# Cyber Security Resilience & Claims Management Framework

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## **1\. Executive Summary**

In an era of escalating digital threats—ranging from ransomware attacks to sophisticated data breaches—organizations face unprecedented risks to their operations, reputation, and financial stability. The **Cyber Security Resilience & Claims Management Framework** is designed to address these challenges by integrating proactive risk management, rapid incident response, and structured claims handling into a cohesive, globally coordinated system.

This initiative aligns with **PMBOK 7’s principles of value delivery, stakeholder engagement, and adaptive planning**, ensuring that cybersecurity is not treated as a siloed function but as a core component of enterprise risk management. The framework emphasizes:

* **Proactive risk identification** through regular assessments and threat modeling.
    
* **Rapid incident response** with 24/7 global coordination, forensic analysis, and crisis communication.
    
* **Transparent claims management** to mitigate financial and reputational damage.
    
* **Continuous improvement** via post-incident reviews and system hardening.
    

Key benefits include:

* **Reduced downtime** during cyber incidents (target: <4 hours for critical systems).
    
* **Cost savings** through efficient claims resolution (target: 20% reduction in incident-related expenses).
    
* **Enhanced stakeholder trust** via structured crisis communication and regulatory compliance.
    

This document outlines the **objectives, approach, key components, implementation roadmap, and success metrics** for the framework, providing a clear path for execution under PMBOK 7 guidelines.

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## **2\. Project Objectives**

### **2.1 Purpose**

The **Cyber Security Resilience & Claims Management Framework** aims to:

1. **Minimize operational disruption** from cyber incidents through rapid detection, containment, and recovery.
    
2. **Optimize claims handling** by integrating forensic, legal, and insurance expertise into a streamlined process.
    
3. **Enhance organizational resilience** via proactive risk assessments, system hardening, and employee training.
    
4. **Ensure regulatory compliance** while avoiding "tick-box" approaches by embedding cybersecurity into broader risk management.
    

### **2.2 Objectives Table**

| **Objective** | **Description** | **Success Metric** | **Target Date** |
| --- | --- | --- | --- |
| **Incident Response Time Reduction** | Deploy cyber adjusters and forensic teams within 1 hour of incident detection. | 90% of critical incidents contained within 4 hours. | Q1 2027 |
| **Claims Resolution Efficiency** | Standardize claims processes to reduce resolution time. | 80% of claims resolved within 30 days; 20% cost reduction in incident-related expenses. | Q2 2027 |
| **Risk Assessment Coverage** | Conduct bi-annual risk assessments for all critical systems. | 100% of high-risk systems assessed; 30% reduction in identified vulnerabilities. | Q3 2026 |
| **Employee Training Completion** | Train 100% of employees on cybersecurity best practices. | 95% completion rate for mandatory training modules. | Q4 2026 |
| **System Hardening** | Implement post-incident recovery protocols for all critical infrastructure. | 100% of critical systems hardened; 50% reduction in recurrence of similar incidents. | Q1 2028 |

### **2.3 Key Requirements**

* **Regulatory Compliance**: Adherence to GDPR, NIS2, and industry-specific standards (e.g., ISO 27001).
    
* **Stakeholder Alignment**: Coordination with IT, legal, finance, and executive teams.
    
* **Technology Integration**: Seamless interoperability with existing SIEM, EDR, and ticketing systems.
    
* **Budget Constraints**: Initial funding of **€2.5M** (subject to approval) with phased allocation.
    

### **2.4 Constraints & Assumptions**

| **Constraint** | **Impact** | **Mitigation Strategy** |
| --- | --- | --- |
| **Budget Limitations** | May delay tool procurement or team expansion. | Prioritize high-impact initiatives; seek external funding. |
| **Regulatory Changes** | New compliance requirements may necessitate process updates. | Dedicate a compliance officer to monitor changes. |
| **Third-Party Dependencies** | Delays in vendor responses (e.g., forensic teams) could slow incident resolution. | Establish SLAs with vendors; maintain backup providers. |

**Assumptions**:

* Executive leadership will prioritize cybersecurity as a strategic initiative.
    
* Existing IT infrastructure can support additional monitoring tools.
    
* Employees will comply with training and reporting protocols.
    

---

## **3\. Approach**

*(800-1200 words covering PMBOK 7 knowledge areas)*

### **3.1 Project Integration Management**

#### **3.1.1 Governance Structure**

The framework will operate under a **Cyber Security Steering Committee (CSSC)**, chaired by the CISO and including representatives from:

* **IT Operations** (system hardening, recovery)
    
* **Legal & Compliance** (regulatory notifications)
    
* **Finance** (claims evaluation)
    
* **Public Relations** (crisis communication)
    

**Key Processes**:

1. **Incident Triage**: Automated alerts from SIEM tools trigger a **3-tier escalation protocol** (Level 1: SOC analyst; Level 2: Cyber adjuster; Level 3: Crisis cell).
    
