Immediate risk management considerations
During a crisis, organisations must focus on protecting their people, maintaining operational continuity, and preserving financial stability. A structured crisis response can help manage disruptions in a coordinated and controlled way. Organisations should focus on the following actions to support an effective crisis response:
Activate crisis management plans early and use them to guide decision-making throughout the period of response
Have clear response structures in place with defined roles and responsibilities — including emergency response (operational) and crisis management (strategic) teams — to ensure accountability and timely decisions.
Ensure plans are fit-for-purpose, regularly reviewed and up to date.
Plan to communicate with employees and key stakeholders at defined or predetermined intervals to provide clear guidance, support safe working conditions, and maintain trust throughout the incident.
At the same time, it’s important to rapidly assess and prioritise emerging risks. Risk registers can support this process, helping leaders evaluate the severity and potential evolution of threats, as well as how risks may interact with one another. External factors — including geopolitical developments, supply chain disruption, workforce availability, and cybersecurity risks — should be continually monitored for direct and indirect operational impacts. Scenario modelling can help clarify possible trajectories of the crisis, enabling leaders to prepare for best-case, worst-case, and most likely outcomes.
As the situation stabilises, organisations should capture insights from the response to strengthen their resilience. Post-incident reviews and debriefs can identify what worked well and where improvements are needed. Scenario testing and tabletop exercises can help refine roles, responsibilities, and decision-making processes for future events. Active involvement from senior leaders in reviewing response efforts helps embed lessons from the crisis and strengthens organisational preparedness for future disruptions.
Engaging with risk consulting experts can also provide independent analysis and actionable insights. This can help organisations uncover blind spots, validate response strategies, and build more robust resilience plans.
Claims management
Effective claims management plays a critical role in helping organisations stabilise and recover during a crisis. Many insurers activate enhanced response protocols during periods of heightened risk, and organisations may have access to additional support services to assist with incident response and recovery. Engaging with insurers and brokers early helps ensure the appropriate support mechanisms are activated and that claims can progress efficiently.
When an incident occurs, organisations should notify their broker or insurer as soon as possible and capture relevant documentation, evidence, and records relating to the event. A well‑coordinated claims process provides clarity during uncertain situations, supports financial stability, and enables organisations to access the funds and services needed to begin restoring operations. While early guidance can help shape an immediate response, the handling and assessment of any claim will ultimately depend on the specific facts of each case and the applicable policy terms, conditions and exclusions. As a result, claims are always considered on a case‑by‑case basis.
By managing claims promptly and effectively, organisations can reinforce business continuity and demonstrate that they are supported and prepared to navigate unexpected events.
