The issue was identified and addressed by implementing the necessary configuration corrections that were impacting the application. Following the Emergency change, the application was validated and service has been fully restored.
Posted Mar 19, 2026 - 16:51 EDT
Monitoring
The emergency change has been successfully implemented in the production environment. Following deployment, confirmation was received from the business that the issue has been resolved and policy activity is now visible in PROD within MyMagMutual and the Agent Portal. All impacted functionality has been validated and is operating as expected. The Salesforce, API, and Infrastructure teams will continue to closely monitor the service and related logs to ensure ongoing stability and to promptly address any anomalies should they arise.
Posted Mar 19, 2026 - 11:49 EDT
Identified
Customers and agents are currently experiencing degraded functionality when viewing Oasis policies in MyMagMutual and the Agent Portal. Specifically, the policy activity breakdown is not loading, preventing users from accessing complete and accurate policy details. This issue impacts:
Policyholders, who are unable to fully review their policy activity Agents, who rely on this information to effectively service customers Overall customer experience, due to reduced visibility into active policies
There is no data loss, but the lack of policy activity visibility limits self‑service capabilities and increases the likelihood of customer inquiries and support escalations. An emergency change has been created to resolve the ongoing issue. The change includes a targeted backend service update required to restore full functionality. The scope of the change is limited, carries minimal risk, and is intended to quickly restore normal customer and agent access to policy information.
Posted Mar 18, 2026 - 18:20 EDT
Investigating
When viewing Oasis policies in MyMagMutual or Agent Portal, the policy activity breakdown is not loading. This issue is being investigated by our Salesforce and API teams. An RCA will be attached to this incident.
Posted Mar 18, 2026 - 16:05 EDT
This incident affected: My MagMutual and Salesforce.