June 18, 2025 Update
We have made progress in restoring limited network access, and our teams are working around the clock to fully resume business operations. Employees across the country are beginning to regain access to key systems, including email. However, we are still in the early stages of restoring full operations, and completing this process will take time.
Our top priority remains supporting our policyholders, agents, brokers, and other valued partners. Our claims call center remains available (see contact information below), and we’re doing everything we can to ensure you continue to receive the service and support you rely on.
Thank you for your understanding as we work through this complex challenge. Please refer to these Frequently Asked Questions (FAQs) for the latest updates.
June 13, 2025 Update
Tokio Marine North America Inc., the parent company of Philadelphia Insurance Companies, Tokio Marine America Insurance Company, and First Insurance Company of Hawaii, released the following statement today:
Late in the evening on Monday, June 9, our IT Team received an alert regarding suspicious activity on our network and began an investigation. We subsequently determined there was unauthorized access to our systems. We immediately activated our incident response protocols and proactively disconnected affected systems to contain the threat, resulting in a network outage.
Since then, we have notified law enforcement and have been conducting a forensic investigation with a team of external experts to determine the nature and scope of the incident. That investigation is ongoing.
We are fully committed to providing the levels of support and service our customers have come to expect from our companies, and we apologize for any inconvenience they may experience.
Support for FICOH Customers
During the outage, FICOH customers can continue to report claims through the following channels:
Email: claimsreportsdesk@ficoh.com
Phone: 808-527-7711 or 800-272-5202 (toll free)
Online: www.ficoh.com/claims
Important Security Reminder
As a precaution, we are reminding all customers to be alert to any unsolicited emails or phone calls asking for personal information. Customers should not click on links from unknown sources or provide personal information by phone or email. If a customer receives a call or other correspondence that seems suspicious, we urge them not to provide any information.