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HomeMy WebLinkAboutProposalLegalShield' April 11, 2017 City of Miami County Clerk 3500 Pan American Drive Miami, FL 33130 RE: EXECUTIVE SUMMARY Thank you for allowing LegalShield to be a benefit partner to the City of Miami. Lega€Shield is committed to providing the City of Miami and its employees with cost-effective and comprehensive group legal and identity theft plans, affording your organization with the ability to provide value and peace of mind to its employees. Unexpected legal questions arise every day and identity theft has been the top consumer complaint filed with the FTC for 15 years straight. Both legal and identity theft issues create stress and distraction for employees and lost productivity for many organizations. There has never been a better time to offer legal and identity theft plans as an employee benefit. The attached proposal represents LegalShield's formal response to the City of Miami's Request for Proposal for Voluntary Products issued in March 2017. Provided within, please find a comprehensive overview of LegalShield, as well as many compelling reasons to consider our plan design and proposed price. We also wish to draw your attention to LegalShield's unique approach to attorney network development: from day one of their membership, we provide City of Miami's employees with one toll free number access to state -specific, dedicated law firms versus our competitors' patchwork of one-off, individual fee -for -service contracted firms. In our network, our provider attorneys are pre -paid, so their sole focus is on serving our enrolled members, rather than tracking billable hours or filing case claims. This key difference is reflected in our enrollment and persistency success, as well as our customer satisfaction ratings. Our IDShield plan, unlike many identity theft programs on the market, offers not only credit monitoring, but also consultation with identity theft experts and identity restoration by licensed investigators, not call center employees, with a $5 million guarantee. LegalShield has been in the business of providing legal services for 45 years and was ground -breaking in the pre -paid legal plans market. Since 1972, we've been the leader in developing, marketing and administering unique legal service products and continue to evolve our brand to meet the growing legal needs of our members. In summary, we believe you will find our coverage services, pricing, unique approach to attorney network development and our customer service excellence truly differentiate us as a partner of choice. We look forward to discussing our proposal with you. Best Regards, Cf1ti gcvin'fe/Z Chris Farmen Regional Sales Manager LegalShield Business Solutions chrisfarmen@legalshieldcorp.com 580.665.9185 Q@icia unclaimed Alicia Underwood Director of Proposals LegalShield Business Solutions proposals@legalshield.com 580.272.3253 TABLE of CONTENTS RFP Certification Statement RFP Response Attachment A: City of Miami Local Office Certification Attachment Bl: Price Proposal Schedule (Group Legal Services) Attachment B2: Price Proposal Schedule (ID Theft Services) Attachment C: Plan Design Benefits Attachment D: Performance Guarantee Attachment E: ID Theft Services Questionnaire Attachment F: Reference Submittal Form Attachment G: Sample Legal Plan Membership and Materials Attachment H: Provider Law Firm Information Attachment I: IDShield Information 1-4 5-16 17-20 21-23 24 -25 •26-30 31-32 33-46 47 48-57 58 59 - 72 LegalShield` Certification Statement Please quote on this form, if applicable, net prices for the item(s) listed. Return signed original and retain a copy for your files. Prices should include all costs, including transportation to destination. The City reserves the right to accept or reject all or any part of this submission. Prices should be firm for a minimum of 180 days following the time set for closing of the submissions. In the event of errors in extension of totals, the unit prices shall govern in determining the quoted prices. We (I) certify that we have read your solicitation, completed the necessary documents, and propose to furnish and deliver, F.O.B. DESTINATION, the items or services specified herein. The undersigned hereby certifies that neither the contractual party nor any of its principal owners or personnel have been convicted of any of the violations, or debarred or suspended as set in section 18-107 or Ordinance No. 12271. All exceptions to this submission have been documented in the section below (refer to paragraph and section). EXCEPTIONS: We (I) certify that any and all information contained in this submission is true; and we (I) further certify that this submission is made without prior understanding, agreement, or connection with any corporation, firm, or person submitting a submission for the same materials, supplies, equipment, or service, and is in all respects fair and without collusion or fraud. We (I) agree to abide by all terms and conditions of this solicitation and certify that I am authorized to sign this submission for the submitter. Please print the following and sign your name: PROPOSER NAME: Pre -Paid Legal Services, Inc. of Florida dba LegalShield ADDRESS: One Pre -Paid Way, PO Box 145, Ada, OK 74821 PHONE: 580-310-7665 FAX: 580-310-6997 EMAIL: proposalsalegalshield.com CELL(Optional): SIGNED BY: Alicia Underwood TITLE: Proposal Director DATE: 4/6/2017 FAILURE TO COMPLETE, SIGN, AND RETURN THIS FORM SHALL DISQUALIFY THIS RESPONSE. 2 Certifications Legal Name of Firm: Pre -Paid Legal Services, Inc. of Florida dba LegalShield Entity Type (Partnership, Sole Proprietorship, Corporation, etc.): Corporation Federal Employer identification Number (FEIN): 73-1089024 Year Established: 1980 Office Location (City of Miami, Miami -Dade County, or Other): N/A Business Tax Receipt/Occupational License License Number: N/A Business Tax Receipt/Occupational License Issuing Agency: N/A Business Tax Receipt/Occupational License Expiration Date: 3 N/A Will subcontractor(s) be used? (Yes or No) If subcontractor(s) will be utilized, provide their name, address and the the portion of the Work they will be responsible for under this Contract (a copy of their license(s) must be submitted with your proposal response). If no subcontractor(s) will be utilized, please insert N/A. Yes, LegalShield uses Independent Sales Associates to help market our plans. Clari Sanguily, 3411 SW 11th Ave, Miami, Florida will be used to provide onsite assistance with enrollments/seminars/workshops, etc. Please list and acknowledge all addendum/addenda received. List the addendum/addenda number and date of receipt (i.e. Addendum 1, 7/1/07). If no addendum/addenda was/were issued, please insert N/A. Yes, Addendum 1, 4/3/17 Has Proposer reviewed the attached sample Professional Services Agreement (PSA)? Yes Acknowledge that if awarded, Proposer will be required to execute the PSA in substantially the attached form. Proposer must acknowledge certain clauses (including #2 Term, #6 Audit and Inspection Rights and Records Retention, #8 Public Records, #9 Compliance with Federal, State and Local Laws, #10 Indemnification, #13 Termination, Obligation Upon Termination, #I5 Nondiscrimination, and #23 City Not Liable for Delays) are non-negotiable. 4 RFP Response 616390 Minimum Qualifications Provide documentation that demonstrates Proposer's ability to satisfy the minimum qualification requirements. Proposer's who do not meet the minimum qualification requirements, who fail to provide the supporting documentation, may be deemed non -responsive. Yes, LegalShield meets the minimum qualification requirements. Proposer's Relevant Experience, Qualifications and Past Performance a} Describe the Proposer's organizational history and structure; years Proposer has been in business providing similar Service(s) to those requested herein, for governmental clients with four -thousand (4,000) employees or greater. Identify number of years providing the Services for each Category. Founded in 1972 in Ada, Oklahoma, LegalShield is a leading provider of legal plans and identity theft solutions to families and small businesses across the U.S. and Canada. LegalShield markets its products through two main channels: Business -to -Business and Networking. Independent benefit brokers provide the products to corporate employees through payroll deduction. More than 34,000 companies offer LegalShield plans to their employees. With 1.6 million families enrolled, LegalShield's legal plans currently protect 3.5 million people in 49 U.S. states and four Canadian provinces. LegalShield is the only national legal safeguard to provide its members with access to quality legal services from an accomplished law firm in their state or province for legal advice and assistance no matter how trivial or serious the issue. For a low monthly fee, Lega#Shield members get access to qualified attorneys who are experts in the areas of law that most impact families and small businesses. LegalShield provides dedicated provider law firms throughout the U.S. and Canada enabling members to feel as though they have their own personal law firm to call for help without having to worry about high hourly rates. LegalShield identity theft plans currently cover 1.7 million people with nearly 10,000 identities restored. Our identity theft plans provide more than just credit monitoring — we also provide consultation on any identity theft issue and complete identity restoration in the event an identity is stolen. Our services are backed by a $5 million service guarantee that we will do whatever it takes for as long as it takes to restore an individual's identity back to its pre -theft status. We field more than two million calls each year. With over 700 LegalShield employees dedicated to serving our groups and their employees, our promise is to provide outstanding legal and identity theft services at an affordable price. Our facilities, based in Oklahoma, consist of a 177,000 square foot, state-of-the-art complex that houses all internal and administrative functions including membership processing, billing and payment applications, customer service, and attorney monitoring and support. b) Provide a detailed list of comparable Group Legal Services Contracts (similar in scope of services to those requested herein) which the Proposer has either ongoing or completed within the past three (3) years. The description should identify for each program: • Client • Description of coverage provided • Annual total dollar value of contact • Contract duration (dates covered) • Client contact person, title, email and phone number • Statement of whether Proposer is/was the prime contractor or subcontractor 5 • If Proposer was the subcontractor, identify the prime • Detail Proposer's responsibilities and the results of the Program LegalShield has 43 group accounts with 4,000 or more employees. LegalShield has 676 state agency accounts, 1637 city government accounts and 897 county government accounts. We have been providing service to this industry for over 30 years. c) Where possible, list and describe those Services performed for government clients, including the City of Miami, of similar size entities. LegalShield will provide onsite assistance for the City of Miami with enrollments and legal and IDShield workshops. We will assign an Implementation Coordinator and Independent Associate to your account to assist with implementation. d) Provide a list of three (3) businesses for which the Proposer has provided similar Services as those described in this RFP. List separate references for Group Legal Services and ID Theft Services, if proposing on both categories. Refer to the Attachment F Reference Submittal Form. References are provided in Attachment F. e) Provide the following information from Proposer's national book of business, as well as, South Florida, and Florida state wide. • Number of years in operation for legal services products offered: 1.) Nationwide 2.) South Florida (Miami -Dade, Broward, and Palm Beach Counties) 3.) Florida state wide LegalShield will be celebrating its 45th year in the legal service industry this year. With 1.6 million families enrolled, LegalShield's legal plans currently protect 3.5 million people in 49 U.S. states and four Canadian provinces. LegalShield began selling memberships in Florida in 1980. • Number of current memberships in legal services programs: 1.) Nationwide 2.) South Florida (Miami -Dade, Broward, and Palm Beach Counties) 3.) Florida state wide For the purpose of calculating the Proposer's national legal services membership, the Proposer shall use a population report of no earlier than October 1, 2016. LegalShield has 1.6 million legal plan memberships nationwide. As of December 31, 2016, we had 117,429 legal plan memberships in Florida. We do not have our numbers broken down by counties. f) Provide any other information or documentation related to Proposer's qualifications and experience, specific to the Work/Services described herein, from which the City of Miami can benefit under this Contract. Provide a detailed narrative statement explaining if Proposer has available, the appropriate 6 financial, material, equipment, facility and personnel resources and expertise or firm commitment to obtain them, necessary to meet all contractual requirements of the RFP. LegalShield is one of the first companies in the United States to offer affordable legal plans to consumers and businesses. It was founded as Pre -Paid Legal Services, Inc. in Ada, Oklahoma by Harland C. Stonecipher as a result of an automobile accident. Although Stonecipher was not at fault, his legal bills quickly mounted. While he had auto, medical and life insurance, the one safeguard he did not have was legal protection. In 1972, Stonecipher turned his experience into a vision — a vision to make legal services accessible to millions of Americans — and a reality. The company's first product was designed to help middle income Americans get quality legal assistance without first having to make a financial decision. It reimbursed a portion of an individual's legal costs in automobile related matters and was marketed solely to employee groups. However, this required members to find an attorney on their own. Many had never consulted with an attorney and had a difficult time finding lawyers who understood their needs, would return their calls in a timely manner and who were willing to work with them on the even the most minor legal matters. LegalShield evolved its model and developed a plan that was easier to use and removed the burden from the member of finding a dependable lawyer who would treat them as one of their best clients. It also expanded its plans to offer legal services to individuals, families and small business owners. The company changed its name to LegalShield in 2011, but its goal remains the same as it did 40 years ago —to provide outstanding legal coverage by quality law firms at an affordable price. LegalShield is the only national legal safeguard to provide its members with access to quality legal services from an accomplished law firm in their state or province for legal advice and assistance no matter how trivial or serious the issue. For a low monthly fee, LegalShield members get access to qualified attorneys who are experts in the areas of law that most impact families and small businesses. LegalShield provides dedicated provider law firms throughout the U.S. and Canada enabling members to feel as though they have their own personal law firm to call for help without having to worry about high hourly rates. Yes, LegalShield has the resources necessary to provide legal and IDShield services to the employees of the City of Miami. g) If proposing on both Categories, indicate whether Proposer is the Prime on both. LegalShield is the proposing to provide services for both the legal and identity theft services. h) Provide information concerning any prior or pending litigation, either civil or criminal, involving a governmental agency or which may affect the performance of the Services to be rendered herein, in which the Proposer, any of its employees or subcontractors is or has been involved, within the last five (5) years. LegalShield does not have any prior or pending litigation involving a governmental agency within the last five years. i) Provide a brief statement acknowledging the Proposer's acceptance of, and compliance specifically with Section 4, Scope of Services. If the Proposer is not able to accept and comply with an item, or is offering an alternative to an item, please provide a statement regarding the exception requested for that item and the alternative that is being offered. LegalShield is willing to accept the Scope of Services with the ability to discuss section C8, credit protection. 