Best Life

BEST Life and Health has reviewed the complaint ID listed above. I apologize for the late response on
this. It appears we had difficulty receiving this complaint, and consequently responding in a timely
manner.
I apologize for the difficulty Ms. [redacted] experienced when...

contacting BEST Life. It is BEST Life's
standard practice to identify and verify all customer's contacting us, in order to ensure adequate
verification of identity and to prevent any disclosure of information not intended for the recipient.
Based on Ms. [redacted]'s feedback, all processes regarding identification of callers and information
release will be revisited and all customer service staff updated on internal processes. This will
mitigate any possible mistakes in the future.
The payment site which Ms. [redacted] refers to is an encrypted, HTTP secure site, which is standard for
many websites, especially those collecting payment information. However, in order to better serve our
customers, we are working with our payment provider to ensure that any credit card information cannot
be seen, and the "back" button will not bring a customer back to the online screen reflecting the credit
card information.
I appreciate Ms. [redacted] bringing these items to our attention, as we value our customer's input on how
we can better serve in all aspects of our business.
If there are any further questions, please contact us at 800-433-0088, Monday through Friday, from
8:00AM to 6:00PM Mountain Time.
Sincerely,
[redacted], Manager
Claims & Customer Service

Review: This is a two part complaint against Best Life Health and Insurance Company (Best Life) 1) ACCOUNT AND PERSONAL INFORMATION SECURITY I made a phone call to the Best Life customer service number, 800-237-8543, at 4:30 pm CST on Friday, August 22, 2014. I was calling to acquire my customer identification number so I could complete the online monthly recurring payment form on the Best Life website. The customer service representative answered the phone and I stated my policy type, my state of residence, and my desire to know my account number. The service representative then freely supplied my name (which I had not given him), my mailing address, my account number, and billing charges without ever verifying who was on the telephone. 2) CREDIT CARD INFORMATION SECURITY DURING ONLINE PAYMENT I used the Best Life website to set up reoccurring monthly payments for my insurance policy. The website did not obscure my credit card number or CCV when I entered the information. After receiving confirmation that my payment was accepted and would be reoccurring, I went "back" in my browser and all the credit card and account information was still visible.Desired Settlement: DesiredSettlementID: Other (requires explanation)

1) ACCOUNT AND PERSONAL INFORMATION SECURITY I am requesting that policy members' personal information and account information not be disclosed without verification that the individual on the phone is the account holder. 2) CREDIT CARD INFORMATION SECURITY DURING ONLINE PAYMENT Credit card numbers and CCV information should be obscured upon entry. And this page's cached values should clear after the from is submi

Business

Response:

BEST Life and Health has reviewed the complaint ID listed above. I apologize for the late response on

this. It appears we had difficulty receiving this complaint, and consequently responding in a timely

manner.

I apologize for the difficulty Ms. [redacted] experienced when contacting BEST Life. It is BEST Life's

standard practice to identify and verify all customer's contacting us, in order to ensure adequate

verification of identity and to prevent any disclosure of information not intended for the recipient.

Based on Ms. [redacted]'s feedback, all processes regarding identification of callers and information

release will be revisited and all customer service staff updated on internal processes. This will

mitigate any possible mistakes in the future.

The payment site which Ms. [redacted] refers to is an encrypted, HTTP secure site, which is standard for

many websites, especially those collecting payment information. However, in order to better serve our

customers, we are working with our payment provider to ensure that any credit card information cannot

be seen, and the "back" button will not bring a customer back to the online screen reflecting the credit

card information.

I appreciate Ms. [redacted] bringing these items to our attention, as we value our customer's input on how

we can better serve in all aspects of our business.

If there are any further questions, please contact us at 800-433-0088, Monday through Friday, from

8:00AM to 6:00PM Mountain Time.

Sincerely,

[redacted], Manager

Claims & Customer Service