Beyond Service Levels: Real Stories of Identity Theft Recovery (and Why Your Job Should Have This!)

Beyond Service Levels: Real Stories of Identity Theft Recovery (and Why Your Job Should Have This!)

Identity theft can be a terrifying and overwhelming experience. Suddenly, your sense of security feels shattered, and navigating the complexities of restoration can seem daunting. At defend-id, we understand your concerns and are dedicated to guiding you through every step of the recovery process with unwavering service and support. Here is how we go Beyond Service Levels: Real Stories of Identity Theft Recovery (and Why Your Job Should Have This!)

Exceeding Service Level Standards: A Commitment to You

Our commitment to providing exceptional service shines through with our Recovery Advocates. Consistently meeting or exceeding all set service level agreements (SLAs), ensuring you receive timely and efficient assistance.

Here’s a snapshot of our team’s performance:
  • 4th Quarter 2023:
    • Abandon Rate: 1.21% (well below our 3% goal)
    • Average Speed to Answer: 0:15 seconds (surpassing our <20 seconds target)
    • Call Acceptance Rate: 84.4% (exceeding our >80% in 20 seconds objective)
  • 2023 Year-End Performance:
    • Abandon Rate: 1.69% (remaining comfortably within our 3% threshold)
    • Average Speed to Answer: 0:16 seconds (maintaining our <20 seconds benchmark)
    • Call Acceptance Rate: 80.2% (consistently exceeding our >80% in 20 seconds goal)

These numbers underscore our unwavering dedication to providing prompt, courteous, and effective assistance throughout your recovery.

Real Stories, Real Comfort: Testimonials from Recovering Individuals

But numbers only tell part of the story. What truly matters is our impact on the lives of individuals and families like yours. Here are just a few of the many heartfelt testimonials we’ve received from clients who have regained their peace after experiencing identity theft:

  • “My Recovery Advocate was kind and caring, making me feel at ease through this stressful time.” – Heather H.
  • “My Recovery Specialist made me feel good and resolved my event. Now I know I’m not in any further trouble.” – William M.
  • “All my interactions with my restoration specialists brought me peace during an extremely stressful situation.” – Sherry B.

These words represent the true essence of our service: understanding your anxieties, providing empathetic support, and diligently working to restore your financial well-being and peace of mind.

A Heartfelt Thank You to Our Recovery Team: The Heroes Behind the Numbers

These outstanding results and heartfelt testimonials wouldn’t be possible without the dedication and expertise of our phenomenal recovery team. They are the true heroes behind the numbers, tirelessly working behind the scenes to advocate for your best interests and guide you through every step of the recovery process.

We want to express our deepest gratitude to our recovery team for their unwavering responsiveness, professionalism, and genuine care. You are the backbone of our organization and your commitment to helping individuals reclaim their lives after identity theft is truly inspiring.

Moving Forward with Confidence

Take action today:

  • Share this article with your colleagues and the HR department. Raise awareness about the prevalence of identity theft and the importance of proactive protection.
  • Ask your employer if they offer identity theft protection as a benefit. If not, suggest they explore incorporating it into their benefits package.
  • If you’ve already experienced identity theft, reach out to us. We’ll be your tireless advocate, navigating the complexities of recovery and restoring your financial security.

Together, we can build a future where stolen identities are a rarity, replaced by confidence, security, and peace of mind. Don’t wait until it’s too late. Start the conversation today, and let’s make identity theft a thing of the past.

…reclaim your peace of mind.

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Service Standards and Client Testimonials

Service Standards and Client Testimonials

Fully Managed Recovery (FMR), is a service that provides more than just peace of mind; it offers a lifeline in the crazy aftermath of identity theft. FMR is a service that performs all tasks necessary to reclaim your identity, from completing and filing forms to contacting relevant companies, agencies, and financial institutions. It’s a comprehensive approach that leaves no stone unturned in the quest to rectify every fraudulent activity tied to your identity.  Service Standards and Client Testimonials are a metric we use to ensure we deliver!