7 j) Proposer shall identify any exceptions to the terms in Section 4, Scope of Services, of this solicitation. If exceptions are identified, indicate what alternative is being offered by Proposer and the cost implications of the exception(s) to the City of Miami. LegalShield would like to discuss section C8, credit protection. Also, LegalShield does not provide services in Creole. We do provide services in English and Spanish. Currently, LegaiShield does not have an after-hours messaging. Key Personnel Performing Services a) Provide an organization chart showing the Project Manager and all key personnel, including their titles, to be assigned to this Program. The chart must clearly identify the Proposer's employees and those of the subcontractor or sub consultants, and shall include the functions to be performed by the key personnel, their location, and confirmation of availability during the City's working hours. This information should dearly delineate ID Theft Services and Group Legal Services responsibilities. Key personnel include all partners, managers, seniors, and other professional staff that will perform Services requested herein, such as the Account Executive and Account Manager that will be assigned to the City's account, and those who will be in charge of the City's account for underwriting, claims, customer service and reporting. Legal Shield Account Management Team Kathy Pinson EVP Coo Jamie Anderson VP Client Services Julie Henry Implementation Coordinator Linda Brown VP Member Services Glenn Petersen, President LegalShield Business Solutions Emily Rose VP Broker Partnership Sales Kaitlyn Kilburn Account Executive Melissa Wilder, SVP of Field Sales Clari Sanguily, Independent Associate The above employees will be able to assist with legal and IDShield plan needs. Jamie Anderson, Linda Brown and Emily Rose have employees that will be responsible for providing services to employees and 8 the Human Resources staff of the City of Miami. Melissa Wilder oversees our Independent Sales teams and training functions. Julie Henry, Kaitlyn Kilburn, Chris Farmen and Clari Sanguily will help the City of Miami with implementation and enrollment needs. b) How many employees does Proposer employ? What percentage of these employees will be assigned to the different Categories that that the Proposer is proposing on? LegalShield has 768 employees. Member Services has 220 employees dedicated to assisting our members of those 220 employees, 150 of them are trained to assist with IDShield needs as well. Client Services has 134 employees dedicated to processing new memberships and assisting our group accounts. c) Describe the experience, qualifications and other vital information, including number of years of relevant experience on previous Programs, of the Project Manager and all key personnel, who will be assigned to this Program. The key personnel assigned have many years of experience and are responsible for ensuring our members receive the best user experience. Biographies are listed below. d) List the names and addresses of all first tier subcontractors, and describe the extent of Work to be performed by each first tier subcontractor. Describe the experience, qualifications and other vital information, including relevant experience on previous similar Contracts, of the subcontractors who will be assigned to perform Work on Services requested herein. Names and address of all first tier contractors. Julie Henry will be the implementation coordinator for this account. She has been with LegalShield for over 15 years. Julie is an expert in the electronic enrollment and billing. Chris Farmen has been in the insurance business in Florida since 1991. Starting his career as a group Life & Disability representative for The Hartford. Where, over the next 10 years he garnered several sales awards including National Rep of the Year. He then worked for Unum for five years and Lincoln for 10 years where he continued to be national sales leader in the large group market. With LegalShield since August of 2016, and now the Florida Regional Sales Manager, Chris brings his vast voluntary benefits experience and knowledge of the Florida marketplace to the Legal and Identity Protection benefits space. Chris has a BA from Ohio Wesleyan University and FL 215 Life/Health & Annuities license. Kaitlyn Kilburn has been with LegalShield for two years. Kaitlyn's role is a liaison between the City of Miami and the Regional Sales Manager. She will work closely with Julie Henry and Clari to ensure the City of Miami's enrollment needs are met. Clari Sanguily, Independent Associate, opened the City of Miami account in 1998. She has been critical in the process of enrolling and providing onsite assistance with the City. e) Provide resumes with job descriptions and other detailed qualification information on the Program Manager, all key personnel, and first tier subcontractors who will be assigned to this Program. 9 Jamie Anderson, Vice President of Client Services With over 27 years of service at LegalShield, Ms. Anderson oversees the Client Services Department. She has a Bachelor's of Science Degree with a major in Accounting. From Data Entry to Quality Control to Billing Support and Collections, she is responsible for enduring the Company's documentation and membership payment collections are as efficient as possible, Linda Brown, Vice President of Member Services Overseeing approximately 220 employees in LegalShield Member Services division, Ms. Brown and her team are on the front lines with members every day handling over 1.7 million incoming calls and approximately 200,000 emails each year. With over 22 years of service to LegalShield, Ms. Brown leads the Company's efforts as a service -driven organization to continually raise the bar on customer service standards. Emily Rose, Vice President of Broker and Partnership Sales Mrs. Rose brings twelve years of experience in the voluntary benefit marketplace. Prior to joining LegalShield, Mrs. Rose occupied strategic positions at MetLife, most recently as Voluntary Specialist Director. Mrs. Rose worked with large employer groups and their broker partners to offer voluntary benefits to their employees, including legal plans. As Regional Sales Manager with Hyatt Legal Plans, a MetLife company, she worked with Fortune 500 accounts to offer a group legal plan to their employees. She holds a BA in Advertising from Michigan State University in 2001, and licenses in Property and Casualty as well as Life and Health. Proposed Approach to Providing the Services a) Describe Proposer's approach to Program organization and management, including the responsibilities of Proposer's management and key personnel that will perform Services in this Program. The key leaders involved in overseeing the.City of Miami account are listed below. Jamie Anderson, Vice President of Client Services Linda Brown, Vice President of Member Services Emily Rose, Vice President of Broker & Partnership Sales a) Describe Proposer's implementation process and provide a detailed timetable for the anticipated proposed start date of June 1, 2017. Assume that the implementation window will be sixty (60) days. At a minimum, Proposer shall provide the following information: • implementation Timetable; • Names and titles of key implementation team members and their responsibilities; • Responsibilities of the City; • Staff assigned to attend open enrollment/educational sessions at various City locations, as requested by the City. For implementation, the client must provide access to the appropriate resources to identify how information will be provided to LegalShield on employees, such as file transfer of employee data. Additional details are reviewed and agreed to such as how enrollment will be implemented, etc. LegalShield will provide materials and make recommendations on enrollment that will provide the best 10 results. Little ongoing administration is required to manage the program. Please see the next response for information on how the program is communicated to employees. To implement a voluntary employee benefits, we recommend the following effective three-part strategy. • First, marketing to employees prior to an onsite meeting, which would include email blasts, and effective placement and distribution of posters and brochures to promote the event. • Second, the onsite meeting itself, which would include a presentation, Q&A session and additional materials for employees to sign up or take home for later review. These onsite meetings usually generate the highest number of enrollees. • Third, ongoing communications to encourage/remind 'late adopters' to sign up. LegalShield can provide email templates, payroll stuffers, breakroom posters and brochures to assist your company in promoting this benefit. In addition, LegalShield can provide a website customized for your company to further assist employees in taking advantage of LegalShield. c) Provide in detail any additional services, if any, not included in the Scope of Services. which Proposer is providing, or which Proposer can make available to the City, at no additional costs. LegalShield's will provide onsite assistance with enrollments and workshops. d) Provide a sample Group Legal Services Plan benefit policy. A sample membership contract is attached behind Attachment G. e) Submit Attachment C, Plan Design Benefits - which contains a list of the Service Categories that the City would like to offer its employees and their eligible dependents, as part of this Program. Proposer shall identify all Plan benefits with in -network. out -network costs/limits, as well as any pertinent information. If additional information needs to be provided, Proposer shall identify all supplemental documents with the item number and description on the header. Attachment C, Plan Design Benefits is attached. f) Acknowledge receipt and acceptance of Proposer's Performance Guarantee Provisions worksheet as provided in Attachment D. LegalShield has the performance guarantees in the Proposer's Performance Guarantees Worksheet. Member Services a) Identify Proposer's regular business hours of operation and availability of toll free customer service telephone number for the use of City plan participants. Our Member Services Department has a toll -free number available 7 a.m.--7 p.m. CST, Monday through Friday. We have a toll -free Customer Service number for our members to ensure quality service. Assistance is available in English and Spanish. We also have support available via email and Chat. Members may call Member Services when they: Have questions about how to use benefits Have not received their contract in the mail 11 Have a change of address or phone number Need to add or remove a person from their membership Need a new membership card or contract Get married or divorced In addition, all Members Services lines are recorded and calls are randomly reviewed to ensure service consistency. b) Identify the number of representatives and the language capabilities (English. Spanish, Creole) within the Proposer's member Service department which will service the City. Our Member Services Department has English and Spanish speaking employees. c) Describe what information is available on Proposer's member services website. LegalShield has a website tailored for the needs of our members. Since LegalShield offers both legal and IDShield plans, the member would see the Provider Law Firm information along with his/her membership id. The identity theft contact information with his/her membership number. We provide a chat feature so our members can chat with our Member Services representatives. Our members can review his/her account information, get information to start a will, access to member forms, legal forms, IDShield Helpful articles, legal tips, member stories, MEMBERperks and FAQs. d) Describe how Proposer's Plan addresses coverage of an action, controversy, or proceeding in which the parties are both covered by the proposed Plan. If the action, controversy, or proceeding is between members, plan benefits still apply. One member or both will receive a referral to make sure a conflict of interest does not exist. e) Identify any pre-existing conditions with respect to any proceeding services, or event occurring or pending prior to the Plan participant's effective coverage date included. Pre-existing conditions are available under the preventative benefits, including and not limited to consultation, document review, and letters/phone calls to a third party when demined beneficial by the Law Firm. The Preferred Member Discount is also available for anything needed outside the Preventative benefits as it relates to pre-existing conditions. f) Explain in detail, how Proposer will determine reasonable and customary fees for the covered legal expenses if Proposer's Plan is an indemnity type of arrangement in whole, or in part. The National Average combined is considered the reasonable and customary fees and is determined by the Company per legal matter. g) Explain the handling of legal services for uncompleted proceedings or Services when the coverage of Plan participant terminates or at termination of the policy or Contract with Proposer under the proposed plan. If the participant has an ongoing legal issue and the plan is canceled, the benefits of the participant's plan are no longer active. The member may choose to continue working with the firm and will be subject to the hourly rate of the attorney. 12 h) Describe the Proposer's coordination of legal services between those of the proposed Plan and those provided to the Plan participant by other insurance plans and programs. LegalShield will work with the City of Miami to provide the information requested. !) Explain how proposed Plan will offer legal services to participants encountering legal difficulties outside of the State of Florida. When the need arises for legal assistance, members can simply pick up the phone and dial the toll -free number provided on the back of their membership card to connect to their Provider Law Firm directly through our Mobile App. An Intake Specialist will ask a few questions that will allow them to open a file to ensure that the member receives a call back from an attorney who is experienced in the area of law in question. An attorney will contact the member to provide assistance in resolving their legal issue within eight business hours. In addition, in situations where urgent assistance or receiving contact from an attorney is difficult, provisions can be made. j) Describe proposed Plan "Right of Recovery" provisions. LegalShield will work with the City to develop "right to recovery" provisions. k) Identify Proposer's ability to provide quarterly financial planning seminars/workshops to City employees. LegalShield can provide quarterly seminars/workshops to City employees. Quality Assurance/Utilization Management a) Provide a brief description of Proposer's procedures for the quality evaluation of contracted attorneys (and staff). What makes LegalShield different is how our members engage their attorneys. LegalShield provides our members with immediate, direct, centralized toll -free access to the Provider Law Firm in their state. These Provider Law Firms are already committed to LegalShield's members and waiting to deliver answers and peace of mind. They are paid in advance on a per capita basis, ensuring they are motivated to focus on providing good service to the member, not on billing. No more random searching a long list of "in -network" lawyers hoping to get the right one, hoping someone calls back and hoping they can resolve the issue and explain it in a straight -forward way. Your employees immediately start getting answers with one -toll free number. This centralized Provider Law Firm structure also allows for extensive real-time monitoring by LegalShield to ensure service standards are being met. Provider Law Firms receive customer service training and deliver a high-level of quality and reliability, receiving consistently high customer satisfaction ratings from members who have actively used the services. Because the member has one primary point of contact for all their legal needs, the Corporate Office can closely monitor the level of service the member receives each time they contact their Provider Law Firm. We are the only legal service company with specially designed software programs that allow our Provider Services department at the Corporate Office to monitor the delivery of service on a daily basis. Services monitored include the number of: 13 ▪ Calls the law firm takes • New requests for service • Outstanding calls at the end of each day • Members requiring a referral to a network attorney • Referrals assigned LegalShield Provider Law Firms adhere to the following service standards for our members: • Return Call from Attorney: 8 Business Hours • Document Review: 3 Business Days • Letter or Phone Call: 3 Business Days • Will Preparation: 10 Business Days • Referrals: 3 Business Days In addition, our plans are simple for employers to administer and for employees to understand. Our plans are simple to implement because we have no time consuming administrative duties for you or your employees. We make it easy for you to provide an exceptional benefit for your employees with minimal to no cost to the group. We work with your enrollment, billing, and payment requirements and provide enrollment materials at no cost. There are no claims, deductibles, reimbursements and no in - and out -of -network decisions to be made. b) Provide a directory of Proposer's network panel attorneys by geographic location to include South Florida, Florida statewide and nationwide. identify number of participating attorneys in: a) Miami -Dade County; b) Broward County; c) Palm Beach County; and d) the State of Florida. Provider directory shall be included as attachment to the proposal in both hard copy and in electronic Excel file. What makes LegalShield different is how our members engage their attorneys. LegalShield provides our members with immediate, direct, centralized toll -free access to the Provider Law Firm in their state. These Provider Law Firms are already committed to LegalShieid's members and waiting to deliver answers and peace of mind. They are paid in advance on a per capita basis, ensuring they are motivated to focus on providing good service to the member, not on billing. No more random searching a long list of "in -network" lawyers hoping to get the right one, hoping someone calls back and hoping they can resolve the issue and explain it in a straight -forward way. Your employees immediately start getting answers with one -toll free number. A breakdown of the locations is included in Attachment H. c) Describe how Proposer performs member satisfaction surveys on a continuing basis. Identify how often surveys are conducted and provide a copy of the most recent survey results. State whether Proposer is willing to conduct client specific member satisfaction surveys, at no cost to the City. We conduct surveys on an ongoing basis to gather monthly Net Promoter Scores (NPS) on both consultation and restoration. Our LegalShield product currently has a NPS of 55. Net Promoter Score (NPS) is a tool that can be used to gauge how people feel about your company by asking them one question that they must answer on a scale of 0-10: 'How likely are you to recommend this brand (company, product, etc) to a friend or colleague?'. "Promoters" (9-10) are loyal enthusiasts who keep buying from a company and urge their friends to do the same. " Passives" (7-8) are satisfied but unenthusiastic customers who can be easily wooed by the competition. And "detractors" (0-6) are unhappy customers trapped in a bad relationship. The NPS is calculated by subtracting the detractors from the promoters. To understand the valuation, the NPS of some benchmark companies are as follows (as of 3/2015): Costco — 79, Apple — 67, Amazon — 64. LegalShield is willing to conduct a client specific member satisfaction survey by email at no cost to the City of Miami. a) Please complete the provided chart of Proposer legal organization's utilization by the following service types that are projected for Calendar Year 2017. LegalShield ran the utilization numbers and projected an average on the City of Miami's account. We expect the numbers to remain consistent with average listed below. Proposer's Projected Utilization CY 2017 and CY 2018 Service Provided Projected CY 2017 # of Claimants Projected CY 2018 # of Claimants Bankruptcy 2 2 Divorce 1 1 Family law Decrees 3.33 3.33 Adoption 0 0 Name Change 0 0 Service Provided Projected CY 2017 of Claimants Projected CY 2018 # of Claimants Estate Administration and Closing 2.67 2.67 Consumer Protection 4.3 4.3 IRS Audit/Collection Defense 1.3 1.3 Guardianship / Conservatorship 1 1 Will Preparation 2.67 2.67 Property Transfers 2 2 Property Protection 2 2 Administrative 0 0 Online Services 4.3 4.3 Telephone Legal Services Do not capture Do not capture Telephone Financial Services 4.3 4.3 In Office Advice Do not capture Do not capture All Other 9 9 TOTAL # of CLAIMANTS 39.87 39.87 15 10. Price Proposal Proposer shall submit its Price Proposal for the Group Legal Services on Attachment B1 and for the ID Theft Services on Attachment B2, titled Price Proposal Schedule. This information is included in Attachment Bland B2. 