[Identified] Pricing APIs – Partner Quote Lookups Degradation

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.

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.

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.

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.