Frequently Asked Questions
IDENTITY THEFT PROTECTION FAQs
What is an identity theft incident?
An identity theft incident occurs when an unauthorized person uses your personal information to commit fraud. Your personal information includes your name in combination with your Social Security number, account numbers, date of birth, address, email address and state or federal issued ID such as a driver's license or passport. Types of identity theft may include account fraud, credit/debit card fraud, tax fraud, employment fraud, government documents and benefits fraud, medical fraud, and more.
How do I know if I have been a victim of identity theft?
If you see unfamiliar transactions on your credit card or bank account, you receive statements in the mail from a creditor you don't recognize, or you find notations on your credit file for debts you did not incur, you may be a victim of identity theft. If you suspect that someone might be using your identity information it's always wise to check it out. If it's a false alarm it will give you peace of mind knowing that your identity is secure. As a covered account holder you can take advantage of our team of professional fraud investigators standing by to help. You should also make sure to register to activate the included entitlement to monitoring services to be alerted to suspicious activity.
Do I need to be able to prove I am a victim of identity theft to be eligible for Recovery services?
No, if you are a covered account holder and you suspect identity theft for any reason, a professional Privacy Advocate is available to you by calling 1-800-357-6392 Monday through Saturday from 7am to 9pm Central and Sunday from 11am to 5pm Central. The Privacy Advocate can help to determine if you are a victim of identity theft and if you are not, they can put your mind at ease.
How do I contact a Privacy Advocate if I suspect identity theft?
A professional Privacy Advocate is available by calling 1-800-357-6392 Monday through Saturday from 7am to 9pm Central and Sunday from 11am to 5pm Central.
What services are available only to me?
The primary (first named) account holder is eligible for all of the identity theft detection services of nxg|PROTECT, including both identity recovery services and monitoring services. As a reminder your covered account includes three bureau credit monitoring, daily credit reports and scores, an annual tri-bureau credit report and score, credit lock/unlock, dark web monitoring, high risk transactions monitoring, social media monitoring, and solicitation reduction. You may activate your entitlement to nxg|PROTECT at any time by using your unique Member ID.
What services extend to family members?
The Fully Managed Identity Theft Recovery and the Identity Theft Expense Reimbursement Insurance extend to each account holder’s qualified family members if they suspect identity theft. This includes your spouse or domestic partner, dependents with the same permanent address, and any other IRS dependents and parents living in the household or in elder care.
How do my qualified family members get access to Fully Managed Identity Theft Recovery services?
You should call a Privacy Advocate at 800-357-6392 and have your qualified family member on the phone with you or standing by. Explain that you have a family member needing the recovery services. The Privacy Advocate will need to verify your primary membership before beginning the recovery process with your family member.
How does the IRS Tax Fraud Refund Advance work?
We'll advance your tax refund if someone fraudulently files and receives it on your behalf. Tax fraud may delay your refund for weeks or even months. Now, you may be eligible for a tax refund advance while the Privacy Advocate assists you in completing your fraud remediation. Once the fraud has been remediated and the tax refund from the IRS has been received by you, you must refund the advance within 10 business days. This benefit extends to 3 generations of each covered account holder, plus up to three generations of family members.
Does the Identity Theft Expense Reimbursement Insurance pay for funds stolen in an identity theft event?
No, the Identity Theft Insurance reimburses for expenses incurred in recovering from identity theft, but not the losses from the theft itself. However, the Privacy Advocate will assist in documenting fraudulent transactions and obtaining refunds for funds stolen.
How do I file an identity theft expense reimbursement insurance claim?
Your Privacy Advocate will work on your behalf to file your claim. To access the Fully Managed Identity Theft Recovery and Identity Theft Expense Reimbursement Insurance you can call 1-800-357-6392.
When do my benefits begin? When do they end?
Your benefits begin when you open your covered account, and they end when you close your account. As a named account holder, you may choose to activate your Entitlement to the nxg|PROTECT Monitoring Services at any time.
Why do I need to register to activate the Entitlement to nxg|PROTECT Monitoring Services?