16 Solicitation Type and Number: CITY OF MIAMI LOCAL OFFICE CERTIFICATION (City Code, Chapter 18, Article III, Section 18-73) RFP 616390 (i.e. IFQ/IFB/RFP/RFQ/RFLI No. 123456) Solicitation Title: Request for Proposals for Group Legal Services and Identity Theft Services LegalShield (Bidder/Proposer) hereby certifies compliance with the Local Office requirements stated under Chapter 18/Article III, Section 18-73, of the Code of the City of Miami, Florida, as amended. Local office means a business within the city which meets all of the following criteria: (1) Has had a staffed and fixed office or distribution point, operating within a permanent structure with a verifiable street address that is located within the corporate limits of the city, for a minimum of twelve (12) months immediately preceding the date bids or proposals were received for the purchase or contract at issue; for purposes of this section, "staffed" shall mean verifiable, full-time, on -site employment at the local office for a minimum of forty (40) hours per calendar week, whether as a duly authorized employee, officer, principal or owner of the local business; a post office box shall not be sufficient to constitute a local office within the city; (2) If the business is located in the permanent structure pursuant to a lease, such lease must be in writing, for a term of no less than twelve (12) months, been in effect for no less than the twelve (12) months immediately preceding the date bids or proposals were received, and be available for review and approval by the chief procurement officer or its designee; for recently -executed leases that have been in effect for any period less than the twelve (12) months immediately preceding the date bids or proposals were received, a prior fully -executed lease within the corporate limits of the city that documents, in writing, continuous business residence within the corporate limits of the city for a term of no less than the twelve (12) months immediately preceding the date bids or proposals were received shall be acceptable to satisfy the requirements of this section, and shall be available for review and approval by the chief procurement officer or its designee; further requiring that historical, cleared rent checks or other rent payment documentation in writing that documents local office tenancy shall be available for review and approval by the chief procurement officer or its designee; (3) Has had, for a minimum of twelve (12) months immediately preceding the date bids or proposals were received for the purchase or contract at issue, a current business tax receipt issued by both the city and Miami - Dade County, if applicable; and (4) Has had, for a minimum of twelve (12) months immediately preceding the date bids or proposals were received for the purchase or contract at issue, any license or certificate of competency and certificate of use required by either the city or Miami -Dade County that authorizes the performance of said business operations; and (5) Has certified in writing its compliance with the foregoing at the time of submitting its bid or proposal to be eligible for consideration under this section; provided, however, that the burden of proof to provide all supporting documentation in support of this local office certification is borne by the business applicant submitting a bid or proposal. FORM -City of Miami Local Office Certification 7/22/2013 17 PLEASE PROVIDE THE FOLLOWING INFORMATION: 3idder/Proposer Local Office Address: Does Bidder/Proposer conduct verifiable, full- time, on -site employment at the local office for a minimum of forty (40) hours per calendar week? [1 YES ✓ NO If Bidder/Proposer's Local Office tenancy is pursuant to a lease, has Bidder/Proposer enclosed a copy of the lease? 1 YES NO it N/A Has Bidder/Proposer enclosed a copy of the Business Tax Receipt (BTR) issued by the City of Miami and Miami -Dade County? City of Miami: YES 7 NO Exempt Cite Exemption: Miami -Dade County: YES NO I n I Exempt Cite Exemption: Has Bidder/Proposer enclosed a copy of the license, certificate of competency and certificate of use that authorizes the performance of Bidder/Proposer's business operations? YES NO BidderfProposer's signature below certifies compliance with the Local Office requirements stated under Chapter 18/Article III, Section 18-73, of the Code of the City of Miami, Florida, as amended. Alicia Underwood Print Name (Bidder/Proposer Authorized Representative) (AlifiLL Signature cc — ,o g--(/ f Date FORM -City of Miami Local Office Certification 7/22/2013 18 o vm STATE OF COUNTY OF Certified to and subscribed before me this '' day of � , 20 i , by Notary Public Oklahoma Pontotoc County LISA Y. DANIEL Commission # 11011170 Expires: December 13, 2019 (NOTARY SEAL) Si nature \Of Not ry Public -State of Via) (Name of Notary Typed, Printed, or Stamped) Personally Known OR Produced Identification Type of Identification Produced FORM -City of Miami Local Office Certification 7/22/2013 19 State of Florida Departrnent of State I certify from the records of this office that PRE -PAID LEGAL SERVICES, INC. OF FLORIDA is a corporation organized under the laws of the State of Florida, filed on March 13, 1980. The document number of this corporation is 659157. 1 further certify that said corporation has paid all fees due this office through December 31, 2016, that its most recent annual report/uniform business report was filed on April 28, 2016, and that its status is active. I further certify that said corporation has not filed Articles of Dissolution. Given under my hand and the Great Seal of the State of Florida at Tallahassee, the Capital, this the Twenty-eighth day of April, 2016 OA% 040A Secretary of Suite Tracking Number: CC3246681724 To authenticate this certificate,visit the followinb site,enter this number, and then follow the instructions displayed. https://services.sunbiz.org/Filings/Certificate©(Status/CertificateAuthentication City of Miami, Florida RFP 616390 ATTACHMENT B1 PRICE PROPOSAL SCHEDULE GROUP LEGAL SERVICES (Category 1) A. PREMIUM STRUCTURE: The Proposer shall state its proposed rates for providing all Services as stated in Section 5, Submission requirements of this RFP. TOTAL PROPOSED PREMIUM* $ 153,279.36 *Sum of No. 1, 2, 3 Annual Premium Totals for the initial three (3) Plan Years: Plan Year 2017 through Plan Year 2019. PREMIUMS — GROUP LEGAL SERVICES PLAN OF BENEFITS 2017 Plan Year (6/1/17 — 5/31/18) Tier Estimated Population Standard Plan Bi-Weekly Rate Estimated Premium (# of Enrollees x Bi-Weekly Rate x 26 Weeks) Employee only 45 $ 7.36 $ 8611.20 Employee + 1** 145 $ 7.36 $ 27747.20 Employee + 2 or More* 50 $ 7.36 $ 9568.00 1. Annual Premium Total $ 45926.40 2018 Plan Year (6/1/18 — 5/31/19) Tier Estimated Population Standard Plan Bi-Weekly Rate Estimated Premium (# of Enrollees x Bi-Weekly Rate x 26 Weeks) Employee only 50 $ 7.36 $ 9568.00 Employee + 1** 160 $ 7.36 $ 30617.60 Employee + 2 or More* 55 $ 7.36 $ 10524.80 2. Annual Premium Total $ 50710.40 2019 Plan Year (6/1119 — 5/31/20) Tier Estimated Population Standard Plan Bi-Weekly Rate Estimated Premium (# of Enrollees x Bi-Weekly Rate x 26 Weeks) Employee only 55 $ 7.36 $ 10524.80 Employee + 1** 176 $ 7.36 $ 33679.36 Employee + 2 or More* 65 $ 7.36 $ 12438.40 3. Annual Premium Total $ 56642.56 Notes: **Tier rates "Employee + 1" and "Employee + 2 or More' shall include employee rate. 21 Ci1y of Miami, Florida RFP 616390 (1) Proposer's price Proposal may not be contingent on any assumptions or proposed restrictions. Any price Proposal that is conditioned may be deemed non -responsive. (2) Wherein there may be extension errors in the proposed premium totals, the unit prices (bi- weekly rates) shall prevail and the City maintains the right to correct any Total Proposed Premium prepared by the Proposer. Notwithstanding the Proposer's Proposed Premium Totals, premiums to the Successful Proposer shall be based on the actual enrollment of employees in the plans. (3) Any quoted premium rates supplied shall be all-inclusive. No "add -on" charges for Services shall be accepted. (4) Commissions (to agents, brokers, etc.) shall not be included in any of Proposer's Proposal assumptions or price, unless required by law. (5) Premiums shall not be adjusted at any time during the Plan Year unless the City requests and agrees to contractual changes. (6) All rates shall be guaranteed for the initial three (3) Plan Years. Price shall not be contingent upon minimum participation requirements. Any extensions pursuant to Section 2 of the Professional Services Agreement will be at the then current rates, unless the City approved an increase in the rates. (7) There shall be no additional costs to the City for: a. All enrollment materials; b. Updates prepared and submitted for inclusion in benefits booklet; c. All reports as stated in the Solicitation; d. Contract termination (whether on or off the anniversary date). (8) Proposed rates in this Section will be used to determine the price points for the Price criterion as indicated in Section 6 of this RFP. B. OPTION TO RENEW YEARS Guaranteed rates for the two (2), one (1) year option to renew periods (beyond the initial three (3) Plan Years) are referred. 2020 Plan Year (6/1120 — 5/31/21) Tier Estimated Population Standard Plan Bi-Weekly Rate Estimated Premium (# of Enrollees x Bi-Weekly Rate x 26 Weeks) Employee only 60 $ 7.36 $ 11481.60 Employee + 1** 194 $ 7.36 $ 37123.84 Employee + 2 or More* 72 $ 7.36 $ 13777.92 Annual Premium Total $ 62383.36 2021 Plan Year (6/1/21 — 5131/22) Tier Estimated Population Standard Plan Bi-Weekly Rate Estimated Premium (# of Enrollees x Bi-Weekly Rate x 26 Weeks) Employee only 66 $ 7.36 $ 12629.76 Employee + 1** 215 $ 7.36 $ 41142.40 Employee + 2 or More* 80 $ 7.36 $ 15308.80 Annual Premium Total $ 69080.96 **Tier rates "Employee + 1" and "Employee + 2 or More' shall include employee rate. 22 City of Miami. Florida RFP 616390 Option Year 2020 Yes Will Proposer guarantee its 2019 rates for this option year? X If "No", describe Proposer's guaranteed cap, if any, including conditions. for this option year. Option Year 2021 Will Proposer guarantee its 2020 rates for this option year? Yes X If "No", describe Proposer's guaranteed cap, if any, including conditions, for this option year. No Note: (1) Section B is for informational and negotiations purposes only and will not be utilized for scoring purposes. C. CONVERSION Nhat would be the City's charge for Group Legal Services plan conversion upon termination of coverage? Note: (1) The above conversion rates shall be guaranteed for the term of the Contract. (2) Section C is for informational and negotiations purposes only and will riot be utilized for scoring purposes. 23 City of Miami, Florida RFP 616390 ATTACHMENT B2 PRICE PROPOSAL SCHEDULE IDENTITY THEFT PROTECTION SERVICES (ID THEFT SERVICES) (Category 2) A. PREMIUM STRUCTURE: The Proposer shall state its proposed rates for providing all services as stated in Section 4, and in Attachment C, Identity Theft Services Questionnaire. TOTAL PROPOSED PREMIUM* $ 67,785.90 *Sum of No. 1, Annual Premium Totals for the initial three (3) Plan Years: and the two (2) renewal Plan Years INITIAL TERM — ID THEFT SERVICES Estimated Population B-Weekly Rate Estimated Premium (# of Enrollees x Bi-Weekly Rate x 26 Weeks X 3) Individual Family 50 150 Individual $4.13 Family $6.90 Individual Family $5369 $26910 Total Premium for Initial Term $ 32,279 OPTION TO RENEW YEARS — ID THEFT SERVICES Guaranteed rates for the two (2), one (1) year option to renew periods (beyond the initial three (3) Plan Years) are preferred. Estimated Population B-Weekly Rate Estimated Premium (# of Enrollees x Bi-Weekly Rate x 26 Weeks X 2) Individual 55 Individual $4.13 Individual $5905.90 Family 165 Family $6.90 Family $29601.00 Total Premium for Option to Renew Term $ 35,506.90 Notes: (1) Proposer's price Proposal may not be contingent on any assumptions or proposed restrictions. Any price Proposal that is conditioned may be deemed non -responsive. (2) Wherein there may be extension errors in the proposed premium totals, the unit prices (bi- weekly rates) shall prevail and the City maintains the right to correct any Total Proposed Premium prepared by the Proposer. Notwithstanding the Proposer's Proposed Premium Totals, premiums to the Successful Proposer shall be based on the actual enrollment of employees in the plans. (3) Any quoted premium rates supplied shall be all-inclusive. No "add -on" charges for Services shall be accepted. (4) Commissions (to agents, brokers, etc.) shall not be included in any of Proposer's Proposal assumptions or price, unless required by law. 24 City of Miami, Florida REP 616390 (5) Premiums shall not be adjusted at any time during the term of the contract unless the City requests and agrees to contractual changes. (6) All rates shall be guaranteed for the initial three (3) Plan Years. Price shall not be contingent upon minimum participation requirements. Any extensions pursuant to Section 2 of the Professional Services Agreement will be at the then current rates, unless the City approved an increase in the rates. (7) There shall be no additional costs to the City for: a. All enrollment materials; b. Updates prepared and submitted for inclusion in benefits booklet; c. All reports as stated in the Solicitation; d. Contract termination (whether on or off the anniversary date). (8) Proposed rates in this Section will be used to determine the price points for the Price criterion as indicated in Section 6 of this RFP. Option Year 2020 Will Proposer guarantee its 2019 rates for this option year? Yes X No If "No", describe Proposer's guaranteed cap, if any, including conditions, for this option year. Option Year 2021 Will Proposer guarantee its 2020 rates for this option year? Yes X No If "No", describe Proposer's guaranteed cap, if any, including conditions, for this option year. Note: Section B is for informational and negotiations purposes only and will not be utilized for scoring purposes. 25 ATTACHMENT C PLAN DESIGN BENEFITS - GROUP LEGAL SERVICES Description Plan Benefits Cost In/Out of Network Other Notes 1 Dissolution of Marriage Yes. Includes initial advice/consultation, letter:phone call. document review (up to 15 pages) and 25% discount on additional services. In Network. Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 2 Family Yes. Includes initial advice/consultation, letter/phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 3 Adoption Yes. Includes initial advice/consultation, letter/phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 4 Guardianship / Conservatorship Yes. Includes initial advice/consultation. letter/'phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 5 Insanity / lnfirmaty Proceedings Yes. Includes initial advice/consultation, letter phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 6 Juvenile Court Yes. Includes initial advice/consultation, letter phone call; document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 7 Name Change Yes. Includes initial advice/consultation, letter'phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as serN ices rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 8 Personal Health Care Yes. Includes initial advice/consultation, letter/phone call, document review (up to 15 pages) and 25°%° discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 9 Pre Nuptial Agreement Yes. Includes initial advice/consultation, letter.'phone call, document review (up to 15 pages) and 25% discount on additional services. En Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 10 Protection of Inheritance Rights Yes. Includes initial advice/consultation, letter/phone cal], document review (up to 15 pages) and 25°43 discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 1 1 VV liS Yes, simple will with annual updates. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 12 Power of Attorney Yes, healthcare POA included; durable POA at 25% preferred member's discount In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 13 Bankruptcy Yes. Includes initial advice/consultation, letter/phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 27 14 Consumer Protection Yes. Includes initial advice/consultation, letter'phone call, document review (up to 15 pages) and 25% discount on additional services. In Network TBenefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law fines or subsequently through their contracted referral attorneys. 15 Defense of Civil Damage Claims Yes. Includes initial advice/consultation, letter/phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 16 Labor / Employment Yes. Includes initial advice/consultation, Ietter`phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 17 IRS Yes. Includes 1 hour attorney time plus 2.5 hours if settlement not achieved in 30 days. Includes initial advice/consultation, letter./phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attomev s. 18 Estate Administration / Closing Yes. Includes initial advice/consultation. letter/phone call. document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 19 Property Transfers Yes. Includes initial advice/consultation, letter'phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 20 Landlord / Tenant Matters Yes. Includes initial advice/consultation, letter/phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 28 21 Purchase / Sale of Secondary Residence Yes. Includes initial advice/consultation, letter'phone cal], document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the Legal Shield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 22 Criminal Defense Yes. Includes initial advice/consultation, letter.'phone call, document review (up to 15 pages) and 25% discount on additional services. En Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 23 Expungement Yes. Includes initial advice/consultation, letter'phone call. document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 24 Habeus Corpus Proceedings Yes. Includes initial advice/consultation, letter'phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 25 Criminal - Misdemeanor Protection Yes. Includes initial advice/consultation, letter phone call, document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 26 Defense of Civil Damage Claims Yes, Includes initial advice/consultation, letter/phone cal], document review (up to 15 pages) and 25% discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 27 Preventative Yes. Phone call and letter on the members behalf. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 29 28 Major Trial Assistance if you or your spouse are named defendant or respondent in a covered civil action filed in court In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 29 Administrative Hearings Yes, Includes initial advice/consultation, letter?phone call, document review (up to I5 pages} and 25°%o discount on additional services. In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 30 Other Services (Optional) Motor vehicle Services. 2,17 Emergency Assistance for covered matters, LegalShield mobile app and IDShield mobile app, In Network Benefits provided by the LegalShield membership are considered in network as services rendered are through our contracted law firms or subsequently through their contracted referral attorneys. 30 ATTACHMENT D Performance Guarantee Provision Worksheet — Group Legal Services (Category 1) Performance Criteria Performance Standards Plan Year 2017-2018 Plan Year 2018-2019 Plan Year 2019-2020 Option to Renew and Extension Periods Fees at Risk Percentage of Total Fees for the Years that Selected Proposer will Pay to the City if Performance Standard is Not Met Total Annual Fees at Risk Total 2017-2018 Percentage of Fees at Risk: Total 2018-2019 Percentage of Fees at Risk: Total 2019-2020 Percentage of Fees at Risk: Total Option to Renew and Extension Periods Percentage of Fees at Risk: Capped at annual Value not to exceed: Capped at annual Value not to exceed: Capped at annual Value not to exceed: Capped at annual Value not to exceed: 31 LegalShield's Performance Standards Performance Criteria Performance Standards Fees at Risk Attorney Return call from the Attorney within 10 hours 90% of the time 3% Document review and letter written within three business days 90% of the time 3% Defined emergency situations calls answered within one hour 90% of the time 3% Attorney Complaint to attorney request for service 90% of the time 3% Member Services Calls answered by the Member Services team dedicated to group accounts answered within 30 seconds 90% of the time 3% Abandon rate of less than 3% of calls to Member Services 90% of the time 3% Complaints resolution addressed within 48 hours 90% of the time 3% 32 ATTACHMENT E ID Theft Services Questionnaire (Category 2} SECTION 1: QUESTIONNAIRE Following is a list of requirements for the identity Theft Services (ID Theft Services). Using the respo nse codes below, pleas indicate the features provided by your product. Proposers are required to provide a YES/NO response for each item in Section A below. YES response —Service is available and is included in the proposed price NO response —Service is not availa ble at the current time. If Service will be available at a future date, please note version and anticipated release under comments column below. QUESTIONS YES NO 1 I Does Proposer provide credit card monitoring? X 2 ' Does Proposer provide public records monitoring? X 3 Does Proposer provide application monitoring? X 4 ; Does Proposer provide medical records monitoring? X 5 I Does Proposer provide address change monitoring? X 6 I Does Proposer provide credit report monitoring? X 7 Does Proposer provide social security number monitoring? X g Does Proposer provide bank record monitoring? X bank accounts numbers are monitored; not bank records 9 Does Proposer provide financialaccount records monitoring? X ID 1 Does Proposer have a help desk with toll free phone number? X 11 Is Proposer's help desk staffed by Proposer's own employees? X 12 Does Proposer's service include legalconsultation benefits? X 13 Does Proposer's service include Internet surveillance monitoring? X 14 What dollar amount does Proposer guarantee annually? X We provide a $5 million service guarantee; there is not time stipulation 15 Does Proposer's service offer other protection? X Full identity restoration with licensed private investigators 36 Can Proposer detect Synthetic Identity Theft? X 17 Does Proposercover pre-existing conditions? X 18 Does Proposer have individuals on staff that are bi-lingual (Spanish/Creole)? X Spanish 19 Does Proposer have dedicated privacy or compliance officers? X 20 I Will Proposer allow an audit of Proposer's operations with respect to Proposer's compliance with privacy and data protection requirements? X 21 22 Has Proposer ever had unauthorized access by an unaffiliated third party to systems focused on X Is Proposer SSAE 76 Certified where appropriate? Please provide appropriate documentation. X 33 23 Is Proposer PCI Certified? If so provide appropriate documentation. X 24 Is Proposer HIPPA compliant? If so provide appropriate documentation. X -N/A 25 Does Proposer use any third parties to provide services offered? X 26 If so have a ny of Proposer's subcontractors been in business for less than five (5) yea rs? X 34 SECTION 2: PROPOSER'S EXPERIENCE, QUALIFICATIONS, KEY PERSONNEL, AND APPROACH Active participants who are victims of identity theft may access a 24/7/365 staff contact center that can provide immediate and active theft resolution customer care services. Automated responses are not satisfactory to provide 24/7/365. 1. Provide a detailed list of comparable Contracts of similar scope which the Proposer has either ongoing or completed within the past three (3) years. The description should identify for each Contract: a. Client; b. Description of the Services provided; c. Annual ltotal dollar value of Contract; d Contract duration; e. Client contact person, title, email and phone number; f. . Statement of whether Proposer is/was the Prime Contractor or subcontractor; g. Detail Proposers responsibilities; Where possible, list and describe those Services performed for governmental clients of similar size, and of similar seed private entities. Please see Attachment F for a list of the references. LegalShield has 43 group accounts w th 4,000 or more employees. 35 How many total I clients is Proposer currently serving? How many of those are governmental clients? LegalShield has approximately 34,000 group accounts with 43 of those being governmental clients with 4,000 or more employees. LegalShield has 676 state agency accounts, 1637 city government accounts and 897 county government accounts. We have been providing service to this industry for over 3D years. 3. Does Proposer's proposed services/products have endorsements from national organizations, such as Better Business Bureau? Please list and explain. We currently have an A+ rating with the Better Business Bureau. 4. How many employees does Proposer employ? What percentage of these employees will be dedicated to the ID Theft Services? LegalShield employs 768 employees. Member Services has 220 employees and 150 of those are trained to help with lDTheft Services. We also have a Product Manager that focuses on the ID Theft. 5. Describe practices and measures implemented by Proposer to maintain the security of a II data. Data All information is stored on LegalShield servers located in the United States. Procedural and technical safeguards are in place to protect personal information against foss or theft as well as unauthorized access and disclosure. Information is treated as an asset that must be protected against loss and unauthorized access. Several security technologies are utilized to protect information from unauthorized access inside and outside of LegalShield. Extended Validation Secure Socket Layer certificates are in use when personal information is uploaded or viewed on our website. Each associate and member has a unique user name and password that must be entered every time a user logs on to our website. Firewalls and layered security technologies prevent interference or access from outside intruders. The website is hosted on servers located in a secure data center. LegalShield collects non-public personal information from the following sources: • information that is received from applications or other forms such as name, address, social security number, and payment instructions; • Information that is provided during visits to our web site or calls to customer service representatives • Information about your transactions with LegalShield, our affiliates or others. LegalShield does not disclose non-public personal information about our 36 customers or former customers to non-affiliated entities except as described below and otherwise permitted by law. LegalShield may disclose all of the information collected, as describecl above, to Provider Law Firms and companies that assist us in the servicing or administration of the product that you have requested or authorized. When information is shared with companies that perform services on the behalf of LegalShield, LegalShield protects against the subsequent disclosure of that information with a confidentiality agreement. In no event does LegalShield disclose your personal information to companies that will use that information to contact you about their own products or se rvices. Proactive Assessments A proactive method to manage potential risk to network and server security is to conduct regular internal and external vulnerability assessments. We hire security experts to conduct annual internal vulnerability assessments and quarterly external vulnerability assessments. Additionally, we conduct quarterly internal vulnerability assessments. The assessment findings provide confirmation of our working security practices as well as identify opportunities for improvement. Any findings or recommendations are discussed and appropriate corrective action is taken to address suspected vulnerabilities. This process continually improves our overall infrastructure and security posture. We test internal controls as required by executive management to confirm our strong security measures. We have implemented best practices for security measures where possible. We contract with third -party auditors and controls experts to test and verify that our internal controls for business applications and information technology are designed and operating effectively. This testing is further confirmation that we have effective security measures in place and that your information is protected. On a regular basis, we recertify system and information users to ensure access is restricted based upon job duties. We use the least -privilege concept for providing access to information resources. Each user has only the access necessary to perform their job duties. Department managers direct appropriate changes to user access for their employees when necessary. When changes are made to user access the department manager is required to confirm the changes were implemented. 6. Describe any other information that the City may need about Proposer to make a decision LegalShield its your current provider of legal and identity theft plans. We have been providing services for the City of Miami since 1998. We can provide onsite enrollments and seminars/workshops. We have new technology available such as our mobile apps for our plans. The LegalShield app connects you to your provider law firm and if you get a ticket you can "snap" a picture of your speeding ticket. The IDShield app allows you to get notified immediately when monitoring triggers an alert. Ask by LegalShield give you access to quick information about a legal situation or problem you are experiencing. 37 7 List all of the data sources,records, and all other sourcesthat Proposer monitors for identitytheft, what each source isdesigned to monitoring, and the available reach of the specified monitor. IDShield offers a variety of monitoring services (credit monitoring, Internet monitoring, court records monitoring, payday loan, address change verification) that monitor a variety of information and identifiers for members and can be used as a tool by the individual in detecting potential identity theft. These services typically provide an alert when a change or new information is found —this could be known or authorized activity by the member (i.e., the member is engaged in obtaining a loan) or it could be unauthorized or unrecognized activity (i.e., the member's credit card information is found on the dark web, or there is an unknown address associated with the member's name and SSN). Because there are a variety of monitoring tools, information comes from a wide variety of sources, both legitimate (such as the credit bureaus or city, county and state public databases) and criminal (including sites known for the buying and selling of stolen identifiers). 8. What other protective features does Proposer offer? In addition to extensive monitoring, IDShield also provides unlimited consultation for its members which means that they can cal! IDShield to get advice or have questions answered on any topic related to identity theft. Additionally, IDShield provides Lost Wallet Assistance, Reduced Junk Mail/Solicitation, Sex Offender Search, Data Breach Notifications, Live Support, 24/7 Emergency Access, a Mobile App, and a Monthly Newsletter. 9. How does Proposer alter subscribers of issues? Subscribers are altered of issues primarily via email. If the subscriber has the IDShield app downloaded, they will also receive alters through the app. 10. How many alerts did Proposer deliver to subscribers in 2015, and in 2016? 2015 — 4,781,243 2016 — 6,511,312 Does Proposer offer monitoring Services for family members? If so, how do the Services differ? Yes, IDShield offers a family plan that covers 2 adults and up to 8 children. Both adults get the same services that are available on the individual plan. The children have their Social Security Number monitored. Everyone in the family receives Unlimited Consultation and Complete Restoration. 12. How many credit reports are offered per account per employee (e.g. if employee elects family coverage, would each family member get their own credit score)? Each adult member in a family plan will get a credit score through TransUnion updated quarterly and shown via the Quarterly Score Tracker on both the dashboard and the 38 App. 13. How often are credit components updated? Credit Score is updated quarterly. Credit monitoring is continuous. 14. Describe Proposer's remediation process? If a member is a ,Ict of identity theft, the first step is to call IDShieid and speak with a licensed private investigator. Once the investigator has confirmed theft, the member will sign a limited power of attorney. After that is signed, the member's dedicated investigator will do the work to restore the member's identity back to it's pre -theft status and will keep the member informed of progress. Work does not stop until the member's identity is fully restored to it's pre -theft status. 15. What type of certificate ion does Proposer's resolution agents require? Our agents are Licensed Private Investigator and the team has nearly 30 years of combined experience in the field of identity theft -related counseling and identity restoration. They have extensive prior experience in fields such as banking, collections, insurance, background investigations, and credit reporting. Kroll investigators hold degrees in disciplines including Criminal Justice, Sociology, Psychology, Political Science and Business Management. The team is also certified CITRMS. Certain members of the team are Certified Fraud Examiners (CFE), as well as various other certifications. 