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Please Note: If you want to register for the insurance, please go to the registration page and type 'I accept the insurance' in the COMMENTS and submit the form Introduction
Thank you for selecting AIG Personal Identity Coverage. The AIG Identity Theft and Fraud Division, a division of the property and casualty insurance companies of American International Group, Inc. (AIG) appreciates your business and would like to provide you with this guide for new Master Policy Holders. The information in this manual contains some suggestions for marketing AIG Personal Identity Coverage as well as an overview of the Customer Service and Claims process and the administrative requirements of the program. Please read the guide carefully and call your AIG ID Theft Account Manager if you have any additional questions.
AIG Personal Identity Coverage (PIC) is structured in a way that allows for the seamless integration of AIG PIC into your service offerings, through a tailored marketing and customer-focused program that conveys your commitment to safeguarding your customers’ financial security. While specifics may vary among programs, this document provides standard information for Master Policy Holders including:
• Marketing Suggestions
• Establishing External Communication Parameters
• Call Center Operations
• Customer Service and Claims Processing
• Administrative RequirementsPersonal Identity Coverage Side Agreement
The PIC Side Agreement, which you received at the time of binding, should be reviewed together with this document. Please note the information contained within the Duties and Obligations of the Master Policy Holder section. The area concerning Program Modifications specifically outlines the characteristics of the program which must be preserved by the Master Policy Holder (MPH). Other sections include responsibilities around:
• Approval of marketing materials - Prior to releasing any such AIG Personal Identity Coverage - related literature for public viewing, finalized marketing materials are to be provided to the AIG Account Manager by the MPH as soon as available for review and must be approved by AIG Legal. Please forward your marketing documentation to the AIG Account Manager.
• Payment of premium taxes – Prior to renewal of the policy, we will ask for confirmation that premium taxes have been paid. Please ensure that a procedure is in place for paying these taxes in a timely manner.
Any questions regarding the PIC Side Agreement should be directed to your Account Manager.
Marketing ImplementationIn this section you will find:
• Marketing language that you can incorporate into your marketing collateral including the standard AIG disclaimer and company description.
• Requirements pertaining to web marketing
• Frequently Asked Questions
AIG Standard Marketing LanguageWe have provided some standard language that may help you develop your marketing materials:
Suggested Personal Identity Coverage (PIC)/Identity Theft Insurance Description
Restoring one’s name and good credit is a time-consuming and expensive process. In response, Company is now offering Identity Theft Insurance/(Branded Program Name), providing expert assistance and financial relief up to $ (depending on coverage terms), subject to a $ Deductible (if any) for identity restoration costs, legal defense expenses and lost wages.
o Comprehensive Customer Service: In the event of identity theft, customers receive unparalleled service from highly trained specialists. Available 24/7, the specialists guide individuals through the process of restoring their identity profiles and credit records. An ID Theft Recovery Kit, complete with form letters to send to creditors and bureaus, is provided to each identity theft victim.
o Identity Restoration Costs: Identity theft victims incur a variety of fees when trying to restore their identities. (Branded Program Name) reimburses victims for re-filing loans, grants or other credit applications that were rejected as a result of their stolen identity event. In addition, victims are reimbursed for notarizing affidavits, long distance phone calls, tolls and postage costs related to the event. Within twelve months of his/her identity being stolen, a victim may also order up to six credit reports in order to verify that the identity has been restored.
o Lost Wages: Victims of identity theft typically spend 175 hours restoring their good name, talking to police and dealing with creditors. The emotional strain on victims may also result in lost hours from work. (Branded Program Name) compensates the victim for lost wages within 12 months after the stolen identity event.Standard Disclaimer Language (to be included whenever the insurance benefit is mentioned)
Insurance underwritten by member companies of American International Group, Inc. The description herein is a summary only. It does not include all terms, conditions and exclusions of the policies described. Please refer to the actual policies for complete details of coverage and exclusions. Coverage not available to residents of New York and may not be available in other jurisdictions.
Description of AIG Identity Theft and Fraud DivisionThe AIG Identity Theft and Fraud Division, a division of the property and casualty insurance companies of American International Group, Inc. (AIG) creates, underwrites and markets insurance products and related services which address the risks of fraud to consumers and businesses within the U.S. and other countries. Our consumer products address identity theft, fraud perpetrated on individuals and damage to personal computers resulting from malicious viruses. Our commercial products address identity theft liability and specific types of fraud within the plastic card payments system. AIG is the world's leading international insurance and financial services organization, with operations in approximately 130 countries and jurisdictions. AIG member companies serve commercial, institutional and individual customers through the most extensive worldwide property-casualty and life insurance networks of any insurer.
