MEMBERSHIP HANDBOOK WELCOME TO YOUR CLC ID PROTECT PROGRAM!

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1 MEMBERSHIP HANDBOOK WELCOME TO YOUR CLC ID PROTECT PROGRAM! We are delighted to welcome you to the growing number of individuals and families who are enjoying the extensive scope of identity monitoring, fraud resolution, and recovery services offered through our program. Now you can finally experience peace of mind knowing that your credit reputation and personal identity is monitored for security purposes and that a trained Fraud Resolution Specialist will be available to hep you resolve identity theft issues, as well as concerns about your credit reputation and scores. This booklet has been designed to describe the services availble to you. We encourage you to carefully review this information so that you are able to make the most of your membership. Should you have any questions, or if we can assist you in any way, please do not hesitate to call us. Our office hours are 6:00 AM to 5:00 PM, Pacific Standard Time. Thank you for your participation. Sincerely, The ID Protect Team CLCIDPROTECT.COM 1

2 TABLE OF CONTENTS WELCOME TO YOUR CLC ID PROTECT PROGRAM!...01 HOW TO AVOID ID THEFT...03 HOW TO USE THE CLC ID PROTECT PROGRAM...04 IDENTITY MONITORING AND FRAUD RESOLUTION SERVICES...04 LOST PURSE OR LOST WALLET BENEFITS...05 IDENTITY THEFT FRAUD EXPENSE REIMBURSEMENT COVERAGE HIGHLIGHTS...05 RESTORING YOUR IDENTITY STEP BY STEP...06 CLCIDPROTECT.COM 2

3 HOW TO AVOID ID THEFT What can you do to avoid becoming a victim of identity theft? Here are some preventative steps: Enroll in an identity monitoring program that monitors your SSN and DOB in national databases for both credit and non-credit matters, such as DMV records, employment records, and outstanding criminal arrest warrants/convictions. (Complete the Identity Monitoring Authorization Form online at clcidprotect.com.) Check your credit report for free at least once per year at or contact each of the three major credit reporting agencies (CRAs): Equifax , Experian , and TransUnion (Since each CRA must provide you with one free credit report per year, you can rotate each request and pull your report every four months.) Guard your Social Security Number and DOB like a hawk: do not give it out to anyone, don t use it as a password for your computer, don t put it on your checks, and don t have it on your driver s license. It is also a good idea not to carry your Social Security card in your wallet. (Be very cautious about giving your private data to a significant other when dating or living together. Relationship break-ups are a very serious source of ID theft because the individuals have shared or had access to all of one another s private information, bank accounts, and PINs.) Maintain careful account records, and review your banking and financial accounts for any fraudulent activity each month. Review them online more often if you can, like weekly. The sooner you catch a fraudulent entry the more easily you can avoid severe adverse consequences in saving your credit records. Be aware of people who might try to eavesdrop on information that you give out orally at work or in public. Carefully destroy or shred papers you dispose of if they contain sensitive information. Invest in a crosscut shredder. Be suspicious of telephone solicitors or spam- requesting personal information, or unbelievable offers, including lottery or sweepstakes ploys. Creditors, banks, the IRS, and loan institutions DO NOT contact you by for private information. Contact the institution directly yourself to verify any such inquiries. Be cautious of missing mail and bills. If your bills do not arrive on time, be sure to report the matter to the appropriate billing company. If you re missing your bank statements, contact your bank. Better yet, have your statements submitted to you online. Carefully guard personal account passwords. Don t use your mother s maiden name, your birth date, or the last four digits of your Social Security Number for passwords. Verify all websites for authenticity before you make a purchase online using a credit card. Many websites now register their authenticity with third parties such as VeriSign.com or Truste.org for this purpose. Know your vendor/seller before giving them private data and card numbers. Be an exceptionally cautious shopper online. Cross-shred all unsolicited credit and credit card offers. You can OPT-OUT of these pre-approved cards by calling or by visting Get a locking mailbox or rent a box at your local Post Office to avoid mail theft. A significant number of ID theft cases begin with the unlocked mailbox, with either incoming or outgoing mail. As thieves walk by your mailbox, it is so easy for them to steal mail and drop it in a backpack, especially if you put up the red flag signifying outbound mail, and you have your bills in the box. If the mail, phone call, or offer sounds to good to be true, it is! Shred mail, delete (do not open) the , or simply hang up. Do not confirm any information of any nature to an unknown caller (no matter how friendly), especially if the caller is calling to warn you about unauthorized use of an account this is done purely to catch you off guard and make you think the caller/ is offering to help and protect you. (Contact the creditor or bank directly for assistance.) CLCIDPROTECT.COM 3

