Case Type: Commercial insurance claim – IT incident

Client: Damage assessor commissioned by a major insurer

Parties Involved: Insured SME vs. insurance company

Mandate Assigned to H2E Firm:


Determine the cause of a critical server failure and assess the validity of the claim

Duration of Mandate: 
20 business days

Context

A logistics services company filed a claim of over $75,000 following an incident that led to the complete loss of their central server (customer files, invoices, order history).


The company claimed it was due to an “unforeseeable”
hardware failure.

Before approving the claim, the insurer hired H2E Firm to conduct
an independent technical analysis to determine the true nature of the incident and verify whether the coverage clauses applied.

H2E Firm’s Intervention

Step 1

Technical Hardware Inspection

  • Physical analysis of the received server (brand, model, configuration)
  • Inspection of internal components and system logs (BIOS, RAID, hard drives)
  • Identification of signs of overheating, dust buildup, mechanical failure
Step 2

System Log Analysis

  • Full review of startup logs, alerts, and system errors (Windows Server)
  • Extraction of log files from disks and monitoring tools
  • Detection of over 18 critical temperature warnings ignored over 5 months
Step 3

Detailed Technical Report Describing

  • Signs of gradual wear and lack of preventive maintenance
  • Inadequate ventilation inside the case
  • Absence of configured automatic backups

Conclusion: The failure was not sudden but the result of identifiable technical negligence

Outcome

H2E’s report allowed the insurer to reject the claim based on a policy exclusion related to poor maintenance.


The client later hired another firm to upgrade its infrastructure, following the recommendations in H2E’s report.

Key Takeaways
  • A neutral technical analysis of an IT incident can save tens of thousands in unfounded indemnities
  • Preserved system logs can reveal months of ignored warnings
  • A third-party expert enables insurers or evaluators to make decisions based on solid, documented, and defensible technical grounds
Tools Used
  • Hardware analysis (CPU-Z, Crystal Disk Info)
  • Windows logs and RAID firmware extraction
  • Technical PDF report with tables and log screenshots
  • Post-incident recommendations (backups, monitoring, ventilation)

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