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Claims Handling FAQs
Where do I call if I need to speak to someone immediately?
- We are availble to assist 24/7/365.
- Call at 844-378-5782.
I have been defrauded; aside from contacting you and reporting my claim, what should I do?
- Report the incident to your local law enforcement.
- Notify your bank or other financial institution if the loss involves a financial fraud.
- Retain copies of your receipts and any written communications you receive.
What will I need to have ready when my Cyber Claims Specialist contacts me for the first time?
- Details around how the incident was discovered and what took place.
- Date the incident occurred and was discovered (if different from date of occurrence).
- Documentation supporting the financial loss due to fraud, including bank/credit card statements, receipts and transaction details.
- If any IT, forensic or other such work has already been performed, we will need quotes, invoices, bills, reports and the like.
Does HSB utilize preferred vendors to repair and restore systems?
- We can assist you in locating a local vendor or you may use whomever you are currently comfortable with assisting you.
- Please note, any service provider you choose must be pre-approved by HSB.. We will not unreasonably withhold such approval.
I believe I have been the victim of identity theft. Aside from contacting you and reporting my claim, what should I do first?
- Report the incident to your local law enforcement.
- Retain copies of any written communications you received.
I have an active ransom demand (Cyber Extortion) – aside from contacting you and reporting my claim, what should I do?
- Keep your system turned on.
- Notify law enforcement if a crime has been committed.
- Wait for HSB to refer you to a professional subject matter expert who will assess the credibility and authenticity of the threat. The professional will determine whether to negotiate with the threat actor if needed.
- Please note any ransom payment and/or negotiation must be pre-approved by HSB.
Should I pay the ransom?
- There is no definitive answer to this, as each threat actor is different.
- Here are some things to consider:
- Paying the ransom demand comes with the risk that the threat actor may not follow through with their promise.
- If you are a target once, the threat actor may try to target you again. The threat actor may make another demand for payment.
- Please note any ransom payment and/or negotiation must be pre-approved by HSB.
Is it possible to recover my data without paying the ransom?
- It may be possible to recover your data without paying the ransom. Here are some potential options to explore regarding restoration of your data without the decryption keys:
- The data can be restored from electronic backups, if available / viable. The restoration process from a backup may be covered by your policy, if completed by an outside professional firm;
- Recreate the data from non-electronic sources such as paper documents. The recreation of data may be covered by your policy, if completed by an outside professional firm.
I don’t think I had a data compromise, but should I complete a breach investigation?
- Your policy may cover the cost to determine the nature and extent of the data breach and the number and identities of “affected individuals” and the cost of professional legal counsel to review how you should best respond to a data breach event.
- If any Personally Sensitive Information (PSI) and/or Personally Identifying Information (PII) is present on your system, a data breach investigation is recommended. A data breach of PSI and/or PII may be subject to state or federal applicable laws.
Should I hire an attorney?
- All 50 States have data privacy laws and the residence state of any affected individual will apply to any potential breach. The various states can also bring a regulatory action against you for failure to notify the State Attorney General of a breach. We will recommend law firms with certifications for data privacy.
- Please note, any service provider you choose must be pre-approved by HSB.
Can I just notify and pay for monitoring for affected parties?
- We would not recommend notifying affected individuals and/or regulatory agencies without first conducting a breach investigation and consulting professional legal counsel.
- Note that the policy requires pre-approval of any vendor used for notification and/or credit monitoring services.
These FAQs are merely a guide to provide assistance and is not intended to represent your policy. Please read your policy.
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