LifeLock FAQ

LifeLock Frequently Asked Questions 

How does the guarantee work?

In the unfortunate event your identity is misused while you are a LifeLock member, LifeLock will reimburse direct expenses you incur and pay professionals to resolve the problem for you – up to $1 million! 

How does LifeLock secure my personal information?

LifeLock is ISO 27001 certified for data and operational security and follows industry best practices to secure and protect personal information. They conduct background checks on all of our employees, including regular random drug testing. All of their facilities are built with the latest biometric security access as well as state-of-the-art surveillance and alarm systems. No data is stored onsite. No computers anywhere outside of secure data centers have the member’s critical information on them.

Does LifeLock offer protection for my kids?

LifeLock now offers protection for kids under the age of 16 for only $25 per year, as long as at least one adult in the home is an annual member.

What is a Fraud Alert?

The purpose of a fraud alert is for creditors to confirm that the person using your name is actually you. With your fraud alerts in place, creditors, lenders, or other prospective users of your consumer report must take steps to verify your identity before they can:

• Issue new credit
• Increase credit lines
• Arrange loans
• Create new accounts for such things as utilities and cellular phones

After a fraud alert has been placed in your credit file, any creditor using that credit file to grant new credit or an extension of credit in your name should take reasonable steps to verify your identity and confirm the credit application is not the result of identity theft. This can be done by contacting you by phone, via the mail or by using other methods to verify the application is legitimate. Most of the time, when someone else is trying to use your identity to get credit, the fraud alert will stop them cold.

What’s the difference between a fraud alert and a credit freeze?

Certain states allow individuals to implement a security or identity “freeze” that completely locks, or freezes, access to your consumer credit report and credit score. With a credit freeze, a business will not issue new credit to anyone in your name – including you, unless you unlock your file. When you want to access your own credit, you will need to formally unlock access to the credit file. Certain fees may apply.

Once you become a member, LifeLock’s services begin before identity theft occurs. LifeLock places fraud alert requests at the three credit bureaus and automatically renews the requests every 90 days. It does not freeze your credit, rather; it safeguards your credit from unauthorized use.

How is LifeLock different from a credit monitoring system?

Many people compare us to credit monitoring services, like those provided by the credit bureaus. LifeLock is not like credit monitoring, they are the next generation. Which would you rather have, a lock on your door keeping the thieves out, or an alarm telling you after the thief has ripped you off? We think most people would prefer to keep the thief out in the first place. And that’s what LifeLock does. As our name states, they are the lock, and you hold the key.

 

When does LifeLock’s Total Service Guarantee take effect?

You are covered by our $1 Million Total Service Guarantee from the moment you enroll. If in the unfortunate event your identity is misused while you are a LifeLock member, LifeLock will reimburse direct expenses you incur and pay professionals to resolve the problem for you – up to $1 million! 

Who calls me to let me know that someone is attempting to obtain credit in my name?

If someone is trying to use your personal information, you will be contacted by the creditor that is issuing the line of credit. If you receive a call and you are not the one applying for credit, the transaction should be stopped immediately.

Will LifeLock keep me from getting new credit?

The steps LifeLock takes to guarantee your good name shouldn’t keep you from getting credit. However, they may delay “instant” credit applications. They are available to help should this happen. 

What do I do if my identity has been compromised?

If you think that your identity has been compromised call LifeLock immediately at 1-800-LIFELOCK, option 2. They are available 24 hours a day, seven days a week.

Does LifeLock monitor my credit card transactions?

LifeLock does not monitor your credit card transactions. However, your credit card accounts would still be covered by our $1 Million Total Service Guarantee should your information be used fraudulently.

We do suggest that you write down all of the contact information for the cards that you carry in your wallet and keep them in a secure place. Then, if ever your wallet is stolen, just give LifeLock a call. With their free WalletLock service, they can help you contact the document issuing companies to cancel your stolen cards and reissue new ones.

