CLIENT or CLIENT customers can report a Consumer who suspects or has evidence of Identity Theft to defend-id for assignment to a Recovery Advocate through a secure web portal or by a designated toll-free phone number. A Consumer Plan Member may also contact defend-id directly using a designated toll-free phone number. In the case of online submission, CLIENT or CLIENT customers will verify the consumer’s eligibility for benefits and defend-id will respond to the Consumer within one business day of submission of the request for defend-id Services.

If the Recovery Advocate determines that Identity Theft or a compromise has occurred, a Recovery Advocate will provide the following services as needed:

1. Directly contact the Plan Member or Affected Consumer and open an Identity Theft recovery case.
   1. The Recovery Advocate will attempt to contact the Plan Member or Affected Consumer by phone at least three (3) times within five (5) business days following submission of the case and, if there is no phone contact, will send an email to the Plan Member or Affected Consumer if an email address is provided.
   2. If no response from the Consumer within five (5) business days of the case submission, defend-id will mail a letter to the Consumer at the address provided by the person who submitted the case advising the Consumer of our attempts to contact them and will close the case as “no response”.
2. Provide initial consultation and analysis with the impacted Consumer to identify potential compromise or confirmed Identity Theft.
   1. Collect information regarding misuse of the Consumer’s accounts.
   2. Create and maintain a case file to document the identity fraud.
   3. Access and review the Consumer’s credit files with the Consumer to determine the accuracy of the file and potential areas of fraud.
3. Provide the impacted Consumer with a secure login to a complementary personal subscription to the defend-id Services which includes:
   1. The ability for the Consumer to initiate three-bureau credit monitoring and other complimentary identity detection services for the duration of the recovery process and for twelve (12) month thereafter.
   2. Alerts of new or suspicious activity, sent as often as daily by email or email and SMS text.
   3. The ability for the Consumer to view recovery case notes and other documentation online.
   4. The ability for the Consumer to access, view and print recovery case documents uploaded on their behalf by their Recovery Advocate.
4. Provide a recovery package via overnight mail or email, at the option of the Consumer and at no cost to the Consumer, with the necessary forms and instructions, including a limited power of attorney authorization form and Identity Theft affidavit.
   1. Recovery package will include instructions for the completion of the included documentation as well as the direct contact information (name, email, phone, and fax) for the Recovery Advocate assigned to the case.
   2. Recovery package will include return instructions including prepaid overnight postage.
   3. If the package is not returned within ten (10) business days of the delivery, the Recovery Advocate will attempt to contact the Plan Member or Affected Consumer by phone at least three (3) times in the following five (5) business days. If there is no phone contact and there is an email address provided, the Recovery Advocate will send an email to the Plan Member or Affected Consumer.
   4. If there is no response from the Plan Member or Affected Consumer within ten (10) business days of the recovery package delivery, the Recovery Advocate will mail a letter to the Affected Consumer at the address provided by the person who submitted the case advising the Affected Consumer of our attempts to contact them and close the case as “no response”.
5. Diligently strive to restore the Consumer’s identity to pre-Identity Theft event status, by conducting the work necessary to reverse Identity Theft and restore the Consumer’s identity, as appropriate:
   1. Assist the Consumer with the placement of fraud alerts with the three major credit bureaus
   2. Notify the three major credit bureaus, and the Consumer’s affected creditors, financial institutions, utility providers and other impacted entities of suspected or confirmed Identity Theft.
   3. Provide assistance with filing a Police Report to document the Identity Theft.
   4. Research and investigate potential damage to Consumer’s identity with creditors, governmental agencies, financial institutions and others.
   5. Provide assistance with obtaining and reviewing the Consumer’s Social Security Personal Earnings and Benefits Statement.
   6. Provide information to the Federal Trade Commission, and to other government agencies, as appropriate.
   7. File disputes with financial institutions, creditors, government agencies and others disputing the fraudulent activity on behalf of the Consumer utilizing a limited power of attorney.
   8. Provide follow-up with entities to whom disputes have been filed until fraudulent activity has been reversed or deemed valid.
   9. Provide other assistance as defend-id might reasonably be able to offer a Consumer on a case by case basis as determined at the sole discretion of defend-id. Such other assistance as may be agreed upon by the parties or defend-id and the Consumer.
6. Assist the Consumer in replacing lost or damaged documents and credentials such as credit cards, U.S. passports, insurance policies, licenses and other local, state and U.S. government issued documents. This Service is available to all Eligible Consumers regardless of whether or not a Consumer has declared an Identity Theft event.
7. Following the recovery process, the Recovery Advocate will:
   1. Provide confirmation, using the Consumer’s preferred communication method, to the Consumer that the case has been closed and Identity Theft has been resolved.
   2. Provide access for the Consumer to their credit reports from the three bureaus to prove that fraudulent activity has been expunged, as appropriate.
   3. Provide Consumer with access to continued complimentary credit monitoring for 12 months following the resolution of the Identity Theft case.
   4. Periodically contact the Consumer throughout one year following resolution of their Identity Theft recovery case.
   5. Provide Consumer with access to education through online resources, including interactive Identity Theft risk test, protection tips, news and other general Identity Theft awareness information.

