Important Website Notification of Data Security Incident

As part of our commitment to transparency, we are sharing a recent vendor security incident about unauthorized access to Prime’s contact center system and the steps we took to protect our members.

What happened
On June 26, 2025, Sagility USA, Prime’s contact center vendor became aware that an unauthorized person was acting as a Sagility contact center employee. They had restricted access to a limited subset of our clients’ members’ personal information within Prime’s contact center system. The unauthorized access began in October 2024 and ended on June 26, 2025.

What personal information was involved
The personal information that may have been accessed by the unauthorized actor included name, address, telephone number, date of birth, health plan identification number, health plan name, medication(s), prescriber name(s), and details related to prescription claim payments, such as amounts billed, paid, and owed.  The personal information did not include social security numbers or financial account information. At this point, Sagility and Prime are not aware of any fraud or misuse of personal information because of this incident.

What we are doing
Upon discovery of this incident, Sagility immediately revoked the individual's access to the contact center system. The individual was terminated, and the matter was reported to law enforcement. Sagility will continue to review its internal procedures to identify opportunities for strengthening security, reinforcing existing policies and practices, and implementing additional safeguards to help prevent similar incidents in the future.

What impacted individuals can do
The impacted individuals are being notified. We recommend that they regularly monitor any explanation of benefit statements that they receive.  If they notice any unfamiliar health care services, they should contact their provider or insurer. If they have any other questions, they should contact Prime Member Services using the toll-free number on their member ID card.

For more information
We sincerely apologize and regret any inconvenience or concern this matter may have caused. Please know that we take our responsibility to safeguard personal information very seriously and remain committed to protecting the privacy and security of the information entrusted to us. 

If you have any further questions regarding this incident, please call toll free number 800-544-1755, Monday through Friday between 8:00 a.m. and 7:30 p.m. Central time.