| Tokio Marine North America Network Outage FAQs - 6.17.25 |
Thank you for your understanding as we work to restore full functionality following our recent network outage. This FAQ is designed to provide clear, up-to-date information regarding the outage for both insurance agents and policyholders of Philadelphia Insurance Companies, Tokio Marine America, and First Insurance Company of Hawaii. We are committed to keeping you informed and supported throughout this process.
- What happened?
Late on Monday, June 9, our IT 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.
- 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.
- Is the incident contained?
Yes, we have transitioned from containment of the threat to recovery of our business operations.
- Which systems are impacted?
The network shutdown broadly impacted all Company systems, including email, phone, and online applications. 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. Our claims hotlines remain available, and our customer service centers are resuming operations.
- When will systems be restored?
Return to normal operations will take time, but we are working around the clock to restore business operations.
- 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 personal information was involved.
- 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.
- 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.
- Is there anything I should do?
As a precaution, we are reminding all customers 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 contact our customer service lines found on our companies’ websites.
- How can I request a change to my policy or report a claim?
Please refer to the contact information above for each company.
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