This site takes the issue of online privacy seriously and follows state and federal laws, regulations, and corporate standards to secure and maintain all information collected from users or provided by them. The Online Privacy Policy explains in detail how information is collected, used, and disclosed, and how privacy is maintained. To help you understand key terms, the document provides definitions for consumer platforms, users, personal information, and third party/third parties. this site’ consumer platforms include enterprise websites, mobile applications, social media tools, member and patient portals, and other affiliated online or digital resources. Some of these platforms may have separate terms of use/service, which users should review along with the Online Privacy Policy. It's important to note that the Health Insurance Portability and Accountability Act (HIPAA) regulates the use and disclosure of protected health information (PHI) and requires covered entities to maintain a Notice of Privacy Practices (NPP). PHI is part of the larger category of personal information but is subject to an NPP rather than the Online Privacy Policy. For example, even though member and patient portals are part of this site’ consumer platforms, the information collected on these secure portals post-password is subject to HIPAA and an applicable NPP.
If you have any questions about whether the Online Privacy Policy or the Notice of Privacy Practices applies to how we collect, use, or share your information, please contact us using the information provided in section 5.
The term "users" refers to anyone who visits, uses, or provides personal information through any of our consumer platforms. Essentially, "users" means "you" when you're using any of our consumer platforms. The term "your" in this Online Privacy Policy also refers to individual users. In other words, "you," "your," and "users" all mean the same thing.
"Personal information" means any information that can be used to identify a user. This includes things like your name, date of birth, address, phone number, email address, account number, payment information, and online activity like your IP address, clicks, or cookie ID.
When we say, "third party" or "third parties," we're usually talking about companies that are not affiliated with this site but whose platforms or components we use or present to our users. We don't control these companies' data collection and usage practices, and their activities are not governed by this site’s Online Privacy Policy. Third parties can also refer to other entities or organizations we don't have a contractual or commercial relationship with. We'll give some examples of third parties below.
1.What We Collect:
General
We gather information about you in various ways, including through online forms, secure portals, third-party links/icons, interactive chat, biometric login, location services, mobile device data, and cookie and tag technologies. The amount and type of information we collect depends on how you interact with this site’ consumer platform. If you browse our website, we may collect limited personal information such as your browser type, IP address, and device hardware model. We may also capture server log information, including session time, click streams, and crash reports. If you use certain features, we may need to verify your identity through a login process and collect enough personal information to provide the requested service. Sections 1 and 2 provide more details about the personal information we collect, how we collect it, and how we use and disclose it.
Online Forms
This site provides inquiry forms on its platforms for users to contact us and ask account-related questions or gather information about our products and services. Typically, the personal information we ask for on inquiry forms consists of your name, address, phone number, email address, and the specifics of your inquiry. This information may be used to examine and reply to your request or communication, or we may employ contracted service providers to do so on our behalf. We may also utilize the data obtained from online forms in accordance with Section 2 outlined below.
Secure Portals
This site provides secure portals for members and patients to access and review their health and benefit-related information, and to communicate with their health plan or physician’s office. Personal information such as user ID and password, IP address, click streams, and cookie ID is collected when accessing these portals. Communication sent and received through these portals may be recorded for monitoring purposes. If the collected information is considered Protected Health Information (PHI), its use and disclosure will follow HIPAA regulations and an applicable Notice of Privacy Practices. Additionally, information collected through these portals may also be used as stated in Section 2.
Interactive Chat
Our consumer platforms may offer interactive chat technology to assist users. That interactive technology may collect personal information such as name, date of birth, address, and account number for authentication purposes or to provide specific plan benefit details in a personalized response. It may also capture session-related information such as web logs to document the interaction. If the information collected is deemed to be PHI as noted above, its use and disclosure will be subject to HIPAA and an applicable NPP. We may also use information collected through interactive chat pre-password as stated in Section 2 below.
Biometric Login
You may be invited by your mobile device to use fingerprint, facial recognition, or similar recognition and biometric technology to login to our consumer platforms. When a biometric login is enabled, our consumer platforms recognize that you have selected this as a preference and have been authenticated through your mobile device and you are permitted access. When you use biometric login functionality on our consumer platforms, we do not collect any of the actual biometrics (e.g., fingerprints or facial images); that is managed and maintained on your mobile device and by the mobile device manufacturer (e.g., Apple, Samsung).
