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OneAmerica Consumer Protection Promise
Customer Protection Promise
Our commitment to working with you to keep your account and data secure.
What is it?
OneAmerica is committed to safeguarding our customers’ assets and personal information. Because we understand the fraud and cyber risks that threaten our customers, we use a multi-faceted approach to guard against these threats and continually work to improve our security. We also recognize that privacy and security are a shared responsibility that are best achieved by working together, which is why we proudly make the OneAmerica Customer Protection Promise1 to our retirement services customers.
True to the OneAmerica commitment to be there when our customers need us most, the OneAmerica Customer Protection Promise is a commitment that if you, as a participant, help keep your retirement account secure, we will reimburse your account for any losses that occur because of fraud or unauthorized activity through no fault of your own.
When does the Promise apply?
The OneAmerica Customer Protection Promise (“Promise”) only applies to retirement accounts for which we provide retirement plan recordkeeping services and/or administrative services.2 To take advantage of this protection, you must keep your account secure and do the following:
- Register for online account access.
- Complete the one-time user registration process
- Register the device(s) you use to access your online account.
- Review your account regularly and immediately report any suspicious activity.
- Frequently check your account information and promptly review all correspondences, account statements, transactions, notifications and confirmations as they are made available to you for accuracy and unusual activity.
- Notify us immediately if you do not receive your account statements or see any suspicious activity, errors, or discrepancies (including but not limited to bank account changes, withdrawal requests, password changes, profile changes, or any other activity not initiated by you). OneAmerica reserves the right to deny benefits under the Promise if participants fail to notify us within 90 days after the suspicious activity occurs.
- Immediately report any suspected identity theft or unauthorized activity.
- Notify us immediately if you learn of or suspect you have been a victim of an identity theft situation of any kind, or if your identity has otherwise been compromised (e.g., if you receive notification that your credit card or bank account(s) may have been illicitly accessed) and immediately change your password to your OneAmerica account.
- Keep contact information current with your employer/plan sponsor and with us.
- Including mailing address, telephone number, and e-mail address.
- Promptly notify your employer/plan sponsor (if applicable) and us of any change in address, telephone number, or e-mail address.
- Practice safe computing habits and keep your account information confidential and secure.
- Safeguard all your account-access information (e.g., username, password, answers to security questions, PIN numbers, etc.).
- Do not share your account-access information with anyone, including family members.
- Use a unique and strong username, password, and security-question answers for your account.
- Periodically change your account password.
- Be aware of e-mail and phishing scams.
- Use current anti-virus software on all your devices.
- Cooperate with OneAmerica during an investigation of any suspected unauthorized activity.
When does the Promise not apply?
The Promise does not apply if you do not follow the best practices described above or otherwise fail to protect yourself, your account, e-mail address, computer or other devices. The Promise does not cover activity authorized by you or by an employer/plan administrator, financial intermediary, or other outside entity authorized to access your account or information (or who received your information because of that access) or with whom you have shared your account information or account-access credentials. If you grant authority to, or share, your account information or account-access credentials with any person or outside entity, their activity will be considered authorized by you. Additionally, the Promise does not apply to activity resulting from a security breach affecting the employer/plan sponsor or another outside entity’s systems.
What happens if I report an incident?
In the event you submit a claim under the Promise, OneAmerica will investigate the reported activity and ask for your cooperation during the investigation, which may include asking you to file a police report, complete an affidavit, sign a release, or take other steps to assist with the investigation and mitigate any risk of additional exposure. OneAmerica will determine the applicability of the Promise and any reimbursement amounts based on the facts of your situation. The Promise does not cover taxes, legal fees, lost opportunity costs, or other damages.
1 OneAmerica reserves the right to modify or withdraw the Promise at any time and in its sole discretion.
2 The Promise does not apply to those accounts held, managed, or otherwise administered by third parties such as third-party fiduciaries who have discretionary control of accounts or self-directed brokerage accounts.
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