Medisys Health Group Data Incident Update

Updated September 30, 2020

On August 31, 2020, Medisys Health Group detected a security incident that involved the personal information of some of our clients.

We immediately launched a robust investigation with the assistance of internationally-recognized cyber security and forensic experts, while taking steps to secure all systems and prevent additional unauthorized activity. Our investigation revealed that this was a ransomware incident that affected approximately 5 percent of our client profiles.

As our primary objective is to protect the privacy of our clients, we worked closely with cyber security experts to securely retrieve the impacted data by making a ransom payment.

We have resolved the situation and our systems have been fully restored and are working normally. We apologize for any inconvenience and we want to assure our clients that we do not believe there is cause for concern.

We are communicating with all affected individuals directly and are providing them with complimentary security protection services that include identity theft and fraud protection insurance.

Steps we have taken to protect our customers and patients:

The privacy and security of our clients’ data is of paramount importance. We sincerely regret this incident occurred and have taken these active measures to protect your health information:

  • We isolated and secured the affected systems immediately;

  • We worked with world-class cybersecurity experts to contain the attack and assist with our investigation;

  • Engaged experts in cyber-ransom to support us through resolution;

  • Securely retrieved the data by making a payment;

  • Reported the incident to the RCMP; and

  • Notified privacy regulatory authorities

We remain committed to the highest security standards and to continuously improving our systems to ensure that we have taken all reasonable steps to protect the security of our customers’ data from all known threats. We retrieved the data securely, and, in cases like this, cybersecurity experts indicate the risk of disclosure is low.

Our team is reaching out directly to all individuals whose information was affected. We expect to have reached out to all affected individuals by email, phone, or mail by October 2, 2020.

We have a dedicated toll-free number, 1-833-210-2008, available daily from 9 a.m. to 7 p.m. where we can answer your questions. If we can’t answer your question, we will take your name for a return call with more details.





In the notification you received, there is a link to the NortonLifeLock™ website and a personalized PIN to activate this service. If you want to take advantage of this offer, you must enrol by January 21, 2021. If you require assistance, please call NortonLifeLock™ at 1-844-512-9370.

NortonLifeLock™ is the most comprehensive online security package available in the Canadian marketplace today. It is offered exclusively through TELUS Online Security in Canada and is delivered and powered by NortonLifeLock™, a global leader in consumer cyber safety.

This service includes:

  • Device Security: Real-time protection for up to 20 devices (PC, Mac, or mobile devices) against ransomware, viruses, spyware, malware, and other online threats

  • Dark Web Monitoring: The dark web is scanned for your personal information and you’re notified if anything is detected.

  • Identity Theft Reimbursement Coverage: Reimbursement for personal expenses plus coverage for lawyers and experts, if needed, with a limit up to $1 million to help restore your identity.

  • Full-Service Identity Restoration: Should you be a victim of identity theft, an Identity Restoration Specialist will be dedicated to your case from start to finish, to help restore your identity.

  • Investment Account Activity Alerts: Alerts you to potentially fraudulent cash withdrawals and balance transfers from your investment accounts.

  • Bank & Credit Card Activity Alerts: Alerts you when unusual activity is detected in your bank and credit card accounts.

  • One-Bureau Credit Score Trend: This on-demand tracker helps you identify important changes and see how your credit is trending over time.

  • One-Bureau Daily On-Demand Credit Score & Report: Gives you daily online access to pull your credit score and report.

  • Two-Bureau Credit Monitoring: Key changes to your credit file are monitored at two leading credit bureaus and alerts are sent to you of any changes to help detect fraud.

To activate this service, you simply need to follow these steps:

  1. Navigate to the Norton site to be taken to the NortonLifeLock™

  2. Create an Account or Sign In if you already have an account

  3. Enter your Personalized PIN that you have received by email or post

  4. Set aside a few minutes to enter your personal information to begin your Identity Theft Protection services

  5. When you are finished, navigate to the My Norton menu and Download and Install your Device Security and Secure VPN

If you require assistance to enrol, please call NortonLifeLock™ at 1-844-512-9370.


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