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.

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
Ashley Leszczuk - Underwriter, Crisis Management

Ashley Leszczuk

Underwriter, Crisis Management
T: +61 2 8298 5985

Email Profile

Bill Hardie - Underwriter, Crisis Management

Bill Hardie

Underwriter, Crisis Management
T: +61 7 3235 8808

Email Profile

Donna Niblock - Assistant Vice President, Crisis Management & VIC Branch Manager

Donna Niblock

Assistant Vice President, Crisis Management & VIC Branch Manager
T: +61 3 9619 9832

Email Profile

Keith Bostock - Underwriter, Crisis Management

Keith Bostock

Underwriter, Crisis Management
T: +61 3 9619 9836

Email Profile

Michael Lincoln - Vice President, Crisis Management, Asia Pacific

Michael Lincoln

Vice President, Crisis Management, Asia Pacific
T: +61 2 8298 5958

Email Profile

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
Ashley Leszczuk - Underwriter, Crisis Management

Ashley Leszczuk

Underwriter, Crisis Management
T: +61 2 8298 5985

Email Profile

Bill Hardie - Underwriter, Crisis Management

Bill Hardie

Underwriter, Crisis Management
T: +61 7 3235 8808

Email Profile

Donna Niblock - Assistant Vice President, Crisis Management & VIC Branch Manager

Donna Niblock

Assistant Vice President, Crisis Management & VIC Branch Manager
T: +61 3 9619 9832

Email Profile

Keith Bostock - Underwriter, Crisis Management

Keith Bostock

Underwriter, Crisis Management
T: +61 3 9619 9836

Email Profile

Michael Lincoln - Vice President, Crisis Management, Asia Pacific

Michael Lincoln

Vice President, Crisis Management, Asia Pacific
T: +61 2 8298 5958

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
Ashley Leszczuk - Underwriter, Crisis Management

Ashley Leszczuk

Underwriter, Crisis Management
T: +61 2 8298 5985

Email Profile

Bill Hardie - Underwriter, Crisis Management

Bill Hardie

Underwriter, Crisis Management
T: +61 7 3235 8808

Email Profile

Donna Niblock - Assistant Vice President, Crisis Management & VIC Branch Manager

Donna Niblock

Assistant Vice President, Crisis Management & VIC Branch Manager
T: +61 3 9619 9832

Email Profile

Keith Bostock - Underwriter, Crisis Management

Keith Bostock

Underwriter, Crisis Management
T: +61 3 9619 9836

Email Profile

Michael Lincoln - Vice President, Crisis Management, Asia Pacific

Michael Lincoln

Vice President, Crisis Management, Asia Pacific
T: +61 2 8298 5958

Email Profile

Liberty Recall Monitor

Liberty publishes a regular email newsletter, Recall Monitor, to help brokers and clients keep abreast of the latest Australian product recalls, their locations and their causes.

You can subscribe here to regularly receive the latest edition.

What to do in a crisis

If a crisis that may be covered under one of Liberty’s Crisis Management Solutions Policies is first discovered during the policy period, or within 90 days of the policy period expiry, the insured should:

  1. Call the Crisis Response Management hotline on 1800 220 470 (24/7, 365 days a year).This hotline is staffed by multilingual specialist crisis response personnel who are able to advise and assist clients through an emergency situation.

All Liberty clients insured under our suite of Crisis Management Solutions are eligible for this service.

You will be asked some questions about the incident and you will need to provide a contact phone number.

Within an hour of your initial call, a crisis response consultant will contact you to discuss with you the deployment decision (based on the type and geographical location of the incident) and the strategy for dealing with the early stages of the crisis.

  1. Contact Liberty in accordance with the terms of the notice requirements in the policy. Please note that making contact with the Crisis Response Management hotline is independent of, and does not supersede, the insured’s obligation to notify Liberty.

 

Fees and charges

Liberty will pay the reasonable fees and expenses of the crisis consultants incurred in response to an insured incident notified by the client.

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

Where the incident is covered under the policy, but the loss is less than the client’s Self-Insured Retention, LIberty will pay the reasonable and necessary consultant and advisor costs in response to the incident.

Get in touch with an Underwriter
Ashley Leszczuk - Underwriter, Crisis Management

Ashley Leszczuk

Underwriter, Crisis Management
T: +61 2 8298 5985

Email Profile

Bill Hardie - Underwriter, Crisis Management

Bill Hardie

Underwriter, Crisis Management
T: +61 7 3235 8808

Email Profile

Donna Niblock - Assistant Vice President, Crisis Management & VIC Branch Manager

Donna Niblock

Assistant Vice President, Crisis Management & VIC Branch Manager
T: +61 3 9619 9832

Email Profile

Keith Bostock - Underwriter, Crisis Management

Keith Bostock

Underwriter, Crisis Management
T: +61 3 9619 9836

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.