FMR is the foundation of our services and we are grateful to have an amazing team of recovery advocates.  The stats and customer testimonials say it all. 

2024 Q1

1st QTR : Resource Center Inbound Call Stats (All Queues) All stats are within Goal.

  • Abandon Rate: 1.4% (Goal <3%)
  • Avg Speed Answer: 0:16 (Goal <:20 seconds)
  • % Calls Accepted 83.1% (Goal >80% in 20 seconds)

 Fully Managed Recovery Testimonials

  • “All my communications were met with very professional interactions.” Frank T. Defend-ID

  • “I am very pleased with my interactions and services I received.” Robert S.

  • “Excellent representative, very helpful and eager to help.” Marie W.
  • ” “I appreciate how quickly I received information to assist in protecting my identity and credit. I have since accessed my credit info through the service provided. I felt I was taken seriously, and your assistance was prompt and useful. Thank you.” Cynthia P.
  • “Very thankful for this service. We feel a sense of comfort knowing that this service has been made available to us! Thank you!” Martha H.

  • “Your service was very helpful during a very traumatic time. Thank you.” Patricia M.

  • “Such a relief to have my concerns addressed professionally by my personal advocate. Thank you.” Linda B.
  • “All I have to say is… Thank you, thank you, thank you! 😊” Terri W.

  • “Overall, all my dealings with my recovery advocate were very professional.” Kevin O.

  • “My advocate was extremely professional and kind during this difficult time.” Camille C.

  • “I appreciate all the time, effort and information given!” Julie H.

  • “My Restoration Specialist did a job well done. Many Thanks.” Raymond C.
  • “My Advocate was a pleasure to have as our representative. She clearly understood our concerns and was very patient, taking time to answer every question we had. From our experience, she is a valuable asset to your company.” Lucinda H.
  • “My Restoration Specialist gave excellent customer service throughout the original and call back communication. Thank you.” Ward L.

  • “I’m truly thankful for the assistance provided and the services received.” Carole S.
  • “I’ve had to use these services a couple times of the last several years and the service I’ve received was fantastic and the recovery advocates did an outstanding job.” Heather B.
  • “My Advocate’s help was excellent, and she gave me her direct contact info in case anything else arises.” Jane A.

  • “My advocate did an excellent job in explaining services and providing resolutions to my ID theft event.” Todd S.

Fully Managed Recovery service stands out as a place to turn when your world gets turned upside down. It’s not just about the statistics or the breadth of coverage; it’s about the stories of individuals who’ve had their burdens lifted and their identities restored. It’s about knowing that in your moment of need, you have a dedicated advocate ready to fight in your corner.

 

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Are you Protecting your employees with Identity Theft Protection?  Connect with us: sales@defend-id.com

How to Choose the Best Identity Theft Protection Service for You

How to Choose the Best Identity Theft Protection Service for You

Personal information is as valuable as currency, so protecting oneself from identity theft is crucial. With cybercriminals becoming increasingly sophisticated, simply hoping for the best is like leaving your front door wide open. But with so many identity theft protection services out there, how do you pick the right lock and camera for your digital doorway?  This guide isn’t just about How to Choose the Best Identity Theft Protection Service for You.

Imagine walking through Times Square, your wallet visibly bulging with cash. In the digital world, that’s exactly what you’re doing without proper identity theft protection.  This guide is about sifting through the vast and sometimes murky waters of online security Marketing.  There are some apples and orange scenarios but it’s usually a variation of the orange you need to be aware of.

The Essentials of Identity Theft Protection

At its core, identity theft protection monitors personal information in credit reports, public records, and online spaces to alert you of potential fraud. Services range from basic credit monitoring to robust plans including fraud resolution support and up to $1 million in identity theft insurance. Yet, as cyber threats evolve, so should our defenses. Comprehensive digital security tools like antivirus software, VPNs, and password managers are becoming indispensable in the fight against identity theft.