4 HOW TO USE THE CLC ID PROTECT PROGRAM If you think you are a victim of identity theft, or have a question or concern about protecting your identity, simply call. Identify yourself to the Customer Service Representative as a member of CLC ID Protect, and be prepared to give a brief, confidential explanation of the factual circumstances causing you to make the call. If you call between the hours of 6:00 AM and 5:00 PM, PST, Monday through Friday, you will be referred to a trained Fraud Resolution Specialist who will personally handle your situation. If you call during evening hours or on weekends, you will be connected to the answering service. Leave a message and a Fraud Resolution Specialist will call you back on the next business day. If it is an emergency, and you have been arrested or jailed due to an identity error, you will be able to reach an attorney through the after hours service. (Carry the phone number in your purse, wallet, and suitcase/glove box for this purpose. The suitcase/glove box also allows you to contact CLC to use your Lost Purse/Lost Wallet benefits.) IDENTITY MONITORING AND FRAUD RESOLUTION SERVICES When it comes to guarding your good credit and preventing identity theft, your best defense is always good offense. The key is vigilant monitoring of both your credit usage and non-credit events, so you can detect unauthorized activities in your name, or use of your SSN/DOB, and quickly take any action necessary to notify authorities and creditors, close accounts, and maintain your good credit history. Protecting Your Identity and Private Information As a CLC ID Protect member, you will receive the following benefits to help prevent fraud and misuse of your credit: Continuous Identity Monitoring* during your enrollment Identity monitoring alerts for suspicious activity against your name, SSN, and DOB Notification by that your private information is being used possibly without your permission. This is done by monitoring major databases throughout the United States. Counseling assistance on all identity monitoring issues Personalized attention to address your identity monitoring needs and personal concerns The individual membership includes one identity monitoring account. A family membership includes up to four identity monitoring accounts. Receive monthly risk scores (secure/elevated/high) regarding your exposure to being an identity theft victim. Risk scores are delivered by only to designated addresses. A high risk score encourages the member to contact the Fraud Resolution Specialist to obtain details of what has led to the high score. As a CLC ID Protect member, you will receive the following benefits to help prevent fraud and misuse of your credit: * To activate Identity Monitoring, please complete the Identity Monitoring Authorization Form online at For family monitoring accounts, each of the four family members must provide a separate authorization form and address, except for minors under age 18. Notifications of risk scores are sent only by to members (and family members) in the form of a monthly risk score. If an individual does not have an address, then the member or family member is not eligible to have the monitoring benefit. CLCIDPROTECT.COM 4

