ID Theft Program Solution Overview

One Call | One Solution

Prepared Exclusively For

ID Theft | Methods

Identity thieves use many methods to stealpersonal information, including:

1. Dumpster Diving. They rummage through trash looking for bills or other paper with your personal information on it.

2. Skimming. They steal credit/debit card numbers by using a special storage device when processing your card.

3. Phishing. They pretend to be financial institutions or companies & send spam or pop-up messages to get you to reveal your personal information.

4. Changing Your Address. They divert your billing statements to another location by completing a “change of address” form.

5. “Old Fashioned” Stealing. They steal wallets & purses; mail, including bank & credit card statements; pre-approved credit offers; new checks; tax information & medical records. They steal personnel records from their employer, or bribe employees who have assess to employee data.

6. Data Breach. They steal personal data from businesses or institutions by any means, sophisticated or otherwise, accidental or intentional, whereby large amounts of personal data are targeted & breached – i.e., lost/stolen laptops, Wi-fi schemes, data media/storage devices, breached or ‘hacked’ data systems intrusions, etc.

RESTITUTION

Insurance that helps replace financial losses due to an ID Theft

Usually with deductibles Always with limitations &

exclusions

Solutions

RESOLUTION

Steps necessaryto restore a victim’s identity

Depending on severity of situation may include:• Law enforcement• Creditor & governmental

notification + submission of forms/affidavits, cancellation/replacement of accounts, filing of criminal reports, court appearances, dispute resolution, ID replacement

• And more . . .

PREVENTION

Caution, information & techniques to help avoid becoming a victim

Is proactive vs. reactive Can include 3rd party

services like credit monitoring, credit reports & credit freezes

Operational Team

24 x 7 single source intake for victim & is backbone of ID Theft Assist service

Long-term solutions to the stress, legal, and financial ramification of identity theft

worldwide benefit services

Enhances the speed of recovery by providing the needed credit background and protective monitoring services

Europ Assistance USA

Operating since 1982 in theU.S & office has not closed for 1 single day

Today has:25+ million Covered Members125 Employees in Bethesda/4,300 worldwideCoordinators are fluent in 28 languages24 x 7 x 365 in Bethesda Assistance Center

Provides victims with the necessary speed & timesaving capabilities in the critical early stages of identity theft discovery

Part of Europ Assistance Group: > 40years assistance business experience

ID TheftAssist™

Trans Union

Leading global provider of

business intelligence services:Supported by 3600 employees in 24 countries worldwide.

Provides real-time access to victim’s credit report to accelerate recovery.

Offers pre-incident credit monitoringService through subsidiary True CreditPart of Premier Service—no extra cost Includes free credit freeze—more effective preventative

tool than fraud alert,

ID TheftAssist™

Affinity Care

Created to meet the unique and

increasingly complex issues facing businesses 20+ years of experience has allowed creation of

preferred vendor relationships with specialty service providers nationally and internationally.

24/7 counselor support, emotional assistance for the victim is just a phone call away.

Provides long-term credit restoration needs, such as resolving any disputes with creditors

ID TheftAssist™

Standards Of Excellence

2011 Q3 Customer Feedback Survey Results:

Overall Quality of Service 95% Speed of Assistance 96%

Overall Employee Rating 94% Assistance Provided 92%

Overall Coordinators Helpful 91% Customer Service Skills 90%

Follow-up 89% Recommendation to others 92%

Telephony Metric Category Standard Actual

Average Speed of Answer 15 seconds 7 seconds

Telephone Service Factor 85% 94%

Maximum Busy Signals 2% 0.3%

Maximum Abandoned Calls 3% 0.8%

Service Levels

Basic & Premier Plans Capture all necessary information &

complete an initial needs assessment while the victim is on the phone to determine if a fraud or theft has occurred & act on it immediately.

Access to off-line single bureau credit monitoring on a post-incident basis. (Basic only)

Notify all 3 major credit-reporting agencies of the ID theft. Cancel & replace credit & charge cards Assist participant in placing a "Fraud Alert" on his/her credit report. Provide the participant with a helpful "ID Theft Action Kit“ Translate 25+ languages whenever necessary; i.e. when

victim is overseas & needs help communicating withlocal police in order to file a report or if victim’s firstlanguage is not English.

ID TheftAssist™

Service Levels

Premier Level Only Provide access to triple bureau daily credit monitoring Provide participant with a uniform ID Theft Affidavit, answer any questions

regarding completion of the affidavit & affidavit to proper authorities, credit bureaus & creditors.

Obtain list of creditors & contact them with separate itemized fraudulent account statements for each fraudulent occurrence.

Report the fraudulent activity to Local authorities& forward report to creditors.

Notify the fraud department of participant's creditors. Report the ID theft to the Federal Trade Commission. Home-state specific paperwork & services Educate the participant on how ID Theft occurs & inform him/her of

protective measures to take to avoid further occurrences. Provide emergency cash advance when theft occurs

away from home.

ID TheftAssist™

Service Levels

Premier Level Only Review “real-time” credit history with victim

& identify fraudulent accounts & activity. Medical ID Theft Services. Perform legal document review and free initial legal consultation. Draft a victim impact letter to the judge handling the case if impostor is

apprehended and stands trial. Determine best legal action to take against creditors or

how to work with credit bureaus if creditors are not cooperative in removing fraudulent entries fromparticipant's credit report.

Give advice for ancillary problems caused by identity theft. Offer unlimited 24/7 telephone access to Master-level Consultants to help

participant alleviate stress & anxiety caused by ID Theft. Arrange access, when needed, to up to 3 in-person sessions with a

professional in our national network of BehavioralSpecialists to help participant deal with theemotional trauma of ID Theft.

ID TheftAssist™

Program Eligibility

• All plans are “Family Service”– "Family Service" means the person(s) eligible for the restoration services shall be the

employee; spouse or Domestic Partner; children age of 21 and under who live with the employee; and children age of 24 and under who are full-time students

– "Domestic Partner" means anyone living in a domestic partnership with a employee as a relationship between two cohabitating people unrelated by either blood or marriage, regardless of gender, who are over the age of 18, share the common necessities of life, and have resided together for at least 6 months prior to subscribing to our product. In the cities and or states where domestic partnership registers are available, enrollees need to be registered in order to be covered.

• One main restriction—ID compromises/thefts discovered by the individual prior to enrollment are not eligible for service.

• Credit Monitoring Benefit is available to one person per household. Other household members can enroll at a discount from the general public price. However this is only needed if other household members have there our individual accounts and not joint accounts.