Cyber Incident Victim: MSH International
Date:
Feb 2024
Location:
Canada
Summary
A cyber incident disrupted systems at MSH International, a subcontractor providing emergency travel and health coverage services for Canadian public service members abroad. The company disabled affected services upon discovery and engaged external experts to restore operations, resulting in temporary inability to process claims or access online portals, though phone support remains available; members are advised to submit claims via paper forms while the investigation continues.
| CIA Posture | Motives | Tactics, Techniques & Procedures |
|---|---|---|
| Available to members | 2 motives | 3 techniques |
| Threat Actors | Type | Location |
|---|---|---|
| 0 actors | Available to members | Available to members |
Description
On February 9, 2024, the Treasury Board of Canada Secretariat (TBS) was notified by Canada Life of a confirmed cyber incident affecting systems operated by MSH International, a subcontractor responsible for emergency travel and comprehensive health coverage services under Canada’s Public Service Health Care Plan (PSHCP). The incident specifically impacted services for PSHCP members residing abroad or traveling internationally. Upon detecting the breach, MSH International immediately disabled its systems to contain the threat and protect network integrity, subsequently engaging an external cybersecurity firm to assist with forensic investigation and restoration efforts. Canada Life, as the primary contractor overseeing MSH’s operations, relayed details of the incident to the Canadian government on behalf of the subcontractor. The disruption rendered MSH’s claims processing systems and member portal inaccessible, preventing standard claim submissions and online account management for affected beneficiaries.
Operational impacts included the suspension of all digital claim submissions through the MSH Member Portal, though the MSH contact center remained reachable via phone for emergency assistance. Members requiring out-of-country coverage support were directed to use toll-free numbers within North America or collect-call options internationally. For non-emergency proof-of-coverage requests, beneficiaries were advised to contact Canada Life directly via designated phone lines. To mitigate processing delays, PSHCP members were instructed to download paper claim forms from the PSHCP Member Services website and submit them manually during the outage. MSH International and Canada Life jointly prioritized investigating the incident’s scope while working to restore services, though no timeline for resolution was provided. The Canadian government directed beneficiaries to monitor its official Canada.ca webpage for updates, emphasizing reliance on interim paper-based processes until systems resumed normal operations.