Webster: dis-as-ter (n). An occurrence causing widespread destruction and distress; a catastrophe; a grave misfortune.

Hurricanes Andrew and Hugo, Northridge, Oakland Hills Fires, the World Trade Center - disasters all, and every one of them affecting insurance agencies. Some suffered direct hits, others massive claims, still others market disruptions.

While you may be fortunate enough to never be stricken with such massive "destruction and distress," what other events might cause your agency "grave misfortune": I/T failure? Burglary or vandalism? Professional liability? Fire? Loss of market?

Whether catastrophic or stressful disruption, the best way to prepare for any potential disaster is crisis management. Now, while you have the luxury of not being in the midst of the emergency, is the time to apply clear-headed thinking to develop a plan...a plan ready to automatically kick into gear at the moment you need it most - the moment the disaster strikes. A plan that will allow you and your staff to quickly mobilize the right resources in the right order to get you up and running as smoothly as possible, with as many contingencies as possible accounted for in advance. A plan that will minimize panic, frustration and give you a track to run on at a moment when thinking clearly may not be easy or possible.

For those who doubt the benefits of such advance crisis planning, the events of September 11th, 2001, provided abundant and eloquent testimonial evidence to the contrary. Story after story appeared in the media of company officials, even as the horror of the events unfolded, who were already implementing their disaster plans. Staff were rerouted to alternate office locations, communication channels were tested and put into operation, and emergency phone numbers distributed to staff, families, clients and the media. Computers were obtained, backup files installed and systems brought back on line, often within mere hours instead of days or weeks. Plans that were developed, even while hoping there would never be occasion to implement them, allowed companies first to survive, then recover from, the madness.

But how does one go about developing such a plan? What is the process and who should be included? How often should it be reviewed and updated? OK, I admit it...here comes the sales pitch.

The Crisis Tool Group specializes in assisting organizations from local to multi-nationals in developing comprehensive, effective disaster plans. And they have recently, jointly with IIABA, developed a new product, Best Practices of Crisis Management - A Step-by-Step Business Recovery Planner. The new guide suggests the following areas must be addressed in developing any effective agency disaster plan:

    •  Decision leaders
    •  Information technology
    •  Communications, both internal and external
    •  Moves, relocations
    •  Services and logistics
    •  Salvage and security
    •  Customer services

Each area must have a person in charge of coordinating all actions within that area. These persons, together with, and coordinated by, the designated Decision Leader(s), make up the Business Resumption Team. Together they determine all activities that must take place once the crisis erupts, who is responsible to see those activities are carried out, and what resources and information will be needed to do so. When compiled and organized, these activities, responsibilities, resources and information make up the disaster plan.

Once developed, an effective plan will:

•  Provide guidelines to help individuals prepare for possible
    business interruptions
•  Assign and describe duties of each person involved
•  Communicate clearly to all employees about actions to be taken
•  Provide an external communications guide
•  Provide a fast reference for all critical services
•  Establish a framework for ongoing improvement and updating of the plan

If you'd like assistance in developing your agency disaster plan, the new Best Practices guide is designed to help. It includes a manual with complete step-by-step instructions on how to put the plan together while covering all the bases. All of the material can also be found on the included CD-ROM. Just load the CD and let it walk you through creating and printing an action plan unique to your needs and agency.

This tool can also be used by carriers to coordinate a disaster plan for their agency force and for IIABA Local Boards and agency groups. For more information on the guide, contact IIABA at 800-221-7917 or email jennifer.becker@IIABA.net. To download an order form, CLICK HERE.

So are you currently in the midst of a disaster? No? Great! Now is the time to get started on your plan. And while you're at it, remind your clients they need a plan as well. That next tornado might just take out more than your agency.