Requirements Pertaining to Web Marketing
A website is an excellent way to inform insureds about the coverage they have through your master policy. Like printed material, all web material must be reviewed by AIG legal counsel prior to being placed online. If you choose to market online, please be aware of the following:
• You must sign a Link and Logo Agreement with AIG before you can legally use the AIG logo and/or link to AIG websites. In order to initiate such an agreement, please sign two copies of the attached Link and Logo Agreement form and return them to The AIG Identity Theft and Fraud Division by mail.
• AIG also has specific guidelines on how the AIG logo may be used in print and electronic documents. Please refer to the logo attached in the Link & Logo Agreement.
• If you are a third party marketing partner providing the PIC product in an identity theft prevention package and would like your product's description to appear on our website (www.aigidtheft.com), please send us a 75-100 word description of the product in a single paragraph and your URL. The link and text are subject to AIG legal counsel approval. If you would like to place a link to our site along with the AIG logo on your website, you must sign the Link and Logo Agreement referenced above.
Frequently Asked Questions
• What is ID theft? – Identity theft occurs when someone uses your name or personal information without your knowledge to commit fraud or theft. This includes opening a credit card account, taking out a loan and/or making a major purchase fraudulently. Once your identity is compromised, thieves can use it repeatedly, using each new account as a reference for the next one.
• What is the Summary of Benefits? – Please see the Summary of Benefits within the Appendix of this document. This document, summarizing the benefits available to the insureds, should be included with your marketing material.
• When should my customers contact AIG? – General inquiries about the coverage should be routed to your customer service department. AIG’s Customer Service number should be recommended for use when an insured believes that they have been a victim of identity theft.
AIG Identity Theft Customer ServiceAIG provides trained specialists skilled in addressing caller’s needs. ID Theft Call Center Specialists are on call 24/7 to initiate the process of guiding individuals calling from the US and Canada through the steps involved in restoring identity profiles and credit records. Languages supported include English, Spanish, and French. AIG does not maintain a membership database of all individual certificate holders. Call Center Agents assume that any caller contacting the Call Center has Identity Theft has coverage and are prepared, upon caller request, to process orders for Customer Guides. The ID Theft Customer Services Guide is automatically sent to all callers identified as experiencing an ID Theft event. All calls are recorded and monitored for quality control purposes.
Master Policy Holder Program Names/Brand Names/Marketing Partners
It is very important that a Master Policy Holder provide all possible Program and Brand Names that they intend to associate with the Personal Identity Theft coverage. This will enable our Call Center Agents to cross reference these names with your program information and efficiently address any caller questions. Periodic updates should be provided as necessary to enable us to maintain a current reference list.
Identity Theft Customer GuideCallers who suspect that they are victims receive the Identity Theft Customer Guide (US or Canada version) which serves as a comprehensive assembly of contact information, procedures for resolution, a Claim Forms and templates to be used for correspondence, a form to document expenses and preventative tips for avoiding future Identity Theft Incidents. Topics include:
• Reporting to Local Authorities
• Contacting the Federal Trade Commission (US) or PhoneBusters (Canada)
• Initial and follow-up contact with Financial Institutions and Credit Bureaus
• Requesting a Credit Report from a Credit Bureau
• Resolution of Stolen Checks
• Fraudulent Address Change
• What to do regarding ATM Cards, Passports, Telephone Service, Driver’s License, False Civil and Criminal Judgments, Tax Fraud
Claims ProcessingTrained Loss Specialists will assist victims through the Claims resolution process until their crisis is resolved. The insurance coverage reimburses specified expenses incurred in the recovery of a stolen identity such as lost wages, legal fees, certified mail and long distance charges.
Please refer to the Customer Service and Claim workflow diagram found on page 9 for a detailed overview of how we handle customer service/claims.
MPH Customer ServiceThe diagram on page 9 illustrates at a high level the AIG Identity Theft Customer Service process from initial call to Claims resolution. The MPH touch points that are broken out as “Incoming Call” and “Member Verification” are described below in greater detail.
