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Fraud Restoration Specialist sub-tab

ID Restoration

We know how stressful it can be to deal with identity theft or fraud alone. That’s why TransUnion has dedicated Resolution Specialists available, who can give you one-on-one help with restoring your identity.

Our Resolution Specialists will help you place fraud alerts & credit freezes on your file, assist you with contacting companies associated with your identity theft, and more.

Call to speak with a Fraud Resolution Specialist

For English or French, call toll-free: 1 833 699-0248

English Hours
Monday through Friday:
8 a.m. – 9 p.m., ET

Saturday through Sunday:
8 a.m. – 5 p.m., ET

French Hours
Monday through Friday:
8:30 a.m. – 5 p.m., ET

Spotting Identity Theft Signs sub-tab

Knowing identity theft signs can help you protect yourself from this crime. While identity theft is always difficult, if it's caught early, you can minimize its damage to your reputation and financial health. Unfortunately, some people don't realize that their credit contains inaccuracies caused by the activity of identity thieves. Credit identity thieves use your personal information to apply for credit in your name, leaving you to deal with angry creditors and collectors.

Here Are Some Common Indicators of Identity Theft:

  • Unfamiliar activity on your credit reports: Regularly monitor your credit reports to look for new and unfamiliar accounts. If you see that unauthorized or unfamiliar activity has occurred, contact the credit bureau that issued the report right away.
  • Unexpected charges on your credit or bank account statements: Don't toss your bank and credit card statements without reviewing them. Review each charge and call your bank or credit card company to question any purchase that you don't recall making.
  • Letters or phone calls from unfamiliar creditors or bill collectors: If you start getting phone calls and letters from unknown creditors or bill collectors, take action. An identity thief may have used your identity to open accounts and make purchases, leaving you with the bills. Children and the elderly can also be targets of identity thieves that operate in this way, so look out for similar communications to your children or to relatives in your care.
  • Inability to access online accounts: If you suddenly can't access bank or credit card account websites, contact your financial institutions immediately by phone. Someone may have stolen your passwords in an attempt to take over your accounts.

If you notice these identity theft signs, contact your local law enforcement agency and file a report. You should also notify credit bureaus, credit card companies and financial institutions to inform them about your situation, reverse any charges and remove inaccurate information. As a precaution, you may also want to place a fraud alert on your credit reports, which help provide you with an additional layer of protection against an identity thief.

Preventing Identity Theft sub-tab

  • Monitor your TransUnion Credit Report regularly for unauthorized activity by using our myTrueIdentity solution. If you find any information not pertaining to you, contact the creditor and question the account and/or inquiry.
  • Do not carry your extra credit cards, birth certificate, SIN card or passport in your wallet or purse except when necessary. This practice minimizes the amount of information a thief can steal in the case of a lost wallet/purse.
  • Install a lockable mailbox at your residence to reduce mail theft.
  • Never discard credit card receipts or other documents containing personal information in a public trash container; use a shredder.
  • Never leave your purse or wallet unattended at work or in church, restaurants, fitness clubs, parties or shopping carts. Never leave your purse or wallet in open view in your car, even when your car is locked.
  • Limit the number of credit cards you have and cancel any inactive accounts.
  • Never give any credit card, bank, or Social Insurance information to anyone by telephone — even if you made the call — unless you can positively verify that the call is legitimate.
  • Safeguard your credit, debit and ATM card receipts. Shred them before discarding.
  • Scrutinize your utility and subscription bills to make sure the charges are yours.
  • Memorize your passwords and personal identification numbers (PINs) so you do not have to write them down. Be aware of your surroundings to make sure no one is watching you enter your PIN.
  • Keep a list of all your credit accounts and bank accounts in a secure place. This makes it easy to quickly call the issuers to inform them about missing or stolen cards. Include account numbers, expiration dates and telephone numbers of customer service and fraud departments.
  • Do not discard pre-approved credit offers in your trash or recycling bin without first tearing them into small pieces or cross-cut shredding them. Dumpster divers can use these offers to order credit cards in your name and mail them to their address. Always do the same with other sensitive information like credit card receipts and phone bills.
  • Under Consumer Reporting legislation, if you believe any item on your credit report is inaccurate or incomplete, and you notify us, we will verify the information at no cost to you. We do not accept disputes from third parties unless accompanied by a notarized power of attorney that authorizes a licensed attorney or a family member to represent you, or if the power of attorney is unlimited and irrevocable.
  • Review your TransUnion Credit Report periodically and check for any unauthorized activity. Should any information not pertaining to you show up on your credit report, contact the creditors and question the account and/or inquiry. If you have questions, contact the other major credit reporting bureau.

Identity Remediation sub-tab

Once you realize that you are a fraud victim, you need to contact various government, credit/financial institutions, and credit agencies. To make the process as manageable as possible, we have prepared the following procedures to help you resolve any problems with your creditors, amend fraud information on your credit report, and help prevent any further fraud.

