Product Recall Response XL UK & Ireland - XL Group

Response XLUK & IrelandXL GroupInsuranceProduct Recall

201 Introduction02 Our network and approach03 Our crisis and risk management consulting service04 The Response XL service

We understand that protectingyour business from productrecalls requires more than aninsurance policy.01Being prepared to handle a product recall and managingthe crisis is critical in protecting your reputation.Getting it wrong is expensive. More importantly, thedamage to brand and reputation can be irreparable. Beingprepared and implementing the right recall and crisismanagement systems are critical in protecting yourreputation and bottom line. Our policyholders need accessto best practice advice in risk prevention, recall planningand crisis response. Welcome to Response XL.What is Response XL?Response XL is an exclusive network of specialist crisis,risk and issues management consultants available toour policyholders. In Europe, our core consultant InstinctifPartners heads up a network of specialist consultants andorganisations in different areas of expertise, relating toproduct recalls. These include technical/regulatory experts,security consultants, legal advisors, consumer call handlingagencies and product retrieval services.Response XL is available at two key stages:• Pre-incident consulting: crisis and risk managementconsulting services provided to you by Response XLand paid for by XL Group• Live crisis response: the policyholder has 24/7 priorityaccess to Response XL in the event of discovering apotential recall situation.How Response XL helps youPredict and prevent…… problems before they arise. If your customers tell youthere’s a problem, it may be too late. Response XL can helpyou establish early warning and identification systems.Prepare…… for the worst. Response XL helps prepare you for a crisis.Our service provides you with specialist advice, fromdeveloping recall and crisis plans, assessing the work flowand systems of your business to full crisis simulations.Protect…… your brand and reputation. Response XL is available 24/7on a priority basis to provide assistance to you and yourbusiness during a live recall, whether it’s an accidentalcontamination, malicious tamper or an extortion demand.How Response XL deliversto your businessDifferent companies have different needs when it comesto recall and crisis management planning. Response XLoffers best practice advice appropriate for the size of yourcompany and also delivers world class support irrespectiveof your size.Response XL 24/7 hotlineUK 0845 053 2390Outside UK +44 845 053 2390

02Our networkand approachIMN T I F YOur networkInstinctif Partners (formerly College Hill) – Core consultantfor the Response XL networkA full service communications consultancy, InstinctifPartners specialises in crisis, risk and issues managementwithin the food and drink industry. Instinctif Partners’ teamof consultants helps leading food and drink brands to buildand protect their reputations.As a member of the Crisis Management Network, InstinctifPartners has access to a wide range of partner agenciescovering Europe, the Americas and Australia. InstinctifPartners brings a breadth of capability to Response XL,including but not limited to crisis media communications.ExponentExponent is a worldwide provider of technical scientificservices covering food safety, nutrition and regulatoryaffairs. Its multidisciplinary team of scientists, physicians,engineers, and regulatory consultants will perform eitherin-depth scientific research and analysis, or very rapidresponseevaluations, to provide clients with the criticalinformation that both day-to-day and strategic decisionscan require.ASSESSCampden BRIfood and drink innovationCampden BRICampden BRI is the UK’s largest independent membershipbasedorganisation carrying out research and developmentfor the food and drink industry worldwide. It is committedto providing businesses with the research, technical andadvisory services needed to ensure product safety andquality. Instinctif Partners has worked collaboratively withCampden BRI for over five years marketing their joint‘DARE’ risk and crisis management service.nd offering solutionsactice in mind.Assessing and diagnosing your current plans,processes and systems.Other specialist operating partnersResponse XL has a network of operational partners offeringspecialised advice in risk exposure areas of your business,including:• Security management – site security, attendant riskreduction, personal safety, security consultancy andon-call help provided by leading consultants from militaryand police backgrounds• Food law – experts to answer everything from regulatoryqueries to complex legal questions• Field marketing – physical help in product retrieval ormystery shopping, post-incident• Emergency lab testing – access to out-of-hours testingwith RSSLResponse XL gives you priority access to these consultants.Our approachAIMOur approach is to offer our policyholders a 360° service.We will work with you to assess your current systems,identify gaps and help you manage the risk by implementingthe right solution.