These services are not activated ahead of time to protect your privacy. There is no requirement for you to use this entitlement however, we encourage you to register for these monitoring services to best protect your identity. Whether you choose to register for the monitoring services or not, the other services included with your covered account - including Fully Managed Identity Theft Recovery and Identity Theft Expense Reimbursement Insurance - will still continue to be available to you.
How do I register to activate the Entitlement to nxg|PROTECT Services?
You will receive activation instructions from your Program Sponsor that will provide you with a unique special-use “Member ID” number and further instructions to activate your Entitlement to Monitoring Services online.
How long does the activation process take?
The activation process takes about 5 minutes or less, and if you need any help you can call 1-800-357-6392. Following the registration process, you will have the opportunity to complete an identity authentication step to fully activate all of your services. Authentication of your identity is required in order for you to view credit alert details and provide access to your daily credit report and score. Upon successful authentication, your credit monitoring will be upgraded from one bureau credit monitoring to three bureau credit monitoring. You can complete identity authentication at any time following the registration process.
What information will I need to enter in order to activate the Entitlement to nxg|PROTECT Monitoring Services?
You will need to confirm your name and address and provide your Social Security number and date of birth. You will also need to either confirm or provide either an email address or a mobile phone number to receive alerts. Your monitoring will begin based on this small amount of information and will extend to other personal information and credentials that you choose to add. In order to access your credit services, including activating credit monitoring, you will need to complete identity authentication by answering questions taken from your credit report data to validate your identity.
If I can't get online can I still activate my Entitlement to nxg|PROTECT Monitoring Services?
If you are not able to go online to activate your monitoring services, we are able to take you through the account activation process by telephone to initiate monitoring on your behalf. However, to receive alerts you will need to provide either an email address or a mobile phone number that can accept SMS text alerts. To activate your entitlement through this method, please call 1-800-357-6392 Monday through Saturday from 7am to 9pm Central and Sunday from 11am to 5pm Central.
How do I request my credit report?
From the Credit Monitoring tab in your account you have the option to request a new annual tri-bureau credit report once every 365 days or TransUnion® credit report daily. Simply select the report you would like to request. You will be asked authentication questions to verify your identity before the report can be viewed.
Why should I request a credit freeze?
Placing a credit freeze makes it impossible for lenders and other creditors to access your credit reports and can be an excellent tool to combat identity theft. It’s free to do and the most effective way to prevent fraudulent accounts from being opened in your name. If you are going to freeze your credit, doing so with all three bureaus is a must, because certain lenders only check one or two of your three credit reports. Please call our Privacy Advocates at 1-800-357-6392 for assistance.
When should I lock my TransUnion® credit report?
Locking your credit helps prevent unauthorized access to your credit report. If you want to prevent others from opening fraudulent financial accounts in your name, you might want to consider locking your credit at all three bureaus. You can lock and unlock your TransUnion® report right on your nxg|PROTECT dashboard. If you would like to lock your Experian or Equifax report, please call our Privacy Advocates at 1-800-357-6392 for assistance.
How can I dispute an incorrect item on my TransUnion® credit report?
In the event there is an item on your credit report that isn’t an indication of potential fraud, yet is inaccurate, you can request a correction through your nxg|PROTECT account which goes straight to TransUnion® for processing. Simply click on the “Start a dispute” button found at the bottom of your tri-merged credit report to get started. If your dispute is on an item on your Experian or Equifax report, please call our Privacy Advocates at 1-800-357-6392 for assistance.
Can I cancel the nxg|PROTECT Monitoring Services?
Yes - since these services are included with your checking account, contact your Program Sponsor to discuss your options.
I received an alert, what do I do?
If you receive a monitoring alert, login to your nxg|PROTECT account to see additional details about the alert on your dashboard, or call one of our Privacy Advocates at 1-800-357-6392.
I lost my wallet/debit card, what do I do?
If you have registered your credentials for Dark Web Monitoring, you can use the information to quickly notify issuers of lost credentials, or just simply call a Privacy Advocate directly to get personalized help to replace the credential documents that may have been in your wallet. The Privacy Advocate can advise you on steps you can take to protect your identity based on the information that is lost.
