In a statement datelined out of Nashville, DentaQuest reported the laptop theft occurred March 20 in Chicago and was informed of the incident April 1. The company offered no explanation for the 12-day notification delay.
DentaQuest reported the laptop contained a database which held the personal information of approximately 76,000 clients. The contractor advised most of the data is not considered sensitive, but the device did contain the first names, last names and Social Security Numbers of about 21,000 individuals. Some 10,500 are Tennessee residents.
In Tennessee, DentaQuest provides dental benefits coverage for TennCare and CoverKids.
Following its own investigation, DentaQuest in mid-June began notifying clients whose personal information was stolen. Although the company reports no evidence has surfaced that client information has been improperly used, it is offering all affected recipients a year of free identity theft safeguards through Kroll Fraud Solutions.
According to DentaQuest, the safeguard includes, “ ... continuous credit monitoring for adults, identity theft monitoring for minors and enhanced identity theft consultation and restoration services.” DentaQuest reported the client mailing — including those going out to Bradley County families — contains detailed information on how to sign up for the identity theft safeguards.
The letter confirms the stolen laptop contained the client database including “ ... protected health information (PHI),” and that, “Because this happened, the privacy and security of some of your PHI may have been put at risk.”
The firm has established a dedicated call center for DentaQuest recipients who have questions about the mailing or who need assistance in setting up their identity theft safeguard. The call center’s operational hours are Monday through Friday, 9 a.m. to 6 p.m. EST. The number is 1-877-309-0021. The company reports basic information about the mailing is also available on the DentaQuest, TennCare and CoverKid websites — www.dentaquestgov.com, www.tn.gov/tenncare and www.covertn.gov/web/cover_kids.
Amy Nelson, DentaQuest marketing communications manager, declined to discuss the number of Cleveland and Bradley County families whose personal information was included in the database. In a statement through the contractor’s attorney, she said only, “DentaQuest has provided notice to all affected individuals. DentaQuest will not release further information about impacted individuals at this time.”
Asked if the list of impacted clients goes beyond the categories previously reported by DentaQuest, she pointed out, “Our records indicate all impacted individuals were part of either the TennCare or CoverKids programs.” The statement added, “DentaQuest cooperated fully with the state of Tennessee and is satisfied that it made every effort to address this incident.”
A copy of the DentaQuest notification letter was made available to the Cleveland Daily Banner by a local client’s family member. The notification identifies the safeguards it has put in place for those whose information was contained in the stolen computer.
It reads:
- Continuous Credit Monitoring: “This service monitors our Experian credit file for unauthorized activity commonly associated with identity theft. You will be notified promptly of these key changes.”
n Enhanced Identity Theft Consultation and Restoration: “Licensed investigators, who truly understand the problems surrounding identify theft, are available to listen and answer your questions. And should your name and credit be affected by this incident, your investigator will help restore your identity to pre-theft status. The investigators do most of the work!”
Clients are given the option of signing up for credit monitoring using a website or by completing an authorization form accompanying the DentaQuest letter.