  1. Obtain and review a copy of your credit report.

    Review your TransUnion Credit Report for any unauthorized activity. If you find any information not pertaining to you on your credit file, contact the creditors and question the account and/or inquiry. If you have questions, contact TransUnion.

  2. Report the fraud.

    Contact government agencies such as Service Canada if someone has used your Social Insurance Number to apply for government services. It is recommended that you also contact your local law enforcement agency to file a report regarding the fraudulent activity. For confirmed cases only, contact The Canadian Anti-Fraud Centre (Phonebusters) to report the incident.

  3. Contact your credit financial institutions.

    Contact companies that you have relationships with and inform them that your accounts with those companies may be compromised.

    Contact the companies on your credit report that you do not recognize. Verify with the company the information they have in their records for the reported item.

    Provide the creditor with a copy of your police report; you may need an Affidavit or relevant documentation.

    Keep a log of all related phone conversations, including names of people with whom you spoke.

  4. Placing a fraud alert

    Add a fraud alert to your credit file if you have been notified by a creditor's fraud department, Government agency or law enforcement regarding fraud to warn potential credit grantors that you may be a victim of identity theft. You may also add a statement to your file if you had your wallet lost/stolen or had a home break-in. This statement alerts the creditors who obtain your credit file of the fraud and, if applicable, to contact you before approving credit applications. This statement is retained on your credit file for six years from the date it was added, or until you request its deletion in writing.

    The addition of a fraud alert to your credit file may assist you in reducing the likelihood of future fraudulent applications resulting in the extension of credit in your name. However, it is important to recognize that, subject to applicable law, credit grantors have the discretion to decide what steps they will take (if any) when they see the fraud alert on your credit file.

    To place a potential fraud alert on your credit file, please click here.

  5. Follow up.

    Follow up with companies and agencies that you have contacted to ensure that their investigation resulted in your favour. By working with credit grantors directly to identify all fraudulent accounts, you can greatly reduce this crime's effect on you.

  6. Regularly review your credit.

    Monitor your TransUnion Credit Report regularly for unauthorized activity by using our Credit Monitoring solution. If you find any information not pertaining to you, contact the creditor and question the account and/or inquiry.

Contacts

Print this list of phone numbers to use and keep for reference during your fraud resolution process.

Correspondence in English:
TransUnion
Consumer Relations Centre
3115 Harvester Road, Suite 201
Burlington, Ontario
L7N 3N8

1-800-663-9980

Correspondence in French:
TransUnion
Consumer Relations Centre
3115 Harvester Road, Suite 201
Burlington, Ontario
L7N 3N8

1-877-713-3393

Equifax Credit Information Services
Consumer Fraud Division
P.O. Box 190 Jean Talon
Montreal, PQ
H1S 2Z2
800-465-7166
514-493-2314

Supportive Agencies
The Canadian Anti-Fraud Centre
(PhoneBusters)
P.O. Box 686
North Bay, Ontario
P1B 8J8
888-495-8501

TransUnion Identity Protection Specialists

If a credit grantor's fraud department, law enforcement or a government agency has informed you that you are a confirmed/true name victim of fraud, TransUnion can connect you with one of our Identity Protection Specialists. In order to place a confirmed fraud warning on your credit file and discuss identity restoration process, please call 1-800- 663-9980 and select option 4 for an agent to assist you.

You are on the ID Theft Insurance tab

ID Theft Insurance sub-tab

Identity Theft Expense Insurance – Summary Description of Benefits

Policy No. FN2306973

Insurer: Underwritten by certain Underwriters at Lloyd’s, London

Master Policyholder: Cyberscout Limited, Sontiq Inc. and all subsidiaries

This page summarizes the coverage available to insureds under the Policy. It is only a summary. Additional details, conditions, and exclusions are set forth in the Policy, a copy of which is available upon request. “We” and “us” refer to the Insurer.

Coverage Limits and Deductible
Aggregate Limit of Insurance
  • $1,000,000

    Aggregate Limit of Membership Program

    per policy period
Sub Limits of Insurance
  • $1,500

    Lost Wages Limit

    per week, for 8 weeks maximum
  • $1,000

    Travel Expenses

    per policy period
  • $1,000

    Elder Care/Child Care

    per policy period
  • $1,000

    Initial Legal Consultation

    per policy period
  • $1,000

    Certified Public Accountant Costs

    per policy period
  • $0

    Deductible

    per policy period
General Description of what is Insured

We shall pay the insured for loss, excess of any applicable deductible, resulting from stolen identity events first discovered by the insured during the policy period and reported to us within 60 days of such first discovery of the stolen identity event.

We shall reimburse the insured for loss, excess of any applicable deductible, resulting from unauthorized electronic fund transfers which (i) first occurs during the policy period; and (ii) is reported to us within 60 days of the discovery of such electronic fund transfer.

