IDE Data Breach and Credit Monitoring Services.pdf

SERVICES OVERVIEW

Breach Services Customize your solution from our comprehensive offering

Project Management and Setup •• Dedicated account manager actively manages the on-going project

•• Detailed project plan defines actions, responsibilities, timeline and budget

•• Implement internal systems to manage, track, and support communication to affected population

•• Provide status calls on a daily-to-weekly basis to discuss efficiencies, FAQ, and budget

•• Rapid change request support

Notification Letter •• Customized letters written to minimize breach related risks and meet the needs for your organization and the affected population

•• ID Experts Recommended Steps for enrollment via the call center and managed website

•• Printing, processing and handling of USPS First Class notification letter to population

•• Acceptance of secured data feed with name, address and unique ID to validate affected population and integrate with CRM system

•• NCOA address validation prior to mailing

•• Return handling including researching undeliverable letters and managing resend process (optional service for additional charge)

•• Legally compliant mailing for all 50 states

•• Periodic reports include certificate of mailing, undeliverable letters and updated addresses from NCOA

Communications

Informational and Enrollment Website •• Website developed and hosted by ID Experts

•• Provide the affected population with instant access to enrollment in ID protection and breach-specific information

•• Provide links to ID Experts member website for access to exclusive member services and reporting of suspected identity theft

Call Center - Interactive Voice Response •• Set-up and program customized Interactive Voice

Response (IVR) technology

•• IVR answers all calls with approved scripted recorded message

•• After hours message requests caller to call back during normal business hours

•• Calls directed to a live dedicated agent in less than 3 minutes

Call Center - Agent Staffing •• Agents will be trained on details of the incident; specific to frequently asked questions (FAQ) scripting, client process requests, escalations, customization, and service levels

•• Live, dedicated, trained English and Spanish speaking representatives based in the United States from 8:00 am to 8:00 pm CST, Monday – Friday (excluding holidays and weekends)

•• Agents staffed to insure 90% of calls answered in 180 seconds or less

•• Develop customized call center FAQ scripting, no limit on number of FAQs

•• Callers validated through our fully integrated Customer Relationship Management (CRM) system and monitored for quality assurance

•• Management of all calls that require escalation

•• Foreign language services are available at an additional cost for languages other than English or Spanish

•• Periodic call center reports on call volume, inbound and outbound calls, enrollments and website activity

Single Bureau Credit Monitoring Monitoring of a single credit bureau for changes to the member’s credit file such as new credit inquires, new accounts opened, delinquent payments, improvements in the member’s credit report, bankruptcies, court judgements and tax liens, new addresses, new employers and other activities that affect the member’s credit record.

Tri-Bureau Credit Monitoring Monitoring of all three credit bureaus for changes to the member’s credit file such as new credit inquires, new accounts opened, delinquent payments, improvements in the member’s credit report, bankruptcies, court judgements and tax liens, new addresses, new employers and other activities that affect the member’s credit record.

CyberScanTM Dark Web monitoring of underground websites, chat rooms and malware, 24/7 to identify trading or selling of your personal information, like SSN’s, bank accounts, email addresses, medical ID numbers, driver’s license numbers, passport numbers, credit and debit cards, phone numbers, and other unique identifiers

Identity Theft Insurance Identity Theft Insurance will reimburse Covered Persons for expenses associated with restoring their identity should they become a victim of identity theft. If a Covered Person’s identity is compromised, the policy provides coverage for up to $1,000,000, with no deductible, from an A.M. Best “A-rated” carrier, subject to the terms, limits and/or exclusions of the policy.

Fully Managed Identity Recovery ID Experts’ fully-managed recovery service provides recovery and restoration for identity theft issues such as (but not limited to): Account Creation, Criminal ID Theft, Medical Fraud, Account Takeover, Rental Application, Tax Fraud, Benefit Fraud, Online Auction Fraud and Utility Creation. This service includes complete triage process for affected individuals who report suspicious activity, a personally assigned Recovery Advocate to fully manage recovery and restoration of each case and expert guidance provided for those with questions about id theft and protective measures.

Tri-Bureau Credit Monitoring with CyberScan + $1M

Insurance + Identity Recovery Best for: High-risk breaches involving

PII, PHI and/or other financial information, or breaches with comprehensive data exposure

Single Bureau Credit Monitoring with CyberScan

+ $1M Insurance + Identity Recovery

Best for: High-risk breaches or breaches involving a VIP population

Single Bureau Credit Monitoring + $1M Insurance

+ Identity Recovery Best for: High-risk breaches involving PII

CyberScan Monitoring + $1M Insurance

+ Identity Recovery Best for: Breaches of healthcare information

PRODUCT OVERVIEW

Monitoring & Identity Recovery Tailored to the specific risks of the breach

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