2. **Change Control**: All system modifications post-incident require approval from the **Change Control Board (CCB)** (see Section 5).
    

#### **3.1.2 Integration Points**

| **System/Process** | **Integration Method** | **Owner** |
| --- | --- | --- |
| **SIEM (e.g., Splunk)** | API-based alerts for incident detection. | IT Operations |
| **Ticketing (e.g., ServiceNow)** | Automated ticket creation for incidents. | SOC Team |
| **HRIS (e.g., Workday)** | Employee training tracking. | HR |
| **Insurance Portal** | Claims data synchronization. | Finance |

---

### **3.2 Scope Management**

#### **3.2.1 In-Scope Deliverables**

1. **Risk Assessment Framework**:
    
    * Bi-annual threat modeling for high-risk systems.
        
    * Integration with enterprise risk management (ERM) tools.
        
2. **Incident Response Playbook**:
    
    * Step-by-step protocols for ransomware, data breaches, and insider threats.
        
    * Pre-approved communication templates for regulators and media.
        
3. **Claims Management System**:
    
    * Automated workflows for financial loss evaluation.
        
    * Legal recourse support for third-party liability claims.
        
4. **Recovery & Mitigation Toolkit**:
    
    * Data recovery scripts for encrypted systems.
        
    * System hardening checklists (e.g., CIS benchmarks).
        

#### **3.2.2 Out-of-Scope**

* **Physical security** (handled by separate teams).
    
* **Non-cyber insurance claims** (e.g., property damage).
    
* **Development of custom SIEM tools** (will use existing solutions).
    

---

### **3.3 Schedule Management**

#### **3.3.1 Milestone Schedule**

| **Milestone** | **Target Date** | **Dependencies** | **Status** |
| --- | --- | --- | --- |
| **Risk Assessment Framework Finalized** | Q3 2026 | Completion of threat modeling workshops. | Not Started |
| **Incident Response Playbook V1.0** | Q4 2026 | Legal review of communication templates. | Not Started |
| **Claims Management System Pilot** | Q1 2027 | Integration with insurance portal. | Not Started |
| **Employee Training Launch** | Q2 2027 | Development of e-learning modules. | Not Started |
| **Full Framework Rollout** | Q3 2027 | Completion of all prior milestones. | Not Started |

#### **3.3.2 Critical Path**

1. **Risk Assessment Framework** → **Incident Response Playbook** → **Claims Management System** → **Full Rollout**.
    
2. **Dependencies**:
    
    * Legal approval of communication templates must precede playbook finalization.
        
    * Insurance portal integration requires vendor coordination.
        

---

### **3.4 Cost Management**

#### **3.4.1 Budget Breakdown**

| **Category** | **Estimated Cost (€)** | **Notes** |
| --- | --- | --- |
| **Technology (SIEM, EDR)** | 800,000 | Licensing for Splunk, CrowdStrike, and forensic tools. |
| **Personnel** | 1,200,000 | Hiring 2 cyber adjusters, 1 forensic analyst, and 1 compliance officer. |
| **Training** | 200,000 | Development of e-learning modules and workshops. |
| **Vendor Services** | 300,000 | External forensic teams and legal consultants. |
| **Contingency (10%)** | 250,000 | Unforeseen expenses (e.g., regulatory fines, tool upgrades). |
| **Total** | **2,750,000** |  |

#### **3.4.2 Funding Strategy**

* **Phase 1 (2026)**: €1.5M allocated from IT security budget.
    
* **Phase 2 (2027)**: €1.25M subject to board approval based on pilot results.
    

---

### **3.5 Quality Management**

#### **3.5.1 Quality Standards**

| **Deliverable** | **Quality Criteria** | **Verification Method** |
| --- | --- | --- |
| **Risk Assessments** | 100% of high-risk systems assessed; zero critical vulnerabilities unaddressed. | Quarterly audits by internal compliance team. |
| **Incident Response** | 90% of incidents contained within 4 hours; 100% compliance with communication protocols. | Post-incident reviews. |
| **Claims Resolution** | 80% of claims resolved within 30 days; 95% accuracy in financial loss evaluation. | Monthly claims performance reports. |

#### **3.5.2 Continuous Improvement**

* **Post-Incident Reviews (PIRs)**: Conducted within 7 days of incident closure.
    
