At a glance
- Property loss can cause disastrous knock-on effects to a business, resulting in reputational damage in some cases
- A comprehensive business continuity plan, which covers areas commonly missed, can limit damaging business interruption
- Over 60% of brokers frequently see underinsurance issues, driven by customers who are insistent on reducing costs
‘Hope for the best, plan for the worst’ may be an old adage, but it couldn’t be more relevant for business owners – especially when it comes to maintaining business as usual, in the face of property loss or damage.
While many companies are prepared for day-to-day upheavals, such as computer servers failing or being let down by suppliers, it is the knock-on effects from an unexpected disaster on company property itself, which can have the greatest impact.
During such an event, corporate customers often don’t think about smaller, yet significant factors – such as how to notify employees or access files – which, if dealt with immediately, can quickly help keep the business operating, whilst recovering.
Keeping the business going without a site
Whether a business is hit by a fire, flood or escape of water, a strong business continuity plan (BCP) can help minimise business interruption, and limit reputational damage, such as being unable to fulfil orders.
Our picture gallery shows the devastating effect of a major loss incident after a fictional fire at a biscuit manufacturing company.
For example, a key customer may rely on deliveries of a product that are suddenly not available, and is therefore unable to meet deadlines. Without a recovery plan, disastrous knock-on effects could severely damage customer service, relationships and potential profit.
For brokers, there are four factors that are often forgotten, yet are crucial for corporate customers to consider when minimising risks.
1. Location, location, location
The location of a property should be considered when assessing risk. The Environment Agency has maps that can easily identity whether a property in England is at potential risk from natural hazards, to help companies plan for the worst. Similar flood maps are also available for Scotland, Wales and Northern Ireland.
In the aftermath
Your customers should be strongly encouraged to access these.
Key information required in the first hour of a disaster and important considerations:
• Who is responsible for liaising with the emergency services?
• How is this done and when (during and after the incident)?
• How will an incident outside normal working hours be notified to the right people?
• Who is in charge of the business continuity plan? Who decides to activate the plan?
• Contact details for all members of the business continuity team
• Where does the team meet?
• Do they have access to the business continuity plan?
• An incident assessment including which business critical activities (e.g. internal and external communications, information technology) have been affected and the probable duration of the incident
• Agreeing an action plan to respond to the incident, based on your priority activities, customers or markets
• Learning lessons after the incident is over
• Communication failure
• Loss of admin function and IT systems
• Communication with customers and any other key stakeholders, e.g. inter-company contacts
• Are there temporary premises available?
• Lead-in times for a vital pieces of machinery
• Re-build costs of a property
• How long will it take to build the business back up to full capacity?
During the winter of 2013-14, a succession of extreme weather fronts hit the UK, causing unprecedented levels of damage to business owners, worth £149 million. Such events have made flooding one of the most serious property risks for companies, and it is essential that your customers are aware of this and have a plan of action.
Whether your customer is located in the city or the countryside, their location will greatly affect their potential vulnerability. If they are based in the centre of a city, they could be at risk from pluvial flooding – an increasingly common problem in urban areas, where heavy rainfall puts pressure on drainage and sewers.
2. Reinstate or re-build?
If your customer’s building is damaged or destroyed, it’s not just the immediate aftermath of the disaster that they need to consider, but also the long-term effects – how long will it take to rebuild the premises? Do they have access to a secondary site?
Some major incidents can completely halt your customer’s business. In these cases, dealing with the damage is possible, but how long it takes is often influenced by how the building was constructed, its age and the internal systems that it uses.
“Post-recession, Zurich has seen that there has been an increase in rebuild costs,” says Paul Redington, Senior Claims Adjuster for Zurich. “With the green shoots of recovery, there has been a greater demand for building materials and labour, especially in London”.
This creates issues around underinsurance, with customers focusing on reducing costs rather than considering long-term complications. It’s critical that customers bear this in mind when it comes to pre-planning, to ensure that premises are adequately covered. Whether they’ve bought a new premise, extended an existing one, or are renting, business owners should always look at the adequacy of their coverage.
“We’re seeing higher claims costs because of the ways that new buildings are built. For example, partitions and dry linings within them absorb water, and costs can mount when you have to strip a building to dry it, or to simply locate the leak,” says Paul.
Such an incident would not just force customers to find an alternative location for their business, but also deal with the rising costs to repair their damaged premises.
3. The little things can be the most important
Business continuity comes down to communication, not just with insurers, but also with key people across the business, suppliers and customers. They all need to be kept informed and made aware of the situation in the event of an incident.
However, most businesses simply don’t plan for the worst-case scenario of their main hub – whether it’s a warehouse, call centre or office – being taken out of commission. But by taking simple steps, such as making sure staff can work from home or from a back-up location, or by having alternative suppliers, a potential disaster can be minimised.
A main site could also contain bespoke machinery that would need to be replaced. Many businesses don’t take this into account, or underestimate the time needed to replace this key piece of machinery, further prolonging the period of business interruption. Customers should always include the time it would potentially take to replace or repair these key assets in their planning.
4. Covering all bases
Zurich can help your customers understand potential threats, and make sure that their insurance coverage protects them from any and all risks. In the event of property loss, one important aspect is selecting the right indemnity period of business interruption.
“Some businesses can underestimate how long it takes to recover from a serious incident”, says Paul, adding that corporate customers must consider the amount of time it will take to build their businesses back up to full capacity.
“You can’t underestimate the importance of a strong business continuity plan,” Paul notes. “I would say, in a large percentage of the major losses we see, there has either not been a plan in place or it hasn’t been used for some time and is woefully out of date.”
In a large percentage of cases, there has either not been a plan in place or it hasn’t been used for some time and is woefully out of date.”
Paul Redington, Senior Claims Adjuster for Zurich
Zurich deploys a pragmatic approach to business continuity, with a dedicated strategic risk team to help your customers with business continuity planning and resilience testing.
A BCP cannot be considered effective until it’s been proven, and needs to be tested in ‘peace time’. Depending on the business, it can be quite simple or complex. Just having an up-to-date list of emergency contact numbers for key members of staff is a start. Continuity planning is absolutely critical.
For more information on how to help your customer create an effective business continuity plan, please speak to your local Zurich contact.
You can also find out more and access helpful guides and insight with our new Fire and Flood Risk Resources.