skip to main content
Travelers Logo
  • About
  • Careers
  • Agents
  • Investors
  • Sustainability
  • Contact Us
  • For Individuals
    • Overview
    • Products
      • Car
      • Home
      • Renters
      • Condo
      • Landlord
      • Boat & Yacht
      • Flood
      • Motorcycle
      • Travel
      • Pet
      • Weddings
      • Umbrella
      • All Products
    • Prepare & Prevent
      • Insurance 101
      • Home Central
      • Travelers Garage
      • Managing Through COVID-19
    • Affinity Group Discount
    • Online Service
    • Pay Your Bill
      • Get a Quote
      • Find an Agent
      • File a Claim
      • Pay Your Bill
  • For Business
    • Overview
    • Products & Solutions
      • Overview
      • Boiler & Machinery
      • Commercial Auto & Trucking
      • Cyber
      • Environmental Liability
      • Excess Casualty & Umbrella
      • General Liability
      • Global Insurance
      • Inland Marine
      • Management & Professional Liability
      • Ocean Marine
      • Property
      • Business Owner's Policy
      • Surety Bonds
      • Workers Compensation
        • Find an Agent
        • File a Claim
        • Pay Your Bill
    • Industries
      • Overview
      • Agribusiness
      • Architects, Engineers & Surveyors
      • Auto & Truck Dealers
      • Business & Professional Services
      • Construction
      • Education
      • Energy & Renewable
      • Equipment Dealers
      • Financial Institutions
      • Food Services
      • Health & Related Services
      • Hospitality & Recreation
      • Manufacturing
      • Marine Industries
      • Museums & Fine Art
      • Non-Profit
      • Oil & Gas
      • Public Entities
      • Real Estate
      • Retail
      • Technology
      • Transportation
      • Wholesale & Distribution
        • Find an Agent
        • File a Claim
        • Pay Your Bill
    • Services
      • Overview
      • Risk Control
      • Claim
      • Premium Audit
      • Online Customer Tools
      • Risk Management Information Services
      • Travelers Client Advantage
        • Find an Agent
        • File a Claim
        • Pay Your Bill
    • Small Business
      • Overview
      • Automobile Insurance
      • Business Owner's Policy
      • Data Breach
      • Employment Practices Liability
      • Professional Insurance
      • Umbrella Insurance
      • Workers Compensation Inurance
        • Find an Agent
        • File a Claim
        • Pay Your Bill
    • Large Business
      • Overview
      • Casualty
      • Cyber
      • Management & Professional Liability
      • Property
        • Find an Agent
        • File a Claim
        • Pay Your Bill
    • Multinational Business
    • Prepare & Prevent
      • By Topic
      • By Industry
      • Navigating Your Business Through COVID-19
        • Find an Agent
        • File a Claim
        • Pay Your Bill
      • Find an Agent
      • File a Claim
      • Pay Your Bill
  • Claim Center
    • Claim Center
    • Should I File a Claim?
    • File a Claim
    • Roadside Assistance
    • Find a Service Provider
    • Check Your Claim Status
    • Manage Your Claim Experience
      • Understanding the Claim Process
      • Claim Guide Library
      • Workers Compensation Resources
    • Claim Capabilities
      • Get a Quote
      • Find an Agent
      • File a Claim
      • Pay Your Bill
  • Prepare & Prevent
    • For Individuals
    • Home Central
      • Buying & Selling
      • Home Maintenance
      • Home Renovation
      • Home Safety
      • Moving
      • Smart Home
    • Travelers Garage
      • Buying & Selling
      • Car Maintenance
      • Distracted Driving
      • Safe Driving
      • Teen Driving
      • Boating
    • Insurance 101
    • Weather
    • For Business
    • Industries
      • Construction
      • Manufacturing
      • Nonprofit
      • Small Business
      • Technology
    • Topics
      • Business Continuity
      • Cyber
      • Driver and Fleet Safety
      • Facilities Management
      • Internet of Things
      • Product and Services Liability
      • Supply Chain Management
      • Workplace Safety
    • Travelers Risk Index
      • Get a Quote
      • Find an Agent
      • File a Claim
      • Pay Your Bill
  • About Travelers
    • Overview
      • Awards & Recognition
      • Careers
      • Community
      • Diversity & Inclusion
      • Sustainability
      • History
      • Investors
      • Media Resources
      • News
      • Travelers Championship
      • Travelers Institute
      • Get a Quote
      • Find an Agent
      • File a Claim
      • Pay Your Bill
    • Get a Quote
    • Find an Agent
    • File a Claim
    • Pay Your Bill
Main Navigation
  • For Individuals
      • Insurance for Individuals
      • Products
        • Car
        • Home
        • Renters
        • Condo
        • Landlord
        • Boat & Yacht
        • Flood
        • Motorcycle
        • Travel
        • Pet
        • Weddings & Events
        • Umbrella
        • More
      • Prepare & Prevent
        • Insurance 101
        • Home Central
        • Travelers Garage
      • Affinity Group Discount
      • Online Service
      • Pay Your Bill
    • Get a home quote now