Evaluating Your Needs

Before diving into the sea of services, take a step back and assess your digital footprint. Are you a casual internet user or a digital nomad living online? Do you frequently shop or bank online? Understanding your habits and exposure can help pinpoint what protections are most pertinent. Ask yourself what scares you more: the thought of someone opening a credit card in your name or the realization that your personal photos and conversations could be leaked? This introspection is your compass in choosing the right service.

Comparing Services: Beyond the Brand

In the world of identity theft protection, differentiation is often muddled by similar marketing promises, making everything appear equally effective. However, this uniformity is a facade. Many insurance carriers, for example, tout “identity theft protection” as part of their offerings, but a closer look may reveal a watered-down version of protection. These versions often lack comprehensive monitoring, digital security tools, and robust fraud resolution services, focusing instead on post-theft insurance without preventative measures. It’s a bit like offering an umbrella that can only be opened once the rain has stopped – helpful, but not quite what you need when the storm hits.

This highlights the importance of digging deeper than flashy marketing. True protection encompasses both mitigation and resolution, offering protection before the attack and a place to turn if needed. When evaluating services, ask pointed questions about the specifics of their monitoring capabilities, the extent of their insurance coverage, and how they support you in fraud resolution. Remember, when it comes to safeguarding your identity, the quality matters.

Big names might catch your eye, but the devil’s in the details. Look past the logo to what’s actually on offer. Some services excel at credit monitoring but skimp on digital security measures. It’s akin to having a state-of-the-art lock on a flimsy door. Dive deep into what each plan covers, and scrutinize the fine print for what matters most to you.

Key Features to Look For

Here’s a checklist for your quest:

  • Credit and Identity Monitoring: How thorough is the monitoring? Is it just your credit score, or does it include dark web surveillance and social media?
  • Fraud Resolution and Insurance: What happens if your identity is stolen? Look for services offering hands-on support in restoring your identity, along with substantial insurance coverage.
  • Digital Security Tools: Comprehensive protection isn’t just about monitoring; it’s also about prevention. Services that include or offer discounts on antivirus software, VPNs, and password managers are gold.
  • Customer Support: When panic strikes, responsive customer service can be your calming beacon. Ensure the service offers 24/7 support.
Making the Decision on How to Choose the Best Identity Theft Protection Service for You

Balancing cost against features can feel like a high-wire act. Remember, free plans might be tempting, but the level of protection is often proportional to the investment. AND – nothing is free.  Think of it as insurance: you’re not just paying for the service but for peace of mind. Take advantage of free trials and money-back guarantees to test the waters before committing.

Your Safety, Your Choice

In the end, choosing the right identity theft protection service boils down to understanding your digital lifestyle and matching it with a service that covers your bases without breaking the bank. It’s about finding that perfect balance between peace of mind and practicality. Remember, in the digital world, your security is your responsibility, but you don’t have to go it alone.

FAQs

  • Q: Can identity theft protection services prevent all types of identity theft?
    A: While no service can offer a 100% guarantee, a comprehensive protection plan significantly reduces your risk and provides tools and support to minimize the impact should identity theft occur.
  • Q: How often should I review my identity theft protection needs?
    A: As your digital life evolves, so should your protection. Review your coverage annually or after major life changes, like moving, marriage, or a change in online habits.
  • Q: Are digital security tools like antivirus and VPNs really necessary?
    A: Absolutely. In today’s interconnected world, these tools form the first line of defense against cybercriminals, protecting your personal information from being compromised in the first place.

Additional Thoughts

In a world brimming with digital threats, choosing the right identity theft protection service is more than a convenience—it’s a necessity. Arm yourself with knowledge, and make the choice that best fits your digital footprint. After all, in the fight against identity theft, being proactive isn’t just smart; it’s essential.

Protecting Your Employees, Too:

Employers, it’s your responsibility to protect not just your business but also your employees from identity theft. That’s why we’ve created the Employer Identity Theft Plan. This comprehensive guide provides valuable strategies and steps to take if an employee’s identity is stolen.

