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SSP outage update: rebates coming

SSP outage update: rebates coming

SSP outage update: rebates coming “The situation is appalling but the worst part is SSP’s refusal to provide any meaningful updates.”

That was the reaction of one Insurance Business UK reader in response to our article The SSP outage: two weeks on. Now, it appears he has got his wish as SSP has finally provided an update that insurance brokers will want to pay attention to.

In a statement issued to Insurance Business UK earlier today, Laurence Walker, group CEO of SSP, outlined that the problem for 90% of customers appears to be almost resolved – and that rebates are coming.

“As of today (September 12) we have more than 90% of our affected customers live with their systems and operating again or awaiting final customer testing,” the statement reads. “As each of our customer’s systems are individual to them, the time required to achieve restoration varies depending on the scale and complexity of each system.

“Around one third of our broker customer base was impacted by the incident at our Solihull data centre. We will be writing to each one this week to reiterate our apologies for the inconvenience caused by the outage and provide a rebate of service fees.”

As an insurance broker, are you among the 90% that are now live or “awaiting final customer testing”? Or are you among the 10% still waiting? And does SSP’s comment that it will provide a rebate of service fees go far enough? We want to know your thoughts – leave a comment below or contact us directly with your experiences at: paul.lucas@keymedia.com. We will feature your responses in a forthcoming article if you wish to be featured.

Related links:
The SSP outage – two weeks on
3 Comments
  • Rachael Palmer, Eden Insurane Services Ltd 12/09/2016 15:48:45
    We are a small brokers in Lancashire and I have just spoken with SSP and asked "roughly how many brokers are still waiting to be switched back on?". I specifically said that I wasn't expecting to know exactly when I was being restored but merely for a number. I was hoping that with this information, I can assume that I will be the last on the list and estimate when I will be back earning a living and arrange my staffing accordingly. My details were passed to the 'Escalation Team'! I'm assuming this is a usual SSP 'Known Problem' that is being worked on and will be resolved in the next update release!!!!! We can't even log on to see client contact details.
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  • cornwall and devon insurance 13/09/2016 13:03:16
    they need to offer a lot more than service fees back. I have been off for 16 days . put back on Monday this week. the system shill not working properly . we have emailed rank faxed no reply to sorted all the problems.. The amount of costs stress this as caused is out of order. I think we should all group together as other brokers have said and take action as a group.
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  • stressed ssp broker 23/09/2016 17:44:42
    Today is 23/9 exactly 4 weeks on from outage. SSP have totally failed us having misled brokers as regards a mirrored server which they knew couldnt cope and continue to provide false and misleading statements to the press.
    They knew it would be virtually impossible to utilise the mirrored server as they had encountered problems trying to transfer clients on an individual basis in the past hence at the board meeting on sunday two days after crash they decided to keep this quiet and try and rebuild their solihull server. Having failed at that they had no choice to commence PHASE I -getting brokers quoting and that took nearly another 3 weeks
    Restoring brokers S drive- the hard drive with all their MI /training/ internal co docs etc etc is now underway but they didnt tell anyone they have lost a weeks data
    PHASE II planning starts next week and is they attempt to enable us to view all past letters and scanned docs which are all currently invisible- no idea when tha will happen
    PHASE III ? rebuild email integration so we restart scanning the pile of o/s docs into system but when?
    Funny the press releases dont mention any of this!!! All is rosy in the SSP garden
    But not to worry after being shut down for 3 weeks and poss another months disruption to come they will rebate us a few quid. That should cover our loss of business and overtime - NOT!!
    And now we are obliged to explain our problems to the FCA
    No wonder I hear swintons have cancelled SSP and signed with CDL
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