Our $1 Million Service Guarantee

LifeLock works to help stop identity theft before it happens by taking proactive steps to reduce your risk. But if you become a victim of identity theft while you are a LifeLock member because of some failure or defect in our service, contact us and we will act on your behalf to repair any damage. We will spend up to $1 million to hire lawyers, investigators, consultants and whatever else it takes to restore your name and help you recover the direct losses from the identity theft.

What to expect if you invoke the $1 Million Total Service Guarantee

In most cases, your name can be restored within 30 days. Here's how it works:

Upon verification of the claim, we will assign a Member Services Agent who will continue to be your contact throughout the resolution of your case. You will also receive access to our toll-free dedicated Resolution Line, so you can be quickly routed to your Member Services Agent.

You will have a conference call with a 3rd party expert and your LifeLock representative to assess the facts of your case and determine the type and nature of the identity theft that has occurred.

A 3rd party Recovery Specialist is then assigned to the case. The Recovery Specialist will:

  • Consult with you.
  • Explain your rights as a victim.
  • Educate you on the recovery process.
  • Obtain additional information that is necessary to proceed with the recovery process.
  • Give you the pre-fill forms, and step-by-step instructions necessary for your state jurisdiction and type of identity theft.
  • Send over a Power of Attorney form that will allow them to act on your behalf.

You will need to:

  • Follow the step-by-step instructions provided to you.
  • Sign and notarize appropriate documents.
  • File a police report, in person, as required by law.
  • Send back the documents, in the pre-addressed, overnight envelope provided.

Upon the closing of the case, we will call you to ensure that your identity has been recovered to your full satisfaction.

What items or costs does the $1 Million Total Service Guarantee NOT cover?

Our $1 Million Total Service Guarantee does not cover: lost wages or business profits, loss of business or lost opportunities and direct out-of-pocket expenses like postage stamps, gas or mileage to go to local authorities, or any notary public fees, etc. The guarantee does cover the cost for lawyers, investigators, case managers but not any direct losses as a result of the theft. Under the Terms and Conditions, NO money passes directly to our LifeLock members.

Click here to visit our Terms & Conditions Page and read the section on our Service Guarantee.