Download the Plan Now to ensure you’re prepared to assist your employees in protecting their identities. Equip yourself with the knowledge and resources to handle such incidents effectively and maintain a secure workplace environment.

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Tax & Unemployment Fraud at Epidemic Levels

Tax & Unemployment Fraud at Epidemic Levels

The Criminal Investigation Division of the Internal Revenue Service (IRS) announced in its annual report that they “uncovered $2.3 billion in tax fraud during the 2020 fiscal year”. (IRS Releases Annual Report Identifying $2.3 Billion in Tax Fraud).  These numbers put Tax and Unemployment fraud at epidemic levels!

The IRS said that its focus included Covid-19-related fraud, cybercrime, and other identity theft-related tax crimes.

Further explaining that their investigation into the Dark Web includes “terrorist financing cyber-enabled campaigns” where U.S. authorities seized millions of dollars.  The IRS was able to take over 300 cryptocurrency accounts, four websites, and four Facebook pages all related to the criminal activity.

Then in January of this year, the Federal Trade Commission (FTC) released its annual identity theft and fraud report known as the “FTC Consumer Sentinel Network Data Book” (2020 FTC Consumer Sentinel Network Data Book).

The 2021 FTC report states that identity theft was once again the number one consumer complaint in the United States, with nearly twice as many identity theft victims in 2020 as there were in 2019.

The big story from this year’s FTC report is a 2,000 percent increase in government document or benefits fraud, such as unemployment insurance fraud.  The Covid-19 pandemic created a windfall for individual scam artists and international cybercrime rings.

And just when we thought the news of identity theft and fraud could not be any worse, a February report was published on how “billions of dollars of unemployment aid ended up in the wrong hands.  A result of fraudsters that exploited and overwhelmed state agencies” (How Fraudsters and Cyber Criminals Stole Billions of Dollars in Unemployment Aid).

While the Labor Department Inspector General is in the process of completing an investigation, estimates of at least $63 billion of unemployment aid, and possibly $100 billion of stolen taxpayer funds due to identity theft and fraud. 

According to our partners at Merchants Information Solutions – Jeremy Villanueva, Manager of Customer Support Operations said that the defend-id/MIS ID Theft Restoration Center “experienced a massive increase in government documents and benefits fraud cases since the pandemic started last year.”

Villanueva stated, “the significant increase in unemployment insurance fraud is a direct result of ID theft criminals and fraudsters taking advantage of individual states willingness to quickly pay unemployment benefits without proper vetting of these claims.”

In the case of MIS, Villanueva said that “since March of 2020 when the country shut down for Covid-19 precautions, our restoration center realized a 1,600% increase over the previous year specific to unemployment insurance fraud cases.

If you receive a 1099-G form in the mail showing benefits disbursed that you did not apply for or receive, your employer or you should take steps to make sure your personal information is secure by completing the following action items:
  • If you receive a 1099-G form, contact your state unemployment benefits agency as this form does not come from the IRS.
  • File an ID theft affidavit with the FTC and a local police report.
  • Review your credit reports at annualcreditreport.com.
  • Contact one of the reporting agencies and put a fraud alert on your account. 

If you are a member or customer of defend-id services and need guidance, call 800-487-0160 to open a case with your professionally trained Recovery Advocate.

Not a member or customer yet?  Visit https://www.defend-id.com/ to learn more!

by Mark Pribish

How Much Does It Cost to Offer Identity Theft Protection as an Employee Benefit?

How Much Does It Cost to Offer Identity Theft Protection as an Employee Benefit?

As employers seek innovative ways to differentiate their benefits packages and protect their workforce, identity theft protection as an employee benefit has emerged as a top contender. When data breaches and fraudulent activities are increasingly common, providing your employees with identity theft protection not only helps with financial security but also reinforces your commitment to their overall well‐being.

In this article, we’ll explore the cost factors, pricing structures, and return on investment (ROI) considerations for offering identity theft protection. Drawing on industry insights and practical elements from recent proposals, we break down what you can expect when integrating this benefit into your company’s offerings.