      It's easy to get a free quote for home insurance from Travelers in just a few minutes.

       

      Get a home quote now
  • For Business
      • Products & Solutions
        • Commercial Auto & Trucking
        • Cyber
        • General Liability
        • Management & Professional Liability
        • Property
        • Business Owner's Policy
        • Surety Bonds
        • Workers Compensation
        • More
      • Industries
        • Construction
        • Energy & Renewable
        • Financial Institutions
        • Healthcare
        • Manufacturing
        • Real Estate
        • Technology
        • Transportation
        • More
      • Prepare & Prevent
      • Services
        • Risk Control
        • Claim
        • Premium Audit
        • More
      • Pay Your Bill
      • Small Business
      • Large Business
      • Multinational Business
      • For Business Overview
    • Tips for Managing Risks Related to a Remote Workforce

      Tips for Managing Risks Related to a Remote Workforce

      With the current reality of more employees working from home through the pandemic, is your business ready for all the implications?

      Learn more
  • Claim Center
      • Claim Center
      • Should I File a Claim?
      • File a Claim
      • Roadside Assistance
      • Find a Service Provider
      • Check Your Claim Status
      • Manage Your Claim Experience
        • Understanding the Claim Process
        • Claim Guide Library
        • Workers Compensation Resources
      • Claim Capabilities
    • Send us your receipts, photos, invoices and more with just a push of a button.

      Securely share information with your Claim team.

      Send us your receipts, photos, invoices and more with just a push of a button.

      Upload a File
  • Prepare & Prevent
      • For Individuals
      • Home Central
        • Buying & Selling
        • Home Maintenance
        • Home Renovation
        • Home Safety
        • Moving
        • Smart Home
      • Travelers Garage
        • Buying & Selling
        • Car Maintenance
        • Distracted Driving
        • Safe Driving
        • Teen Driving
        • Boating
      • Insurance 101
      • Weather
      • For Business
      • Industries
        • Construction
        • Energy
        • Manufacturing
        • Nonprofit
        • Small Business
        • Technology
      • Topics
        • Business Continuity
        • Cyber
        • Driver and Fleet Safety
        • Facilities Management
        • Internet of Things
        • Product and Services Liability
        • Supply Chain Management
        • Workplace Safety
      • Travelers Risk Index
    • Managing Through COVID-19

      Managing Through COVID-19

      Resources to help you adapt to the realities of COVID-19.

      Learn more
  • Home
  • Prepare & Prevent
  • Business
  • Cyber
  • Crisis Communications Planning for a Data Breach

Crisis Communications Planning for a Data Breach

By Travelers Risk Control
Business leaders discussing crisis communication plan around a table Business leaders discussing crisis communication plan around a table

Cyber security experts agree that it might not be possible to prevent a data breach from ever impacting your company. Since the cyber threat landscape and emerging technologies are constantly evolving, businesses of any size or industry are vulnerable. One thing you do have control over is how well your company prepares and responds if a breach exposes your customers’ private data.

Many companies have a generalized crisis communications plan, in case there’s a fire at a factory or a strike. But data breaches are unique in that they can involve private and confidential customer data and are subject to time-sensitive state and federal notification requirements. This calls for a specialized response, according to Mark Greisiger, president of NetDiligence, a firm that provides services for handling a data breach crisis.

“Crisis communications companies are becoming a really crucial component in handling a data breach,” says Greisiger, noting that cyber insurance may cover retaining a public relations firm to manage post-breach communications. “It’s absolutely a second line of defense once a breach occurs, in terms of protecting your company’s brand and reputation.”

