Every call to one of defend-id’s identity theft recovery advocates comes from someone who just learned their identity was stolen. Speed matters in that moment, and so does care. Because of that, our Q2 2026 service numbers show how the team performed against the standard we set for ourselves.
Q2 2026 Snapshot: Service Level Results
| Metric | Q2 2026 Result | Goal |
|---|---|---|
| Abandon Rate | 3.0% | 3% max |
| Average Speed to Answer | 0:15 | 0:20 max |
| Calls Answered in 20 Seconds or Less | 82.6% | 80% min |
Abandon rate landed right at our 3% ceiling. Average speed to answer beat goal by five seconds, coming in at 15 seconds against a 20 second max. And 82.6% of callers reached an advocate inside 20 seconds, ahead of our 80% target. Every benchmark met or beat the standard we hold our recovery team to.
Real Feedback: What Our Identity Theft Recovery Advocates Hear
Percentages describe a call center. They do not describe what it feels like to hand a stranger the worst part of your financial life and trust them to fix it. These are the voices behind the Q2 numbers.
“My restoration specialist was awesome. She completely went above and beyond with her service and care. I was so discouraged when learning I was a victim of identity theft. She swung into action from the very beginning and handled the process of gathering and submitting the documents which made my life so easy. I am so thankful. You all have a gem!” Ebony H.
“My restoration specialist did an excellent job helping us fill out all the necessary documentations to report the fraud. She did an outstanding job and was very patient. I have been so unnerved over this entire ordeal however it’s been comforting as she has been very professional and guided us through it all.” Jana S.
“My Advocate was helping me throughout my event & was very polite & truly cared about my situation. I appreciated her very much.” Diane B.
“My Advocate was very professional and great at answering all of my questions.” Morgan C.
Why These Results Matter for HR Leaders
Identity theft recovery can consume dozens of employee work hours when it happens without support. In fact, a recovery advocate who answers fast and stays patient through a stressful process protects more than a credit score. It protects an employee’s focus, their trust in your benefits program, and hours they would otherwise lose to phone trees and paperwork.
HR and benefits teams evaluating identity protection vendors often hear a pitch instead of proof. So ask any vendor for their actual abandon rate, speed to answer, and testimonials before you sign. Most will not have the data to share.
The defend-id Difference
Our identity theft recovery advocates handle every case personally, from first call to final resolution. We train each one to:
- Answer quickly, without routing members through automated menus
- Manage the full recovery process, including credit bureau and institution coordination
- Communicate in plain language throughout the case, not insurance jargon
These are not abstract values. Instead, they show up in an abandon rate at goal, an average answer time well under 20 seconds, and testimonials members write on their own, unprompted.
See the Standard for Yourself
defend-id publishes these numbers every quarter because HR leaders deserve proof, not promises. If you are evaluating identity protection as an employee benefit, compare these results to what your current vendor can show you.
Learn more about how defend-id protects your team at defend-id.com.
