Natural Disasters and Crisis Management

Transcription

1 Before and After the Storm Natural Disasters and Crisis Management

2 Introduction Theresa Severson, VP Insurance & Risk, Retail Properties of America Inc. Mitchell Dane Henry, Claims Manager, Retail Properties of America Inc. Sarah Sherman, EVP Property Practice Leader, JLT Specialty US Lesa Medeiros, VP Claims Advocacy, JLT Specialty US Stephen Fox, SVP Property Risk Control Leader, JLT Specialty US 2

3 Questions to Consider What are the worst things that could happen to my organization? When is the worst time that an event could occur? What can be done to prevent or decrease the impact of the incident / event? What is the communication process during the crisis? How could a disaster impact employees? Impact to external stakeholders (e.g. community / public safety, local emergency access) 3

4 Insurance Program and Loss Prevention Program assessment and evaluation of limits Quantifying key risk & exposures property advanced analytics Corporate risk tolerance Traditional insurance vs. alternative risk transfer Policy wording key covering the claim before it occurs! 4

5 Business Continuity Plans Business Continuity Plans are as varied as the businesses they support and the associated hazards faced, but that is why they are worthwhile. STANDARD CUSTOMIZED FOR YOUR BUSINESS People Financial Technology Connectivity BUSINESS 5

6 BEFORE THE STORM 6

7 People & Communication Internal: stakeholders, insurance & risk management, accounting, communication dept. Conference calls, updated storm information, potential risks Employee safety! Consider employees calling central number outside of area to advise their status! Keep copies of contact list & continuity plan External: Insurance broker/insurers, customers, business partners, vendors Insurance Broker: Discuss coverage/financial impact, alert Insurers/TPA, share information Vendor/Contractors: arrange contracts/commitment to respond to your assets as priority Customers & business partners: communications/updates Publicly Traded Company: What are the obligations to report possible financial risks? 7

8 Financial Impacts & Knowing Your Coverage Quantifying best case vs. worst case scenarios using advanced analytics loss estimates RSM Risk Modeling 8

9 Financial Impacts & Knowing Your Coverage Geospatial analysis of catastrophe exposure CATography, JLT s proprietary mapping program Evaluates risk in current portfolio by providing geospatial view of TIV aggregation and resulting exposure by peril Assesses impact of any changes to exposure brought about by additions or deletions to portfolio Visualizes loss impact by comparing portfolio to historical catastrophic event footprints Provides real-time information and tools to assess the level of exposure to portfolio, in the event of a large present-day catastrophe 9

10 Financial Impacts & Knowing Your Coverage Hurricane Harvey vs. Portfolio Exposure Heat Map / Hurricane Irma vs. Portfolio Exposure Heat Map 10

11 Financial Impacts & Knowing Your Coverage Applicable Coverage What coverage will be triggered? Deductibles How will deductible be applied? 11

12 Asset Preparation/Property Risk Practical Applications: Documentation: Inspect properties Secure loose equipment/ property Inspect roof drains, remove debris Place sandbags Keep records of pre-storm preparedness Document notifications/updates to tenants Keep copies of employee contact list & continuity plan Attach window protection 12

13 Know Your Risk Review lessons learned from past events and apply to preparedness plans Severe Storm Preparedness Summary Share Your Plan Discuss your plan with all employees Employee Safety Advise employees to have 3-5 days of provisions, reinforce prudent practices, and update/validate contact lists Consider which Assets are Critical and How to Protect Them Elevate or secure critical equipment Preserve Critical Services Necessary to Continue or Recover Operations Consider electrical services, water, and communications contact service providers accordingly Secure and Protect Building Openings Anticipate wind-driven debris and secure windows/openings Review Emergency and Disaster Recovery Plans Use plan outline to consider specific threats and anticipate staffing, supplier, and community impact 13

14 AFTER THE STORM 14

15 Stages of Response (Example: roadmap to recovery) Stabilize/Assess Remediation/Recovery Rinse/Repeat Phase I: 24 Hours Phase II: Hours Phase III: Continuity/Alt Ops Function/Owner Incident Commander Communication, method of status reports Plan development and organization Establish process Security, Safety, Health, Environmental Safety tips, rounds (link do documents) Revised protocols, incident investigation and reporting Compliance reporting (link to standards) Operations, Facilities Assessments and protective measures Emergency repairs, monitoring damage Plan to normal ops (link to plans) IT, Finance, Legal, Procurement, etc. Communication, threat assessment Contractor support (link to contacts) Alternative supply, temp services, compliance (This is a generic model customize according to operations, hazard and applicable standards) 15

16 Activate Your Plan Initiate BCP Contact critical suppliers & business partners Put in place alternative methods to continue business ops Incident response team liaise local authorities Code requirements, curfews, communicati ons restrictions 16

17 Operations & Site Stabilization Employee Safety Account for all employees notify emergency responders if in peril Consider employee needs provide shelter, food, gas As soon as safe, inspect each property Take photos of damage/videos What are first indications of damage? Secure building assess need for private security if necessary Prevent further damage Engage Vendors/Contractors Emergency repairs prevent further damage Coordination between department regarding specific inspections, ie: roofing, buildings, etc. Documentation of repairs, invoices with detail/back-up, work orders with detail, status reports 17

18 Claims & Coverage Site Inspection with Adjuster Risk management/property manager/ broker work together to coordinate Identify damage Reach agreed scope of repairs/pricing Applying Coverage What s covered/what s not? How are deductibles applied? What falls outside coverage? Is there an NFIP to consider? Daily calls & reports with relevant departments & broker Communication with stakeholders Property management communicates with tenants, tenant reports of damage/ impact Continuous coordination/ communications with risk management & broker Continuous Communications 18

19 Avoid Potential issues Use resources from your broker they are your advocate and ally Understand your coverage before the storm Prepare your properties and your people set expectation of after the storm process Include your broker claim advocate! When working with adjuster/insurer consultants! Reach agreed scope of damage/pricing! Documentation of work performed o Invoices with back-up and details of time/materials 19

20 Lessons Learned What worked? What could be improved? What didn t work? Plans for the future? 20

21 Thank You Stephen Fox SVP Property Risk Control Leader, JLT Specialty US Mitchell Dane Henry Claims Manager, Retail Properties of America Inc. Lesa Medeiros VP Claims Advocacy, JLT Specialty US Theresa Severson VP Insurance & Risk, Retail Properties of America Inc. Sarah Sherman EVP Property Practice Leader, JLT Specialty US 21