Crisis Management

Crisis Management

Being insured through Liberty gives clients and brokers access to our experience, knowledge and world-class service.

We provide comprehensive wordings which can be further tailored with additional covers to protect clients from real-world exposures. If a client has a unique need, we are always willing to take the time to tailor a cover to suit.

In the event of an incident, our clients have access to a panel of specialist crisis consultants who can provide advice and guidance on the appropriate crisis response.

Our crisis management team of underwriters, claims specialists and crisis consultants are based in Australia. This means that decisions are made locally and that we can provide fast and efficient service to brokers and clients for both underwriting and claims.

PRplus - Product Recall

Product recall is often specifically excluded from Products Liability cover, leaving the business vulnerable to any product recall loss.

PRplus is Liberty’s Product Recall policy for consumer and commercial durable products.

At a glance:

  • Broader cover than standard extension to General Liability policies
  • Losses include:
    • recall costs (both retailer and customer)
    • replacement, refund and repair costs
    • loss of profits
    • consultants and advisor costs
  • Customised for individual client’s needs
  • Target market includes (but not limited to):
    • toys and bicycles
    • electronics
    • whitegoods
    • power tools
    • clothing
    • home and office furniture
    • pool supplies
Get in touch with an Underwriter
Joyce Cheng - Underwriting Manager, Crisis Management, Asia

Joyce Cheng

Underwriting Manager, Crisis Management, Asia
T: +852 3655 2685 & +65 6622 9220

Email Profile

Si Min Tay - Senior Underwriter, Crisis Management, Asia

Si Min Tay

Senior Underwriter, Crisis Management, Asia
T: +65 6622 9191

Email Profile

Contaminated Products

Our crisis management team supports brokers and their clients through the whole process, from customising cover to handling claims. Our crisis response consultants have 20 years’ experience in the food industry, and Liberty’s claims team has been efficiently handling recall claims since 2009.

At a glance:

  • Tailored solutions
  • Broad wording includes:
    • accidental contamination
    • product tampering
    • product extortion
    • alleged contamination
    • government recall
    • adverse publicity
  • Losses include:
    • retailer and customer recall costs
    • replacement and refund costs
    • loss of profits
    • consultants and advisor costs
  • Target markets include food, beverage, pharmaceutical and cosmetics companies
Get in touch with an Underwriter
Joyce Cheng - Underwriting Manager, Crisis Management, Asia

Joyce Cheng

Underwriting Manager, Crisis Management, Asia
T: +852 3655 2685 & +65 6622 9220

Email Profile

Si Min Tay - Senior Underwriter, Crisis Management, Asia

Si Min Tay

Senior Underwriter, Crisis Management, Asia
T: +65 6622 9191

Email Profile

Automotive Recall

Product recall is often specifically excluded from Products Liability cover, leaving a business vulnerable to any product recall loss.

Liberty Singapore offers a customised Product Recall policy for automobile components.

At a glance:

  • Cover for exports to the USA and Canada
  • Ability to include Product Guarantee
  • Ability to cover critical components
  • Losses include:
    • recall costs (both retailer and customer)
    • replacement, refund and repair costs
    • customer loss of profits (by endorsement)
    • consultant and advisor costs
    • defence costs
  • Customised for individual client’s needs
     
Get in touch with an Underwriter
Joyce Cheng - Underwriting Manager, Crisis Management, Asia

Joyce Cheng

Underwriting Manager, Crisis Management, Asia
T: +852 3655 2685 & +65 6622 9220

Email Profile

Kidnap, Ransom & Extortion

Kidnapping can occur almost anywhere, and the list of high-risk countries changes all the time. Apart from the trauma suffered by the victim, the financial and reputational impact on a company can be enormous, and requires skilled handling.

Liberty’s comprehensive solution reduces clients’ exposure and minimises the impact of an incident on staff and operations.

At a glance:

  • Includes risk mitigation, specialist crisis response services and financial cover
  • Access to independent response consultants who prioritise:
    • the hostage’s life and their safe release
    • the minimal disruption and financial loss to the family or company
    • the reduced likelihood of them being targeted again
Get in touch with an Underwriter
Joyce Cheng - Underwriting Manager, Crisis Management, Asia

Joyce Cheng

Underwriting Manager, Crisis Management, Asia
T: +852 3655 2685 & +65 6622 9220

Email Profile

Si Min Tay - Senior Underwriter, Crisis Management, Asia

Si Min Tay

Senior Underwriter, Crisis Management, Asia
T: +65 6622 9191

Email Profile

Liberty crisis consultants

Intelligent Risks

Intelligent Risks can become part of a Liberty client’s crisis management team, providing advice on any aspect of managing an incident or crisis in order to protect the business reputation, reduce losses and speed up business resumption. Intelligent Risks can also assist Liberty clients in managing their responses to major incidents.

