“Thanks to our robust back-up systems we have been able to restore all normal services to our existing policyholders 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.”
Those were the words of Doncaster-based provider One Call Insurance when it published an update on the cyber incident that disrupted the company’s IT systems this month.
Addressing clients, One Call Insurance noted: “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.”
The firm is currently not onboarding new customers or accepting new instructions, allowing it to support its existing client base while the incident probe is ongoing.
“The investigation is at an early stage,” added One call Insurance, “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.”
Meanwhile One Call Insurance is waiting for the results of the IT investigation to confirm whether or not data has been compromised. There was also no mention of any ransom payment; Insurance Business understands the company wouldn’t have needed to pay, since it had back-up systems in place.