On Wednesday, March 1, 2023, we informed you about a connectivity issue that affected our Customer Interaction (CI) Call Center and our Default Call Center (DCC).

During this connectivity issue, our representatives were unable to access the systems they need to assist our homeowners. The incident prevented our representatives in the DCC from receiving phone calls from homeowners from approximately 8:30 a.m. until 12:45 p.m. ET. During the same timeframe, we were able to fulfill calls in CI, but representatives could only answer general questions for homeowners.

Our self-service portals on the Telephony IVR and CenNet homeowner website remained available for all homeowners. When possible, we referred homeowners to these tools to access their accounts.

This issue was related to the degradation of our provider’s connection to our environment, impacting some of our applications and, ultimately, the connectivity performance for our Call Center teams. We have been told that this incident affected several of this vendor’s clients, in addition to Cenlar. We have begun steps to implement active monitoring to the connection strength in order to prevent future issues, and allow us to activate our secondary connection, if ever necessary.

We will advise when we have any additional significant details to share.