SCTI provides guidance following CrowdStrike outage

Southern Cross Travel Insurance (SCTI) has responded to the global IT outage that occurred on July 19 due to a software update from CrowdStrike.

The disruption impacted various industries, including transportation and logistics. As a result, SCTI advises travellers to contact their airlines or travel agents first to make alternative arrangements.

SCTI’s statement on policy coverage following global outage

For policies purchased before 7pm (NZT) on July 19, policyholders may be eligible to claim expenses incurred due to the outage, subject to their policy’s terms and conditions. Travelers should refer to their policy documents for specific details.

For those who are overseas and return trip is disrupted, SCTI said:

• travel insurance will automatically extend until the customer safely returns home, without needing to contact SCTI
• coverage includes certain additional expenses, such as accommodation and transportation, up to the policy limits
• airlines will independently determine flight schedules. Customers should contact their airlines or tour operators for the latest updates
• for alternative transport arrangements, customer should contact SCTI’s 24/7 emergency assistance team at +64 9 359 1600 to discuss options

For those whose departure from New Zealand is disrupted, SCTI said:

• claims may be possible for expenses due to cancellations or changes, up to the selected policy limits
• the policy will cover up to the specified amount, less the selected excess. These details are available in the Certificate of Insurance provided at the time of purchase

For policies purchased after 7pm (NZT) on July 19, no coverage is available for claims arising from the outage as it is not considered an unexpected event from this date and time.

Submitting a claim following CrowdStrike outage

The travel insurer said claims can be submitted via the online portal, My SCTI.

“Please keep all your receipts and invoices for any payments you have made. You can upload these when you submit your claim,” it said.

SCTI customer assistance following CrowdStrike outage

The insurer offers support through its 24-hour emergency assistance team at +64 9 359 1600 for those needing emergency medical help while traveling.

Microsoft’s measures in response to CrowdStrike outage

In a recent blog, Microsoft said it has been working to mitigate the impact of the CrowdStrike software update.

While not a Microsoft incident, the company has taken several steps to support affected customers. These include:

• collaborating with CrowdStrike to develop and automate a solution
• deploying engineers to assist in restoring services
• coordinating with Google Cloud Platform and Amazon Web Services to share impact information and develop effective remediation approaches
• providing regular updates through the Azure Status Dashboard and offering manual remediation documentation

The company also confirmed that the incident impacted 8.5 million Windows devices, or less than 1% of all Windows machines.

New Zealand government’s response to CrowdStrike outage

Acting Prime Minister David Seymour provided an update on the government’s response, confirming that the outage was due to a software glitch, not a malicious attack. Essential services remain operational, and systems are gradually being restored.

The National Emergency Management Agency is coordinating the government’s efforts to minimise the outage’s impact on New Zealand. The government will continue to monitor the situation and provide updates as needed.

“The government has worked quickly to understand the impacts of this issue and minimise them wherever possible,” Seymour said. “We appreciate the inconvenience this is causing for the public, retailers, and businesses. The government is closely monitoring developments and will continue to provide updates.”