the storm. Trees that initially appeared healthy developed problems months later, and insurance coverage was limited. Trees not touching insured buildings were generally excluded, even though the center's grounds were an important part of its ministry.
Key lessons:
Conduct regular tree and property assessments, ideally with an arborist.
Maintain clear emergency access routes.
Establish policies for hazardous cleanup, including who may operate chainsaws.
Understand what your insurance covers before disaster strikes.
The conversation highlighted the challenge of balancing environmental stewardship, guest safety, and limited financial resources.
2. A Slip on the Ice
Saralyn described a winter incident in which a guest slipped on ice and broke her leg despite extensive efforts to salt pathways, post warning signs, and maintain safe conditions.
The guest subsequently hired an attorney, and the insurance claim remains unresolved months later.
What proved especially valuable was documentation. Photographs and security footage showed the conditions at the time of the fall, including staff efforts to maintain the area earlier that morning.
Key lessons:
Establish clear procedures for responding to injuries, including when to call emergency services.
Train staff in first aid and compassionate, appropriate responses.
Document incidents promptly with photographs, witness statements, and incident reports.
Refer legal correspondence to your insurer and follow professional guidance.
Participants also discussed the importance of consent when assisting injured guests and the limitations of liability waivers, which do not eliminate a center's responsibility.
3. Two Break-Ins, Two Insurance Claims
Michael shared an experience from his former retreat center in Canada during the COVID-19 shutdown in March 2020. Intruders entered the property on consecutive nights, stealing equipment, damaging buildings, taking the center's keys, and leaving a walk-in cooler open, destroying its contents and motor.
The combined damage and theft totalled approximately $60,000. Because the incidents occurred on separate nights, they were treated as two claims, each with a $5,000 deductible. Replacing locks throughout the property cost an additional $15,000.
The claim also revealed that the center was underinsured by 6%, reducing its contents coverage proportionally.
Key lessons:
Review property valuations and coverage levels regularly.
Understand deductibles and how multiple incidents may be treated.
Maintain accurate inventories and secure key-management systems.
Consider business interruption coverage and the protection of sensitive information.
Beyond the financial impact, the break-ins left staff feeling vulnerable and violated. The emotional consequences lasted well beyond the physical repairs.
Making Insurance Part of Annual Planning
A recurring theme was the importance of treating insurance as an ongoing leadership responsibility rather than an annual renewal task.
Participants recommended several practical approaches:
Review your entire policy annually. Meet with your broker to discuss exclusions, deductibles, valuations, and changing risks.
Conduct regular safety walks. Examine buildings and grounds for hazards, using checklists and documenting corrective actions.
Develop and practise response procedures. Staff should know how to respond to injuries, harassment, security incidents, and emergencies.
Keep documentation current. Maintain incident forms, photographs, maintenance records, inventories, and staff training records.
Assess unusual activities before approving them. Even seemingly harmless requests, such as a children's piñata activity or an outdoor skating rink, may create significant liability.
The group also explored whether RCC could help centers access better insurance options through shared purchasing arrangements or brokers familiar with retreat center operations. This remains an idea worth investigating, with different requirements likely for Canadian and U.S. centers.
Learning Through Real-Life Scenarios
Participants considered three hypothetical situations that retreat center leaders may encounter.
A harassment complaint: A guest reports repeated inappropriate comments from another participant. How does leadership protect those involved, respond fairly, document concerns, and determine when outside support is needed?
A piñata injury: A child is injured during an activity organized by a rental group. Who is responsible, and what risk-assessment process should have happened beforehand?
A request for an ice rink: A group wants to introduce an activity that may fall outside the center's usual insurance coverage. How should leaders evaluate the request before agreeing?
These conversations reinforced a simple principle: Good policies matter, but staff also need to practise applying them. Just as we conduct fire drills, we can prepare for other incidents through training and scenario discussions.
The Human Side of a Claim
Perhaps the most meaningful reflection came toward the end of the call. Francisco described finding himself alone in his office, overwhelmed and in tears after surveying the storm damage and navigating the first conversations with his insurer.
Other leaders recognized that experience. When something goes wrong at a retreat center, it often feels deeply personal. These are places dedicated to hospitality, safety, healing, and community.
Participants emphasized the value of staff debriefings, opportunities for reflection or prayer, and simply giving people permission to acknowledge the emotional impact of a crisis. A claim is not only an administrative or financial event. It can affect the wellbeing of an entire team.
What We Take Forward
As the conversation closed, participants identified practical next steps: scheduling insurance reviews, strengthening incident documentation, updating staff policies, conducting risk assessments, and practising emergency responses.
But the most important takeaway may have been the value of learning together.
Francisco recalled how a conversation with another RCC leader helped him navigate his own insurance challenges with greater confidence. That's what the Retreat Center Collaboration is about.
We don't need to have every answer individually. By sharing our experiences, asking difficult questions, and supporting one another, we become better prepared to care for our people, our properties, and the communities we serve.
This article reflects peer experiences shared during an RCC Community Call. It is not insurance or legal advice. Consult your own insurance broker and appropriate professionals regarding your center's specific circumstances.
Watch the full conversation: Community Call: Preparing for an Insurance Claim: What Every Retreat Center Should Know