Geolocation Functionality
We may collect your location data through the location services function on your mobile device when you use our consumer platforms. The purpose of this collection is to help you find local care sites and access geographically based products and services, as well as provide you with other relevant content based on your location. We may also use information gathered through location services in accordance with Section 2.
Mobile Device
Our consumer platforms may collect certain personal information when being run on a mobile device; for example, if one of our mobile applications is downloaded, we may collect information about the device type, its software/operating system, and device identifier. We use this information to assess and analyze information about our general user base and to improve our technical support capabilities. We may also use information collected from your mobile device as stated in Section 2 below.
Cookies
When a computer or internet-connected device accesses a digital resource, a small text file called a cookie may be stored on it. Cookies can contain user information such as IP address, internet browser and operating system type, and details of digital interactions such as search history and preferences.
this site’ consumer platforms may use first-party cookies that we create to monitor performance, improve user experience, and analyze information about our user base. This information may be used to provide customers with customized messaging. Third-party cookies may also be employed on our platforms to facilitate the delivery of services and study user activities online over time. this site may use third-party advertising cookies to serve our ads on other websites and measure advertising effectiveness. Advertising companies may also use information obtained from cookies to provide non-this site Health advertisements that may interest you. If you wish to review or opt-out of third-party cookies used for targeted advertising, you may visit links provided by the Network Advertising Initiative and the Digital Advertising Alliance.
Third parties, such as Twitter or LinkedIn, may also use cookies on our platforms to provide their services and track your online activities over time. Any use of cookie data by third parties is subject to their online privacy policy and/or terms of use.
The types of cookies used on our consumer platforms include strictly necessary, functional, performance/analytics, and targeting/advertising cookies. Strictly necessary cookies enable essential features such as user authentication, while functional cookies enhance browsing experience and personalization. Performance/analytics cookies help us evaluate the effectiveness of our digital resources, understand user patterns, and measure errors. Targeting/advertising cookies learn about your preferences and create a profile to provide relevant content and ads.
While most internet browser settings allow users to block cookies, it is important to note that doing so may cause certain consumer platform features to not function properly. Additionally, if you choose to block cookies, this site’ consumer platforms may not respond to your preferences. Therefore, it is recommended to keep cookies enabled for an optimal user experience.
Third Party Platforms
Third parties own and control some of the features and components on our consumer platforms, so we have no control over their data collection, use, or disclosure activities, even if they provide us with information about you. For example, if you visit our Facebook page, we have no say in how Facebook, as a third party, collects and uses your information. Another example is when you download or update one of our mobile applications through Apple or Google, we have no control over their data collection during that process.
Since our Online Privacy Policy doesn't cover third party platforms or components, we recommend that you read their privacy policies in addition to ours. When you click on a link to a third party platform or component, you are no longer governed by our privacy policy. Instead, you are subject to the privacy policy and/or terms of use of the third party. By accessing or inquiring about products and services offered by third parties through our consumer platforms, we may share some of your personal information, such as your IP address, to enable identification across digital properties. this site does not provide any assurances or warranties regarding third party platforms or components, their content, data management, or security. Therefore, we advise you to review the online privacy policy and/or terms of use of third parties to make informed decisions as a consumer.
2. General Uses and Access to And Disclosure of Personal Information
this site utilizes the personal information gathered from its consumer platforms for the purposes outlined in Section 1, as well as for various general uses such as delivering personalized health care messaging, providing updates on products and services, administering clinical care and insurance benefits, and keeping user information up-to-date. The information also helps this site evaluate the effectiveness of its digital platforms and features, authenticate users, and assess their experiences to optimize its offerings. The company may also use the data for marketing and advertising, and to provide access to information about products, programs, and services from its family of companies or business partners. this site may contact users via phone, email, text, or regular mail, but users can opt-out at any time by following the instructions provided in the communications.
Access by Employees
We use the personal information of our users to carry out regular business operations. Our employees, including those who work for our family of companies, are obligated to keep your personal information confidential and handle it with the utmost care. We enforce this through written confidentiality agreements, corporate policies, training programs, and state or federal laws and regulations. Any employee who fails to comply with these requirements may face disciplinary action.
Disclosure to Service Providers
this site Health may disclose your personal information collected through its consumer platforms to service providers that are contracted by this site Health. this site Health’s service providers are legally bound by contract to follow the same or similar standards of confidentiality as followed by this site Health, and to handle your personal information with due care.