* **Lessons Learned Database**: Centralized repository for recurring vulnerabilities and mitigation strategies.
    

---

### **3.6 Resource Management**

#### **3.6.1 Team Structure**

| **Role** | **Responsibilities** | **Reporting Line** |
| --- | --- | --- |
| **CISO** | Overall framework governance; executive reporting. | CEO |
| **Cyber Adjuster (x2)** | Incident triage, forensic coordination, claims support. | CISO |
| **Forensic Analyst** | Malware analysis, root cause investigation. | IT Operations |
| **Compliance Officer** | Regulatory reporting, risk assessment oversight. | Legal |
| **Crisis Communication Lead** | Media relations, press releases, employee messaging. | Public Relations |

#### **3.6.2 Skills Matrix**

| **Skill** | **Required Proficiency** | **Team Members** |
| --- | --- | --- |
| **Incident Response** | Advanced | Cyber Adjusters, Forensic Analyst |
| **Risk Assessment** | Intermediate | Compliance Officer, CISO |
| **Legal/Regulatory** | Intermediate | Compliance Officer, Legal Team |
| **Crisis Communication** | Advanced | Crisis Communication Lead |

---

### **3.7 Risk Management**

#### **3.7.1 Risk Register**

| **Risk** | **Probability** | **Impact** | **Mitigation Strategy** | **Owner** |
| --- | --- | --- | --- | --- |
| **Delayed Vendor Response** | Medium | High | Establish SLAs with vendors; maintain backup providers. | IT Operations |
| **Regulatory Non-Compliance** | Low | Critical | Dedicate compliance officer to monitor changes; conduct quarterly audits. | Compliance Officer |
| **Employee Non-Compliance with Training** | High | Medium | Gamify training (e.g., leaderboards); tie completion to performance reviews. | HR |
| **Tool Integration Failures** | Medium | High | Pilot integrations in sandbox environment before full rollout. | IT Operations |
| **Budget Overruns** | Medium | High | Allocate 10% contingency; conduct monthly budget reviews. | Finance |

#### **3.7.2 Risk Response Strategies**

* **Avoid**: Eliminate high-impact risks (e.g., non-compliance) through proactive audits.
    
* **Mitigate**: Reduce probability/impact (e.g., vendor SLAs for incident response).
    
* **Transfer**: Shift financial risk via cyber insurance.
    
* **Accept**: Low-probability/low-impact risks (e.g., minor delays in training).
    

---

### **3.8 Stakeholder Management**

#### **3.8.1 Stakeholder Matrix**

| **Stakeholder** | **Role** | **Interest** | **Influence** | **Engagement Strategy** |
| --- | --- | --- | --- | --- |
| **CEO** | Executive Sponsor | Strategic alignment, ROI | High | Quarterly briefings; include in CSSC. |
| **CISO** | Project Lead | Framework success, team performance | High | Weekly status updates; direct reporting. |
| **IT Operations** | Technical Implementation | System stability, tool integration | High | Bi-weekly syncs; include in CCB. |
| **Legal Team** | Compliance & Regulatory | Risk exposure, liability | High | Monthly compliance reviews; ad-hoc incident support. |
| **Finance** | Budget & Claims Management | Cost control, claims accuracy | Medium | Monthly budget reviews; claims performance reports. |
| **Employees** | End Users | Training compliance, incident reporting | Low | Quarterly newsletters; anonymous feedback channels. |

#### **3.8.2 Communication Plan**

| **Audience** | **Message** | **Frequency** | **Channel** |
| --- | --- | --- | --- |
| **Executive Team** | Strategic updates, ROI metrics | Quarterly | Email + Presentation |
| **IT Operations** | Technical issues, tool integrations | Bi-weekly | Slack + Jira |
| **Legal/Compliance** | Regulatory changes, incident reports | Monthly | Email + Compliance Portal |
| **Employees** | Training reminders, incident alerts | Quarterly | Intranet + Workshops |

---

## **4\. Key Components**

### **4.1 Risk Assessment Framework**

#### **4.1.1 Threat Modeling Process**

1. **Identify Assets**: Inventory all critical systems (e.g., customer databases, payment gateways).
    
2. **Threat Enumeration**: Use **STRIDE** (Spoofing, Tampering, Repudiation, Information Disclosure, DoS, Elevation of Privilege) to identify threats.
    
3. **Vulnerability Assessment**: Conduct penetration testing and code reviews.
    
4. **Risk Scoring**: Assign **CVSS scores** to prioritize remediation.
    

