A morning that went viral but wasn't planned

Nina is a social media manager—strategic, creative, and a master scheduler. This morning: planned campaign, influencer day, everything ready. Suddenly, followers report strange posts, DMs are flooding, and she can no longer log in. A glance at the dashboard: "Password changed. Access blocked." Clearly: a targeted hacking attack.

The damage story: It's not just likes that are gone

It quickly becomes clear: This is more than just a lost post. The attacker has gained admin rights, customer ads are running in the wrong direction, and sensitive direct messages have been compromised. Nina alerts the client, saves screenshots, and documents every step—and reports the incident to the insurance company. Because yes: Cyber ​​risks are real, especially for freelancers with customer access.

The insurance company reacts — bureaucratically, but correctly

The insurance company responds quickly—but they demand evidence: forensic analysis, logs, proof of security measures. Sounds fair. Except: Nina is a social media professional, not an IT forensic expert. While she tries to organize log files and expert reports, time is ticking. The client is losing reach, the influencer placement budget is burning through, and the mood is souring. The insurance company investigates, asks for additional information—and everyone's nerves are frayed.

Damage relief steps in and cleans up 🦸‍♀️

This is where the claims assistance team comes in: They coordinate IT forensics, establish contact with the managed security service, collect the necessary logs, and handle communication with the insurance company. The result: rapid restoration of access, coordination with platforms to remove malicious posts, and a clear damage report for the insurer. The insurance company acknowledges the damage, reimburses costs for external experts and consequential damages—and the customer gets their account back.

Nina breathes a sigh of relief: the content is back up and running, the campaign is being adjusted, and the reputation is saved. She learns a lesson: prevention is essential, and damage control is the shortcut out of the bureaucratic jungle.

Cyberattacks are not a luxury problem — they happen

Social media managers are on the front line when it comes to customer communications. Hacking attacks are fast, complex, and expensive. You need not only strong passwords, backups, and two-factor authentication—but also a plan for emergencies.

👉 Get a free initial assessment now and find out how claims assistance protects you in the event of a cyber incident — before a post becomes a PR disaster.