Gallagher Bassett

Catastrophe Claims Response

The Art of Preparation

Jon Winsbury

23 October 2014

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Key Learnings from Past Experience

1. No two catastrophes are identical

2. They do have common features

3. People who think they’re prepared

usually aren’t

4. Pragmatic veterans are needed and

need to be listened to.

The Art of Preparation

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1. Planning Discipline

2. Reverse the pressure

3. Micro vs Macro

Planning Discipline

Case Study: Christchurch EarthquakeOn 4 September 2010 a 7.1 magnitude earthquake struck the Canterbury region of New Zealand’s South Island. By the end of December 2011 in excess of 422,000 claims had been received.

• Pre-test and refine constantly

• The human element - human beings are a wildcard, people revert

to type under pressure

• Think and pause before changing

• The discipline of planning is more important than the plan itself

Reverse the Pressure

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Case Study: Avgas Contamination

Our client allegedly sold improperly refined avgas, which resulted in the grounding of Australia’s entire piston driven aircraft fleet for months.

Fear and uncertainty generates urgency – reverse the pressure

• Proactive, controlled, consistent communication

• Keep ahead of the wave

• Set and manage expectations

Micro vs Macro

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• Don’t forget micro, the

small stuff can kill you

• Engaging your supply

network

• Managing your

infrastructure

• Scalability

MacroPolitical

EnvironmentalSocial

Technological

MicroSuppliersPrintersPhones

Intermediaries

Conclusion – how do you know you’re prepared?

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“A plan is nothing; planning is everything”Dwight D. Eisenhower

• Assume catastrophes are going to happen

• Test your plan

• Update it yearly

• Shake it up

• Remember no plan will survive first contact

Are you ready?