What do I do if I forgot my special-use Member ID and/or password?
To retrieve your Member ID used for registering for the nxg|PROTECT services call 1-800-357-6392. To recover your password go to the nxg|PROTECT account login page and follow the Forgot Password process.
Do I need to be a U.S. Resident to utilize the nxg|PROTECT Monitoring Services?
If you are not a resident of the United States some services may not be available or may be limited.
If you are a U.S. citizen living in the U.S. and owning a Social Security number you may take full advantage of the Recovery and Monitoring Services. A U.S. citizen who is visiting outside of the U.S. or living outside of the U.S. may utilize the Recovery Services; however, the Recovery Services are performed only with agencies and institutions in the United States, or territories where U.S. law applies.
If you reside in the U.S. but you are not a U.S. citizen,you may utilize the Recovery Services; however, without a Social Security number you will not be able to activate the credit services, specifically the credit report, credit score and credit monitoring features.
Why did I receive more than one notice of these services?
If you have more than one covered account you should have received more than one entitlement notification, each with a unique special-use "MemberID". You may allow another trusted family member to register for the proactive monitoring services using the additional Member ID.
Here’s how it works in three easy steps:
Create a second nxg|PROTECT account using YOUR information. Access the nxg|PROTECT website and enter your second Member ID. Follow the prompts to enter your Social Security number and Date of Birth. You will also be asked to enter your address, establish a username and password, and enter your email address during this registration process. Once this step is complete and your account is active, you will click “Log In” to go directly to your Dashboard.
Next, convert the nxg|PROTECT account to your FAMILY MEMBER. On the dashboard, click on your name in the upper right corner and select “Account Settings”. There you will edit/change all YOUR personal information shown to the personal information of your family member including their name, address, email, phone, Social Security number and date of birth. Don’t forget to SAVE your changes. The family member may also change the username and password to their own on this page.
Your Family Member will only see their information, and not yours. That’s it! ONCE THE ACCOUNT IS IN THE FAMILY MEMBER’S NAME then the family member should go to the Monitoring tab and complete Authentication to gain access to their credit report and score.
I'm receiving emails from Allstate Identity Protection (email@example.com). Why are they emailing me and why is this Member ID different from my Credit Union Member Number?
NXG Strategies has partnered with your financial institution to provide access to multiple monitoring services through nxg|PROTECT. Many times you will receive important communications about the benefits such as your identity health status and monitoring alerts. These emails will come from firstname.lastname@example.org. AIP is Allstate Identity Protection, the provider of your credit services. The Member ID referenced on these emails is not the Member Number associated with your credit union membership. It is a unique Member ID provided to you by your financial institution to activate the services and to be used as a reference number in the event you need to contact a Privacy Advocate.
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Need help? Call 800-357-6392
*Identity theft insurance is underwritten by Lyndon Southern Insurance Company, a member of the Fortegra family of companies. The information provided is a program summary. Please refer to the Identity Theft Expense Reimbursement Evidence of Coverage forms for additional information including details of benefits, specific exclusions, terms, conditions and limitations of coverage. Coverage is currently not available to residents of the state of New York and may not be available in other U.S. territories or jurisdictions in the future. For Evidence of Coverage for Identity Theft Expense Reimbursement Insurance, visit your Program Sponsor’s nxg|PROTECT website.
** MONITORING SERVICES ARE PROVIDED TO PRIMARY ACCOUNT HOLDERS ON AN ENTITLED BASIS AND REQUIRE CONSUMER ACTIVATION. Monitoring alerts are provided by email and/or SMS text. Credit Services are provided by TransUnion®, subject to change, and are applicable to individuals age 18 and older who have a valid credit file. Identity authentication is required to view credit monitoring alerts, reports, and scores, and to extend credit monitoring to all three bureaus (if applicable). The credit score provided may not be consistent with the credit score model used by a lender, and therefore can not be relied upon to determine creditworthiness for any particular loan opportunity.