Understanding Identity Theft Protection as an Employee Benefit

Identity theft protection is designed to monitor and secure personal data, detect potential threats early, and provide expert recovery assistance if an incident occurs. For employees, this benefit translates into peace of mind—knowing that if their personal data is compromised, there is a dedicated process in place to restore their identity and mitigate financial loss.

Key Advantages:

  • Enhanced Employee Security: Regular monitoring of credit reports, public records, and even the dark web helps detect suspicious activity early.
  • Productivity Gains: By minimizing the personal and professional disruption caused by identity theft, employees remain focused on their work.
  • Cost Efficiency: Compared to the potentially massive costs associated with identity fraud—including lost work hours and personal financial loss—these programs are relatively low-cost.
  • Talent Attraction & Retention: Offering modern, relevant benefits can make your organization more competitive in attracting and retaining top talent.

Cost Considerations for Identity Theft Protection Programs

When it comes to cost, several factors play a role. The pricing structure of an identity theft protection benefit is typically influenced by the scope of coverage, the level of service provided, and the delivery model (voluntary versus employer-paid).

1. Plan Tier Options

Many identity theft protection programs come in tiered options, allowing employers to choose a plan that best fits their budget and employee needs. For example:

  • Gold Plan:

    • Expense Reimbursement: Offers coverage up to approximately $25,000 for unauthorized electronic funds.
    • Core Features: Includes essential credit monitoring, instant alerts, and basic recovery support.
    • Ideal For: Organizations looking for a cost-effective, basic level of protection.
  • Platinum Plan:

    • Expense Reimbursement: Provides a robust safety net with coverage up to around $1,000,000.
    • Enhanced Services: Typically includes additional features such as expanded family coverage, advanced monitoring across multiple data sources (credit bureaus, dark web, public records), and fully managed recovery services.
    • Ideal For: Employers who want a comprehensive benefit package that offers deeper financial protection and enhanced service levels.

Program details – see program details at the bottom of the page

These tiered plans allow employers to balance cost against the level of protection offered, ensuring that you can select a plan that aligns with both your budget and the security needs of your workforce.

2. Voluntary vs. Employer-Paid Benefits

Identity theft protection is often offered as a voluntary benefit, meaning employees can opt in and pay via payroll deductions. This model minimizes the direct expense to the employer while still providing a valuable option for employees.

  • Voluntary Benefits:
    • Employee Contribution: Employees pay a portion or the entire cost, typically making the per-employee cost very low.
    • Low Employer Risk: Minimal upfront costs and administrative burden.
  • Employer-Paid Benefits:
    • Full Subsidy: The company absorbs the cost, leading to higher enrollment and better employee protection and retention.
    • Enhanced Perception: Employees see the benefit as a significant investment in their well-being.
    • Flexible Funding Options: Some employers choose a hybrid model where basic coverage is employer-paid, while additional coverage (such as extended family protection) may require an employee contribution.

3. Cost per Employee

While specific numbers can vary based on vendor negotiations, industry benchmarks suggest that the cost to offer identity theft protection as an employee benefit is highly competitive. For instance, many programs are structured at a very affordable rate for employer paid programs and a slightly higher cost for Voluntary programs.

For employer-paid models, bulk or group rates are most often tiered based on group size, and the overall expense is generally justified by the following:

  • Minimized Productivity Loss: Employees who fall victim to identity theft can spend dozens of hours resolving the issue. A modest monthly cost can save significant downtime.
  • Risk Mitigation: The benefit shields your organization from potential liability associated with identity fraud, which can lead to reputational harm and legal complications.
  • Employee Loyalty and Satisfaction: A modern benefits package that includes identity theft protection reinforces your commitment to employee security, leading to increased retention and reduced turnover.

