Overview offers access to a licensed identity theft investigator; Schedule lists 12 months of case management
The overview says victims are given access to a licensed identity theft investigator who can provide professional assistance and guide them through correcting their credit history or identity records, and that investigators can do the majority of the work required to restore an identity on a victim's behalf. The Schedule for this program lists a Case Management Service of 12 months. A text search of the document finds the word "investigator" only in this overview sentence.
Supporting quotations
Additionally, victims are given access to a licensed identity theft investigator who can provide professional assistance and guide them through the process to correct their credit history or identity records. Investigators can do the majority of the work required to restore an identity on a victim’s behalf, providing peace of mind.
Case Management Service | 12 months
Qualifications & exceptions
The overview says investigators can do "the majority of the work required to restore an identity"; it is a promotional description, not a stated service level.
Not stated here
This section does not say how the overview's licensed investigator relates to the Schedule's Case Management Service, or what the 12 months measures (for example from enrollment or from discovery of an event).
Account & Service Control · Context
Schedule covers one program, Surfshark One+, with coverage type Individual
The Schedule lists a single insured program, Surfshark One+, with coverage type "Individual". The insured program is defined as the package of products or services provided by the provider and shown in the Insured Programs section of the Schedule. The coverages and limits in the Schedule apply to that program.
Supporting quotations
Insured Program Name | Surfshark One+
Coverage Type | Individual
Insured program means the package of products and/or services provided by the provider and shown under the Insured Programs section of the Schedule of this Summary of Benefits.
Not stated here
The Schedule does not define "Individual". The Member definition adds household members only if the program includes coverage for family members, and the Schedule does not say whether it does.
Account & Service Control · Company commitment
An identity recovery case manager is assigned by the insurer to handle communications to restore your identity
An identity recovery case manager means one or more individuals the insurer assigns to assist a Member with communications the insurer deems necessary for re-establishing the integrity of the Member's personal identity. With the Member's permission and cooperation, this includes written and telephone communications with law enforcement authorities, governmental agencies, credit agencies and individual creditors and businesses.
Supporting quotations
Identity recovery case manager means one or more individuals assigned by us to assist a Member with communications we deem necessary for re-establishing the integrity of the personal identity of the Member. This includes, with the permission and cooperation of the Member, written and telephone communications with law enforcement authorities, governmental agencies, credit agencies and individual creditors and businesses.
Not stated here
The definition does not say how many case managers are assigned or how a Member requests one; the Case Management Service coverage and the Schedule term are read in their own cards.
Account & Service Control · Restriction or exception
Member is the enrolled primary member and, only if the program covers family, certain household members
The insured program is the package of products or services the provider supplies, as shown in the Schedule's Insured Programs section. A Member is the primary member and, if the insured program includes coverage for family members, residents of the primary member's household who are: (1) relatives of the primary member including a spouse; (2) under 21 and in the care of such persons; or (3) full-time students, as the school defines it, who lived in the primary member's household before moving out to attend school, and who are under 24 and the primary member's relative, or under 21 and in the care of the primary member or a household resident who is the primary member's relative. A primary member is a person who, at the time of discovery of the stolen identity event, is a customer in good standing of the provider and is directly enrolled in the insured program.
Supporting quotations
Insured program means the package of products and/or services provided by the provider and shown under the Insured Programs section of the Schedule of this Summary of Benefits.
Member means:
a. The primary member.
b. If the insured program includes coverage for family members, the residents of the household of the primary member who are:
(1) The relatives of such persons, including their spouse; or
(2) Under the age of 21 and in the care of such persons; or
(3) A student enrolled in school full-time, as defined by the school, who was a resident of the primary member's household before moving out to attend school, provided the student is under the age of:
(a) 24 and the primary member's relative; or
(b) 21 and in the primary member's care or the care of a resident of the primary member's household who is the primary member's relative.
Primary member means a person who, at the time of the discovery of the stolen identity event, is a customer in good standing of the provider and is directly enrolled in the insured program.
Not stated here
The Schedule lists the coverage type as "Individual" and does not say whether the program includes coverage for family members, so household-member coverage under the second prong is not established here.
The document does not define "customer in good standing".
Account & Service Control · Restriction or exception
Only an enrolled primary member in good standing is covered; loss while not enrolled is excluded
A primary member is a person who, at the time the stolen identity event is discovered, is a customer in good standing of the provider and is directly enrolled in the insured program. The exclusions add that the policy does not pay for any loss occurring while the primary Member is not an active customer in good standing of the provider and directly enrolled in the insured program. The provider is the entity providing the insured program and shown as the Provider in the Schedule.
Supporting quotations
Primary member means a person who, at the time of the discovery of the stolen identity event, is a customer in good standing of the provider and is directly enrolled in the insured program.
Provider means the entity providing the insured program and shown as the Provider in the Schedule of this Summary of Benefits.
Insured program means the package of products and/or services provided by the provider and shown under the Insured Programs section of the Schedule of this Summary of Benefits.
Any loss occurring while the primary Member is not an active customer in good standing of the provider and directly enrolled in the insured program.
Not stated here
The document does not define "customer in good standing".
