Thank you to our customers, agents, and brokers for your continued support during our network outage. PHLY continues to service claims, new accounts, renewals, and update current policies via phone or email, while we work to restore full business operations. Please note that some services may be limited as we work to restore these quickly and complete our recovery activities. Our teams are working around the clock to restore all of our services quickly and safely, and have made tremendous progress. We will keep you updated as we release MyPHLY capabilities for your use and complete our service recovery activities.
Thank you to all our dedicated employees for working continuously to get us closer to fully restoring our systems.
We fully understand how much you, our customers and trusted partners, rely on our company, and we take that responsibility very seriously.
Overview
Late on June 9th, our Information Security Team received an alert regarding suspicious activity on our network. We subsequently determined there was unauthorized access to our systems. In response, we proactively disconnected affected systems to contain the threat.
Contrary to some media reports, no systems were encrypted, and this was not a ransomware event. The event also did not involve email or any transmission of malware. We are working with law enforcement and cybersecurity experts. Our forensic investigation remains ongoing. Below, you will find more helpful information. We encourage you to contact your PHLY representative or our call centers if we can support you in any way.
Frequently Asked Questions
1. What happened?
Late on Monday, June 9, our Information Security Team received an alert regarding suspicious activity on our network. In response, we chose to disconnect the network to contain the threat. The network shutdown caused a disruption to our operations, which we are in the process of resolving. We have reported the incident to law enforcement and have engaged third-party forensic experts to assist us. Contrary to media reports, no systems were encrypted, and this was not a ransomware event.
2. When did it happen?
The incident occurred late on Monday, June 9, into the early morning hours of Tuesday, June 10. In response, our IT Security Team proactively initiated a network shutdown. Our investigation remains ongoing.
3. Is the incident contained?
Yes, we have transitioned from containment of the threat to recovery of our business operations.
4. Which systems are impacted?
The network shutdown broadly impacted all Company systems. The network shutdown was necessary to contain the threat and protect Company systems and data. We are still conducting a comprehensive forensic investigation. At this point, all of our systems have been secured and we are working to restore full functionality. We continue to support claims and agents with new and current accounts.
5. When will systems be restored?
Most of our core business systems have been restored. A full return to normal internal operations will take time, but we are working around the clock to get things back to normal for our agents and policyholders.
6. Was any of my data accessed or acquired?
Our investigation remains ongoing and if we determine that customer data was accessed, we will advise those whose information was involved.
7. What will you be doing to prevent this type of incident from happening again?
The Company is already taking steps to further strengthen its defenses and reduce the risk of future threats.
8. When and how will you tell us more?
The Company will continue to provide updates and information as it becomes available. Please continue to check our website for additional details.
9. Is there anything I should do?
Bad actors sometimes attempt to take advantage of this type of situation. While this incident did not involve our email system or any form of malware transmission, it is always good to exercise caution when receiving any unsolicited emails or phone calls asking for personal information. Customers should not click on links from unknown sources. If a customer receives a call or other correspondence that seems suspicious, we urge them not to provide any information but instead reach out to their PHLY contacts for confirmation.
10. How can I request a change to my policy or report a claim?
Claims
Report by email: claimsreport@phly.com
Report by phone: 800.765.9749 (option #3)
Claim inquiries: ClaimsCustomerService@phly.com
General Customer Service
Email: service@phly.com
Phone: 877.438.7459
11. If I have not received my June invoice, when should I expect it?
The network outage temporarily impacted our ability to send premium invoices to PHLY policyholders. We are pleased to share that we are resuming billing services and normal invoice distribution. Invoices will reflect their originally scheduled bill dates starting from June 10 and onward, as if no delay had occurred.
However, to ensure customers have sufficient time to review and make payment arrangements, we are extending all payment grace periods until August 1st. Our goal is to provide our customers with the time and flexibility needed during this recovery period.
ACH and credit card payments are currently being accepted via phone at 877.438.7459.