CyberPro provides cover for reasonable and necessary legal expenses, postage expenses and related advertising expenses, to mitigate damage to a policyholder’s brand and/or comply with governmental privacy legislation in the event that personal information has, or could be, compromised. Reimbursement of all such expenses is subject to the insurers approval.

In the event of a breach, policyholders will be guided through the process of notifying the individuals affected, whether they are their employees, customers, or patients. CyberPro will help policyholders determine the best method of notice (for example, direct mail, email or media disclosure) and select the most appropriate supplier to help you remain compliant with federal, state and regional requirements. CyberPro may also provide the following services if relevant.

1. Provision of notification letter template(s) and/or service enrollment documents;


2. Management, handling, printing and mailing of letters;


3. Ensure that policyholder's customer information is up to date by analyzing their customer address database against multiple national databases (such as Coding Accuracy Account System (CAAS), National Change of Address (NCOA), and Locatable Address Conversion System (LACS);


4. Identify incorrect contact information and resolve; or establish alternative notification methods to ensure that as many of the policyholders customers as possible are notified;


5. Return mail handling, reporting and additional address changing. Printing and mailing of notification letters for returned mail when new addresses are available;


6. Advertising Services.

Where applicable, and if policyholders reasonably consider that they need to avert or mitigate damage to their brand following a covered event, reasonable and necessary fees for hiring a public relations consultant will be covered subject to insurer's agreement.

CyberPro will work with policyholders to appoint a public relations consultant to interact with the public and media and protect their company’s reputation after an incident. In many cases CyberPro will consider hiring a local firm or one that policyholders have worked with previously, subject to the right experience and expertise.

For policyholders larger customers with international operations CyberPro has worked with Fleishman Hillard and Edelman Canada.

• Business interruption and data restoration coverage extension to external vendors
• Notification costs outside of policy limits
• Media coverage extended to physical products
• Contingent bodily injury/property damage
• Deductible waiver

Under the CyberPro Network Interruption and Recovery module, cover is provided for the costs of hiring appropriate forensic auditors to review all details relating to a breach and to determine the cause and extent of any theft or unauthorized disclosure of information. This may involve digital and network investigations of hacking incidents, lost and stolen property, Cyber extortion, database fraud, offensive communication, and other risks. Through appropriate forensic investigation the existence, cause and impact of the event may be established, together with the extent to which there may have been unauthorized access or disclosure. All necessary steps to prevent future breaches can also be identified.

• Crypsis
• Kivu
• Fire Eye Mandiant
• Kroll

To mitigate the impact on policyholder’s customers following an actual or potential compromise of personal information, it may be necessary to deploy certain identity and/or credit management and monitoring services. This is to ensure compliance with certain federal, state and regional requirements and/or provide additional protection and security to affected individuals. These services may include:

1. Credit file review and report translation, interpreting policyholder’s customer credit files and reports and helping them understand the data.


2. Activation of fraud alerts, to notify potential creditors or lenders to individuals/entities that may be victims of identity theft.


3. Monitoring policyholder’s customer credit and/or personal data, which may include but is not limited to, multiple bureau credit reporting or monitoring, court records monitoring, change of address monitoring, social security number tracing, payday monitoring and/or cyber monitoring.


4. Promptly alerting individuals of changes detected through monitoring services, such as new credit applications, new financial accounts, credit enquiries or loans.


5. Provide individuals with access to electronic education and alerts via email.


6. Assistance in creating a customer affidavit in the event of fraud.


7. Dedicated fraud specialists working to gather evidence and help creditors reduce damages and resolve identity theft events. This includes follow up to include tracking of activity and steps taken to resolve the issue.


8. Systematic notification to any relevant government and private agencies (including but not limited to Social Security Administration, Internal Revenue Service, Department of Motor Vehicles, Federal Trade Commission, Attorney General Office, Financial Institutions, Check Systems, Collection Agencies).


9. Assistance with credit file freezes (in States where it is available and in situations where it is warranted).


10. In the event an affected victim is the subject of a complex identity theft or financial fraud scheme, further investigation and action that goes beyond routine remediation activities may be necessary.

All of the above services can be provided through CyberScout and/or other agreed providers, as required by the nature and details of the breach.

CALL HANDLING SERVICES

These services may be provided by CyberScout or providers selected in consultation with policyholders depending on the specific requirements and nature of the breach. This will provide policyholders customers with a point of contact to obtain information relating to the breach, how it could potentially affect them and pre-agreed related information.

1. Working with policyholders towards scripted responses via FAQs from customer service representatives to affected parties, including information regarding the breach. For matters not addressed within the pre-approved FAQs, queries may be redirected to policyholder. Experienced fraud specialists can answer questions about the notification letter, calm fears and provide pre-approved remediation services such as placing fraud alerts or enrolling breach victims in credit monitoring.


2. Calls answered in line with established service levels.


3. Toll-free access for breach notification recipients.


4. Support for English, Spanish and other languages.


5. Unlimited one-on-one access to a dedicated fraud specialist.


6. Identification of groups that may need special call handling (i.e., the elderly, minors, foreign language, etc.).


7. Reporting capabilities, which may include number of calls received, duration of the calls, calls abandoned, top 10 most frequently asked questions, type of information requested, number of individuals with a true identity theft, type of identity theft and resolution assistance provided.

In the event that legal advice is required, CyberPro's works with many of the best privacy lawyers in their capacity as breach coaches and defense counsel; providing advice on the best course of action to take and how to comply with the applicable Breach Notice Laws and other credit card related regulations.

Our experience shows that it is imperative to have the right experts and professionals acting as breach coaches and defense counsel and that they have a successful track record in handling matters with state AGs.