End-to-end product recall management — from first alert to full resolution.
Response24 manages product contamination and recall incidents from initial crisis assessment through to resolution — including HACCP advisory, regulatory notification, crisis communications, and global reverse logistics through our partner Sedgwick. Available as a contracted service for Lloyd's underwriters and directly for food and drink manufacturers.
What We Manage
Product contamination and recall incidents require immediate coordination across multiple stakeholders — the insurer, the manufacturer, regulatory authorities, retailers, and the supply chain. Response24 manages that coordination from the moment of notification through to full resolution.
24/7 Incident Activation
Immediate response from the moment of notification — day or night, any territory. The Response24 recall team activates within minutes of the call, with insurer coordination and HACCP assessment as the first step.
HACCP Advisory & Root Cause
Expert HACCP advisory to identify the contamination source, assess the scope of affected product, and determine the appropriate recall strategy — full recall, targeted withdrawal, or public notification.
Regulatory Notification & Liaison
Coordination with regulatory authorities including FSA, DEFRA, local authority Environmental Health teams, and international equivalents — ensuring compliance with notification obligations and managing regulatory correspondence.
Crisis Communications
Structured crisis communications for the manufacturer — including retailer liaison, media monitoring, social media management, and consumer hotline scripting to protect brand reputation throughout the incident.
Global Reverse Logistics
Product retrieval, quarantine, and destruction coordinated through our partner Sedgwick — a global reverse logistics provider with established networks across every major market and territory.
Post-Incident Support & Claims
Post-incident debrief, resilience planning, and full documentation of the recall process to support the insurance claims submission — including timeline, costs, regulatory correspondence, and retailer communications.
Appointing Response24 for Product Contamination & Recall cover
What we deliver
Immediate response from the Response24 recall team — aligned with insurer protocols from the first call.
Expert assessment to identify contamination source, scope of affected product, and appropriate recall strategy.
Coordination with FSA, DEFRA, Environmental Health, and international regulatory authorities throughout the incident.
Retailer liaison, media monitoring, and consumer hotline support to protect the manufacturer's reputation.
Global product retrieval, quarantine, and destruction through our named partner Sedgwick.
Connect Risk and Connect Incident included for all policyholders — no additional platform fee.
Full case record supporting the insurance claims process — timeline, costs, regulatory correspondence, and retailer communications.
Pre-incident services, funded by the insurer. Delivered by Response24.
Where an underwriter makes pre-incident funds available as part of the policy, Response24 delivers a programme of pre-incident services to the policyholder at no direct cost to them. The insurer funds the allocation; Response24 invoices against it and delivers the work.
Pre-incident services include product safety audits, HACCP process reviews, crisis management training, recall simulation exercises, and emergency planning reviews. Each engagement is tailored to the policyholder's operations and documented throughout — giving both the insured and the insurer a clear record of the work carried out.
For underwriters, pre-incident fund programmes harden the risk — reducing the likelihood of a claim and limiting its severity if one occurs. For policyholders, they provide access to specialist expertise they would not otherwise commission, delivered before the pressure of a live incident.
Talk to our team about pre-incident funds →Global reverse logistics through Sedgwick
Sedgwick is Response24's named operational partner for product recall reverse logistics and emergency call centre deployment. Sedgwick delivers global product retrieval, quarantine, destruction, and consumer support across every major market and territory.
Sedgwick maintains established logistics networks in over 65 countries — with the infrastructure, transport relationships, and regulatory knowledge to execute recalls at speed. For policyholders and manufacturers facing contamination incidents, Sedgwick provides Response24 with proven, deployable capability at global scale.
Response24 coordinates and manages the Sedgwick relationship throughout the incident. The underwriter and policyholder have one point of contact — Response24.
Recall preparedness for smaller manufacturers
Response24 works directly with food and drink manufacturers who need recall preparedness and response capability — whether or not a product recall insurance policy is in place. Our direct channel is built for smaller manufacturers who cannot justify a full in-house recall team.
Recall Risk Assessment
Assessment of your product range, supply chain, and manufacturing processes to identify contamination risks and points of vulnerability — with practical recommendations for reducing risk before an incident occurs.
HACCP Review & Advisory
Review of your existing HACCP procedures, testing protocols, and traceability systems — identifying gaps and strengthening your contamination detection capability before a recall is needed.
Recall Simulation Exercise
Tabletop recall simulation to test your team's response capability, communication procedures, and regulatory notification processes — identifying weaknesses in the plan before a real incident tests it.
Standing Incident Response Contract
A standing contract giving your organisation 24/7 access to Response24's recall management team and Sedgwick's reverse logistics network — so that expert support is available immediately when it is needed most.
Book a free recall risk assessment for your product range.
Book Free AssessmentDownload our Product Recall service brochure
Our product recall brochure covers our incident response methodology, the Sedgwick partnership, pre-incident fund options, and our direct channel for SME food and drink manufacturers.
Download Service BrochureReady to discuss product recall cover?
Whether you're an underwriter looking to appoint Response24 for your product recall book, or a manufacturer assessing your recall preparedness — we'd like to hear from you.