Case Study: Large Health Plan rapidly notifies members after data breach with RR Donnelley

Data Breach Requires Immediate Communication to Members

Large Health Plan, a national insurer serving millions of members, faced a massive data breach that compromised sensitive member information including names, birth dates, Social Security numbers, addresses, email addresses, employment details, and income data. To meet the urgent need for clear, accurate, and timely communication, the plan turned to RR Donnelley for help with a direct mail notification campaign.

RR Donnelley assembled an experienced response team and managed list processing, variable print programming, high-speed print and mail production, IMB tracking, archiving, return mail processing, and reporting. Using RRD Healthcare Solutions, the company helped cleanse and enhance address data, print and mail millions of letters with 100% matching, and provide visibility for compliance and call center teams. As a result, production ramped up to millions of units per day, call volume came in lower than expected, and millions of members quickly understood what happened and what steps would follow.