#### **4.1.2 Risk Assessment Table**

| **System** | **Threat** | **Vulnerability** | **CVSS Score** | **Mitigation** |
| --- | --- | --- | --- | --- |
| **Customer Database** | SQL Injection | Unpatched SQL Server | 9.8 | Apply security patches; implement WAF. |
| **Payment Gateway** | Ransomware | Outdated antivirus definitions | 8.5 | Deploy EDR solution; enable MFA. |
| **HR Portal** | Phishing | Lack of employee training | 7.2 | Mandatory phishing simulations. |

---

### **4.2 Incident Response Playbook**

#### **4.2.1 Incident Classification**

| **Severity** | **Criteria** | **Response Team** |
| --- | --- | --- |
| **Critical** | Data breach affecting >10,000 records; ransomware on critical systems. | Crisis Cell (CISO, Legal, PR, IT) |
| **High** | Malware on non-critical systems; unauthorized access to sensitive data. | Cyber Adjuster + Forensic Analyst |
| **Medium** | Phishing attempts; minor system disruptions. | SOC Team |
| **Low** | False positives; non-sensitive data exposure. | IT Helpdesk |

#### **4.2.2 Response Workflow**

1. **Detection**: SIEM alert triggers ticket creation.
    
2. **Triage**: SOC analyst assesses severity.
    
3. **Containment**: Isolate affected systems (e.g., network segmentation).
    
4. **Eradication**: Remove malware; patch vulnerabilities.
    
5. **Recovery**: Restore systems from clean backups.
    
6. **Post-Incident Review**: Document lessons learned.
    

---

### **4.3 Claims Management System**

#### **4.3.1 Claims Workflow**

| **Step** | **Owner** | **Timeline** | **Deliverable** |
| --- | --- | --- | --- |
| **Initial Notification** | Client | Within 24 hours | Incident report form |
| **Forensic Analysis** | Forensic Analyst | 3-5 days | Root cause report |
| **Coverage Assessment** | Legal Team | 5-7 days | Policy interpretation memo |
| **Financial Evaluation** | Finance | 7-10 days | Loss estimate report |
| **Resolution** | Cyber Adjuster | 10-30 days | Claims settlement agreement |

#### **4.3.2 Claims KPIs**

| **KPI** | **Target** | **Measurement Method** | **Frequency** |
| --- | --- | --- | --- |
| **Claims Resolution Time** | 80% within 30 days | Average days from notification to resolution | Monthly |
| **Financial Loss Accuracy** | 95% accuracy | Variance between estimated and actual loss | Quarterly |
| **Client Satisfaction** | 90% satisfaction score | Post-claim survey | Quarterly |

---

### **4.4 Recovery & Mitigation Toolkit**

#### **4.4.1 System Hardening Checklist**

| **Category** | **Action Item** | **Owner** |
| --- | --- | --- |
| **Access Control** | Enforce MFA for all privileged accounts. | IT Operations |
| **Patch Management** | Automate patch deployment for critical systems. | IT Operations |
| **Backup & Recovery** | Test backup restoration monthly; store backups offline. | IT Operations |
| **Monitoring** | Deploy EDR solution with 24/7 monitoring. | SOC Team |

#### **4.4.2 Data Recovery Process**

1. **Assessment**: Forensic analyst determines data recovery feasibility.
    
2. **Execution**: Use tools like **Kroll Ontrack** or **Stellar Data Recovery**.
    
3. **Validation**: Verify data integrity post-recovery.
    
4. **Reintegration**: Restore data to rebuilt systems.
    

---

## **5\. Implementation**

### **5.1 Phased Rollout Plan**

| **Phase** | **Timeline** | **Key Activities** | **Success Criteria** |
| --- | --- | --- | --- |
| **Phase 1: Foundation** | Q3-Q4 2026 | \- Finalize risk assessment framework.  
\- Pilot incident response playbook. | 100% of high-risk systems assessed. |
| **Phase 2: Expansion** | Q1-Q2 2027 | \- Roll out claims management system.  
\- Launch employee training. | 80% of claims resolved within 30 days. |
| **Phase 3: Optimization** | Q3 2027 | \- Conduct post-incident reviews.  
\- Refine system hardening protocols. | 50% reduction in incident recurrence. |

---

### **5.2 Change Control Process**

#### **5.2.1 Change Control Board (CCB) Members**

| **Name** | **Role** | **Responsibilities** | **Contact** |
| --- | --- | --- | --- |
| **Menno Drescher** | CISO | Approve high-risk changes; escalate to executive team. | [menno.drescher@email.com](mailto:menno.drescher@email.com) |
| **Jane Smith** | IT Operations Director | Assess technical feasibility of changes. | [jane.smith@email.com](mailto:jane.smith@email.com) |
| **John Doe** | Legal Counsel | Ensure compliance with regulatory requirements. | [john.doe@email.com](mailto:john.doe@email.com) |
| **Sarah Johnson** | Finance Manager | Evaluate financial impact of changes. | [sarah.johnson@email.com](mailto:sarah.johnson@email.com) |

#### **5.2.2 Change Request Workflow**

1. **Submit Request**: Via ServiceNow ticket.
    