Account & Service Control · Procedure
Assistance and claims: call the Help Line; send claim records within 60 days of the insurer's request
For Case Management Service, the Member should call the Identity Recovery Help Line, which can give information and advice on how to respond to a possible stolen identity event. The insurer may in some cases provide case management before it has determined that a covered stolen identity event occurred; that is not an admission of liability, and the insurer may deny further coverage or service if investigation shows no covered event occurred. For Identity Theft Recovery, the Member must send receipts, bills or other records supporting the claim for identity theft costs to the insurer within 60 days after the insurer asks for them.
Supporting quotations
Assistance and Claims
With respect to Case Management Service, for assistance the Member should call the Identity Recovery Help Line. The Identity Recovery Help Line can provide the Member with information and advice for how to respond to a possible stolen identity event.
In some cases, we may provide Case Management Service at our expense to a Member prior to a determination that a covered stolen identity event has occurred. Our provision of such services is not an admission of liability under the policy. We reserve the right to deny further coverage or service if, after investigation, we determine that a covered stolen identity event has not occurred.
With respect to Identity Theft Recovery Coverage, the Member must send receipts, bills or other records that support his or her claim for identity theft costs to us within 60 days after our request.
Not stated here
The document does not give a phone number or other contact details for the Identity Recovery Help Line or for sending claim records.
The document does not say what happens if records are not sent within the 60 days.
Account & Service Control · Restriction or exception
The provider may cancel at any time; the insurer may cancel only for stated reasons, on notice to the provider
The provider may cancel the policy at any time by telling the insurer in writing the date cancellation takes effect. The insurer may cancel only for stated reasons, by written notice to the provider (delivered or mailed to the provider's address in the policy Declarations, with proof of mailing being enough). The reasons and notice periods are: unpaid premium, at least 10 days before cancellation; a policy in effect less than 60 days that is not a renewal, any reason, at least 10 days before; a renewal or a policy in effect 60 days or more, material misrepresentation that would have stopped the insurer issuing the policy, or substantial change in risk since issue, at least 90 days before; and a policy written for more than one year, any reason at anniversary, at least 90 days before. The notices go to the provider, not to individual Members.
Supporting quotations
Cancellation/Termination
a. The provider may cancel the policy at any time by informing us in writing of the date cancellation is to take effect.
b. We may cancel the policy only for the reasons stated below by informing the provider in writing of the date cancellation takes effect. This cancellation notice may be delivered to the provider, or mailed to the provider at their mailing address shown in the Declarations of the policy. Proof of mailing will be sufficient proof of notice.
(1) When the provider has not paid the premium, we may cancel at any time by letting the provider know at least 10 days prior to the date cancellation takes effect.
(2) When the policy has been in effect for less than 60 days and is not a renewal with us, we may cancel for any reason by letting the provider know at least 10 days prior to the date cancellation takes effect.
(3) When the policy is a renewal with us or has been in effect for 60 days or more, we may cancel:
(i) If there has been a material misrepresentation which if known to us would have caused us not to issue the policy; or
(ii) If the risk has changed substantially since the policy was issued.
This can be done by letting the provider know at least 90 days before the date cancellation takes effect.
(4) When the policy is written for a period of more than one year, we may cancel for any reason at anniversary by letting the provider know at least 90 days before the cancellation takes effect.
Not stated here
The document does not say whether the policy was in effect for less than 60 days, is a renewal, or was written for more than one year.
Account & Service Control · Restriction or exception
Cancellation: pro rata premium refund; Member coverage ends with enrollment or the policy; provider tells Members
When the policy is cancelled, the premium for the period from cancellation to the expiration date is refunded pro rata, and if it is not refunded with the notice or when the policy is returned, the insurer refunds it within a reasonable time after cancellation takes effect. The provider is responsible for informing Members of a non-renewal or cancellation. A Member's coverage ends when the primary member's enrollment in the insured program ends or the policy ends, whichever is earlier.
Supporting quotations
c. When the policy is cancelled, the premium for the period from the date of cancellation to the expiration date will be refunded pro rata.
d. If the return premium is not refunded with the notice of cancellation or when the policy is returned to us, we will refund it within a reasonable time after the date cancellation takes effect.
e. The provider is responsible for informing Members of a non-renewal or cancellation of the policy.
f. Member coverage under the policy shall terminate upon the termination of the primary member’s enrollment in the insured program or the termination of the policy, in accordance with the terms of the policy, whichever is earlier.
Not stated here
The document does not say how or when the provider will tell Members about a cancellation or non-renewal.
Account & Service Control · Restriction or exception
The insurer may decline to renew the policy on 90 days' written notice to the provider
The insurer may elect not to renew the policy by delivering or mailing written notice to the provider, at the provider's mailing address shown in the policy Declarations, at least 90 days before the policy's expiration date. Proof of mailing is enough proof of notice. The notice goes to the provider, not to individual Members.
Supporting quotations
Nonrenewal
We may elect not to renew the policy. We may do so by delivering to the provider, or mailing to the provider at their mailing address shown in the Declarations of the policy, written notice at least 90 days before the expiration date of the policy. Proof of mailing will be sufficient proof of notice.