Selected Definitions

“Stolen Identity Event” means the fraudulent use of the insured’s personal identification, social security number, or any other method of identifying the insured. This includes, but is not limited to, the fraudulent use of the personal identity of the insured to establish credit accounts, secure loans, enter into contracts or commit crimes. All loss resulting from stolen identity event(s) and arising from the same, continuous, related or repeated acts shall be treated as arising out of a single stolen identity event occurring at the time of the first such stolen identity event. Stolen identity event shall not include the fraudulent use of the insured’s business name, trading name or any other method of identifying any business activity of the insured. Stolen identity event shall include “Medical identity theft” as defined in the Policy.

“Unauthorized Electronic Fund Transfer” or “UEFT” means an electronic fund transfer from an insured’s account initiated by a person other than the insured without the actual authority to initiate the transfer and from which the insured receives no benefit. An unauthorized electronic fund transfer does not include an electronic fund transfer initiated:

  1. by a person who was furnished the access device to the insured’s account by the insured, unless the insured has notified the financial institution that transfers by such person are no longer authorized;
  2. with fraudulent intent by the insured or any person acting in concert with the insured; or
  3. by the financial institution or its employee.

“Loss” means the reasonable and necessary costs, lost wages, legal defense fees and expenses incurred within twelve months of an insured’s discovery of a stolen identity event. The full definitions of “costs”, “lost wages” and “legal defense fees and expenses” are set forth in the Policy.

  • “Costs” means the specific types of reasonable and necessary costs listed in the Policy that are incurred by the insured as a result of a stolen identity event.
  • “Lost Wages” means actual lost wages due to the temporary or permanent loss of employment as a result of a stolen identity.
  • “Legal Defense Fees and Expenses” means the reasonable and necessary fees and expenses incurred by the insured with our consent for an attorney approved by us.

“Stolen Funds Loss” means the principal amount, exclusive of interest, incurred by the insured and caused by an unauthorized electronic fund transfer. Stolen Funds Loss shall not include any amount for which the insured did not seek reimbursement from the financial institution which issued the access device and holds the account from which funds were stolen, and stolen funds loss shall not include any amount for which the insured received reimbursement from any source. Stolen Funds Loss also means fees and charges assessed against an insured by a financial institution as a direct result of an unauthorized electronic funds transfer.

Your Responsibilities if a Stolen Identity Event or Loss Occurs

If a stolen identity event occurs: Promptly, but no later than 60 days after first discovering the event, notify us by calling the Resolution Center at 833-699-0248. Follow our written instructions to mitigate potential loss.

If a loss occurs:

  • Promptly notify us, submit to us the written proof of loss, and provide any other reasonable information or documentation that we may request
  • Take reasonable steps to mitigate the loss, including requesting a waiver of any applicable fees.
  • File a report with the appropriate law enforcement authority.
  • Provide assistance and cooperation we may require.
If a stolen funds loss occurs:
  • Take all reasonable steps to: (a) prevent further stolen funds loss after suffering an UEFT, including promptly contacting the financial institution which issued the access device and holds the account; and (b) obtain reimbursement from the financial institution. Provide us a complete description of the efforts to obtain reimbursement and stated reasons why full or partial reimbursement was not provided.
  • Promptly notify us and provide us with detailed information regarding the stolen funds loss.
  • Provide any reasonable information or documentation we may request, including, if requested, a sworn statement or affidavit within 60 days of our request.

Additional Information About Exclusions, Insurance Limits, And Policy Conditions

Loss arising from the following are not covered (see full list of exclusions in Policy):

  • Physical injury, sickness, disease, disability, shock, mental anguish, and mental injury.
  • Voluntary disclosure of a code or other security information which can be used to gain access to the insured’s account using an access device to someone who subsequently contributes to the UEFT.
  • An UEFT which a member of the insured’s family participated in, directed, or had prior knowledge.

There is no coverage for any stolen identity event or UEFT occurring after the effective date and time of: (a) any expiration, cancellation, or nonrenewal of the Policy; or (b) any cancellation, termination, or expiration of the insured’s individual membership in the Cyberscout Limited, Sontiq Inc. and all subsidiaries membership program.

The aggregate limit of insurance is the most we shall pay the insured for loss, excess of any applicable deductible, resulting from all stolen identity events and unauthorized electronic fund transfers combined first occurring during the policy period. The sublimits of insurance are part of, and not in addition to, the aggregate limit of insurance. In addition, ALL LEGAL DEFENSE FEES AND EXPENSES ARE PART OF, AND NOT IN ADDITION TO, THE AGGREGATE LIMIT OF INSURANCE FOR EACH INSURED.

We shall be primary coverage over any other insurance coverage. In all events, we shall not pay more than our Limit of Insurance.

Should the insured be enrolled in more than one membership program insured by us or any of our affiliates, subject to the applicable deductibles and limits of insurance of the insured under the applicable membership program, we will reimburse the insured under each membership program, but in no event shall the total amount reimbursed to the insured under all membership programs exceed the actual amount of loss.

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