Secure E-mail Frequently Asked Questions


I received a message with an image and a link to something about secure e-mail. What is it? Should I open it?
If the e-mail you received is similar to the e-mail sample below and you are familiar with the sender, it should be safe to open. If you are not sure, it is best to contact the sender or call Westfield's Agency Help Desk at 800.243.0210, extension 4306161 to ensure the validity of the e-mail.

Why am I receiving a secured e-mail?
Westfield recently implemented a security measure to protect private and/or sensitive information that may be sent over e-mail. If an e-mail contains private information such as a Social Security Number (SSN) or credit card number, it will be secured with encryption.

Where is the actual e-mail located?
When you receive a secured message, you will get an e-mail with an attachment. The e-mail says something to the effect that you have received a secure message from someone at Westfield Group. In order to read the message, you need to open the attached "SecureMessageAtt.html" file. When you open the e-mail, you are taken to a web site that will decrypt the message and allow you to read it.

How do I open the e-mail?
Because the secured message is an attachment, it is opened just as you would any other file attachment. The secure e-mail will be opened inside of your web browser (Internet Explorer, Mozilla Firefox, etc).

Why did I receive a secured e-mail that doesn't seem to contain sensitive information?
The compliance filters that identify the possibly sensitive information are very good but still fallible. It's most likely a false positive such as a nine-digit policy number or even a hidden HTML code that the computer mistook for a SSN. Westfield will continually refine the compliance filter settings to minimize the number of false positives while still ensuring that we protect the messages that need protection.

I received an e-mail containing sensitive information that was not encrypted. What should I do?
There are two possibilities that may have occurred. First, in the event your company's IT department has implemented secure messaging, Westfield is able to send e-mail securely with no impact or noticeable changes to end-users. Second, the compliance filters did not identify the sensitive or confidential information. Again, Westfield continues to refine the compliance filters to ensure sensitive information is protected while not creating too many false positives.

Who do I contact if I have any questions?
Please contact Westfield's Agency Help Desk at 800.243.0210, extension 6161.

Password/Log in Questions

If I am a Westfield agent, what username and password should I use to view a secure e-mail?
For any email that does NOT contain a new AWP username and password or password reset, you can login with your AWP username and password to authenticate and read your secure messages. If the email CONTAINS an AWP username and password or password reset, a link will be provided in the email that will allow you to access your new username and/or password without requiring you to login to securemail.

If my password has changed for AWP, do I still use my old password for secure mail?
No. Your password for secure mail will be the same as your AWP password. If you have recently changed your password, use your new password for secure messaging.

I am already logged into AWP, why am I being asked for my username and password again to read a secure e-mail?
While the username and password you are using for secure messaging are the same, they are separate systems that require you to log in separately.

Will entering the wrong password or mistyping the correct password for secure messaging count against the amount of password attempts I have on AWP?
No. You will be using the same username and password for secure messaging that you use for AWP. However, a wrong answer in Secure Mail does not count against your tries on AWP.

How can I avoid logging into secure mail every time I get a secure e-mail?
Once you log into secure mail to retrieve your e-mail, you will not have to login every time unless you log out. Depending on the frequency that you receive secure e-mails, you may or may not need to authenticate. If you are receiving secure e-mails on a regular basis, it is best to ask your IT department to contact Westfield's Help Desk to discuss options that will allow all users in your organization to receive secure e-mails without the need to authenticate. While this adds minor complexity to receiving e-mail, Westfield feels it is extremely important to protect private information.

When I created a secure messaging profile or changed my password, why did my password get rejected?
If you have an Agent's Web Passport account, you must login using your AWP username and password. The only requirement if you do not have an AWP account is to have a password of at least eight characters.

How can I reset my password?
To recover your password, you may use the 'Forgot your password or want to change it' link in any secured message you have received in order to reset or change your current password. If you are logging in using your AWP account, you must reset/change your password using the AWP "Forgot Password" link, which is located on the Agent's Web Passport sign in page. NOTE: When you reset your AWP password, a link will be provided in the email that will allow you to access your new password without requiring you to login to securemail.

Will I have to sign in again to read a message once it is returned to my primary inbox?
Yes, once an e-mail is moved to your primary inbox, you will have to sign in to read it each time unless you are already signed in to the secure mail system.

Responding to and Saving Secure E-mails

Can I receive a copy of my responses to secure messages?
You may use the 'Copy Me' feature to send a copy to yourself if you would like to your response to a secure e-mail. Your response will then be sent to your primary e-mail box.

When I respond to a secure e-mail, is it sent back secured (encrypted)? Does it store a copy of my response?
When replying to a secure e-mail message, the original sender will receive an encrypted message. When replying to secure messages; copies are not saved in a "sent" folder. If you would like to maintain a record of your response, use the "Copy Me" feature. Using the "Copy Me" feature, your response will be sent to your primary e-mail box.

Can secure e-mails contain attachments?
Secure mail will contain at least one attachment. That attachment is the original e-mail containing private information. If the original message contains an attachment, you will need to authenticate and decrypt the original e-mail in order to open the attachment.

How can I print out my secure e-mails?
You can use the "File>Print" option inside of your web browser (i.e. Internet Explorer) to print the secured message.

Can I reply to everyone on the e-mail?
Yes, you can reply by clicking on "Reply to All" Button. You will not be able to add additional recipients who were not included on the original e-mail.

Once an e-mail is in my primary inbox, will I be able to forward as I normally do?
No, the e-mail will be the same as when you originally received it, which means you will have to sign in to view and you will only be able to "Reply" or "Reply to All." You will not be able to add additional recipients who were not included on the original e-mail. This feature just allows you to save this e-mail. If you need to get the information to someone else, you can print the e-mail or copy and paste into a new e-mail.

Can I save the secure e-mail attachment?
If the user deletes the mail message containing the secured attachment, the secured message would also be deleted. You can save the "SecureMessageAtt.html" file to your hard drive just like you do with any other attachment. Simply hit "Save" as you are opening the message, and select where you would like to save the file.

What happens if I delete the secure e-mail?
If you delete the e-mail message containing the secured attachment, the secured message will also be deleted unless you saved the attachment. If you saved the attachment, you will be able to open it at a later time. If you did not save, you will have to ask the user to resend you the message if you need to open it again.

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