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

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