Aetna to Use Encryption To Safeguard Data
Protecting the privacy and security of sensitive information has always been a
priority at Aetna. In keeping with this commitment, Aetna will be further strengthening
its protection of member health and financial information through the use of encrypted
e-mail. Beginning in mid-April, Aetna will encrypt all Internet e-mails that contain
member-specific health and financial information -- examples include, but aren't limited
to, personal and demographic information (e.g., name, SSN, address), employment
information, information about payment of benefits, provider information, diagnostic or
treatment information, claims status information and information related to behavioral
health and/or sexually transmitted disease services.
Aetna's use of encrypted e-mail enables us to send quick, reliable communications while maintaining our commitment to protecting the confidentiality of member-specific information.
What is encrypted e-mail?
Encrypted e-mail is scrambled by the sender's e-mail program, which renders it unreadable until it is descrambled or "decrypted" by the recipient. Unencrypted e-mail is similar to a postcard - the message can be viewed by anyone who picks it up. Encrypted e-mail is similar to a sealed letter -- the content cannot be viewed until the envelope is opened - except, in this case, the envelope has a lock on it to which only the recipient has a key!
How will Aetna's use of encrypted e-mail impact recipients?
- Whenever Aetna transmits member-specific health or financial information via Internet e-mail, the e-mail will include a message indicating that the content has been secured via encryption.
- Encrypted e-mails from Aetna will include instructions on how to decrypt the message for viewing - this will require the recipient to perform a few simple clicks.
- Anyone who receives an encrypted e-mail from Aetna will be able to send an encrypted reply.
- Third parties can initiate an encrypted e-mail message to Aetna by using the "Contact Us" feature on Aetna.com.
Will there be any changes to the way Aetna determines who can receive member-specific health and financial information?
No. Aetna's procedures for determining if a third party can receive member health and financial information will remain in place, i.e., Aetna employees will continue to verify whether a requestor is authorized to receive the information before it is released.
Whom can the recipient of an Aetna encrypted e-mail call with questions?
Each encrypted e-mail from Aetna will include instructions on how to open the message and view the secure content. In the event a recipient receives an error message while in the process of trying to open an Aetna-generated encrypted e-mail, the error message will provide guidance for troubleshooting the problem. In addition, the error message will include the following contact information:
"If you experience any problems, please contact 1-800-237-7476, option 4 (Secure Email) during normal business hours; 8AM to 6PM E.S.T."
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