Technical Issues Update
Further to the technical issues update I provided on Monday, November 6, I want to ensure we keep all of you informed as to where things are at with the cyber security event one of our technology partners experienced. Many of you have been asking questions and we are providing transparent answers to the best of our ability based on the information being shared with us through the impacted partner. As a reminder, we were made aware that on Nov 2nd one of our technology partners experienced a cyber security event which is impacting our back-office processing. This means that certain systems and applications are not currently available, however we are able to accept new insurance and GIA applications.
Since Monday’s update, I am happy to share that we have been in contact with most Serenia Life clients who had a payout from Serenia missed during the current outage. Payments and communications to these clients have started to hit their bank accounts through EFTs and will continue throughout this week. By the end of the week, payment cadence will be back to normal cycle for any RRIF or other regularly scheduled payments. Further to this, commissions will run this Friday as per usual – unfortunately commission statements will not be available due to the outage. Once we have a clear timeline from our technology partner, we will provide an update as to when you can expect your commission statements.
FAQs
What happened?
We have learned that on Nov 2nd one of our technology partners experienced a cyber security event which is impacting our back-office processing. This means that certain systems and applications are not currently available, however we are able to accept new insurance and GIA applications.
What actions is Serenia Life taking?
This is a top priority for us and we will continue to be in constant contact with our partner, to ensure the issue is resolved as quickly as possible. We will provide updates as new information becomes available.
Has member data been compromised?
We are not aware of an impact to member data at this time. The investigation is still ongoing.
Were Serenia Life’s systems impacted?
We have no evidence to suggest that our systems have been impacted and we continue to monitor our environment. Communication through our websites and email can continue as normal.
Which systems have been impacted?
Our back-office processing has been impacted but we are still accepting applications.
Can I still use the Admin Office email?
Yes, there were some failure notices sent last week but this has been corrected. Any email that received the failure notice have been captured and there is no need to resend.
My member missed a RRIF or regularly scheduled payment to their account between November 2 and November 7, what is being done to correct this?
Communication with the affected members has begun and payments to rectify this started November 8. All members who missed an ETF from Serenia Life during this time will have been corrected by end of week and then normal cadence of payment will resume.
How do I get answers to my questions?
Continue to reach out to Member Services
Duane Zappitelli
VP, Sales and Distribution
