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New York Life Insurance Company a Fortune 100 company

New York Life Insurance Company a Fortune 100 company the largest mutual life insurance company in the U.S. one of largest life insurance companies in the world combined sales of insurance and investment products exceeding $37 billion in 2006

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New York Life Insurance Company a Fortune 100 company

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  1. New York Life Insurance Company • a Fortune 100 company • the largest mutual life insurance company in the U.S. • one of largest life insurance companies in the world • combined sales of insurance and investment products exceeding $37 billion in 2006 • MissionFor more than 160 years, New York Life Insurance Company's unwavering financial strength and time-tested investment strategies have provided consistent value and solid financial protection for our clients and their families. • Goal"The primary responsibility of a mutual insurance company is to ensure that the long-term benefits promised to its policyholders are secure and protected. By remaining a mutual, New York Life can continue to manage for the long term, instead of the quarter-to-quarter orientation of the investment community." — Chairman and CEO Sy Sternberg

  2. GLOBAL OPERATIONS Founded in 1845 and headquartered in New York City, New York Life maintains operations in all 50 states (including 120 general offices) and nine overseas markets through a network of over 13,100 employees and 32,700 licensed agents. New York Life and its affiliates’ products and services include insurance products (life, annuities and long-term care) and asset accumulation products, such as mutual funds. Know what is happening worldwide

  3. The Business Resilience Department • Goals: • Protect the safety and health of NYL employees • Protect the company’s assets and those of our customers • Minimize the impact of disruptions to business operations and recover quickly if disruptions do occur • Manage records in accordance with business, legal, and regulatory requirements

  4. New York Life’s incident management missionis to • prevent or mitigate disruptive incidents to the extent possible, • to prepare for possible disruptions, and to manage the • company’s response to incidents in a manner that protects • and sustains: • The safety and health of NYL employees • NYL assets, and those of our customers, and • Our business operations

  5. The Incident Management Program provides a • comprehensive strategy for ensuring • appropriate steps are taken • before, during, and after incidents

  6. Incident Management Program Overview Program Governance Executive Support & Oversight Process, Procedures & Toolkit Assigned Roles & Responsibilities • - Information Received • - Response Priority • - Triage/Escalate Activation - Team Assembly - CCC Location(s) - Execute Contact/ Checklists - Situation Reporting - Alerts & Briefings - Activity Logging Recovery and/or Resumption - Implement Recovery - Close activities - Post-Event Review Assessment Management • Data Gathering & Analysis • Recommendations & Decisions • Communication Program Management Plans/Playbooks Information/Resource Management Coordination/Integration of Efforts Testing/Maintenance

  7. Some Key Elements • Executive Support • Triage • Escalation • Authority • Coordination • Communication

  8. One example… RepublicanNational Convention August & September 2004 • Established RNC team • Weekly planning meetings • Confirmed RNC-related events • Sponsorship/executive participation • Security arrangements • Events nearby • Planned/threatened protests • Protocols for response established • Dual operations • CCC advance testing • Monitoring methods confirmed • Communications protocols confirmed • Dual CCC’s activated • Status conference calls (several times daily) • “Post-mortem” for “lesson’s learned” Other examples of CCC activation: building disruptions, London bombings, transit strike, E. 72nd Street plane crash, natural gas odor Examples of IM monitoring (without CCC activation): hurricane path, reduced power from high temperatures, Thailand coup, Mumbai bombings, incidents at other company locations

  9. Some Examples of “Lesson’s Learned” • Roles/contacts (Clarity) • Incident Management Checklists (Development) • PA announcements (Scripts and Volume) • Ongoing employee communication (timely) • Evacuation location (deputies established, communication volume) • Emergency power (expanded locations) • Floor diagrams (receive monthly) • Shelter in Place (just-in-case inventory, Centrex lines installed) • Battery-powered lights and reflective tape in stairwells (expanded)

  10. Corporate Command Center

  11. NYC Alternate 1 Primary NYC CCC Backup CCC – Outside NYC NYC Other Options

  12. Testing & Maintenance Methodology & Organizational Support • Examples: • IMT & Daily Coverage • Checklists • Local Incident Management • Monitoring Events • Concentration Risk • Accounting for Staff • Family Support Program • Examples: • Scenario-Based Walkthroughs • Checklists • CCC Readiness • ECT Readiness • Shelter in Place Ready, Equipped and Trained to Respond Tools & Infrastructure Training & Awareness • Examples: • CCC’s • LDRPS • ECT • Priority Services • Incident Alerts • Communication Devices • Examples: • Employee Orientation • Emergency Go Kits • Intranet Communication • National Preparedness Month • Outside Organizations • Conferences/Courses

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