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Vendor TTEC Healthcare Solutions reports cyber incident

Date: 02/28/22

Fort Lauderdale, Florida

Sunshine Health received a notice from our vendor, TTEC Healthcare Solutions, Inc. (“TTEC”), that it had a cyber incident. This incident involved your information. As a precaution, this letter provides steps you can take to help protect your information. We take the privacy and security of your information very seriously. We sincerely regret any concern this may cause you.

Why Does TTEC Have My Information

Sunshine Health used TTEC to call members and support our operations.

What Happened

On October 27, 2021, TTEC informed Sunshine Health that some of our member information was involved in a cyber incident. TTEC had the incident between March 4, 2021, and September 12, 2021. During that time, an unauthorized actor viewed or downloaded our data files stored on TTEC’s systems. Upon learning of the cyber incident, TTEC instantly took measures to contain the incident. They began an investigation. They engaged cyber security firms with experience in these matters. Law enforcement was notified, and TTEC worked to support its investigation.

The forensic investigation is now complete. Your information was included in the data files involved in this incident.

What Information Was Involved

Your information involved in this incident included your name and one or more of the following types of information:

  • Name
  • Address
  • Date of Birth
  • Medicare ID Number

What We Are Doing

We have taken the following actions in response to this incident:

  • Upon learning of this incident, we promptly activated our incident response plan. We analyzed the files involved in the incident so we could notify the members involved as quickly as possible.
  • TTEC is working with law enforcement authorities, including the United States Federal Bureau of Investigation (FBI).

We are providing you with information about identity theft protection.

What You Can Do

Please review the steps below you can take to protect your information.

  1. Please review the “Additional Steps You Can Take” reference guide at the end of this letter. It describes more steps you can take to help protect yourself. It includes tips from the Federal Trade Commission about identity theft protection. It details how to place a fraud alert or a security freeze on your credit file.
  2. Keep a copy of this letter for your records. This helps in case of any potential future problems with your health plan benefit or other records. Regularly review any statements you receive pertaining to your health plan benefits. If you see indications of any treatment or services that you believe you did not receive, please contact us immediately at number listed below.

For More Information

The security of your information is important to us. We sincerely regret any inconvenience this incident may have caused you. For more information, or if you have any questions about this incident, please contact IDX® at 1-833-325-1780 (TTY 711). We are available from 9am – 9pm ET.

Additional Steps You Can Take

Contact information for the three nationwide credit reporting companies is as follows:

  • Equifax
    Phone: 1-800-685-1111
    P.O. Box 740256
    Atlanta, Georgia 30348
  • Experian
    Phone: 1-888-397-3742
    P.O. Box 9554
    Allen, Texas 75013
  • TransUnion
    Phone: 1-888-909-8872
    P.O. Box 105281
    Atlanta, GA 30348-5281

Free Credit Report. We remind you to be vigilant for incidents of fraud or identity theft by reviewing your account statements and free credit reports for any unauthorized activity. You may obtain a copy of your credit report, free of charge, once every 12 months from each of the three nationwide credit reporting companies. To order your annual free credit report, please visit www.annualcreditreport.com or call toll free at 1-877-322-8228. You can also order your annual free credit report by mailing a completed Annual Credit Report Request Form (available from the U.S. Federal Trade Commission’s (“FTC”) website at www.consumer.ftc.gov) to: Annual Credit Report Request Service, P.O. Box 105281, Atlanta, GA 30348-5281.

For Colorado, Georgia, Maine, Maryland, Massachusetts, New Jersey, Puerto Rico, and Vermont residents:

You may obtain one or more (depending on the state) additional copies of your credit report, free of charge. You must contact each of the credit reporting agencies directly to obtain such additional report(s).

Security Freeze. Security freezes, also known as credit freezes, restrict access to your credit file, making it harder for identity thieves to open new accounts in your name. You can freeze and unfreeze your credit file for free. You also can get a free freeze for your children who are under 16. And if you are someone’s guardian, conservator or have a valid power of attorney, you can get a free freeze for that person, too.

How will these freezes work? Contact all three of the nationwide credit reporting agencies – Equifax, Experian, and TransUnion. If you request a freeze online or by phone, the agency must place the freeze within one business day. If you request a lift of the freeze, the agency must lift it within one hour. If you make your request by mail, the agency must place or lift the freeze within three business days after it gets your request. You also can lift the freeze temporarily without a fee.

Don’t confuse freezes with locks. They work in a similar way, but locks may have monthly fees. If you want a free freeze guaranteed by federal law, then opt for a freeze, not a lock.

The following information must be included when requesting a security freeze (note that if you are requesting a credit report for your spouse, this information must be provided for him/her as well): (1) full name, with middle initial and any suffixes; (2) Social Security number; (3) date of birth; (4) current address and any previous addresses for the past five years; and (5) any applicable incident report or complaint with a law enforcement agency or the Registry of Motor Vehicles. The request must also include a copy of a government-issued identification card and a copy of a recent utility bill or bank or insurance statement. It is essential that each copy be legible, display your name and current mailing address, and the date of issue.

For New Mexico residents: You may obtain a security freeze on your credit report to protect your privacy and ensure that credit is not granted in your name without your knowledge. You may submit a declaration of removal to remove information placed in your credit report as a result of being a victim of identity theft. You have a right to place a security freeze on your credit report or submit a declaration of removal pursuant to the Fair Credit Reporting and Identity Security Act.

For Colorado and Illinois residents: You may obtain information from the credit reporting agencies and the FTC about security freezes.

Fraud Alerts. A fraud alert tells businesses that check your credit that they should check with you before opening a new account. As of September 18, 2018, when you place a fraud alert, it will last one year, instead of 90 days. Fraud alerts will still be free and identity theft victims can still get an extended fraud alert for seven years.

For Colorado and Illinois residents: You may obtain additional information from the credit reporting agencies and the FTC about fraud alerts.

Federal Trade Commission and State Attorneys General Offices. If you believe you are the victim of identity theft or have reason to believe your personal information has been misused, you should immediately contact the Federal Trade Commission and/or the Attorney General’s office in your home state. You may also contact these agencies for information on how to prevent or avoid identity theft. You may contact the Federal Trade Commission, Consumer Response Center, 600 Pennsylvania Avenue, NW, Washington, DC 20580, www.ftc.gov/bcp/edu/microsites/idtheft/, 1-877-IDTHEFT
(438-4338).

For Maryland Residents: You may contact the Maryland Office of the Attorney General, Consumer Protection Division, 200 St. Paul Place, Baltimore, MD 21202, www.oag.state.md.us, 1-888-743-0023.

For North Carolina residents: You may contact the North Carolina Office of the Attorney General, Consumer Protection Division, 9001 Mail Service Center, Raleigh, NC 27699-9001, www.ncdoj.gov, 1-877-566-7226.

For Rhode Island Residents: You may contact the Rhode Island Office of the Attorney General, 150 South Main Street, Providence, RI 02903, http://www.riag.ri.gov, 401-274-4400

Reporting of identity theft and obtaining a police report. You have the right to obtain any police report filed in the United States in regard to this incident. If you are the victim of fraud or identity theft, you also have the right to file a police report.

For Iowa residents: You are advised to report any suspected identity theft to law enforcement or to the Iowa Attorney General.

For Massachusetts residents: You have the right to obtain a police report if you are a victim of identity theft. You also have a right to file a police report and obtain a copy of it.

For Oregon residents: You are advised to report any suspected identity theft to law enforcement, the Federal Trade Commission, and the Oregon Attorney General.

For Rhode Island residents: You have the right to file or obtain a police report regarding this incident.

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