IMPORTANT INFORMATION: COVID-19 help, support and FAQs
IMPORTANT INFORMATION:
COVID-19 help, support and FAQs
Opening Times : Live chat is open 8am to 8pm Mon - Fri, 9am to 4pm Sat & Sun

Update on cyber incident and temporary disruption

On May 13th we began experiencing some disruption to our IT systems. Since then, we have been working with a dedicated team of forensic specialists to restore our systems and investigate the situation.

Supporting our existing customers has been our priority as we respond to this incident. Our live chat service and customer portal are back up and running in a new, secure environment, and therefore, if you are an existing customer, you will receive normal support.

The forensic specialists who are investigating what happened have confirmed that the disruption was the result of a ransomware incident. Our IT team took steps to mitigate the impact of the attack by shutting off our servers. We have been working hard to restore our systems, whilst we have continued to support existing customers throughout, we are pleased to report that we are now accepting new instructions and on boarding new customers.

The investigation is at an early stage so there are many details which are yet to emerge. We have already notified the Information Commissioner’s Office and other regulators as a precautionary measure, and we will of course be complying with our regulatory requirements as we continue to respond to this incident.

We always strive to deliver the highest standard of service, and we are sorry for any frustration caused as a result of this incident.

Thank you for your patience and understanding at this time.

What are you doing to resolve it?
Our IT team took steps to mitigate the impact of the incident by shutting off our servers. We have since been working around the clock to restore our core customer services in a completely new environment. Thanks to our robust back up systems we have been able to restore all normal services to our existing policy holders who can contact us via Live Chat or the customer portal. We have also extended our customer services opening hours to ensure we assist as many customers as possible.

Why couldn't I access my portal?
We were experiencing some temporary disruption to the portal, but this is now back up and running and should be working normally for you.

Has any of your data been impacted?
This is something that the IT experts are investigating. At this stage, we can’t say more as there is an ongoing investigation.