Whitbread's Claims Manager Receives Women In Insurance Award for Excellence 2019
Whitbread Insurance Brokers are excited to announce our very own Renee Cassidy as the recipient of the Women In Insurance Award for Excellence, 2019.
A crisis may occur at any time and can impact your business in a number of ways. Despite many years of good work in building a strong and favourable image in the community, your Strata firm’s reputation can be tarnished quickly if a crisis is not managed effectively.
To refresh your memory on what we covered in Crisis Management Part 1 and put this article into context – please click here.
In a crisis situation, it is immensely important that you have a pre-defined process in place to help reach an effective Crisis Management outcome.
When caught up in the frantic aftermath of a crisis, this will help to ensure that you and your Crisis Management Team have a clear process to follow, and can elicit a methodical response without overlooking any key areas.
The absence of a detailed response procedure could see this happen to the best of us!
Below we have provided a step-by-step guide for you to follow as an example.
When developing your own Crisis Response Process, we encourage you to refer to this template. Having a clear, pre-defined process will assist you to effectively manage potential crisis situations, while helping preserve your brand reputation.
Defining your key objectives at the outset of a crisis is core to the successful management of the situation.
Determine who, and what skills are required on the Crisis Management Team.
In a crisis you need to do the following:
Establish the following:
Figure 1. featured below, is an example you can reference when forming the structure of a suitable team.
When working through these scenarios, we recommend obtaining the views of your Crisis Team members. Don’t discount anything!
Establish immediate actions, as well as the information needed to stabilise the crisis situation. Enhanced information will assist decision making on more immediate priorities.
Consider the range of responses you have available, and the different risks associated with each option - What needs to be done now? What can wait?
Identify the range of stakeholders that are or will be impacted when managing the fall out. We recommend developing a contact list and logging all contacts for your records.
Develop the key messages you need to get out to your stakeholders.
It would be a good idea to have some basic templates prepared for a range of foreseeable crisis events. This will help to make communications more efficient in situations where many stakeholders need information quickly.
Important things to consider
When preparing for a crisis, there are several important aspects you need to address within your Crisis Response Plan. An overview of these elements is displayed in Figure 2.
Establishing an Event Escalation Process is essential to crisis preparation.
The Event Escalation Process involves developing set criteria that enables you to define a crisis. This will help you to determine whether you do in fact have a crisis situation on your hands, and whether you need to set your Crisis Management Plan into motion.
In order to ascertain a clear picture of whether an event is a moderate incident or a crisis, we recommend you develop an Incident Escalation Chart. While these can be complex in nature, we have included a simple Incident Escalation Chart for you to follow as an example.
While the above is by no means an exhaustive guide on what you need to do to prepare a Crisis Management Response Plan, we hope this is effective in providing you with some direction on how you can begin to formulate the foundations.
In Part 3 of our Crisis Management Series, we will delve deeper into each of the core components of a Crisis Management Plan, providing detailed information on what you need to incorporate within each element.
This insight article is not intended to be personal advice and you should not rely on it as a substitute for any form of personal advice. Please contact Whitbread Associates Pty Ltd ABN 69 005 490 228 Licence Number: 229092 trading as Whitbread Insurance Brokers for further information or refer to our website.
The Victorian Branch of Women in Insurance presented Renee with this prestigious award at their annual AGM in August.