Data Breach

Frequently Asked Questions (FAQs) for Brokers

May 22, 2023

Will individuals that were not affected, but are active DCHL members, also be offered the same free credit monitoring for three years?

Yes. DC Health Link is offering the same identity theft and credit monitoring protection to all customers.

I am a DC Health Link broker, and I am also a customer of DC Health Link. Can I sign up for free credit monitoring?

Yes. You are eligible to enroll in the same identity theft and credit monitoring protection.

Are those who are on a roster but have waived coverage also being given the monitoring service?

Yes.

What is the email address from which the notices were sent so people can look for those notices?

Emails were sent from [email protected] with the subject “Urgent: Check your DC Health Link Account for an Important Message”. Customers can also log into their DC Health Link account to see the data breach notice and how they are impacted.

Where can I call for assistance?

If you have questions about the identity theft and credit monitoring protection, need assistance enrolling, need assistance with identity restoration or would like an alternative to enrolling in Experian IdentityWorks online, please contact Experian’s customer care team at (800) 913-8543. Be prepared to provide the Engagement Number listed for your services above as proof of eligibility for the identity restoration services by Experian. If asked for a “Client Name” mention District of Columbia Health Benefit Exchange Authority. If you need the engagement number, please contact DC Health Link at 855-532-5465 (TTY: 711) for assistance.

What if my client’s identity is stolen?

In addition to Experian identity theft and credit monitoring protection available for free, DC Health Link is also providing free Identity Restoration Services through Experian. If someone experiences identify fraud, Experian will assign them a dedicated Identity Restoration agent who will work on identity restoration. Other federal resources include:

Federal Trade Commission (FTC): https://www.identitytheft.gov/#/.
The Internal Revenue Service (IRS): http://www.irs.gov/identitytheft and https://www.irs.gov/individuals/how-do-you-report-suspected-tax-fraud-activity.

What other steps can I take to protect against identity theft?

Additional steps you can take to help protect yourself from identity theft can be found at:

Federal Trade Commission (FTC): https://www.identitytheft.gov/#/.
Internal Revenue Service (IRS): http://www.irs.gov/identitytheft and https://www.irs.gov/individuals/how-do-you-report-suspected-tax-fraud-activity.

Will brokers and/or General Agents (GAs) receive a list of their clients with information exposed so they can proactively reach out to them?

Brokers and GA can reach out DC Health Link for a list of affected clients and for a copy of the notice. Please reach out to [email protected].

Should brokers contact our mutual clients instead of having DCHL contact all of them?

We have already contacted all affected customers. We appreciate you contacting employees of your clients to encourage them to sign up for identify theft and credit monitoring protection.

I am a broker, broker staff, and/or GA staff. Was my information included in the two stolen reports? Will insurance agents with personal information in DCHL have access to identity protection as well?

Broker, broker staff, and GA personally identifiable information was not in the two stolen reports. There is no evidence that personally identifiable broker or GA information was stolen.

I am a broker, broker staff, and/or GA staff and I am also a customer of DC Health Link. Is my information included in the two stolen reports? Will insurance agents with personal information in DCHL have access to identity protection as well?

DC Health Link customers can log into their DC Health Link account to see the data breach notice and how they are impacted. All DC Health Link customers are eligible to enroll in free identity theft and credit monitoring protection.

Will data breach notices be mailed to customers?

Yes, individuals whose information was included in the two stolen reports will receive a paper notice by mail in addition to the electronic notice.

How are you helping people whose information was stolen?

DC Health Link is committed to helping our customers. That is why we decided to offer greater protections than is typically offered in cases of data breaches. Typically, the private and public sectors offer identity theft and credit monitoring for: 1, 2, or 3 years for 1 credit bureau; or if all 3 credit bureaus are included then the protection is only for 1 year. We are offering protection for all 3 major credit bureaus for 3 years. This exceeds what is typically done by the private and public sectors in terms of duration and scope of protection. We have also provided information on resources available from relevant federal authorities and have worked with local government agencies to limit potential fraudulent activity.

As a consumer and broker, I'm not comfortable clicking any links from DCHL. Is there another way to sign up?

We’re happy to assist you, please reach out to [email protected]. To sign up for identity theft and credit monitoring protection, please contact Experian’s customer care team at (800) 913-8543. Be prepared to provide the Engagement Number listed for your services above as proof of eligibility for the identity restoration services by Experian. If asked for a “Client Name” mention District of Columbia Health Benefit Exchange Authority. If you need the engagement number, please contact DC Health Link at 855-532-5465 (TTY: 711) for assistance.

Do members need to obtain new ID numbers?

No.

I cannot access the DC Health Link broker account. What do I do?

If you are having trouble accessing your broker account, please reach out to [email protected].