Their experience includes:

  • Reviewing the protective measures of a major food producer’s production line in response to a significant contamination incident
  • Aiding a major international client successfully resolve an attempted US$25m scam against it in Indonesia
  • Assisting a state government corporation that experienced the internal sabotage of its information technology system by a disgruntled staff member.
     

HACCP Australia

HACCP Australia is a private company based in North Sydney, with staff located in Brisbane, Melbourne, Hong Kong and London. They have over eight years of involvement with the insurance industry in handling clients’ pre-incident and response requirements. They have been in the food technology business for over twenty years, and have many years of ‘on-the-factory-floor’ experience.

As one of the most experienced crisis management consultancy firms in Australia, access to HACCP Australia adds significant value for Liberty’s clients.

HACCP Australia can provide services to Liberty clients including:

  • Arrangement of product testing. HACCP Australia can recommend and arrange the collection and delivery of virtually any food or beverage product for testing.

  • Consumer complaint retrieval. HACCP Australia can contact and arrange pickup of product from a consumer within 24 hours. HACCP Australia can also pick up samples of same-lot codes from retail outlets.

  • Withdrawals and recalls. HACCP Australia can retrieve product from retail outlets and distribution centres; arrange return and or destruction to comply with regulatory requirements; and conduct effectiveness checks to meet government post-report requirements.
     

FleishmanHillard

FleishmanHillard is one of Australia’s leading corporate communications and issues management specialists. They work with a wide range of organisations to establish communications policies and the tools necessary to monitor and manage their online and offline reputations.

FleishmanHillard can provide on-the-ground corporate reputation management support to Liberty clients in the event of a product recall.

Get in touch with an Underwriter
Joyce Cheng - Underwriting Manager, Crisis Management, Asia

Joyce Cheng

Underwriting Manager, Crisis Management, Asia
T: +852 3655 2685 & +65 6622 9220

Email Profile

Si Min Tay - Senior Underwriter, Crisis Management, Asia

Si Min Tay

Senior Underwriter, Crisis Management, Asia
T: +65 6622 9191

Email Profile

What to do in a crisis

In the event of an incident that may be covered under a Liberty Crisis Solutions Policy the following notice protocols must be followed. Whether or not one of our consultants, or the Crisis Centre Hotline has been contacted, you should contact one of the Liberty representatives to report the incident.

Reporting the incident to Liberty’s representatives is in accordance with the terms of the notice requirements in Clause 6.2 of this Policy.

What is the Crisis Centre Hotline?

Liberty offers clients expert Crisis Management consulting services on a 24/7 basis.

The WorldAware Crisis Centre Hotline is staffed by multilingual personnel covering most major languages, and is available globally, 24 hours a day, 7 days a week, to advise, assist and respond to emergency situations involving Liberty Contaminated Products Insurance policy holders.

General Crisis Centre: +44 203 291 2302
Singapore: +65 315 87636

When can I call the Crisis Centre Hotline?

You can call the Crisis Centre Hotline if an  incident, situation or occurrence that may be covered under the policy is first discovered and reported during the Policy Period or within 90 days after the Policy Period.

Who pays?

Liberty will pay the crisis consultant/s reasonable and necessary fees and expenses when they respond to an incident notified by the Insured which may reasonably be thought to give rise to an Insured Event under the Policy.

Even if liability to indemnify is not accepted by Liberty, the reasonable and necessary fees and expenses incurred prior to Liberty’s notification to the Insured, will be borne by Liberty.

If, Liberty concludes that the incident, situation or occurrence would be covered under the Policy but that the Loss suffered is less than the Insured’s Self Insured Retention, Liberty agrees to pay the Consultant and Advisor Costs, provided those costs are a reasonable and necessary response to the incident.

What should I expect when I ring the Crisis Centre Hotline?

During your first telephone contact with the Crisis Centre Hotline, you will be asked some brief questions regarding the key details of the crisis.

After getting this preliminary information, you will be asked for a phone number where you can be reached during the next hour.

A deployment decision will be based on the nature and geographical location of the incident.

Within the first hour after initial contact, a consultant will return your call to discuss the deployment decision and to determine an appropriate course of action. The consultant will work with you to develop a strategy for dealing with the early stages of the potential crisis. 

Get in touch with an Underwriter
Joyce Cheng - Underwriting Manager, Crisis Management, Asia

Joyce Cheng

Underwriting Manager, Crisis Management, Asia
T: +852 3655 2685 & +65 6622 9220

Email Profile

Si Min Tay - Senior Underwriter, Crisis Management, Asia

Si Min Tay

Senior Underwriter, Crisis Management, Asia
T: +65 6622 9191

Email Profile