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Business Response Strategy 6 Basic Principles 1 WE WILL ACT AS ONE BUSINESS UNDER A SINGLE LEADERSHIP • The Surge Response Team will act across Product Lines 2 WE WILL HAVE DEFINED PRE-EVENT PLANNING • 24/7 monitoring • Pre-set Alert processes • Appropriate and defined communication as situation develops 3 WE WILL HAVE A CLEAR COMMUNICATION STRATEGY • ‘Triggers’ dictating the nature of the business response • Defined reporting criteria appropriate to Surgewatch alert level • Escalation processes 4 WE WILL CLOSELY MONITOR OUR CAPACITY • Capacity monitoring becomes BAU • Close liaison with clients over surge procedures • Close liaison with clients over capacity and being prepared to give a ‘conditional’ yes to new claims 5 WE WILL FOLLOW A PRE-DEFINED OPERATIONAL RESPONSE • ‘Pump Up’ the whole of CLUK so that all parts of the business contribute in equal degree • No local offices but local Drop-in Centres where appropriate • Use of own adjusters on surge work • Use of contract adjusters on BAU • Surge Response Site Notes 6 WE WILL PROVIDE PORTFOLIO MANAGEMENT • Immediate use of pre-defined Management Information
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Business Response Strategy6 Basic Principles
1 WE WILL ACT AS ONE BUSINESSUNDER A SINGLE LEADERSHIP • The Surge Response Team will act
across Product Lines
2 WE WILL HAVE DEFINEDPRE-EVENT PLANNING • 24/7 monitoring• Pre-set Alert processes• Appropriate and
defined communicationas situation develops
3 WE WILL HAVE A CLEARCOMMUNICATION STRATEGY• ‘Triggers’ dictating the nature of the
business response• Defined reporting criteria
appropriate to Surgewatch alertlevel
• Escalationprocesses
4 WE WILL CLOSELY MONITOR OURCAPACITY • Capacity monitoring becomes BAU• Close liaison with clients over surge
procedures• Close liaison with clients over
capacity and being prepared to givea ‘conditional’ yes to new claims
5 WE WILL FOLLOW A PRE-DEFINEDOPERATIONAL RESPONSE• ‘Pump Up’ the whole of CLUK so
that all parts of the businesscontribute in equal degree
• No local offices but localDrop-in Centres whereappropriate
• Use of own adjusters on surgework
• Use of contract adjusters on BAU• Surge Response Site Notes
6 WE WILL PROVIDE PORTFOLIOMANAGEMENT• Immediate use of pre-defined
Management Information
Business Response Strategy6 Key Elements
Event work retainedby adjuster and
supported by localoffice
EVENTResponse will
mirror BAU
Existing stafffrom all UK
offices deployedto the event
Redeployed /contract staff
used to backfillBAU locations
On-site ‘Drop-inCentre’ manned bylocal staff assisting
handling offices
Capacity willincrease across all
business sites1
2
3
4
5
6
