“Just to clarify, both policies and claims are blocked in Berlin, Munich, Hamburg, and Frankfurt, correct?”, “Yes, all four locations. Nothing is moving. Customers are calling nonstop.”, “Understood - I'm sorry about that. Are any of today’s deadlines particularly urgent—claims or policies that absolutely must be processed?”, “Yes. Hamburg has three high-value claims that need to be completed today.”, “Today, ok , got it. And how long have your teams been trying to work around this?”, “Since the system went down—about 90 minutes.”.

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