16. Does Proposer offer ID Theft Expense Reimbursement insurance? What is the deductible? What are the sub -coverages or sub -limits? IDShield does not provide insurance, however we have a $5 Million Service Guarantee which means that we will do whatever it takes for as long as it takes to completely restore your identity back to its pre -theft status. D. List what is covered: Our 6DShield membership covers the following: Identity Consultation Services Members have unlimited access to identity consultation services provided by Kroll's Licensed Private Investigators. The Investigator will advise members on best practices for identity management tailored to the member's specific situation. Consultative services include: Privacy and Security Best Practice • Consult on best practices for the use and protection of a consumer's Social Security number and Personal Identifying Information (PH) • Provide consultation on current trends, scams and schemes related to identity theft and fraud issues • Discuss best practices forfinancial transactions, online activities and consumer fraud issues • Discuss the best practices for financial transactions, online activities and consumer privacy. • Provider the knowledge to best protect theft and to be aware of their rights under federal and state laws. • Help members interpret and analyze their credit report and take steps to reduce pre -approved credit offers • Consult with members regarding a public record inquiry, back ground search or credit freeze Event -Driven Consultation Support • Lost/stolen wallet assistance • Data Exposure/Data Breach 39 • Safeguards Alerts and Notifications • Monthly identity theft updates to help educate and protect • Data breach notifications Consultation Services are limited to the solutions, best practices, legislation, and established industry and organizational procedures in place in the United States and Canada as determined beneficial or productive by a Kroll Licensed Private Investigator. Privacy Monitoring Black Market Website Surveillance (Internet Monitoring) Monitors global black market websites, IRC (internet relay chat) channels, chat rooms, peer -to -peer sharing networks, and social feeds for a member's Personally Identifiable Information (PI1), looking for matches of name, date of birth, Social Security number, email addresses (up to 10), phone numbers (up to 10), driver's license number, passport number and/or medical ID numbers (up to 10). Address Change Verification Keeps track of a personal mailing address and alerts when a change of address has been requested through the United States Postal Service. Security Monitoring Black Market Website Surveillance (Internet Monitoring) Monitors global black market websites, IRC (internet relay chat) channels, chat rooms, peer -to -peer sharing networks, and social feeds for a member's Personally Identifiable Information (PII), looking for matches of Social Security number, credit card numbers (up to 10) and bank account numbers (up to 10). Court Records Monitoring Detects criminal activity that may be associated with an individual's personal information, alerting them to signs of potential criminal identity theft. Credit Monitoring members have access to continuous credit monitoring through TransUnion. The credit monitoring service will alert members to activity up to and including new delinquent accounts, fraud alerts, improved account, new account, new address, new bankruptcy, new employment, new account inquiry, and new public records. Credit Inquiry Alerts Members will be notified via email when a creditor requests their TransUnion credit file for the purposes of opening a new credit account. Included are accounts that result in a new financial obligation, such as a new cell phone account, a lease for a new apartment, or even for an application for a new mortgage. Quarterly Credit Score Tracker A quarterly credit score from TransUnion that plots the member's score quarter by quarter on a graph. Payday Loan Monitoring Alerts the subscriber when their personal information is associated with short- term, payday, or similar cash -advance loans. Minor Identity Protection (Family Plan only) Allows parents/guardians of up to 8 minors under the age of 18 to monitor for potential fraudulent activity associated with their child's SSN. Unauthorized names, aliases and addresses that become associated with a minor's name and date of birth may be detected. Identity Restoration Kroll's Licensed Private Investigators perform the bulk of the restoration work required to restore a member's identity to pre -theft status. IDShield Service Guarantee We don't give up until your identity is restored. We're confident in our ability to help protect your identity, but no one can prevent all identity theft. If you become a victim of identity theft while an IDShield member, we'll spend up to $5 million using Kroll's industry -leading Licensed Private Investigators to do whatever it takes for as long as it takes to help recover and restore your identity to its pre -theft status. Purchase of 1DShie/d requires member to have a valid email address. 1B. Listwhat is notcovered: N/A 19 Who isthe insuringcornpany? N /A 20. What are the Proposer's Customer Service hours? LegalShield's Member Services hours are 7:00am to 7:00 pm CT, Monday — Friday. 21. Describe Proposer's quality control process within Proposer's customer service department. Service is vitally important to LegalShield as that is what we market; quality control is built into our processes. Our service levels in Member Services must be maintained at the highest quality. In light of that, our agents go through a 6 week in -class room training period of intense product training so we can maintain our high service level requirements. They are then released to the floor with a service monitor who may spend as much as another 2 weeks of additional hands-on training with the agent. Calls are recorded and monitored, as required, to review and identity training issues. 22. Describe Proposer's enrollment process. For implementation, the client must provide access to the appropriate resources to identify how information will be provided to LegalShield on employees, such as file transfer of employee data. Additional details are reviewed and agreed to such as how enrollment will be implemented, etc. LegalShield will provide materials and make recommendations on enrollment that will provide the best results. Little ongoing administration is required to manage the program. Please see the next response for information on how the program is communicated to employees. To implement a voluntary employee benefits, we recommend the following effective three-part strategy. • First, marketing to employees prior to an onsite meeting, which would include email blasts, and effective placement and distribution of posters and brochures to promote the event. • Second, the onsite meeting itself, which would include a presentation, Q&A session and additional materials for employees to sign up or take home for later review. These onsite meetings usually generate the highest number of enrollees. 41 • Third, ongoing communications to encourage/remind `fate adopters' to sign up. LegalShield can provide email templates, payroll stuffers, breakroom posters and brochures to assist your company in promoting this benefit. In addition, LegalShield can provide a website customized for your company to further assist employees in taking advantage of LegalShield. 23. What pre -enrollment support is available? LegalShield will assign an Account Manager along with our Independent Associate to provide the assistance needed to coordinate enrollments. The City of Miami will have a representative available to do provide onsite enrollments, attend benefits fair, seminars, etc. 24. What post enrollment communications are sent and how are they sent? Members will receive a welcome email that provides information on engaging their provider law firm and activating their IDShield monitoring. Post -enrollment communications include monthly emails and notifications on publicly -reported data breaches, as well as special communications as new features are introduced. The group may also elect to have a LegalShield representative provide on -site lunch and learns, webinars, or other informative sessions on will preparation, identity theft, etc. 25 What steps are required to activate monitoring post -enrollment? What do family members need to do? To activate monitoring, a member must go to our online dashboard and authenticate their identity and enter the information they would like to have monitored. The spouse will go through the same process. One of the adults will enter any childrens' information for monitoring on their dashboard. 26. How does Proposer receive dependent data? LegalShield can capture dependent data through electronic files or the membership application. Members can also contact Member Services to provide this information. 27. What communications are sent to the employees during the Plan Year (alerts, monthly summary, etc.? Our members receive monthly newsletters and alerts. 28. Is the plan portable? And what is the rate impact? Yes, our plans are portable. Members may port the plan through a bank draft or credit card payment option. 29 Has Proposer ever misdirected personal information? If so, when? And what? Nc 30. In what countries, will subscriber personal information be stored? United States 31 Describe the area where Proposer's office is located including immediately adjacent business? 42 Our corporate operation is headquartered in Ada, Oklahoma with offices in Dallas, TX, New York City and two remote call centers located in Duncan, OK and Antlers, OK. The headquarters facility consists of a 177,000 square foot, state-of-the-art complex that houses all of the operational departments supporting membership application entry and related processing. The facility houses call centers handling customer service for members and associates, including staff responsible for commission payments, receipt of membership fees, general ledger accounting, human resources, internal audit and a department that manages and monitors provider law fine relationships. The lT data center is located in the headquarters facility. LegalShield uses internal IT expertise and follows internal business and IT policies and procedures to support its daily 1T administration and service operation. 32. What measures does Proposer use regarding data security including physical, logical and ethical? Physical Security at Corporate Headquarters Security guards and video cameras are present throughout the building grounds and within the building. The buildings and grounds are monitored 24 x 7. The first layer of physical security is the gate at the entrance to the property. The gates are open during normal business hours and visitors are required to register with the security guard at front desk. The second layer of physical security are the proximity card key readers, software and badges that control physical access to our buildings and all secured areas within the building. Off -hour access to the gate at the entrance to the property is controlled by card key access. Restricting physical access ensures that our computing assets (servers, network, information, etc.) are not exposed to unwarranted risks. The third layer of physical security is the restriction of physical access to the information centers to only those staff members required to have access to complete their job functions. All other staff members and vendors are required to sign -in and must be escorted for the duration of their visit. Logical Security Security software and devices are used to protect against unauthorized access, destruction, disclosure or modification of information and applications programs. Logical access controls are layered and govern access to the network, servers, applications and information. Logical access to the network, servers, applications and information is restricted to only those staff members required to have access to complete their job functions. All employees and contractors are required to login to the internal network first and authenticate which is the first layer of logical security. Once network access has been authenticated an internal user may login to servers or applications which requires additional authentication and is the second layer of logical security. Access privileges for users are established on a standard authorized access request process and granted in accordance with job -related duties. Our Content Management System for corporate websites can be accessed directly from the web for authorized employees and contractors. Data Protection 43 LegalShield has adopted an information classification system for all information under LegalShield control. Information classified as Confidential or Restricted is stored in a physically secure location. All Confidential information is encrypted when transmitted across public networks. Credit card information is transmitted to a third -party credit card processing company who dears the transactions and processes the payments. The credit card processing company has security practices in place to protect this information and is audited independently. When documents containing Confidential or Restricted information are disposed of, the documents are placed inside a locked shred bin or shredded immediately. Our electronic billing department verifies encryption methods that meet our requirements are being used when sensitive information such as electronic deposits and member information is being transmitted or received. Incident Detection, Response and Reporting A variety of resources is employed to record and analyze system activity for the express purpose of identifying unusual conditions or suspect activity. Exceptions are logged and investigated. Our incident detection procedures require that a suspected or actual incident be escalated immediately. Management is committed to following our incident response plan and all applicable local, state and federal law. 33. Describe Proposer's approach to ethical security breaches? LegalShield is committed to following all federal, state and local laws if a data breach occurs. Members will be notified in a timely manner either by email or letter. 34. What security measures are in place to prevent unauthorized access to a subscribers' s online dashboard account or phone account? The online account is protected by a username and password. To reset the password the member must know the username and their membership number. if they do not know both pieces of this information, then they will have to call member services and verify their identity prior to having the password reset. The member has to verify their name, address and phone number when they call member services. 35. Does Proposer have 24/7/365 security on site? No❑ Yes 1] {Please describe) Security guards and video cameras are present throughout the building grounds and within the building. The buildings and grounds are monitored 24 x 7 x 365. The first layer of physical security is the gate at the entrance to the property. The gates are open during normal business hours and visitors are required to register with the security guard at front desk. 36. Describe Proposer's security measures? Physical Security at Corporate Headquarters Security guards and video cameras are present throughout the building grounds and within the building. The buildings and grounds are monitored 24 x 7. The first layer of physical security is the gate at the entrance to the property. The gates are open 44 during normal business hours and visitors are required to register with the security guard at front desk. The second layer of physical security are the proximity card key readers, software and badges that control physical access to our buildings and all secured areas within the building. Off -hour access to the gate at the entrance to the property is controlled by card key access. Restricting physical access ensures that our computing assets (servers, network, information, etc.) are not exposed to unwarranted risks. The third layer of physical security is the restriction of physical access to the information centers to only those staff members required to have access to complete their job functions. All other staff members and vendors are required to sign -in and must be escorted for the duration of their visit. Logical Security Security software and devices are used to protect against unauthorized access, destruction, disclosure or modification of information and applications programs. Logical access controls are layered and govern access to the network, servers, applications and information. Logical access to the network, servers, applications and information is restricted to only those staff members required to have access to complete their job functions. All employees and contractors are required to login to the internal network first and authenticate which is the first layer of logical security. Once network access has been authenticated an internal user may login to servers or applications which requires additional authentication and is the second layer of logical security. Access privileges for users are established on a standard authorized access request process and granted in accordance with job -related duties. Our Content Management System for corporate websites can be accessed directly from the web for authorized employees and contractors. Data Protection LegalShield has adopted an information classification system for all information under LegalShield control. Information classified as Confidential or Restricted is stored in a physically secure location. All Confidential information is encrypted when transmitted across public networks. Credit card information is transmitted to a third -party credit card processing company who clears the transactions and processes the payments. The credit card processing company has security practices in place to protect this information and is audited independently. When documents containing Confidential or Restricted information are disposed of, the documents are placed inside a locked shred bin or shredded immediately. Our electronic billing department verifies encryption methods that meet our requirements are being used when sensitive information such as electronic deposits and member information is being transmitted or received. Incident Detection, Response and Reporting A variety of resources is employed to record and analyze system activity for the express purpose of identifying unusual conditions or suspect activity. Exceptions are fogged and investigated. Our incident detection procedures require that a suspected or actual incident be escalated immediately. Management is committed to following our incident response plan and all applicable local, state and federal law. 37. Describe Proposer's disaster recovery plan. Disaster Preparedness Every business is exposed to a range of threats, events and risks that could cause a disaster declaration. From power failures, fires, hazardous chemical spills, labor unrest, terrorist attacks on the company's facilities or nearby buildings, a disaster can quickly bring an organization's daily business operations to a halt. For this reason, Disaster Recovery (DR) and Business Continuity Planning (BCP) has become an essential element in LegalShield's strategic business plans. DR and BCP provides LegalShield an increased level of confidence that its business processes and the IT data processing center are prepared to respond to disaster events and recover and resume daily business operations. while preparing to restore operations at a new or repaired business location. During a declared disaster, senior management will authorize the relocation of Data Center services to an Alternate Site. LegalShield's recovery teams will implement the Alternate Site Recovery Strategy during an actual disaster to restore critical processing. LegalShield maintains, and annually tests, a comprehensive Business Continuity and Disaster Recovery Plan to mitigate the impact of disruptive conditions and major crises. 38, Provide any other relevant information Proposer may wish to share regarding Proposer's ID Theft Services Please Attachment I for a copy of the IDShield information. 