[Identified] Pricing APIs – Partner Quote Lookups Degradation

Update timeline

1. identified Jul 01, 2026, 04:56 PM UTC

   We have identified the root cause of the ongoing issue affecting our **Pricing APIs**. Since **26 Jun 2026**, some partners experienced failures when attempting to look up a quote by reference or create an insurance policy after a successful pricing call. The API returned an error indicating the quote reference could not be found, even when it had been successfully generated moments earlier. This was caused by **an unexpected failure in one of our internal backend processing components**, which resulted in significant delays in quote recording. No quote data has been lost; all quotes are being processed, with delays. Corrective actions have been deployed to restore normal processing and improve the resilience of the affected component. We are closely monitoring the service. **Quote lookup delays of several hours are still currently being observed.** - **Detection time:** 08:05 (GMT+2), 26 Jun 2026 - **Identification time:** 29 Jun 2026 - **Impacted services:** Pricing APIs – Quote Lookup (getPrice by QuoteReference) / Policy Creation - **Status:** Fix deployed — residual delays of several hours under active monitoring We will provide a further update by **19:54 (GMT+2), 01 Jul 2026** at the latest. We sincerely apologize for the continued disruption to your operations.

2. identified Jul 01, 2026, 06:24 PM UTC

   We have identified the root cause of the ongoing issue affecting our **Pricing APIs**. Since **26 Jun 2026**, some partners experienced failures when attempting to look up a quote by reference or create an insurance policy after a successful pricing call. The API returned an error indicating the quote reference could not be found, even when it had been successfully generated moments earlier. This was caused by **an unexpected failure in one of our internal backend processing components**, which resulted in significant delays in quote recording. No quote data has been lost; all quotes are being processed, with delays. Corrective actions have been deployed to restore normal processing and improve the resilience of the affected component. **Quote lookup delays of several hours are still currently being observed.** - **Detection time:** 08:05 (GMT+2), 26 Jun 2026 - **Identification time:** 29 Jun 2026 - **Impacted services:** Pricing APIs – Quote Lookup (getPrice by QuoteReference) / Policy Creation - **Status:** Fix deployed — residual delays of several hours under active monitoring Our team is **closely monitoring the service throughout the night** to ensure a full and stable return to normal operations. We sincerely apologize for the continued disruption to your operations.

3. monitoring Jul 01, 2026, 08:00 PM UTC

   Following infrastructure adjustments carried out by our team, the processing backlog affecting **Quote Lookup and Policy Creation** has been fully cleared as of **21:44 (GMT+2), 01 Jul 2026**. No further delays are being observed. We are **closely monitoring** the service to confirm that operations remain stable before closing this incident. - **Detection time:** 08:05 (GMT+2), 26 Jun 2026 - **Stabilization time:** 21:44 (GMT+2), 01 Jul 2026 - **Impacted services:** Pricing APIs – Quote Lookup (getPrice by QuoteReference) / Policy Creation - **Status:** Monitoring – backlog cleared, service appears stable We will provide a final update shortly. We sincerely apologize for the disruption this incident has caused to your operations.

4. resolved Jul 02, 2026, 07:39 AM UTC

   The **Pricing APIs** — including Quote Lookup (getPrice by QuoteReference) and Policy Creation — have been fully restored. Following infrastructure adjustments carried out by our team, the processing backlog was fully cleared on **01 Jul 2026 at 21:44 (GMT+2)**. The service has been stable overnight and is now confirmed fully operational. - **Detection time:** 08:05 (GMT+2), 26 Jun 2026 - **Stabilization time:** 21:44 (GMT+2), 01 Jul 2026 - **Resolution time:** 09:38 (GMT+2), 02 Jul 2026 - **Total duration:** ~5 days 13 hours - **Impacted services:** Pricing APIs – Quote Lookup (getPrice by QuoteReference) / Policy Creation We sincerely apologize for the significant disruption this incident caused to your operations. Our team is conducting a post-incident review to identify preventive measures and ensure this type of issue does not recur. Thank you for your patience and understanding.