Incoming CallMaster Policy Holders typically provide their subscribers with two primary methods by which a caller requesting Identity Theft-related assistance is serviced:
1.) The Direct Call MethodThe direct call method involves the caller directly dialing the AIG 24/7 Identity Theft hotline (1-866-IDHELP2) and immediately contacting the AIG Identity Theft Customer Service Center. Whenever we receive a call that does not pertain to Identity Theft insurance, we will make an earnest attempt at identifying the particular MPH the caller is associated with and courteously refer them to your customer service number.
It is the objective of AIG Identity Theft to provide the best Customer Service experience possible. To aid in this effort, you should ensure that your marketing and fulfillment collateral is clear to avoid callers incorrectly contacting the AIG Identity Theft hotline for issues unrelated to Identity Theft coverage or AIG. Incorrect calling to AIG ID Theft Customer Services by an individual certificate holder (ICH) often results in frustration and inconvenience for the caller and can leave a negative impression with regard to the particular program of the MPH.
2.) The MPH Warm Transfer
The MPH Warm Transfer involves an Agent from the MPH or their representative vendor transferring a call that has been pre-determined by that Agent to require assistance by the AIG Identity Theft Customer Service Department.
Transferring Personal Identity and Internet Theft Claim Calls to AIG:
1. For all eligible customers who believe they have been victimized by Identity Theft, extend empathy to their situation and advise them that you will be conferencing them with a Personal Identity and Internet Theft Professional for assistance. Warm transfer the client to 1-866-IDHELP2 (1-866-434-3572).
2. Inform the AIG Personal Identity and Internet Theft Customer Service Representative who you are, and apprise them of the customer’s name and coverage eligibility.
3. Advise the Personal Identity and Internet Theft Customer Service Representative that the customer believes they are a victim of Personal Identity Theft.
4. End your involvement with the call by advising the customer that (Name of Identity Theft Representative) will now be assisting them, and thank them for choosing (supply the particular brand name that applies).
5. After releasing yourself from the call, place a comment in your CRM with the pertinent details of the customer’s account.AIG advises Master Policy Holders to ensure that their call center personnel, marketing representatives or others who have contact with individual certificate holders, avoid making statements about AIG Identity Theft coverage or services that extend beyond general highlights of coverage provisions (see summary of benefits). Please refer all claims matters to the number we have provided.
Member VerificationData is initially entered by AIG Call Center personnel at the time a call is received. If necessary, further contact with the caller may be made by AIG Identity Theft staff to determine the exact nature of the event or reason for the call. As stated above, AIG does not maintain a membership database of all individual certificate holders (ICH). Once a completed Claim Form is returned to AIG by an ICH, membership verification is made by Identity Theft Customer Service staff contacting an MPH designee. You will need to designate a resource that is capable of verifying membership requests including membership effective dates and the programs a certificate holder is enrolled.
Customer Service/Claims Process Flow
Monthly Membership Totals Report RequirementOn the fifth (5th) day of each month, please email the following to your respective AIG account manager:
1. Membership Program Name
2. Respective Limits and Deductibles
3. Total Member Count (Please include all cumulative members who had coverage during the prior month including cancellations. We will count the members who cancelled for the month as insureds)
4. Customer Service #A sample report is provided here for your reference:
----For illustration purposes only----
Membership Program Limit/ Deductible Members(TOTAL Cust. Service No.
1) Gold Checking $25,000 (Cover A,B,&C) $0 ded 80,000 1-8XX-XXXX
2) Silver Checking $25,000 (Cover A only) $0 ded 30,000 1-8XX-XXXX
----For illustration purposes only----
AIG Identity Theft Customer Service Contact Sheet
FOR
«OPPORTUNITY_MPH_NAME»
AIG Identity Theft Account Manager
«OPPORTUNITYOWNER_FULLNAME»
«OPPORTUNITYOWNER_TITLE» «OPPORTUNITYOWNER_PHONE»AIG Identity Theft Customer Service
24x7 Call Center Operations
English, Spanish, French in US and Canada: 1-866-IDHELP2 (434-3572)AIG Identity Theft and Fraud Division Customer Services
Business Office- M to F 9am to 5pm ET 1-800-880-6512 ext. 72567Brendan Griggs, Customer Service Manager 1-212-770-2561
AIG Identity Theft Claims
Business Office- M to F 9am to 5pm ET 1-800-508-2577 ext. 43468Website www.IDTHEFT@aig.com
Appendix
Please find the Summary of Benefits included under separate cover.