Why underwriters ask about it
the response in the first hour decides whether an AI error becomes a story, a refund, or a lawsuit.
How to fix it
- Write the one-page plan: ① stop the automation (kill-switch list, R9.3) ② preserve the record — export the conversation before anything gets overwritten ③ tell the owner ④ make it right with the customer ⑤ fix the cause ⑥ write down all of it.
- Put the plan next to the kill-switch list.
- Practice once on a pretend incident.
Evidence to keep
the plan, plus the practice-run note.