Preparing for the Unexpected

One of the keys to weathering a data breach is building a plan before you need it, according to Melanie Dougherty, a crisis PR professional at Inform, a global communications firm. She works with companies to get a handle on what others in their industry are doing to prepare for and respond to attacks. She helps develop messaging for specific scenarios and trains company spokespeople to respond on-camera.

Dougherty notes that there is an emotional component to a data breach for companies who have just been robbed of their data. “That’s the part people don’t typically talk about,” Dougherty says. She adds that the media attention can be overwhelming. Having a plan and a response team in place ahead of time can help take some of the emotion out of the situation so companies can respond effectively.

“A well-planned data breach response can convey that you are in control of the situation, concerned about your customers’ privacy and committed to tightening security procedures to help prevent future attacks,” says Tim Francis, Travelers Enterprise Cyber Lead.

Here are some key elements to consider:

  • Assemble the team. Choose a company spokesperson in advance. Ideally, Dougherty says, it should be the Chief Executive Officer of the company or another senior leader. Train a backup in case that person is not available, such as the Chief Financial Officer. Record your spokesperson on camera to see how messages are landing with the team.
  • Understand the law. Companies are sometimes unaware that their public statements, including media appearances and communication with customers, may be admissible in court if a lawsuit is filed. Consulting with a privacy attorney can help guide language while also helping companies meet regulatory and fiduciary responsibilities.
  • Notify customers. For breaches that require notifying customers, a communications plan can include guidelines and training for setting up a call center. The training might include the tone and message for responding to calls, and how any FAQs will be scripted.
  • Communicate on all available channels. Reach out to audiences on social media, your company website and other channels so you can tell your story, rather than waiting for it to be told in the media. Remember that consumers may find technical jargon and legal terminology confusing, so try to use plain language to express what you are doing to protect them.
  • Remember employee communications. Communicate with employees so they are aware of the breach before they hear about it in the media. “They can help carry the banner for you,” explains Dougherty. “You need them to have faith in your company.”

A data breach can be a real test to a brand’s resiliency, but customers are increasingly aware that all companies are at risk. To the extent that you can, share what your company is doing to shore up privacy protections. Companies who meet the crisis head on may even be able to emerge stronger, with a closer connection to their customers.

Learn More About Travelers Cyber Insurance Options

More Prepare & Prevent

team responding to a data breach

Responding to a Data Breach Takes a Team

Small and mid-sized businesses may be the most vulnerable, and least prepared, to handle a data breach. Without employees trained to handle questions a breach can bring, the effects on the business can be catastrophic.

System protected from cyber extortion

11 Steps to Help Protect Your Business from Cyber Extortion

Extortion as a result of a cyber attack is becoming more and more common for all business types and sizes.

Digital forensic detective investigating a data breach in a server room

How Digital Forensics Detectives Investigate a Data Breach

Digital forensic detectives help businesses with data breach investigations to properly collect evidence and help prevent further damage.

Top Stories
Cyber Risk Pressure Test

Is Your Data Secured?

Help protect your data from cyber attacks. Find gaps with The Cyber Risk Pressure Test.

  • Take the test

Related Content

  • How Does a Data Breach Happen?
  • Developing a Data Breach Incident Response Plan [Video]
  • 5 New Cyber Threats: Prepare to Defend Your Business

Find an Agent

Need an Agent?

Get the personal service and attention that an agent provides.

Find a local agent in your area:


cyber lock

Get Prepared with Cyber Insurance

Travelers can help with cyber insurance solutions for your business.

  • Learn more

See All Cyber Content


Travelers logo

Travelers and The Travelers Umbrella are registered trademarks of The Travelers Indemnity Company in the U.S. and other countries.
© 2023 The Travelers Indemnity Company. All rights reserved.

  • Travelers on Facebook
  • Travelers on YouTube
  • Travelers on Twitter
  • Travelers on LinkedIn
  • Travelers on Instagram

Products & Services

  • For Individuals
  • For Businesses
  • Claim Services
  • Prepare & Prevent

Our Company

  • About Travelers
  • Careers
  • Investors
  • Sustainability
  • Travelers Institute

Connect

  • Customer Support
  • MyTravelers®
  • For Agents
  • Find an Agent

Legal & Compliance

  • Terms of Service
  • Privacy & Security
  • Cookie Settings
  • Accessibility
  • Producer Compensation Disclosure