Disclosure to Third Parties
Except as specified in Section 1 and as required by law, this site usually does not reveal personal information gathered through its consumer platforms to external parties without user consent. Personal information may be revealed to a third party if there is a specific legal justification, if it is necessary to complete a user-requested transaction, or if it is required to provide a user with a service or benefit. For instance, third-party advertising networks may be given access to personal information like IP address to display personalized ads.
Disclosure to Comply with Law, Respond to Legal Requests, Prevent Harm, and Protect Our Rights this site may share your personal information with courts, law enforcement, governmental oversight agencies, and other relevant licensure bodies in compliance with applicable law or if such disclosure is reasonably necessary. This may include situations where this site needs to comply with legal obligations, legal processes, or respond to claims against the company. Additionally, this site may respond to verified requests related to criminal investigations, suspected illegal activities, or any other activity that may expose the company or its users to legal liability. this site may also share your information to enforce and administer its Online Privacy Policy or applicable terms of use/service or to protect its rights, employees, customers, or the public. An example of this type of disclosure is sharing personal information with public health authorities to help contain the spread of infectious diseases.
Retention of Personal Information
All personal information collected as set forth in this Online Privacy Policy may be retained for historical and auditing purposes, as well as to comply with any applicable legal and/or regulatory record retention requirements.
Anonymizing Personal Information:
This site may use your personal information for internal business purposes after anonymizing it by removing individual identifiers and combining it with our other data sets without asking for your permission.
3. Security, Privacy, and Data Governance
Information Security
This site employs security measures that are standard in the industry and deemed reasonable to protect the personal information of users. These measures include encryption, authentication, access management, firewalls, threat monitoring, incident response, and employee training. However, users should be aware that communicating through unsecured channels such as personal email or SMS texting carries some risk of information interception or misuse.
Internal Privacy and Data Ethics Program
This site has an internal program that is responsible for privacy and data ethics to ensure compliance with the Online Privacy Policy and relevant laws. The program is supervised by a Chief Privacy and Data Ethics Officer who oversees administering program activities. The program includes training for employees, handling incident response, improving processes, conducting due diligence on third parties, offering guidance to business areas, coordinating legal and regulatory readiness efforts, and monitoring compliance.
Data Governance
This site’ data governance program is responsible for managing the availability, usability, integrity, confidentiality, and security of the data that it possesses. This program encompasses the processes, people, and technology necessary to properly manage and govern the handling of data.
4. Other Relevant Data and Consumer Protection Laws
Children’s Online Privacy Protection Act (COPPA) and similar state laws this site does not usually target or provide its consumer platforms to children under 13 years of age, and they usually do not intend to collect, use or disclose any information from such children. However, under certain state laws, minors may be allowed to provide independent consent to receive medical care, without seeking the consent of a parent or guardian. In such cases, certain consumer platforms, such as secure patient portals, may be made available to minors to assist them with their healthcare.
this site also makes reasonable attempts to comply with applicable state laws governing advertising and marketing to children, including the Delaware Online Privacy Protection Act, which prohibits marketing to children under the age of 18.
European Union General Data Protection Regulation (GDPR)
This site has identified that some of its business segments are required to comply with the obligations set forth by the General Data Protection Regulation (GDPR). For more information on how this site handles personal data of individuals in the European Union or European Economic Area, please refer to our GDPR Statement.
CCPA
This site has identified that certain parts of its business are subject to obligations established by the California Consumer Privacy Act (CCPA). If you are a California consumer, you can find more information about the personal information collected about you, the reasons for its collection, the categories of third-party recipients to whom your personal information is disclosed, and the reasons for the disclosure by referring to the California Consumer Privacy Policy of our covered businesses. This can be found at two separate links which are provided here.
Nevada Privacy of Information Collected on the Internet from Consumers Act (NPICICA) this site does not engage in the sale of covered information as defined by the NPICICA. If users have any questions about the selling of covered information under the NPICICA, they can contact this site using the information provided in section 5 below.
5. Changes to Online Privacy Policy and Questions
This site reserves the right to change, modify, or update this Online Privacy Policy at any time and for any reason. this site will promptly post such changes, modifications, and updates to its consumer platforms accordingly. Continued use of our consumer platforms constitutes your ongoing acceptance of the terms of our Online Privacy Policy, as well as any applicable terms of use/service.
Questions and Concerns
If you have questions about this Online Privacy Policy, or have any concerns, please contact us by emailing [email protected].