 

Product Features
	LifeLock Identity Alert System* It's the foundation for all LifeLock services. We send alerts through the patented LifeLock Identity Alert system by text, phone, or email and our identity Restoration Specialists are there to help.
	Investment Account Activity Alerts* Investment and retirement accounts are often the lifeline for your financial growth. We'll help protect your nest egg from fraudulent cash withdrawals and balance transfers.
	Live Member Support & Identity Restoration Support We have live U.S.-based agents available to answer your questions. If your identity is compromised, an Identity Restoration Specialist will handle your case and help restore your identity.
	$1 Million Service Guarantee** If you become a victim of identity theft while a LifeLock member, we'll spend up to $1 million to hire the necessary lawyers, accountants and investigators to help your recovery.
	Lost Wallet Protection A lost wallet can mean a lost identity. Call us if your wallet is lost or stolen and we'll help cancel or replace credit cards, driver's licenses, Social Security cards, insurance cards and more.
	Address Change Verification Identity thieves try to divert mail to get important financial information. LifeLock lets you know of changes in address requested linked to your identity.
	Reduce Pre-Approved Credit Card Offers Pre-approved credit card offers can provide important information to identity thieves. LifeLock will request your name to be removed from many pre-approved credit monitoring mailing lists.
	Court Records Scanning We check court records for matches of your name and date of birth to criminal activity. It helps protect you from being falsely linked ot arrests and convictions you know nothing about.
	Fictitious Identity Monitoring We scan for names and address connected with your Social Security number to help protect against criminals building fictitious identities to open accounts or commit fraud.
	Black Market Website Surveillance Identity thieves sell personal information on black market websites around the world. LifeLock patrols over 10,000 criminal websites and notifies you if we find your data.
	Data Breach Notifications Your identity is virtually everywhere. Doctors, insurance companies, employers, even your favorite retailers. We'll let you know about large-scale breaches so you can help protect your personal information.
	Credit Card, Checking and Savings Account Activity Alerts* Review your credit card, checking and savings account activity in one secure place. Receive alerts for cash withdrawals, balance transfers and large purchases to help detect fraudulent activity.
	Stolen Funds Reimbursement** If you’re a victim of identity theft while a LifeLock member, LifeLock protects your hard earned money with dollar for dollar reimbursement for stolen funds up to $1 million.* This includes everything from fraudulent bank and investment account withdrawals to tax returns filed in your name.
	LifeLock Privacy Monitor Privacy Monitor helps reduce public exposure of your personal information. We scan common public people-search websites to find your personal information and help you opt-out.
	File Sharing Network Searches Music, photo and data file-sharing networks can expose your personal information. We monitor many popular networks for use of your name, Social Security number, date of birth or contact information.
	Bank Account Takeover Alerts* Smart identity thieves use their computers to take over accounts or add new account holders to existing accounts. LifeLock helps protect your finances by monitoring for these changes.
	Checking and Savings Account Application Alerts* Continuously searches for your personal information in new bank account applications at national banks, local banks and credit unions from coast to coast.
	Credit Inquiry Alerts* Lenders make credit inquiries when someone submits a card application. We monitor for suspicious activity and you can respond if the application is fraudulent.
	Annual Tri-Bureau Credit Reports and Scores Secure online access to your annual credit reports from the three primary bureaus: Equifax, TransUnion and Experian. It's a convenient way to see details of your credit history over the past year.
	Monthly Credit Score Tracking This monthly single-bureau credit score tracker helps you identify important changes and see how your credit is trending over time.
	Priority Live Member Support Skip the wait and move to the front of the line to speak with a US-based Member Services Agent available to answer your questions.
	Sex Offender Registry Reports Receive notifications when sex offenders move into your zip code.

 

No one can prevent all identity theft. 

^* LifeLock does not monitor all transactions at all businesses. Phone alerts made during normal local business hours.

^** Stolen Funds Reimbursement and Service Guarantee benefits for State of New York members are provided under a Master Insurance Policy issued by State National Insurance Company. Benefits for all other members are provided under a Master Insurance Policy underwritten by United Specialty Insurance Company. Under the Service Guarantee LifeLock will spend up to $1 million to hire experts to help your recovery. Under the Stolen Funds Reimbursement LifeLock will reimburse stolen funds up to $100,000 for Benefit Elite membership (up to $1 million for Benefit Elite membership effective January 1, 2017). Please see the policy for terms, conditions and exclusions at LifeLock.com/legal.

 

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