46 Attachment F Reference Submittal Form CATEGORY: Both FIRM NAME: LegalShield Reference Section Summarized Requirements: Refer to the details in Section 3 Special Conditions, (Paragraph 3.6 References) to verify that the information provided will suffice as proof of meeting the requirements of this solicitation. Section 3.6 Past Performance Reference Check #1 Company/Organization Name: City of Jacksonville Address: 117 W Duval St., Ste, 375A, Jacksonville, FL 32202 Contact Person: Cynthia Peters Contact Phone Number: 904-630-1235 Contact E-mail (if applicable): Capeters@coj.net Date of Contract or Sale: May 1997 Jection 3.6 Past Performance Reference Check #2 Company/Organization Name: City of Atlanta Address:68 Mitchell St. SW, Atlanta, GA 30303 Contact Person: Yvonne Cowser Yancy Contact Phone Number:404-330-6408 Contact E-mail (if applicable): YYancy@atlantaga.gov Date of Contract or Sale: November 2013 Section 3.6 Past Performance Reference Check #3 Company/Organization Name: City of Cincinnati Address:801 Plum St., Rm. 206, Cincinnati, OH 45202 Contact Person: Harry Barnes Contact Phone Number: 513-357-7473 Contact E-mail (if applicable); Date of Contract or Sale: June 2004 47 Attachment G: Sample Legal Plan Membership Contract & Information LegalShield" Dear Member: In consideration of payment of the membership fee and abiding by the terms and conditions of this Con- tract and any attached endorsements, the Covered Person will receive the herein contained benefits. Such benefits will be provided by attorneys designated by the Company, who are duly licensed, practicing attor- neys (referred to as the Provider Attorney). This Contract only covers legal matters within the state of the Named Member's primary residence, EXCEPT the Provider Attorney will secure and pay for the services of an attorney licensed to practice law in the jurisdiction in which the Covered Person's problem arises and whereby the Covered Person will receive needed services which will be rendered pursuant to the terms of this Contract. Should the Named Member move to another state, the Company, at its option, may transfer the Named Member's Contract to one available in that state. TITLE I: LEGAL CONSULTATION AND LEGAL ASSISTANCE SERVICES A. The Covered Person may receive toll -free telephone consultations on unlimited legal matters, per- sonal and/or business. to the extent that the Provider Attorney deems it necessary to adequately advise the Covered Person on the legal matter. Additionally, if, in the Provider Attorney's Professional Judgment, the legal matter cannot be adequately addressed during the telephone consultation, the Provider Attorney will provide up to one (1) hour of legal research concerning the matter at no additional charge. For this consul- tation and advice, the Covered Person may call the appropriate telephone number listed on the member- ship card during regular office hours; except on holidays. B. If the consulting Provider Attorney, in his/her Professional Judgment, determines from the toll -free consultation with the Covered Person that either a telephone call or a letter would be of further assistance to the Covered Person, then in that event, the first such letter or telephone call for each non -related personal legal subject matter per Membership Year will be written or made on behalf of the Covered Person at no additional charge. The Covered Person is also entitled to a maximum of two (2) such letters or phone calls per Membership Year on business legal matters with no more than one (1) per subject matter. Any additional telephone calls or letters from the Provider Attorney after the first one (1) per subject per Member- ship Year will be provided at a discount of twenty-five percent (25%) from the Provider Attorney's standard rate, C. After consultation, the Covered Person may have reviewed by the Provider Attorney at no additional charge, any personal legal document of ten (10) pages or less in which the Covered Person is a contracting party. Additionally, the Covered Person may have reviewed one (1) business legal document of ten (10) OFFERED BY: PRE -PAID LEGAL SERVICES, INC. OF FLORIDA ONE PRE -PAID WAY - P.O. BOX 145 ADA, OKLAHOMA 74820 1-800-654-7757 PPLSF-242(02/ i3) 48 pages or less, per Membership Year. in which the Covered Person is signing on behalf of the business owned by the Covered Person. The Covered Person shall mail a copy of the document to be reviewed, retaining the original, together with his/her telephone number, to the Provider Attorney. The Provider Attorney will review the copy and thereafter advise the Covered Person by telephone. D. The Named Member is entitled to have his/her Last Will and Testament prepared according to his/ her testamentary desires and needs, at no additional charge, by the Provider Attorney. Any other Cover- ed Person shall be entitled to have his/her Last Will and Testament prepared according to his/her testa- mentary desires and needs, upon the advance payment to the Provider Attorney of Twenty Dollars ($20) for each Last Will and Testament. Any Covered Person desiring a Last Will and Testament should com- plete a copy of the attached Will Questionnaire, and return it by mail to the Provider Attomey. Execution and storage of any Last Will and Testament shall be the sole responsibility of the Named Member or Cov- ered Person (Testator). E. The Named Member shall be entitled once during each Membership Year, at no additional charge, to have the Provider Attorney review his/her Last Will and Testament to make any changes thereto which are necessary at that time to continue to satisfy the testamentary desires and needs of the Named Member. Any other Covered Person shall be entitled to an annual review of his/her Last Will and Testament with the Provider Attorney at no additional charge, but if any changes are required or necessary, they shall be done only after the Covered Person has paid the sum of Twenty Dollars ($20) per Last Will and Testament to the Provider Attorney. The Named Member and Covered Person have the sole responsibility to initiate the annual review, and such review rights do not accrue from year to year. F. Once a Covered Person has been determined to be entitled to benefits under any other Title of this Contract, the Covered Person shall communicate only with the specific attorney or attorneys handling those benefits rather than utilizing the benefits under this Title for that legal matter. This limitation is provided to facilitate the most effective representation of the Covered Person. TITLE II: MOTOR VEHICLE RELATED BENEFITS The benefits under Title II are available fifteen (15) days after the Effective Date of this Contract. Any matter arising or reasonably anticipated or foreseeable prior to the expiration of the fifteen (15) day waiting period shall be considered a Pre-existing Condition and will not be covered. If the Covered Person, while driving any Licensed Motor Vehicle, with the express consent and permis- sion of the owner of said vehicle, shall have a collision or be charged with a moving traffic violation, the Covered Person will be entitled to the following services from the Provider Attorney, in the court of original jurisdiction. A. Defense of all moving traffic violations during the Membership Year. B. Defense of the Covered Person on any criminal charge for Manslaughter, Involuntary Manslaughter, Negligent Homicide, or Vehicular Homicide, arising from the permitted use of a Licensed Motor Vehicle. C. A total of two and one-half (2-1/2) hours of attorney time at no additional charge in each of the fol- lowing situations: 1. When the Covered Person has been denied a driver's license or a driver's license has been cancelled, suspended or revoked by the Department of Public Safety or the Department of Motor Vehicles in a situation where a right to appeal is provided by statute. 2. When legal assistance is needed to reinstate or maintain a driver's license because of job related matters. 3. When legal assistance is needed to reinstate or maintain a driver's license because of medical reasons. Page 2 of 8 PPLSF-242(O2/I3) 49 D. The Provider Attorney will provide a Covered Person with assistance up to, but not including. the fl- ing of a lawsuit, to collect all personal injury and property damage claims of $2,000.00 or less for persona! injuries or property damages received as a result of the Covered Person driving, riding in, or being struck by any motor vehicle or boat. Such assistance is limited to two and one-half (2-1/2) hours of attorney time per claim. E. Exclusions: 1. Pre-existing Conditions as defined in the General Provisions of this Contract. 2. Any matter in which it is alleged that the Covered Person is under the influence of or impaired by the use of alcohol, intoxicants, controlled substances, chemicals or medicines, whether prescribed or not. 3. Any claim or defense which, in the opinion of the Provider Attorney, appears to be frivolous or groundless. 4. Any traffic tickets received while driving a commercial vehicle with more than two (2) axles will be excluded under this benefit. 5. Hit and Run related charges, leaving the scene of an accident or similar charges. 6. Charges where the Covered Person is driving without a valid operator's license TITLE III: TRIAL DEFENSE BENEFIT A. If the Named Member or Named Member's spouse is the named defendant in a covered civil action or in a covered criminal action as defined herein, filed in a state or federal district court, the Provider Attor- ney will provide benefits according to the following schedule. For the specified Covered Person to receive benefits under this Title, the criminal action must be one which arises as a result of the Covered Person's conduct within the scope of his/her legal employment. B. During the first Membership Year, the benefits under this Title shall be limited to the provision of a to- tal of sixty (60) hours of attorney time. Of that total of sixty (60) hours, a maximum of two and one-half (2-1/2) hours will be provided at no additional charge for any and all legal services rendered in defense of the covered lawsuit prior to its actual trial, such as conferences with associated parties and their attorneys or agents, telephone conversations or other efforts to settle cases, pre-trial conferences, settlement con- ferences prior to trial, court appearances, interrogatories, depositions, briefs and pleadings. Total benefits provided under the Trial Defense Benefit shall not exceed the annual aggregate per membership amount of sixty (60) hours the first Membership Year. C. In each subsequent Membership Year, the benefits under this Title increase as follows: 1. Second Membership Year: Up to a total of 120 hours of trial time at no additional charge, which includes 3 hours of pre-trial time at no additional charge. 2. Third Membership Year: Up to a total of 180 hours of trial time at no additional charge, which includes 3-1/2 hours of pre-trial time at no additional charge. 3. Fourth Membership Year: Up to a total of 240 hours of trial time at no additional charge, which includes 4 hours of pre-trial time at no additional charge. 4. Fifth Membership Year: Up to a total of 300 hours of trial time at no additional charge, which includes 4-1/2 hours of pre-trial time at no additional charge. Page 3 of 8 PPLSF-242(02/I3) 50 D. Exclusions: 1. This Title does not cover defense of claims or charges relating to alcohol, drugs, substance abuse, chemical abuse or dependency or the use of medicines, whether prescribed or not, Hit and Run charges or leaving the scene of an accident. 2. This Title does not cover any criminal or civil charge against the Covered Person which arises as a result of the ownership, management, or association with a business, partnership, or corporation. This does not exclude lawsuits filed as a result of the Covered Person's direct action necessary to employment, ownership, or association. Example: A suit filed against a store owner who removed an irate customer disturbing the normal flow of business would be covered. 3. This Title provides benefits for only the Named Member and Named Member's spouse perma- nently residing with the Named Member. Dependents are not covered by this Trial Defense Benefit. 4. This Tite does not provide for assistance in matters relating to dissolution of marriage, separation, annulment, child custody or other divorce or domestic related matters, to bankruptcy proceedings, or any other matters for which benefits are provided under Titles II and IV of this Contract. 5. Class actions, amicus curiae filings, or interventions filed inwhich the Covered Person is a party or potential party are excluded. 6. Pre-existing Conditions are excluded under this Title. Pre-existing Conditions for Title Ill are defined as those acts which give rise to a lawsuit which are alleged to have occurred prior to the Effective Date, even though the lawsuit was not filed until after such date. 7. Any claim, defense, or legal position which, in the opinion of the Provider Attorney, will not prevail in court. 8. Any claim or defense which, in the opinion of the Provider Attorney, appears to be frivolous or groundless. 9. Any civil or criminal charge against the Covered Person while driving a commercial vehicle with more than two (2) axles will be excluded under this Title. 10. This Title does not cover garnishment, attachment, or any other post judgment relief action. The Provider Attorney will provide services in accordance with the Contract up to the point of final judg- ment by the court of record. TITLE IV: IRS AUDIT LEGAL SERVICES A. The Covered Person will receive up to fifty (50) hours of professional services at no additional charge from the Provider Attorney when he/she is notified in writing by the Internal Revenue Service (IRS) of an au- dit of his/her tax return or when he/she is requested, in writing, to appear at the offices of the IRS concern- ing his/her tax return. B. Coverage begins with the return due on April 15th of the year this Contract is effective. C. Benefits to be provided as follows: 1. Up to one (1) hour of professional services from the Provider Attorney within the first thirty (30) days for consultation, advice, and/or assistance, upon receipt of written notice from the IRS that the Covered Person's tax return is being audited or when requested in writing to appear at the of- fices of the IRS concerning his/her tax return. 2. Up to two and one-half (2-1/2) hours beginning on the thirty-first (31) day for representation at Page 4 of 8 PPLSF-242(02/13) 51 the audit and for negotiations, conferences, and telephone conversations with the attorney andlor professionals, and settlement conferences subsequent thereto, but prior to a lawsuit. 3. Up to the balance of forty-six and one-half (46-112) hours in professional time or services for act- ual trial appearance when the IRS sues the Covered Person or, after paying the disputed tax, the Covered Person sues the IRS. D. Exclusions: 1. Garnishment, attachment, or any other post judgment relief action. 2. Class actions or interventions or amicus curiae filings. 3. Charges of tax fraud or income tax evasion. 4. Trust returns, business and/or corporate tax returns, payroll and information returns, partnerships, corporation returns or portions thereof that are included in the Covered Person's tax returns. 5. Pre-existing Condition(s) which is any event, investigation, or notice from the IRS that the Cov- ered Person knew of or had been notified of prior to the Effective Date of this Contract. 6. Services rendered by an enrolled agent are not coverable. 7. Requests by the IRS asking for additional information to be supplied by mail or telephone before written notification of an audit is received. TITLE V: ALL OTHER LEGAL WORK The Covered Person will receive all other legal work at a twenty-five percent (25%) discount from the Provider Attorney's standard rate. GENERAL PROVISIONS All Titles are a part of and are subject to all General Provisions of this Contract. A. Named Member: The person executing this Contract, who shall be a natural person, is the "Named Member." B. Covered Person Shall Include: 1. The Named Member. 2. The Named Member's spouse. 3. Any unmarried dependent children of the Named Member, or Named Members spouse, under 21 years of age who are permanent residents of the Named Member's household. The term unmarried for the purpose of this Contract is defined as persons who have never been married. 4. Any child under 18 years of age for whom the Named Member, or the Named Members spouse, is the legal guardian. 5. Any unmarried dependent children of the Named Member, or Named Member's spouse, under 23 years of age who are full-time students. Page 5 of 8 PPLSF-242(02/13) 52 6. Any dependent child, regardless of age, who is incapable of sustaining employment by reason of mental or physical disability and is chiefly dependent upon the Named Member, or Named Member's spouse, for support. 7. The term dependent for the purpose of this Contract is defined as the natural or adopted child of the Named Member or Named Member's spouse unless otherwise specified in this Contract. C. Licensed Motor Vehicle: Any properly licensed and insured motor vehicle, except commercial vehicles with more than two (2) axles. D. Contract: Any reference to "Contract" herein refers to this legal service contract between the.Company and the Named Member. E. Entire Agreement: This Contract represents the entire agreement between the Named Member and the Company. F. Provider Attorney: The Provider Attorney is defined as a law firm designated by the Company to pro- vide the benefits described in this Contract. G. Territory: This Contract provides services within the United States. H. Effective Date: The Effective Date is the date on the membership application or date the application is submitted to the Company via the Internet. I. Eligibility Period: The Eligibility Period begins on the Effective Date of the Contract and terminates im- mediately in the event of cancellation by the Company for fraud. Should the Named Member cancel the Contract, either in writing or by non-payment of membership fees, the Eligibility Period shad terminate on the date the membership is no longer paid current to the Company. J. Membership Year: Membership Year shall be defined as the period of time beginning on the Effective Date of the Contract, extending for a period of one (1) year thereafter, and each one (1) year period there- after while this Contract is in force. K. The Company: Any reference to the "Company" in this Contract refers to Pre -Paid Legal Services, Inc. of Florida, dba LegalShield. L. Pre-existing Conditions: Pre-existing Conditions under the terms of this Contract mean acts or occur- rences that existed or conditions which were reasonably anticipated or foreseeable prior to the Covered Person's enrollment. Pre-existing Conditions are also defined as those acts which give rise to the issuance of a citation for a moving violation and which are alleged to have occurred prior to fifteen (15) days after the Effective Date of the Contract, even though the citation might not be issued until after fifteen (15) days fol- lowing the Effective Date of the membership. M. Exclusions: Ali acts or omissions otherwise giving rise to coverage if such acts or omissions were per- formed in the commission of any crime under any municipal ordinance or state or federal statute, except as otherwise specifically provided for and covered under Titles II and III of this Contract. This Exclusion does not apply to legal services provided under Titles 1 or V of this Contract. N. Specific Exclusions: The following items are specifically excluded and shall not be interpreted as in- cluded benefts: 1. Fines, court costs, filing fees, ad litem fees, penalties, expert witness fees, bonds, bail bonds, any out-of-pocket expense, and any matter which the Provider Attorney determines is raised an inordinate or unreasonable number of times without substantial change of circumstances. 