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ESI Security Breach Involving Some SHBP and Medicaid Members' Data

Express Scripts, Inc (ESI) has had a privacy and security breach that involves some SHBP and Medicaid members’ data.  ESI was contracted with SHBP to provide pharmacy services thru 2007, with the final business to be completed by the end of March 2008.  The ESI contract is no longer in place; however, SHBP is currently working with ESI to ensure that we obtain all the important facts about the privacy and security breach.

Express Scripts is currently notifying affected SHBP and Medicaid members by mail.  DCH is encouraging SHBP and Medicaid members to call the information line that ESI offers through Kroll, Inc. at 1-866-795-9350 with any questions or concerns  about identity theft or misuse of the personal information.  The call center staff are trained in privacy and security issues and are all U.S.-based personnel.

ESI has set up a website to provide information to members about the incident.  The website is www.esisupports.com/. 

All SHBP and Medicaid members, including retirees, not only people who get the notice, may call Kroll (1-866-795-9350).  The Kroll personnel will provide good advice, no charge.  They cannot provide details about any incident.  They have technical expertise about privacy and security and identity theft, credit issues, etc, not details about an incident.

In the event someone finds she or he has been a victim of identity theft because of this incident, Kroll will provide identity restoration services at no charge.  That is much more work and more value than credit monitoring. Credit monitoring would let you know if someone has opened an account in your name, which would be harm to you. Credit and identity restoration services solve the problem (not just tell you it exists), without cost to the individual.

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Questions that members may ask:

1. What is DCH doing about this? 
   DCH is currently working with ESI to gather facts about the privacy and security breach and ensure that all affected members are notified.
   
   
2. Why didn’t DCH tell us?  
   DCH was not aware that any of our members’ information was involved in the breach until this month, September. After ESI informed us that some SHBP members may have affected, we did not know what information was involved, who the members were and what we could do to help protect the people affected. DCH has asked ESI for   information since learning that we are affected but we received some detail the week of Sept. 18, 2009.
   
   DCH  learned about the ESI privacy and security breach on September 3 and is working with ESI to ensure that all affected members receive notification of the breach.
   
   
3. Are these letters from ESI some kind of scam? 
   No. 
   
   
4. What do I do now to protect myself? 
   Please go to ESI’s website (above). At this site, ESI has provided, at their Resource Center link, information on how to obtain credit reports, etc. You may also call Kroll, Inc, at no charge at 1-866-795-9350. The personnel at Kroll are trained in privacy and security issues, the laws about identity theft and have practical information for you.  The call center personnel are all U.S.-based.
   
   
5. Is there a phone number at ESI to give to members who have an inquiry about this and for someone to check to see if their information was compromised?
   ESI has contracted with Kroll, Inc. to assist affected members. Kroll’s phone lines are available 9 a.m. to 6 p.m. Eastern time, Monday through Friday, by calling 1-866-795-9350.