Our crisis andrisk managementconsulting service03Pre-incident consultingYour initial contact with Response XL, once your policyis in place, will be with Instinctif Partners in the form of a freeinitial consultation.This will cover a detailed explanation of the ResponseXL service and a high level review of your current recallmanagement arrangements. It will also provide anopportunity to discuss further pre-incident consultingactivities, which can be funded from a portion of yourpolicy premium (see below for examples – other optionsare available).The nature of these services depends on your particularneeds. We combine your expert knowledge of your businesswith our experience of best practice to choose the servicesthat are right for you.Pre-incident consulting – activity examplesManagerial systems• Crisis management audit• Social media analysis• Crisis scenario training exercise• Recall management plan development• External risk monitoring• Media spokesperson training.Technical systems• Allergen controls• Traceability audit• HACCP training• Materials handling and storage.Live crisis responseThe Response XL consultants are available to you 365 daysa year via a 24/7 helpline, in the event of a product relatedissue which may lead to a withdrawal or recall.You can use Response XL for a variety of services including:• Expert sounding board: an objective, experienced thirdparty with whom to discuss options• Facilitate decision-making: a consultant can assist yourteam to help facilitate discussions and enable you todecide on action• Communications expertise: media/social mediamonitoring and analysis, media statements and employeecommunications• Media management: running a press office to field calls,manage deadlines, oversee interviews and placementof recall advertisements• Security consultants: to assist with malicious tampersand extortion attempts• Emergency laboratory testing• Product retrieval/on-shelf evaluations: field marketingto track down and remove product from the market• Consumer helplines: instigating helplines, writing scriptsand handling feedback• Review of recall: after the incident, running a reviewinvolving all parties and recommending improvements.Response XL aims to help your recall team make the mostappropriate decisions and bring experienced consultantsto the table as necessary.Our consultants are there to work alongside your recallteam, not to take over your recall.How your insurance policy applies to Response XL• XL Group pays all crisis response costs from day one –policy deductible does not apply• Not sure that the crisis will be covered by the policy?XL Group will cover reasonable and necessary immediatecrisis response costs.Response XL 24/7 hotlineUK 0845 053 2390Outside UK +44 845 053 2390

04The Response XLserviceOnce your insurance cover is agreed and in place, you willbe contacted by a Response XL consultant to organizethe initial consultation – which will either be a visit by aResponse XL specialist, or a telephone conference call.1. Initial consultationA Response XL representative meets with you to:• Give you a Response XL information pack. This containskey information about our service and the 24/7 hotline• Confirm how the Crisis Response service works and,importantly, the hotline number• Carry out a headline review of your current recall/crisismanagement systems• Discuss and agree how the pre-incident monies providedby XL Group for Response XL projects will be allocated.2. Pre-incident consulting• Response XL makes available a menu of risk and crisismanagement services• AIM: our 360º consulting approach.3. Live crisis response• 24/7 hotline• Priority access to Response XL consultants• Specialist consultants available to assist in all aspectsof your crisis• Response XL: there to work alongside your crisismanagement team.How your insurance policy applies toResponse XL• XL Group pays all crisis response costs from day one –policy deductible does not apply• Not sure that the crisis will be covered by the policy?XL Group will cover immediate crisis response costs.“I would, with no hesitation, recommendthem (Instinctif Partners) as THE businessto work with in the development ofbusiness crisis and risk managementprocedures.”Technical Director, large UK food manufacturer“My thanks to the facilitators and backroomteam who helped create the scenario andrun the exercise. It was all very believable,providing both ‘safe’ experience of thepressures in a live recall situation and manyvaluable insights for both operational andsenior management colleagues alike.”Quality & Systems Manager, UK soft drinks company“I worked with them (Instinctif Partners)to develop a RACI matrix that succeededin clarifying our product recall system aswell as forcing a review of the actions andresponsibilities the crisis team membersundertake in a recall situation. It was avery useful exercise that will reap benefitsshould we ever need to use it for real.”Group Technical Director,leading spice and seasonings manufacturer

XL Group is the global brand used by XL Group plc’sinsurance company subsidiaries. The XL Insurancecompanies are Greenwich Insurance Company, IndianHarbor Insurance Company, XL Insurance America, Inc.,XL Specialty Company Insurance Company, XL EuropeLtd, XL Insurance (Bermuda) Ltd, XL Insurance CompanyPlc, XL Insurance Switzerland, XL Insurance ArgentinaSA Compañía de Seguros, XL Seguros Brasil S.A. andXL Insurance Mexico. Coverages placed with Lloyd’sSyndicate #1209 are managed by XL London Market Ltdand supported by XL corporate members at Lloyd’s. Lloyd’sratings are independent of the XL Group companies ratings.Not all of the insurers do business in all jurisdictions nor iscoverage available in all jurisdictions.Response XL services are rendered pursuant to the termsand conditions of the underlying insurance policy. In theevent of any conflict between the services described in thisbrochure and the underlying insurance policy, the terms andconditions of the insurance policy shall prevail and govern.05

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