2. Any person or entity who initiates or participates in a lawsuit against Pre -Paid Legal Services, Inc. of Florida, or any of its affiliates, or is named as a defendant, or respondent in a lawsuit initiated by Pre - Page 6 of 8 PPLSF-242(02/I3) 53 Paid Legal Services, Inc. of Florida, or any of its affiliates, shall be specifically excluded from receiving coverage under any Benefit of this Contract for services related to such lawsuit. All coverage under any Benefit of this Contract for services unrelated to a lawsuit either initiated by or against Pre -Paid Legal Services, Inc. of Florida, or any of its affiliates, shall be suspended during the pendency of such lawsuit. 3. Any action, proceeding, or dispute between the Covered Person and the Provider Attorney. Q. Attorney -Client Contract: A!I benefits provided under any Title herein, except Title I, shall be subject to the terms of an Attorney -Client Contract to be executed by the Covered Person prior to thetime services are rendered, which contract shall require payment of anticipated costs and payment of a retainer to the Provider Attorney to cover reasonably anticipated legal services not covered by this Contract, All determi- nations of retainers and anticipated costs to be incurred shall be made in the sole discretion of the Provider Attorney, and eligibility for receipt of benefits hereunder is contingent upon payment of same prior to com- mencement of legal representation by the Provider Attorney. P. Attorney of Choice: If the Covered Person wishes to secure the services of an attorney of his/her choice for any matter arising under this Contract, the Covered Person must contact the Provider Attorney before contacting the attorney of his/her choice. The Provider Attorney and the Attorney of Choice shall enter into a contract before services are rendered, such contract setting forth the fees to be paid by the Pro- vider Attorney to the Attorney of Choice which fees shall be the normal capitated rate paid to the Provider Attorney. If the Attorney of Choice accepts such contract, the Covered Person will be responsible to the Attorney of Choice secured by the Covered Person for any charges other than those covered by the normal capitated rate paid by the Provider Attorney to the Attorney of Choice. Any person covered under this Con- tract has the right to retain, at his or her own expense, any attorney authorized to practice law in the state of Florida. Q. Provider Attorney's Professional Judgment: it is within the sole discretion of the Provider Attorney to determine whether claims or defenses pertaining to any matter under any Title of this Contract present a frivolous or otherwise unmeritorious claim or defense including decisions to take any contingency case or to appeal any judgment or decision. The Provider Attorney reserves the right to make independent professional judgments regarding presentation of same. The Company will in no way influence or attempt to affect the rendering of professional services of the Provider Attorney, that prerogative being reserved by the Provider Attorney. R. Cancellation of Contract: The Company may cancel this Contract for fraud, non-payment of member- ship fees, or if, in the first 90 days, the Provider Attorney determines, in its professional and independent judgment, that the Named Member is unable, unwilling or incapable of accepting or understanding legal ad- vice and services. All benefits will automatically terminate at the end of the Eligibility Period. In the event of cancellation for misrepresentation or fraud, the Company shall notify the Named Member in writing of its intention to cancel the Contract forty-five (45) days prior to the cancellation date. If the Contract is cancel- led for non-payment of membership fees, the Company shall notify the Named Member in writing twenty (20) days prior to the cancellation date. The Named Member may cancel the Contract at any time by giving written notice to the Company. Upon written request, the Named Member shall be entitled to be reimbursed by the Company the unused portion of the membership fees paid for this Contract, the amount to be calcu- lated on a pro-rata basis over the period of the Contract. Any enrollment fees are considered earned when paid and will not be refunded should this Contract be cancelled by the Named Member. In the event of can- cellation by the Company, only those events reported in writing to the Provider Attorney during the Eligibility Period are covered. S. Settlement of Disputes: All disputes or claims relating to the Company, this Contract, any Company products or services or any claims or causes of action between the Covered Person and the Company, and any of the Company's officers, directors, employees or affiliates, whether in tort or contract, shall be settled totally and finally by arbitration according to the Commercial Arbitration Rules of the American Arbitration Association, including the optional rules for emergency measures of protection. If the Covered Person files a claim or counterclaim against the Company or any of its officers, directors, employees or affiliates in any such arbitration, he/she may do so only on an individual basis and not with any other member or as part of Page 7 of 8 PPLSF-242(02/I3) 54 a class action. In the event that a provision of this Contract is held to be invalid or unenforceable, such provision shall be reformed only to the extent necessary to make it enforceable and the balance of the Contract will remain in full force and effect. T. Application: No statement made by the Named Member in his/her application for this Contract shall void this Contract or be used in any legal proceeding hereunder unless the application or an exact copy thereof is attached to this Contract. U. Duplication of Coverage: A Covered Person may not secure services from the Provider Attorney for the same matter under more than one (1) Company Contract, no matter how many such contracts the Covered Person awns. V. Change of Contract: No change in the Contract shall be valid until approved by an officer of the Com- pany and unless such change is endorsed on or attached to the Contract. No agent or sales associate has authority to change the Contract or to waive any of its provisions. A thirty (30) day notice will be given should there be any change in this Contract. W. Reinstatement Procedure: The Covered Person may reapply for this Contract after cancellation. The Company, at its option, may reinstate this Contract upon payment by the Covered Person of the appropriate fee, without change in the Contract. Benefits are not available for any act or occurrence during the lapse period. X. Conflict of Interest: In the event the Provider Attorney has a Conflict of Interest or is otherwise unable to perform the legal services under this Contract, the Company shall secure alternate representation for the covered legal service. If the Covered Person desires to secure and pay for his/her legal services, he/she may do so. Y. Change in Fees: The Company reserves the right to change the established membership fee for this membership. Changes in the membership fee will only occur after the current payment period has expired. Should the membership fee be changed, the Named Member will be given a forty-five (45) day written no- tice at the Named Member's address according to the records of the Company. Z. Complaints: The Covered Person shall have the right to file a Complaint with the Florida Bar Associa- tion concerning attorney conduct pursuant to this plan. Jeff Bell Chief Executive Officer Pre -Paid Legal Services, Inc. Page 8 of 8 PPLSF-242(02/13) 55 LegalShield This Addendum is to be attached to and form a part of your legal plan membership. In addition to the services covered by the aforementioned legal plan, members shall be entitled to the benefits set forth in this Addendum as follows: The Covered Person may receive toll -free telephone access to the Provider Attorney on a 24-hour per day basis by calling the emergency number on the Covered Person's membership card in order to consult with the Provider Attorney in the event of the following: 1. The Covered Person is detained by a Law Enforcement Officer. 2. The Covered Person is detained or questioned by a Law Enforcement Officer or any representative of a federal, state, or local child welfare agency while the representative is acting in an official capacity regarding any minor child in the Covered Person's custody or control, or any dependent child of the Covered Person. 3. The Covered Person is involved in an accident that results in bodily harm or physical injury to the Covered Person. 4. The Covered Person is served with a warrant. ADDITIONAL PROVISIONS A. This Addendum is subject to the General Provisions of the aforementioned legal plan. B. As used herein, a "Law Enforcement Officer" is any representative of any federal, state, or local law enforcement agency while that representative is acting in an official capacity or private security personnel in the course of such person's employment. C. As used herein, "detention" means being restrained, searched or deprived of immediate liberty by a Law Enforcement Officer, official government representative as defined above or private security personnel in the course of such person's employment, and may include the presentation of any warrant, or questioning by officials. D. These benefits are available subject to the following exclusions: 1. Any matter in which it is alleged that the Covered Person is under the influence of or impaired by the use of alcohol, intoxicants, controlled substances, chemicals or medicines, whether prescribed or not 2. Assistance in making, posting, or obtaining bond, bail, or other security required for release. 3. Detention or arrest arising from alleged domestic violence, child abuse, sexual abuse or misconduct, or alleged stalking. E. The telephone access provided in this Addendum is subject to conditions imposed by the detaining or questioning authority, which may prevent a Provider Attorney from communicating with the Covered Person on an immediate basis. PRE -PAID LEGAL SERVICES, INC. OF FLORIDA LCLSHDEA.FI(I I/12) 56 Prepared for: CITY OF MIAMI LegalShield Worry Less. Live More. IDShield HAVE YOU EVER? ❑ Needed your Will prepared or updated ❑ Been overcharged for a repair or paid an unfair bill ❑ Had trouble with a warranty or defective product E Signed a contract ❑ Received a moving traffic violation ❑ Had concerns regarding child support To enroll. go to. MRC • Worried about being a victim of Identity theft ❑ Been concerned about your child's identity E Lost your wallet • Worried about entering personal information on-line ❑ Feared the security of your medical information ❑ Been pursued by a collection agency WHAT IS LEGALSHIELD? Founded in 1972, LegalShield has 1.5 million memberships protecting and empowering 4.1 million lives and serving 140,000 businesses throughout the United States and Canada. Our members can talk to a lawyer on any personal legal matter, no matter how trivial or traumatic, all without worrying about high hourly costs. LegalShield has provided identity theft protection since 2003 with Kroll, the world's leading company in ID Theft consulting and restoration. 0 0 24/7 THE LEGALSHIELD' MEMBERSHIP INCLUDES: ✓ Legal advice - personal and business legal issues* ✓ Letters/ calls made on your behalf* ✓ Contracts & documents reviewed (up to 10 pages)* ✓ Lawyers prepare your Will, your Living Will and your Health Care Power of Attorney, ✓ Moving Traffic Violations (available 15 days after enrollment) V. IRS Audit Assistance ✓ Trial Defense (if named defendant/ respondent in a covered civil action suit) ✓ 25% Preferred Member Discount (Bankruptcy, Criminal Charges, DUI, Other Matters, etc.) ✓ 24/7 Emergency Access for covered situations ' For NV residents -Legal advice up to 50 hours per year, up to fine contracts/ documents reviewed per year, and 2 letters/calls per year. LegalShield legal plans cover the member, member's spouse: never married dependent children under 27 living at home; dependent children under age 18 for whom the member is legal guardian; never married, dependent children up to age 23 if e full-time college student; and physically or mentally disabled dependent children. • THE IDSHIELD' MEMBERSHIP INCLUDES: Privacy Monitoring Monitoring your name, SSN, date of birth, ema address (up to 10), phone numbers (up to 10), driver license & passport numbers, and medical ID numbers (up to 10) provides you with comprehensive identity protection service that leaves nothing to chance. Security Monitoring SSN, credit cards (up to 10), and bank account (up to 10) monitoring, sex offender search, financial activity alerts and quarterly credit score tracking keep you secure from every angle. With the family plan, Minor Identity Protection is included and provides monitoring for up to 8 children under the age of 18. Consultation Your identity protection Wan includes 24/7/365 live support for covered emergencies, unlimited counseling, identity alerts, data breach notifications and lost wallet protection. Full Service Restoration Complete identity recovery services by Kroll Licensed X Private Investigators and our $5 million service guarantee ensure that if your identity is stolen, it will be restored to its pre -theft status. 1DSh,eid Pans are available for Groups at rndwrduaf or family plan rates. A family rate covers the member, member's spouse or domestic partner and uo ro 8 dependents up to the age of 26'. 'Dependents that are over 18. under 26. and either live at home or are a full time student, and have never been marred will receive unlimited consultation and complete restoration by Kroll licensed private investigators Mon Loring is not available for dependents in this category. ayroll Deduction Bi-Weekly LegalShield IDShield Combined Individual Family $7.36 $4.13 $11.49 $7.36 $6.90 $14.26 For more information, please call your independent associate: CLARI SANGUILY 305-915-2775 southernfringe.aaaol.com wv\i5R.legalshield.com/Hub/sfringebenefitscorp Attachment H: Provider Law Firm and Referral Attorney Information for Flor Name Location Florida # of Attorneys - North Zip Codes (First 3 #) # of Referral Attys DSK Law Group 332 N Magnolia, Orlando, FL 32801 38 320, 321, 322, 323, 324, 325, 326, 327, 328, 329, 335, 336, 337, 338, 342, 344, 346, 347 237 Alachi Escambia River, L Miami -Di Palm Bey Rosa, Name Location # of Attorneys Zip Codes (First 3 #) # of Referral Attys Glantzlaw 7951 S W 6th Street, Plantation, FL 33324 29 330, 331, 332, 333, 334, 339, 341, 349 91 Broward Miami-1 Attachment I: IDShield Information ID Allield Coverage Definitions for Employee Benefit Members Identity Consultation Services Members have unlimited access to identity consultation services provided by Kroll's Licensed Private Investigators. The Investigator will advise members on best practices for identity management tailored to the member's specific situation and should there be an identity theft event, the investigator will recommend that a case be opened for restoration. Members have access to member support agents and 24/7/365 for emergency situations. Kroll's Licensed Investigators will be available to answer questions regarding ID Theft and Fraud issues from 7am to 7pm central time, Monday through Friday excluding major holidays. All members are eligible to receive the following consultative services: Privacy and Security Best Practice • Consult on best practices for the use and protection of a consumer's Social Security number and Personal Identifying Information (PII) • Provide consultation on current trends related to identity theft and fraud issues • Discuss best practices for financial transactions • Consult on best practices for consumer privacy • Discuss tactics and best practices while shopping and communicating online • Provide the knowledge to best protect the member from identity theft using their rights under federal and state laws • Help members interpret and analyze their credit report • Take steps to reduce pre -approved credit card offers • Consult with members regarding a public record inquiry or background search • Credit Freeze consultation • Consultation on common scams and schemes, including email and social media Event -Driven Consultation Support • Lost/stolen wallet assistance • Data Exposure/Data Breach safeguards • With member's permission, facilitate the placement of 90-day fraud security alerts with credit reporting agencies. If permission is not given, provide a list of contact phone numbers for placing fraud alerts Alerts and Notifications • Monthly identity theft updates to help educate and protect • Data breach notifications delivered to members ID Shield 60 • Social Security NunTher Fraud Detection — Use Social Security fiLimber Skip Trace technique to investigate the members name and Social Security Number to identify potentially fraudulent actiaity using industry -unique database access afforded by credentials of Licensed Investigators • Consultation and education on Criminal and Medical Identity Theft • Discovery and consultation on Deceased and Minor Identity Theft • _iax Offender Searches • Confirmed Check: Fraud • Criminal iD Theft • Employment Fraud • ID Theft Discovered through a Monitoring Alert or Otherwise • Medical ID Theft • Minor ID Theft • New Account Opened • Payclay Loan • Scam That Resulted in ID Theft • IRS/Tax Fraud • Utilities Fraud • Passport, Personal Information Stolen while Traveling outside of 1J S IDShie1d 61 Potential Emergencies Lost or Stolen Credit/Debit Card or Unauthorized Charges Member should place fraud alerts right away and let the Investigator follow up Breached/Compromised Data Precautionary Call Member should place fraud alerts right away and let the Investigator follow up • • Unconfirmed ID Theft' • Confirmed Check Fraud • Criminal ID Theft Employment Fraud • ID Theft Discovered Through a Monitoring • Alert or Otherwise Medical ID Theft • Minor ID Theft • New Account Opened • Payday Loan • Scam That Resulted In ID Theft • IRS/Tax Fraud • Utilities Fraud • Passport, Personal Information Stolen while traveling outside of US • 'If identity theft is only suspected and not confirmed, Investigators on -call after hours will not be able to make the telephone calls necessary to confirm the probability of actual fraud. The best, and most productive, Investigator experience occurs during normal business hours when corporate fraud departments are open and conference calls may be conducted. Consultation Services are limited to the solutions, best practices, legislation, and established industry and organizational procedures in place in the United States and Canada as determined beneficial or productive by a Kroll Licensed Private Investigator. ID Shield 62 Monitoring Black Market Website Surveillance (Internet Monitoring) Monitors global black market websites, IRC (internet relay chat) channels, chat rooms, peer -to -peer sharing networks, and social feeds for a member's Personally Identifiable Information (Pli), looking for matches of: • Name • Date of birth • Social Security Number • Emails (up to 10) • Phone numbers (up to 10) • Driver's License number • Passport Number • Medical ID numbers (up to 10) • Credit card numbers (up to 10) • Bank account numbers (up to 10) When an exact match for the monitored information is found, the member is alerted with an email notification. The detail of the alert can be accessed via the service portal dashboard on www.myidshield.com. Address Change Verification Keeps track of a personal mailing address and alerts when a change of address has been requested through the United States Postal Service. An initial baseline report is provided of activity within the last 18 months, and monitoring thereafter provides alerts whenever a new change of address request is made. The detail of the alert can be accessed through the member dashboard. Court Records Monitoring Detects criminal activity that may be associated with an individual's personal information, alerting them to signs of potential criminal identity theft. This service searches for online court records that match the member's name and date of birth from county courts, Department of Corrections (DOC), Administration of the Courts (AOC), and other legal agencies - approx. 