Key Factors Impacting Pricing

Several variables determine the overall cost of implementing identity theft protection as an employee benefit. Understanding these can help you tailor a program that meets both budgetary and coverage needs:

  • Number of Employees: Larger organizations can often secure better group rates, reducing the cost per employee.
  • Coverage Scope: Decide whether to include only the employee or extend the benefit to family members. Family coverage typically adds a marginal cost but increases the perceived value of the benefit.
  • Service Features: Advanced services—such as comprehensive dark web monitoring, multi-bureau credit checks, and fully managed recovery assistance—might command a premium.
  • Implementation Model: Integration with your existing HR or benefits system may involve one-time setup fees, though many providers offer automated or API-based integration to streamline the process.
  • Customization and Flexibility (if offered): Tailored packages that allow employees to choose additional features can help keep base costs low while providing upgrade options for those who desire more comprehensive coverage.

The ROI of Identity Theft Protection as an Employee Benefit

Investing in identity theft protection is not merely an expense—it’s a strategic decision that yields a strong return on investment (ROI) in several ways:

Minimizing Productivity Loss

  • Time Savings: Without protection, an identity theft incident can cost an employee 50 to 100 hours of productivity lost while navigating recovery.
  • Dedicated Recovery Assistance: With a fully managed recovery service, the burden of resolving identity theft is transferred to experts, keeping employees focused on their work.

Enhancing Employee Engagement and Retention

  • Stress Reduction: Employees who know they are protected are less likely to experience the high stress and anxiety associated with identity theft. This fosters a more positive work environment.
  • Modern Benefits Offering: In today’s competitive job market, offering forward-thinking benefits like identity theft protection can improve your reputation as an employer of choice.

Risk Mitigation

  • Financial Safeguard: The reimbursement and insurance features cover expenses incurred during identity recovery, offsetting the potential financial burden on employees.
  • Legal and Compliance Benefits: Providing this benefit can reduce the risk of liability in the event of a data breach, as it demonstrates a proactive approach to protecting employee information.

Maximizing Value from Your Identity Theft Protection Program

To get the most from your investment, consider these best practices when implementing identity theft protection as an employee benefit:

  • Clear Communication:

    • Develop comprehensive educational materials that explain the benefits, enrollment process, and the steps involved if an incident occurs.
    • Use real-world examples and statistics to illustrate the importance of the benefit.
  • Streamlined Enrollment:

    • Integrate the benefit into your existing HR or benefits platform for a smooth enrollment process.
    • Offer webinars or Q&A sessions to help employees understand the program’s value.
  • Ongoing Engagement:

    • Regularly share updates and security tips to keep employees informed about how to protect their identities.
    • Provide periodic reminders and success stories to encourage continued engagement and usage.
  • Flexible Options:

    • Consider offering a base plan with the option for employees to upgrade to additional coverage (such as extended family protection or enhanced monitoring services) at a reasonable cost.
    • Use tiered pricing (e.g., Gold and Platinum plans) to cater to varying levels of need and risk tolerance within your workforce.
  • Measure and Report ROI:

    • Track key metrics such as enrollment rates, employee feedback, and any reductions in downtime due to identity theft incidents.
    • Use these insights to further optimize your benefit offerings and demonstrate tangible ROI to stakeholders.
Sample Identity Theft Protection Proposal

Offering identity theft protection as an employee benefit

It is a cost-effective, strategic investment in your workforce’s security and well-being. With tiered pricing options—from basic Gold plans to comprehensive Platinum packages—employers can find a solution that fits their budget while providing robust protection against identity fraud. Whether offered as a voluntary benefit or fully employer-paid, the relatively modest per-employee cost is outweighed by the significant benefits of reduced productivity loss, enhanced employee engagement, and strong risk mitigation.

By understanding the cost factors, key pricing drivers, and best practices for implementation, you can confidently integrate identity theft protection into your benefits package. This not only safeguards your employees but also reinforces your reputation as a forward-thinking employer dedicated to protecting what matters most: your team’s peace of mind.

Embrace the future of employee benefits—protect your employees and your business with a modern, effective identity theft protection program.


By focusing on transparent pricing structures and a clear demonstration of ROI, your organization can turn identity theft protection from a niche benefit into a cornerstone of your employee value proposition.

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Sample Identity Theft Protection Proposal
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