Some Lutheran patients have issues with protection sign up

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FORT WAYNE, Ind. (WANE) – Lutheran Medical Group’s parent company has sent out letters to patients who were recently affected by a major data breach a couple months ago. The parent company has offered free identity protection, but some viewers have contacted NewsChannel 15 with issues regarding signing up.

In the letter, there are two methods to sign up for the identity protection which is provided by Kroll. The first way is online. The letter provides each patient with a membership ID number and a website. The patient will have to put in the ID number and other basic information which will create a login and password for access to the free service.

The other method is calling Kroll at a 1-855 number. Viewers have told NewsChannel 15 that it’s difficult to get through. NewsChannel 15’s LaMar Holliday contacted the 1-855 provided in the letter. After calling, an automated system picked up. When trying to reach an operator, the automated system said,” the lines are busy and try again later.” After that, the line disconnected. Holliday tried to call again and the phone kept ringing without the automated system picking up.

Geoff Thomas, Lutheran Health Network spokesperson, released a statement regarding the phone method of the process: 

“Unfortunately, Kroll, the vendor providing call center and identity theft protection services, is currently experiencing technical difficulties with its phone lines.  Kroll is working diligently to remedy this technical problem and will soon re-open its call center with increased phone line capacity. We apologize to patients for these customer service challenges.”

Thomas said patients without internet can request a paper enrollment, but will have to call Kroll after its call center is back up and running. Thomas didn’t provide a timeline as to when the call center will be restored.

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