5 LOST PURSE OR LOST WALLET BENEFITS Multi-party Calls are Made to Cancel and Reissue Credit Cards During standard business hours, members are entitled to have their online credit report pulled by providing the necessary information to the Fraud Resolution Specialist. With the member on the phone, each affected creditor and/or bank will be called to cancel existing credit/bank accounts and to have new cards issued. A fraud alert with the CRAs may also be established at that time as directed by the member. Members may also elect to have their credit report sent directly to them by fax or mail, and to make these calls without the assistance of the Fraud Resolution Specialist. The after standard business hours (or weekends and holidays) contact will guide the member on how to pull his/her credit report and start making the necessary calls. The Fraud Resolution Specialist will call the member to be of assistance the next business day, to offer additional help and services that the member might need. IDENTITY THEFT FRAUD EXPENSE REIMBURSEMENT COVERAGE HIGHLIGHTS CLC ID Protect provides up to a total of $1,000,000* in Unauthorized Electronic Funds Transfer (UEFT) reimbursement, which includes up to $25,000* in ID Theft Fraud Expense Reimbursement Coverage for certain expenses incurred in reclaiming the member s identity, with zero deductible. ID Theft Fraud Reimbursement includes (subject to limitations): Lost wages as a result of time taken off from work to reestablish identity (up to $500 per week for maximum of four weeks) Notary and certified mailing costs for completing and delivering fraud affidavits Long distance phone calls associated with reporting an identity theft and/or reestablishing a victim s identity Attorney fees incurred (with prior consent) from the insurer for... - Defending suits brought incorrectly by merchants, creditors, or collection agencies - Removing civil judgments and/or criminal convictions wrongly entered against the victim Unauthorized Electronic Funds Transfers (UEFT) reimbursements includes (subject to limitations): Unauthorized transfers from a member s personal (non-business) deposit account initiated by someone other than the member and without the member s permission For more information on UEFT reimbursement and ID Theft Expense Reimbursement coverage and exclusions, please contact the CLC ID Protect Division Manager. Coverage is provided under the Master Policy issued to CLC Incorporated. This handbook is an outline of benefits only. Coverage is subject to all of the terms and conditions and limitations of the Master Identity Fraud Reimbursement Expense policy. UEFT coverage specifically excludes certain accounts and acts. There is no coverage for business accounts of any nature. Members must have first sought reimbursement from the financial institution that issued access and held the funds that were stolen and from which the member has not received reimbursement from any source. *Identity theft insurance is underwritten by subsidiaries or affiliates of Chartis Inc. The description herein is a summary and intended for informational purposes only and does not include all terms, conditions, and exclusions of the policies described. Please refer to the actual policies for terms, conditions, and exclusions of coverage. Coverage may not be available in all jurisdictions. CLCIDPROTECT.COM 5

6 RESTORING YOUR IDENTITY STEP BY STEP If you become a victim of identity theft, a Fraud Resolution Specialist will mobilize into immediate action and provide the following: Conduct seven (7) emergency response activities, as appropriate, within two (2) business days to assist with the prevention of fraudulent activity, and to safeguard your credit Provide unlimited access to a a highly trained Fraud Resolution Specialist Assist in placing a fraud alert on your credit report through the three major CRAs: TransUnion, Equifax, and Experian (If a security/credit freeze is needed, the necessary letters will be prepared for the member s signature and mailed to the three agencies.) Provide you with a free Identity Theft Emergency Response Kit (to obtain a copy yourself, go to Administer numerous steps to dispute fraudulent debts and claims as a result of identity theft, and maintain a complete member record of all contacts and activities If necessary, the Fraud Resolution Specialist will serve as the member s advocate with creditors and collection companies under a Limited Power of Attorney. Follow-up and monitor activities throughout the resolution process until completion Provide, at no cost, up to a 60-minute telephonic consultation with an in-house Certified Credit Counselor regarding credit matters and strategies to rehabilitate credit scores, which have been damaged by the fraudster Provide, at no cost, up to a 60-minute initial, telephonic or in-person, consultation with an attorney on identity theft issues. If the member elects to retain the attorney, there is a fee reduction of 25% off the attorney s standard hourly or fixed fee rates. Benefits include one legal referral per issue, per household. No attorney fee reduction is provided for contingency fee cases. The member pays the attorney directly for all fees, costs, and out-of-pocket expenses, if the member elects to retain the attorney. Fee reductions are subject to applicable state and federal statutes, as well as any ethical rules and restrictions of any State Bar Association. If a lawsuit or claim or action has been filed, whether civil, criminal, or administrative, only a legal referral will be made to protect the member s interests. If the Fraud Resolution Specialist is to represent the member, the member must sign and have notarized a Limited Power of Attorney in favor of CLC Incorporated. The content hereof, together with any attachments, are subject to Federal and State Copyright and Trademark protections. This content may not be used, reproduced or distributed in any manner, in whole or in part, without the prior written consent of CLC Incorporated. Copyright 2015 All rights reserved. CLC Incorporated 3001 Lava Ridge Court, Suite 250, Roseville CA Phone: Fax: CLCIDPROTECT.COM 6