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A family business recovers from a cyber attack with rapid, practical and, human support.
Published on 28 February, 2025
Mark Lowther speaks with Ben Robertson of Robertson & Co
From phone scams to malicious links, cyber criminals are using an ever-growing range of tactics to target unwitting businesses and their employees. For Ben of ethical investigation company Robertson & Co, it all happened when one of their employees accidentally clicked on a link.
“Cyber-attacks are things that you think happen to other people,” Ben explains. “It’s probably the quickest I’ve ever learned anything, because the threat to our business was that serious.”
A family-run company founded by Ben and his father in 1997, its survival in the face of what seemed to be a worst-case scenario was critical. “All our lives rest on this business succeeding,” he emphasises. “It means absolutely everything to us. We felt physically sick, to be honest.”
Expert Help
The type of attack Ben’s business suffered is something we’re seeing a lot of right now – and its timing was typical, too. It all unfolded on a Friday afternoon, a timeslot often targeted by hackers who want the whole weekend to do their data-stealing damage before it gets noticed. “We didn’t know how far the access had gone,” Ben remembers. “We didn’t know how many clients were involved.”
The business’s cyber cover from Markel was ultimately what saved the day – and not just from a financial perspective. “As you’d expect, a lot of people ring up in a complete blind panic, and they just need some help,” says Markel’s Mark Lowther. “We’re able to appoint counsel, public relations experts, and of course, cyber experts.”
Working quickly, those cyber experts were able to understand where the breach had occurred at Robertson & Co, what systems had been breached, and what data had been taken. “You don’t ever expect to use insurance, and you hope you don’t have to, but when you do, and you get that level of support, it makes a massive difference,” Ben comments.
An unexpected benefit
But perhaps what surprised Ben the most about this whole episode was the degree to which it strengthened his relationship with his clients. “We thought it could go completely the other way,” he recalls.
Robertson & Co’s relationship with Markel came out stronger, too. “We do act as a partnership – that’s what we aim to do,” Mark explains.
Mark Lowther
We like our clients to feel that they’re talking to an expert, but also that they’re talking to a human being.
For Mark, helping clients through challenging situations like these is what gives his job meaning. “It’s about putting people first, clients first, and letting them know that we can work with them shoulder to shoulder to help them through that difficult time,” he concludes. “The biggest thing is that we were there for Ben.”
For Ben and his colleagues, having the support of Markel made all the difference. “It was almost like another member of the team, and it was a massive relief to us,” he remembers. “When things go wrong, you really do find out who your friends are.”
