Healthcare Data Breach

THE SITUATION

A stolen hard drive can wreak havoc for any organization. But especially when you’re a health insurance provider and it contains personal and medical information for hundreds of policyholders.

THE TASK

We immediately began working with the company to assess the situation and develop their public response in accordance with federal regulations.

THE WORK

• Developed internal and external response plans and messaging

• Collaborated with legal counsel to draft communication materials

• Prepared customer service representatives for response with policy holders

• Trained key executives for media interviews

• Assisted in executing internal and external communications

THE RESULTS

Our quick response and thorough approach helped the insurance provider respond to all key audiences in the most appropriate manner — maintaining credibility while minimizing the impact of the situation. While the issue caused some disruption, it was not sustained and the company was able to retain high favorability rankings in its annual policyholder survey.