1. Credential Vault with Lost Document Replacement - A service which provides an on-line means for the Consumer to store information on no less than 50 critical or sensitive documents and credentials such as bank accounts, credit cards, passports, mortgages and other loans.
2. Internet Dark Web Monitoring - A form of identity monitoring with daily alerts to identify inappropriate instances of the Consumer’s personal information on the internet, including black market sites and records derived from known data breach events. The service provides a means for the Consumer to register no less than 50 bank accounts, credit cards and other sensitive information and credentials to be monitored together with their personally identifying information provided by the Consumer during registration and maintained in the Profile section within the Consumers’ account. Alerts are triggered upon the first discovery of the suspicious information and are delivered by email and by optional SMS text message. Results include the information that was found and the source of the suspicious information.
3. SSN Monitoring - Monitors for changes in the Consumer’s name and/or aliases in their TransUnion credit file. Alerts are triggered upon a change in the status of the name/SSN combination and are delivered by email and by optional SMS text message,
4. Criminal Data Monitoring - Monitors state and local arrest and incarceration records for any records matching the Consumers personally identifying information. Alerts are triggered upon the discovery of a match between the registered Consumer and the criminal records database and are delivered by email and by optional SMS text message.
5. Address Change Monitoring - Monitors for any type of address change in a Consumer’s TransUnion credit file. Alerts are triggered upon the discovery of an address change and are delivered by email and by optional SMS text message.
6. Three Bureau Merged Credit Report with Score - An Experian, TransUnion and Equifax merged credit report and Vantage score is made available for a Consumer to request monthly, quarterly, semi-annually or annually.
7. Three Bureau Credit Monitoring - Monitoring of the Consumer’s Experian, TransUnion and Equifax credit files with daily alerts. Alerts are triggered by changes in their credit file with any of the three major credit bureaus and are delivered by email and by optional SMS text message.
8. Instant Inquiry Alerts - An enhanced form of credit monitoring which provides alerts to a Consumer as soon as TransUnion receives an inquiry to the Consumer’s credit file. Alerts are delivered by email and optional SMS text message.
9. Score Tracker - Provided by TransUnion, a monthly service which provides a Vantage credit score in a graphical interface. The interface displays the score for the current month and each of the previous six (6) months. A notice that a new score is available is sent by email to the consumer each month on a schedule.
10. Identity Theft Expense Reimbursement Insurance - Consumer insurance that pays for expenses incurred in the recovery of a Consumer’s identity with specific aggregate limits. All levels of coverage have no deductible. This description is a summary only. It does not include all terms, conditions and exclusions of the policies described. Coverage is not available to residents of the state of New York and may not be available in all jurisdictions in the future.