EMI Health is committed to protecting the confidentiality and security of our members’ information. Regrettably, we recently identified and addressed a security incident that involved some of our members’ information.
On August 10, 2021, we identified unusual network activity. We immediately took steps to secure the network and began an investigation with the assistance of a computer forensic firm. The investigation determined that an unauthorized person gained access to our network between July 29, 2021 and August 10, 2021 and deployed malware on our systems. On August 23, 2021, we determined that the unauthorized person acquired copies of some documents from our systems that contained member information. We immediately began a comprehensive review of all documents involved. The review is ongoing, and we do not yet know which specific members’ information was involved. However, we believe that the documents contain one or more of the following related to some of our members: names, Social Security numbers, driver’s license numbers, addresses, dates of birth, health insurance identification numbers, and/or clinical information, such as diagnosis and treatment information. At this time, we do not believe that members’ full financial account numbers were contained in the documents involved.
Once the review is complete, EMI Health will mail letters to members whose information is identified in the documents. We have established a dedicated, toll-free call center to answer members’ questions. If you have questions, please call 1-855-675-3110, Monday through Friday, from 7:00 a.m. to 7:00 p.m., Mountain Time. For those members whose Social Security numbers and/or driver’s license numbers are identified in the documents, EMI Health will offer complimentary credit monitoring and identity protection services, enrollment instructions for which will be contained in the notification letters to be sent as soon as possible. We are conducting an extra level of review of claims submitted to help identify fraudulent claims. It is also recommended that affected members review any statements they receive from EMI Health and their healthcare providers. If members see charges for services not received, they should contact our customer service department at 1-800-662-5851 or email@example.com or the healthcare provider immediately.
We regret any concern or inconvenience this incident may cause. We remain committed to protecting the confidentiality and security of member information. To help prevent something like this from happening again, we are continuing to regularly audit our system for potential unauthorized activity and are implementing enhanced network monitoring tools.