2. **Initial Review**: CCB assesses impact and feasibility.
    
3. **Approval/Rejection**: High-risk changes require CISO approval.
    
4. **Implementation**: IT Operations executes change.
    
5. **Post-Implementation Review**: Verify success; document lessons learned.
    

---

### **5.3 Training & Awareness**

#### **5.3.1 Training Modules**

| **Module** | **Audience** | **Duration** | **Delivery Method** |
| --- | --- | --- | --- |
| **Cybersecurity Basics** | All Employees | 1 hour | E-learning |
| **Incident Reporting** | IT Staff | 2 hours | Workshop |
| **Phishing Simulations** | All Employees | Ongoing | Quarterly campaigns |
| **Advanced Forensics** | Forensic Analysts | 3 days | Vendor-led training |

#### **5.3.2 Training KPIs**

| **KPI** | **Target** | **Measurement Method** |
| --- | --- | --- |
| **Completion Rate** | 95% | LMS tracking |
| **Phishing Click Rate** | <5% | Simulation results |
| **Incident Reporting Rate** | 100% of incidents reported within 1 hour | Ticketing system data |

---

## **6\. Metrics & Performance Monitoring**

### **6.1 Key Performance Indicators (KPIs)**

| **KPI** | **Target** | **Measurement Method** | **Frequency** | **Owner** |
| --- | --- | --- | --- | --- |
| **Incident Response Time** | 90% within 4 hours | SIEM alert to containment time | Monthly | SOC Team |
| **Risk Assessment Coverage** | 100% of high-risk systems | Number of systems assessed | Quarterly | Compliance Officer |
| **Claims Resolution Time** | 80% within 30 days | Days from notification to resolution | Monthly | Cyber Adjuster |
| **Employee Training Completion** | 95% | LMS tracking | Quarterly | HR |
| **System Hardening Compliance** | 100% | Audit results | Bi-annually | IT Operations |

---

### **6.2 Reporting Cadence**

| **Report** | **Audience** | **Frequency** | **Content** |
| --- | --- | --- | --- |
| **Incident Dashboard** | CISO, IT Operations | Weekly | \- Number of incidents  
\- Response times  
\- Root causes |
| **Risk Assessment Report** | Executive Team | Quarterly | \- Top risks  
\- Mitigation progress  
\- Compliance status |
| **Claims Performance** | Finance, Legal | Monthly | \- Resolution times  
\- Financial losses  
\- Client satisfaction |
| **Training Compliance** | HR, CISO | Quarterly | \- Completion rates  
\- Phishing simulation results  
\- Feedback |

---

### **6.3 Continuous Improvement**

* **Post-Incident Reviews (PIRs)**: Conducted within 7 days of incident closure.
    
* **Lessons Learned Database**: Centralized repository for recurring vulnerabilities.
    
* **Annual Framework Review**: Update playbooks, risk assessments, and training modules.
    

---

## **7\. Approval**

### **7.1 Sign-Off Table**

| **Stakeholder** | **Role** | **Signature** | **Date** |
| --- | --- | --- | --- |
|  | CISO | \_\_\_\_\_\_\_\_\_\_\_\_\_ | \_\_\_\_\_\_\_\_\_\_\_\_\_ |
| **CEO** | Executive Sponsor | \_\_\_\_\_\_\_\_\_\_\_\_\_ | \_\_\_\_\_\_\_\_\_\_\_\_\_ |
| **IT Operations Director** | Technical Lead | \_\_\_\_\_\_\_\_\_\_\_\_\_ | \_\_\_\_\_\_\_\_\_\_\_\_\_ |
| **Finance Manager** | Budget Owner | \_\_\_\_\_\_\_\_\_\_\_\_\_ | \_\_\_\_\_\_\_\_\_\_\_\_\_ |

### **7.2 Next Steps**

1. **Finalize budget** and secure funding (Q3 2026).
    
2. **Conduct kickoff workshop** with CSSC (Q4 2026).
    
3. **Pilot risk assessment framework** (Q1 2027).
    
4. **Launch employee training** (Q2 2027).
    

---

**Document Control**

* **Version**: 1.0
    
* **Last Updated**: \[Insert Date\]
    
* **Owner**: Menno Drescher (CISO)
    
* **Confidentiality**: Internal Use Only