BlueCross BlueShield of Tennessee: Dealing with Data Theft
Background:
When 57 hard drives containing data on more than 1 million members in 47 states were stolen from BlueCross BlueShield of Tennessee one of the nation’s largest data thefts.
Planning:
Crisis Management Plan was immediately implemented. Katcher was on the crisis management team, conducting research, developing and revising messaging on an ongoing basis and providing counsel.
Goals:
- Provide information about the theft and mitigation services offered
- Exercise complete transparency
- Comply with all legal requirements
Strategy:
- Employ open, honest and frequent communication with all stakeholders
- ensure all at-risk members received appropriate protection while minimizing disruption to business.
Results:
- 1,023,209 members notified of risk and nearly all registered for free protection
- Account retention remained steady at 92%
- No punitive fines or lawsuits filed
- The more than 300 media mentions were nearly all balanced.