350 million criminal records searched. Court records are sourced from county, state and federal data sources. County records are sourced from the 250 most populous counties along with arrest records, court records, correctional records and State Department records. If an incident appears associated with the member's information, they will be notified via alert. ID Shield 63 i Members ha Ye access to continuous credit monitoring though TransUnion only. Monitoring can be accessed immediately by the member via the service portal dashboard. Credit acti,rity will be reported pmmptly to the member via an email ,alert. Monti i -.,a does not affect an individuai's credit score nor does it appear as a hard inqui , has or Her credit report when accessed bay a thircl party, The credit monitoring service wiii alert members to activity up to and including new delinquent accounts, fraud alerts. Improved account. new account. rl': v. address, new ban ruptcy, new employment, new account inquiry. and new public records. Members will be notifieci via email when a creditor requests their TransUnion credit file for the purposes of opening a ne},v credit account. Alerts may also be triggered when a creditor requests a member's crecllt file for changes that v,ould result in a new financial obligation. such as a new cell phone account, a lease for a new apartment, or even for an application for a new mortgage. Inquiry alerts can be helpful in determining when an identity thief is opening a new account without the m. mber's authorization, IDShieId 64 Quarterly Credit Score Tracker A quarterly credit score from TransUnion that plots the member's score quarter by quarter on a graph. Upon enrollment and quarterly thereafter, members will be able to see how their credit scores have changed over time, along with score factors that provide insight into what events may have caused their specific credit score to change. Payday Loan Monitoring Alerts the subscriber when their personal information is associated with short-term, pay day, or similar cash -advance loans. The service monitors 21,000 online, rent - to -own, and payday lender storefronts for unauthorized activity. An initial report is provided and monitoring is provided on a monthly basis, An alert is generated whenever new loans or inquiries are detected. Minor Identity Protection (Formerly Safeguard for Minors - Family Plans only) Allows Parents/Guardians of up to 8 minors under the age of 18 to monitor for potential fraudulent activity associated with their child's SSN. Unauthorized names, aliases and addresses that become associated with a minor's name and date of birth may be detected. The service monitors public records in all 50 States and including; real estate data, new mover information, property and recorder of deed registration, county assessor/record data, internet job site providers, state occupational license data providers, voter information, public records/court proceedings, bankruptcies, liens, and judgments. Parents/ Guardians are provided a baseline scan, subsequent alerts and notifications thereafter. Dependent Identity Protection (Ages 18 to 26 - Family Plans only) If you have dependents that are over 18, under 26, either live at your home or are e full time student, and have never been married, they are still eligible for protection. Dependents who fall under this category will receive unlimited consultation and complete restoration by Kroll licensed private investigators. Note that monitoring is not available for dependents in this category. ID Shield 65 t Kroll's Licensed Investigators perform the bulk of the restoration work required to _store a member's identity to pre -theft status. The follo.•,,ng list outlines V. oll's typical identity restoration process, Please note that each case is unique and Kroll Licensed Investigators will typically address a variety of issues during a restoration case. Within 1 business clay of receiving a fully executed Limited Power of Attorney and copies of the Member's Social Security card. driver's license, identity theft police report and most recent utility statement - complete viith the M ember's current name and address - Kroll shall. • Notify the Social Security Administration (SSA), the Federal Trade Commission CFTC). and the U S. Postal Inspection Service in cases where there is evidence the J.S. Postal Service vjas used in connection with the suspected fraud • Place confirm that 90 day fraud security alerts have been I_lacecl with the three credit bureaus IDShie1cI 66 After receiving the Credit Authorization Form, Kroll shall: • Order a copy of the Member's credit report • Review credit history and document if fraud includes items such as: o Public records: liens, judgments, bankruptcies ° Credit accounts: new and/or derogatory o Addresses o Prior employment • Issue Fraud Alert and notification of fraud dispute —Work with affected financial institutions, collection agencies, check clearinghouse companies, landlords and property managers, and/or credit card companies, where warranted • Issue Fraud Victim Statements —Work with all three credit bureaus to restore credit accuracy and place seven-year fraud victim statements with the permission of the victim Where warranted, Kroll will: • Search victim's local county criminal data to detect criminal activity being committed in member's name • Use the U.S. Criminal Records Indicator to search a wide variety of national criminal databases • Search victims state's Department of Corrections records, court records, and arrest logs from numerous states • Perform a driver license search using public records and commercially available data to find associated reports from numerous states. • Perform a Social Security trace to look for additional addresses that may be attached to the victim's name • Perform a death indicator search using public records and commercially available data sources to determine if the victim has been reported as deceased for insurance fraud or other reasons • Perform a check -clearinghouse search to determine if victim's name has been submitted as having been involved in fraudulent banking activities • Notify the DMV and instruct victim on proper procedures in dealing with the DMV • Notify and work with creditors who have extended credit due to misuse of the victim's identifying information • Notify and work with the collection agencies of those creditors • Notify and work with law enforcement personnel, both local and federal If disputes are not resolved according to the victim's legal rights, Kroll may escalate disputes to the appropriate government/regulatory agencies, including: • Federal Trade Commission • State Attorney General office by state • Consumer Financial Protection Bureau • Association of Collection Professionals International • Comptroller of the Currency • Federal Reserve Bank • Office of Thrift Supervision • Office of the Inspector General • Provide the additional assistance of investigators who can reasonably assist based on the victim's issues In all cases, Kroll provides: • Follow-up credit reports • Subscriber updates IDShie1d 67 Whenever A Fraud Issue Warrants Restoration Preparation Assist in organizing details of issues Explain fraud victim's rights Educate you on the process and your responsibilities Assist in gathering and completing paperwork, including police reports Send Fraud Packet to victim List of Contact Numbers (for Immediate Fraud alerts) Equifax Fraud Center • Experien Fraud Center • TransUnion Fraud Center • Federal Trade Commission • Social Security Administration • United States Postal Service Issue Fraud Alert to all three credit repositories Provide fraud victim assistance material Assist you with questions as you work through the process • • • • • • • • •.. • • • • • • • Restoration Process Within 24 hours of receiving the signed Limited Power of ,4ttorney, Kroll will: Issue Fraud Alert to Social Security Administration (SSA) Issue Fraud Alert to Federal Trade Commission (FTC) Issue Fraud Alert to U.S. Postal Service (USPS) After receiving both signed Limited Power of Attorney and tri-merged credit report, Kroll will: Issue Fraud Victim statements and work with all three national repositories (Experian. TransUnion, Equifax) to restore credit accuracy Review credit history with you and verify if fraud includes items like • Public Records (Liens. judgments, bankruptcies) • Credit Accounts (New and/or derogatory) • Address • Prior employment Issue Fraud Alert to and work with affected financial institutions and credit card companies • • Determine if creditors extended credit due to misuse of your identifying information Confirm creditor contact information • Contact creditors and collection agencies to dispute all fraudulent • accounts Notify and work with the collection agencies of creditors holding - fraudulent accounts Turn over any current accounts to fraud. requesting affidavits of • documentation forwarded to you Search Criminal Data in your country of residence to look for criminal - activity being committed in your name Search U.S. Criminal Records indicator to search a wide variety of national • criminal databases Search Department of Motor Vehicles records in your state Perform a Social Security trace to look for additional addresses that may be • attached to your name Perform a Social Security Death Index search to verify if you have been - submitted to Social Security Determine if you have been submitted as having been involved in fraudulent • banking activities Assist you in working with law enforcement personnel • • Use licensed attorneys where appropriate to perform these duties • • Offer additional assistance that can be reasonably provided based on your • • issue Provide a list of attorneys who may be able to help you with legal issues —any subsequent relationship is exclusively between you and the attorney Case Closing Process Provide a tri-merged credit bureau report follow up 120 days after resolution of your identity theft issues Update member Continue restoration until complete Responsibility for Kroll's Fraud Solutions Practice will cease when Kroll receives verification from you that the issue is resolved • • • • • • • • • • IDShield 68 Retroactive Restoration In the event that a member had a pre-existing stolen identity event prior to becoming a member of IDShield, the member can still receive complete restoration services from Kroll licensed private investigators. Identity Theft Restoration Service Exclusions The following are excluded from the Services: Legal Remedy —Any Stolen Identity Event where the member is unwilling or unable to prosecute or otherwise bring a civil or criminal claim against any person culpable or reasonably believed to be culpable for the fraud or its consequences. Dishonest Acts —Any dishonest, criminal, malicious or fraudulent acts, if the members) that suffered the fraud personally participated in, directed or had knowledge of such acts. Financial Loss —Any direct or indirect financial losses attributable to the Stolen Identity Event, including but not limited to, money stolen from a wallet, unauthorized purchases of retail goods or services online, by phone, mail or directly. Business —The theft or unauthorized or illegal use of any business name, DBA or any other method of identifying business (as distinguished from personal) activity. Third Parties Not Subject to U.S. or Canadian Law —Restoration services do not remediate issues with third parties not subject to United States or Canadian law that have been impacted by an individual's Stolen Identity Event, such as financial institutions, government agencies, and other entities. IDShie1d 69 MILLION SERVICE GUARANTEE IDShield - activation steps You are about to take better control of your personal data! When you receive the e-mail containing your membership number and the website address for your online account, activate your account and find that guarding your personal information is as EASY AS 1-2-3! 1. Get In and Set Up Welcome! Go to www.myidshield.com and log in by completing just three fields. When you enter your membership number from the e-mail you received, be sure to include the 'M' for 'Member.' Personal Information The next web page will open with some fields already filled -in for you, based on the enrollment paperwork you completed. Simply complete the remaining fields. NOTE: Your current e-mail address is a critical element for you to receive alerts from your plan. After you type in your Social Security number, you'll see that it is immediately masked for added protection. When you return to your online account, you'll enter as a registered user, using the login credentials you've set-up. Authentication The next website page contains questions for your identity verification. This is a critical step in setting up your IDShield monitoring service. Once completed, you can begin to make use of your monitoring features. 2. Your Dashboard: Horne Page for Your IDShield Plan Here's your online compass. From now on whenever you visit your online account, you'll come to this home page first and use it to decide where you want to go next! Your credit score is updated quarterly and plotted on a graph viewable on the member dashboard. Click "VIEW DETAILS" to see the score factors. Any new alerts you have will also appear on the home page for you to review. b Irk r-- k+i_ i�.m nsi, ,®.t6 1. 'Du Impor arms, la mw.ma nee.lniza...5i PT. �sbs It duel, . Ana ID Shield Set Up Internet Monitoring. You Tell It What to Watch! Here's where you enter details of other accounts and information that you choose to be monitored online for suspicious activity. The more you enter, the more we monitor! Click on the alert or box to register your bank account numbers, secondary e-mail addresses and more. Your telephone number and primary e-mail address are already registered in Internet Monitoring —you must register other accounts and details in order for them to be monitored and for alerts to generate. Monitoring what Matters Click on the Privacy and Security Monitoring tab to access your monitoring services: Internet, Credit, Quarterly Score Tracker, Court Records, Payday Loan and Address Change Verification. Once you click on the monitoring type, an interactive page opens. Click on each alert to open and view the details. You'II want to check each area, to confirm that the information is correct. Additional Resources Click on the Licensed Investigators tab to learn about Unlimited Consultation and Full Service Restoration. The Additional Resources tab leads you to a wealth of helpful information including identity protection tips, free annual credit reports and junk mail reduction. QUARTERLY ,CORE TRACKER na1.11acC{I3muT{Ai .�1 IDShield y MSI/JY Y3F14 el awluvTEE -..w VFW ata0 S6Mmla9n 3, Returning to Your Online Account It's that easy! Next time you visit, you'll enter as a returning member with just two fields to complete. You'II see your familiar home page. Then, you can look into any alerts you may have received, change your personal profile information, and register new items to monitor. It's important that you keep your monitored information updated, so that IDShield can keep an accurate watch over your personal data. Your Expert is There Have a question about something that was brought to your attention through the Internet Monitoring? Have an identity theft - related concern? IDShield is here to help. If you have questions about your membership, contact IDShield Member Services by email at idshield a.legalshieid.com, by using the IDShield smart phone app, or by phone at 1-888-494-8519. FLIER.IDS Activation Steps (916) aw I LegalShield', Ada. OK 71 IDENTITY PROTECTION AT YOUR FINGERTIPS IDShield With our suite of apps and your IDShield membership, help is conveniently at your fingertips. IDSHIELD Monitoring, consultation and restoration —they all make IDShield great: • Get notified immediately when IPi monitoring triggers an alert • No more guessing about your =I nu credit score when you need to �a know (for applicable plans) • One -Touch access to your IDShield Advisor • After hours? No problem. 24/7 Emergency Access • Ease your mind with convenient case updates and call history during the restoration process DOWNLOAD TODAY! R Download on the S App Store pb. GET IT ON Google Play 72