Existing Members

FREQUENTLY ASKED QUESTIONS

The following will answer questions you have about these identity protection services. There is no action required on your part at this time. If you need identity repair assistance, the team at Experian is ready and standing by to assist you. If a problem arises, simply call Experian, and a dedicated investigator will work with you to recover financial losses, restore your credit, and make sure your identity is returned to its proper condition.

For additional protection, you may enroll in Experian IdentityWorks at any time at no cost to you. This service offers additional layers of protection, Experian credit report at signup, credit monitoring, internet surveillance, a $1M identity theft insurance, and more.

You are eligible to receive these services as long as you have Highmark medical coverage.

Who Is Experian?

Experian is a global leader in customer security and identity protection. Experian’s IdentityWorks monitors suspicious activity for identity theft and fraud. And our experts guide consumers to repair damage from identity hijacking and help shield them from further issues.

Why are identity protection services being provided?

Your personal information should stay that way—personal. That’s why Highmark is taking industry-leading steps to help you keep your information safe. Identity protection is now included with eligible Highmark health plans, for as long as you have active Highmark medical coverage.

Why Experian?

Experian is a leader in customer security and identity protection. We give you easy access to identity protection services.

Is it safe to share my information with Experian?

Experian takes lots of steps to keep your information safe. All information you provide is stored securely.

Will Experian sell or share my personal information with third parties?

No. Experian takes your privacy very seriously. We do not sell, rent or share your personal information with any third party for marketing purposes. See our Privacy Policy to learn more at https://www.experianidworks.com/privacy/.

What is Identity Restoration?

Experian Identity Restoration provides identity repair assistance to help fix identity theft issues and return your information to its proper condition. If there’s a potential problem with your credit or you’re concerned about identity theft, just contact Experian at any point while you’re an active health plan member at 1-866-584-9479. The investigator will help you determine if there is a problem and help you recover financial losses, restore your credit, and make sure your identity is returned to its proper condition. Be prepared to provide engagement number B019828 as proof of eligibility.

Do I need to do anything to sign up for Identity Restoration?

No, Experian Identity Restoration is automatically available with no enrollment required. Simply call Experian at 1-866-584-9479 at any point while you have active Highmark medical coverage if you need help. Be prepared to provide engagement number B019828 as proof of eligibility.

What is Experian IdentityWorks Credit Monitoring?

Experian’s Credit Monitoring service includes a credit report at signup, credit monitoring, internet surveillance, a $1M identity theft insurance, and more.

Do I need to do anything to sign up for Experian IdentityWorks Credit Monitoring?

Yes. You must enroll in order to take advantage of this service. If you’re interested in signing up, go to www.experianidworks.com/highmark. You can also sign up by calling 1-866-584-9479, Monday — Friday from 8AM to 10PM CST (Central Standard Time) or Saturday – Sunday from 10am to 7pm CST (Central Standard Time). Be prepared to provide engagement number B019828 as proof of eligibility.

Will I be billed for this service?

There is no charge for these services. Identity protection services are now included with eligible Highmark medical plans during the coverage year for as long as you have active medical coverage.

Who’s eligible for these new services?

Most Highmark subscribers (the person who holds the eligible medical health plan policy) and dependents on their policy are eligible for identity protection services. This includes members who get their coverage through an employer and those who purchase their own individual medical coverage. As long as you have active medical coverage with Highmark, you’ll be eligible for identity protection services. For those enrolled through an employer group, check with your benefits administrator to see if your group has opted in to this program.

Who’s not eligible for these new services?

Members in Federal programs, such as Medicare or Medicaid, are not currently eligible; if this changes we’ll let you know. Also, members who only have specialty products, such as dental insurance, or other non-health products are not eligible.

Why isn’t my code working?

If you have trouble with your code, please:

1. Check that you have typed the right URL in your browser.
2. Make sure you’ve typed in the code exactly as it appears in your notice, with no spaces before or after the code.

I’m hearing impaired. How do I talk to someone?

Toll-free services for the hearing impaired are available 24 hours a day, 365 days a year by using a Telecommunications Relay Service (TRS). The relay service will take text messages from the caller, relay them to the Experian representative, and send the information back to the caller via the TTY service. Remember that Experian’s service support hours are Monday — Friday from 8AM to 10PM CST (Central Standard Time) or Saturday – Sunday from 10am to 7pm CST (Central Standard Time).

Do I need to provide my personal information or SSN to Experian?

You only need to provide Experian with personal information if you enroll in the credit monitoring service. If you only have Experian Identity Restoration, you will only need to provide personal information if you ask Experian to help you with an identity repair issue. This personal information allows Experian to monitor, investigate, and/or repair your identity.

When does this new protection start and when does it end?

All eligible members with Highmark medical health plan coverage have identity protection services during the coverage year. Your protection is available as long as you have an active Highmark medical health plan.

Do I need to enroll in the monitoring services to get this protection?

No enrollment is required to take advantage of the Experian Identity Restoration Service. Enrollment is required to take advantage of Experian IdentityWorks Credit Monitoring Service. Eligible members can enroll at any time during the coverage year. If you enrolled for Credit Monitoring services and are still eligible, Experian will contact you regarding renewal of your coverage.

What happens if I am no longer a member? Will my identity protection coverage end?

If your medical health plan coverage ends or you cancel your medical health plan coverage, you will no longer be eligible for identity protection services.